Problem creating letters

Contributing Cover User JohnSe
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Problem creating letters

After recent update, having problems creating personnal letters. MYOB says "This feature requires Microsoft Word. A compatible version was not found on this computer" I don't know what the problem could be.

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MYOB Moderator Melisa_D
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Re: Problem creating letters

Hi @JohnSe

 

Thank you for your post,  I hope you're finding helpful information on the Community Forum. 

 

Can I please clarify the following; 

  • Which version of our software are you running ?
  • Do you have any antivirus or firewall software on your computer ?

Also if possible, can you please provide a screenshot of the error.

Cheers,
Melisa

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Contributing Cover User JohnSe
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Re: Problem creating letters

Which version of our software are you running ? AccountRight 2019.3.0
 Do you have any antivirus or firewall software on your computer ? Windows Defender
This is the message I receive when I go to create a letter.
 
2019-11-08_1410.png
MYOB Moderator Melisa_D
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Re: Problem creating letters

Hi @JohnSe

 

Thank you for the information and screenshot, I just need to clarify a few more things with you please; 

  • Which version of windows are you running ?
  • Do you have Microsoft Office 2010 or later (32 bit) installed onto the computer ?
  • Is this program being run on a local computer or a server ?

Please let me know.

Cheers,
Melisa

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Contributing Cover User JohnSe
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Re: Problem creating letters

Melisa,

  • Which version of windows are you running ? Windows 10
  • Do you have Microsoft Office 2010 or later (32 bit) installed onto the computer ? Office 365 Personal
  • Is this program being run on a local computer or a server ? Local computer

Regards... John

MYOB Moderator Melisa_D
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Re: Problem creating letters

Hi @JohnSe

 

With Office 365 I understand that you can either access it via a web browser or have it installed on your computer. Can you please check to see if this is being accessed via a web browser or if it is installed directly onto your computer ?

 

AccountRight requires Microsoft office 2010 or later (32 bit) to be installed on the computer. 

Cheers,
Melisa

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Contributing Cover User JohnSe
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Re: Problem creating letters

We have enjoyed the customer letter facility on MYOB for years, how ever recently this feature has not been working. No programs have changed on the work computer, yet the problem exists.

Just installed Microsoft Office Professional Plus 2019 and still receiving same message.

Should we move to another accounting program to solve this problem.

MYOB Moderator Melisa_D
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Re: Problem creating letters

Hi @JohnSe

 

Sorry to hear you are still experiencing the issue, can I clarify if you uninstalled office 365 ? As the program may still be pointing towards office 365, not Microsoft Office professional 2019. 

Cheers,
Melisa

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MYOB Moderator Melisa_D
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Re: Problem creating letters

Hi @JohnSe

 

Just adding to my post, I found on the Microsoft office tech community page that Office Pro Plus and Office 2019 install the 64 bit version as default, I would suggest checking to see if your download of Office pro plus is the 64 bit version. If so you will need to download the 32 bit version as this is the version that AccountRight is compatible with as mentioned on our system requirements page

Cheers,
Melisa

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Contributing Cover User JohnSe
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Re: Problem creating letters

I have now installed Microsoft Office Professional Plus 2016 (32 bit version), still experiencing problem.

The problem drags on day after day, week after week, after many long working days, office (accounting) problems are very annoying.

I am at a loss on where to go to solve this problem.

My opinion of MYOB and the support is changing. 

John

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