Suppier Invoices will not attach to MYOB from in tray

[PatD_Norgine]

Account right v2018.2

When we move an invoice pdf into the In tray. MYOB does not recognise it.

Cannot attach the invoice or automatically load the deatils into a purchase transaction.

Always using pdf files.

Error message says "some documets couldn't be added".

Is this a local set up problem or a network issue between our local files and MYOB cloud?

Thanks

[RienaP]

Hi @PatD_Norgine,

Please note documents up to 10MB in size and in these file formats can be added to your In Tray: .PDF, .JPG, .JPEG, .TIFF, .TIF, and PNG. I understand that you are using pdf files but do you create them or does it come from the suppliers as pdf files? 

Can you please let us know if you ever been able to load any documents to In Tray? Have you had any major changes since it stopped working if it was? For example have you recently updated Windows, or had the file removed from the Cloud and re-uploaded?

Also can you please go to the location detailed below and delete the cache files so we can rule out any loading issues. 

1. Open your Start Menu
2. Type: %localappdata%
3. Open the %localappdata% folder:
4. Open the MYOB Folder.
5. Open the AccountRight folder.
6. Open the AccountRight version you are using
7. Open the Cache folder
8. Delete all files in the Cache folder

Please let me know how you go. 

[PatD_Norgine]

Hell Riena.

Thanks for the suggestions.

We have tried creating our own pdf and also have tried ones from the supplier.   Makes no difference.

We have added one or two documents to the file but that was done by our MYOB consultant for their own login/access to our file.  he was not on our network when he tested that, so we think there could be a security r

restriction on our end that is stopping the files being added?  maybe?

No recent windows chnages on this PC. 

Not sure of if the file was removed from the Cloud and re-uploaded - how would I know?

We had several problems to get the new MYOB operating on our compnay network as the security settings and firewall needed a lot of work to allow the online file to work with moving data to and from the cloud.   Our internal IT have used all the recommended secutiry settings from MYOB but IT also requested specific info but MYOB are unable to provide.  So we currently have slow performance and not all funtions working.  Like the intray / like sending reports to excel, etc

We have asked for specific URL / IP addresses to include in the company security settings but MYOB are unable to provide.

For clearing the cache I do not have any MYOB folders in %localappdata% folder:

Not sure what thay means.  any ideas?  should the files be loaded there?

my local MYOB program file is loaded under  C:\Users\Public\Documents\MYOB\AccountRight\2018.2

and there is no cache folder in there.

Seems i have more questions now - but we do need to get to the bottom of the security restrictions.  I do not beleive that we are the only cutomer who uses MYOB while on a network that has security features enabled from a global IT network.

Thanks for your further suggestions.

[Neil_M]

Hi @PatD_Norgine

That would certainly be a reasonable assumption, if it worked on one connection but not another that the connection would be a potential cause. To help confirm this you would need to try uploading a PDF to the InTray using a different connection. Ideally the PDF used should be the same PDF as one tried using the internal connection, just to rule out other potential issues.

The other thing to try would be to use a different format, such as one of the formats mentioned by @RienaP . As these formats are also recognised it may allow one of them to be uploaded and recognised by the InTray.

The cache files mentioned by Riena can be found here:

C: \ Users \ Username \ AppData \ Local \ MYOB \ AccountRight \ 201X.X \ Cache

Where Username represents the Windows username and 201X.X is the version of AccountRight you are using. If you weren’t seeing this folder then you may want to have a chat to your IT team just in case the cache folder has been hidden or is under a different Windows username