Cannot open company file in My Library after upgrading the file

[Vanna]

Good morning,

We have 2 files online and 1 file local. 

I'm unable to open a local file. When I tried to open a local file, I received a message asking to upgrade to version 2022.11 "This company file was saved in an earlier version of AccountRight. You'll need to upgrade the company file, or open it with the version of AccountRight it was saved in".

When I clicked on Upgrade and sign in, I received an error message "Something's gone wrong and AccountRight needs to close"

Could anyone assist?

Thank you,

Vanna

[Melisa_D]

Hi @Vanna, 

Thanks for your post. I can see that you're getting the error MaskedFilePath.myox, this error appears to be an environmental error which prevents the upgrade from being successfully. If you're accessing the file on a server, can you please try to upgrade the file on the host computer first. 

If that doesn't work, you will need to upgrade the file on a remote desktop or different computer.

Do let me know how you go. 

[Vanna]

Hi @Melisa_D

We saved the file on local drive and tried to upgrade it on 3 different computer and 1 stand alone laptop but still doesn't work. Our IT guys also tried that as well. I called support a few times but they couldn't help. 

Is it possible if we can send the file to MYOB support to help upgrade it for us?

Regards,

Vanna

[Melisa_D]

Hi @Vanna, 

Do you have any specific antivirus softwares installed on each of those computers you've tried to upgrade the file on ? If you do, to troubleshoot can you please disable the antivirus for 15 minutes and try to upgrade the file. 

If that doesn't work do let me know so I can investigate further. 

Note; please make sure to turn on the antivirus software after troubleshooting. 

[Vanna]

Hi @Melisa_D,

I think we do have it installed on the computers but not on the laptop but the laptop still does not work so I don't think this causes the issue.

I have contacted MYOB support many times but issues still cannot be resolved. I requested that we send the file to repair team but after uploading sucessulfuly (the same file that we were using) they came back to me that the file I sent is not a valid MYOB file so I'm not so sure what's happening

[Melisa_D]

Hi @Vanna, 

I can see that our file repair team specialist reached out to you on the 17/02/2023 in regards to this, as per the email they have advised that the file cannot be repaired. I can see that they've provided you with options on what you will need to do from here.