Unable to Connect

[1963]

Since updating to version 2021.7 Accountright Plus I am unable to connect to my company files.  I have been through all the diagnostic tools with MYOB call centre, was directed it IT specialist in case it was a firewall problem.  We have narrowed it down to it being an internet speed issue.  We have satellite internet (ping 632   Download 24.00 and upload 3.59).  When I take our desktop to location with higher speed internet the software connects ok.  Surely I can't be the only one affected by this.  MYOB call centre staff seem disinterested in the fact that I now have company files that I am unable to access at my business location.  Any thoughts anyone?

[Tracey_H]

Hi @1963 

Sorry to hear you're experiencing this. Not sure if you've tried this but disconnecting online storage tools, like OneDrive, Dropbox etc, can help reduce AccountRight connection issues when you've got a poor internet connection. 

Additionally, I've had a look at the notes on your account and see that you've been experiencing time out errors. It might be worth taking your file offline and restoring straight back online to see if that resolves those errors.

To do this:

1. make a backup of your online file
2. follow the steps under To restore a backup locally to a PC in this help article: Restore your company file
3. follow the steps under To restore a backup online in the same help article

Please let me know if you need further help.

If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

[RodR]

Hi @1963 

Who are you using for your internet provider? I have a client with a very similar issue so could be provider related (but interesting how it only started with 2021.7). A workaround I offered them is to access the file online via https://app.myob.com/