Problem with upgrading company file to 2019.2

Highlighted
Contributing User ron2390
6 Posts
Contributing User
Contributing User

6Posts

0Kudos

0Solutions

Problem with upgrading company file to 2019.2

Just updated to 19.2. Company file now won't open. AccountRight 19.2 just returns a message: 'AccountRight encountered an error and needs to exit", which it promptly does.

I have called Tech Support, but after being put on hold for 15 minutes or so the operator could consult a technician, i received a message to say a technical problem had occurred and I was thanked for my call and was hung up on.

11 REPLIES 11
MYOB Staff Post amylee91
59 Posts
MYOB Staff Post
MYOB Staff Post

59Posts

31Kudos

7Solutions

Re: Problem with upgrading company file to 2019.2

Hey @ron2390 

 

If you can’t open your AccountRight company file or update to AccountRight 2016.1.1, you’ll need to run our hotfix tool to access to your file. You’ll need to run this tool on all AccountRight company files that you use. 

 

  1. Close AccountRight.
  2. Download the Accountright Tool
  3. Find the tool that you downloaded and double-click it.
  4. When the tool appears, all files found in your AccountRight library (other than the sample files) will be listed. 
    If the your file isn't listed, click the Server Edition tab. Still not listed? Click Custom Location and then browse to the folder containing your company files.
  5. Select the files you'd like to update and click Update selected files. When all files have been updated, you can close the tool window.
  6. Start AccountRight and open a company file that’s been updated.
  7. When the Confirmation window appears, choose to confirm the company file online and then click Next.
  8. When complete, close the Confirmation window. You can now continue working with this file.
    If you updated several files at once, you’ll be prompted to confirm the other files the first time you open them.
  9. If you have turned off auto updates for Windows, you can now turn them on

Note: If you restore a company file that was backed up before you applied this solution, you will need to run the tool on the restored file as well.

 

Regards

Amylee


Cheers,

Amylee
MYOB Pinnacle Partner Support

Helpful links:


Product Ideas: AccountRight | Essentials | MYOB Capture | MYOB Invoices
Support Links: Support Notes | Forum Search | Status Page

Contributing User ron2390
6 Posts
Contributing User
Contributing User

6Posts

0Kudos

0Solutions

Re: Problem with upgrading company file to 2019.2

Hi Amylee

Thanks for your reply. I followed your instructions, but unfortunately when I tried to open my company file in AccountRight, the same message appeared and the progam shut down. Any other suggestions?

MYOB Staff Post amylee91
59 Posts
MYOB Staff Post
MYOB Staff Post

59Posts

31Kudos

7Solutions

Re: Problem with upgrading company file to 2019.2

Hey @ron2390 

 

Are you able to open clearwater files at all?

 

If you go to this Link,  it will take you through the step by step, 

 

if you are able to open your files at all, you can go to help - confirm company file, 

 

Alternatively running through the hotfix tool again is your best option,

 

Regards

Amylee 


Cheers,

Amylee
MYOB Pinnacle Partner Support

Helpful links:


Product Ideas: AccountRight | Essentials | MYOB Capture | MYOB Invoices
Support Links: Support Notes | Forum Search | Status Page

Contributing User ron2390
6 Posts
Contributing User
Contributing User

6Posts

0Kudos

0Solutions

Re: Problem with upgrading company file to 2019.2

Hi Amylee

I can open Clearwater files, but continue to get the original message and the prpgram exits when I try to open my company file. I have used the hot fix tool numerous times including after a shut down & restart. Same result.

regards

ron2390

Super User sholt73
917 Posts
Super User
Australia
Super User

917Posts

559Kudos

44Solutions

Re: Problem with upgrading company file to 2019.2

sounds like this problem is the same as the one included in this post: Unable to open AccountRight file after upgrading to the latest version

 

might be worth taking a look at the AccountRight Diagnostic Log, can you post that here? You can find it using this post as a guide: AccountRight Log Locations

Contributing User ron2390
6 Posts
Contributing User
Contributing User

6Posts

0Kudos

0Solutions

Re: Problem with upgrading company file to 2019.2

Hi sholt73

The AccountRight Diagnostic Log is attached

 

 

MYOB Staff Post amylee91
59 Posts
MYOB Staff Post
MYOB Staff Post

59Posts

31Kudos

7Solutions

Re: Problem with upgrading company file to 2019.2

Hey @ron2390 

 

can i get you to send me a message, is this an online file or offline file?? 

i can get this sorted for you Smiley Happy

 

Regards

Amylee 


Cheers,

Amylee
MYOB Pinnacle Partner Support

Helpful links:


Product Ideas: AccountRight | Essentials | MYOB Capture | MYOB Invoices
Support Links: Support Notes | Forum Search | Status Page

Contributing User ron2390
6 Posts
Contributing User
Contributing User

6Posts

0Kudos

0Solutions

Re: Problem with upgrading company file to 2019.2

H Amylee

I followed sholt73's advice to find the diagnostic file in my computer's AccountRight folder. I assume it was generated when i was attempting to open my company file online?

Thanks

ron2390

 

MYOB Staff Post amylee91
59 Posts
MYOB Staff Post
MYOB Staff Post

59Posts

31Kudos

7Solutions

Re: Problem with upgrading company file to 2019.2

Hey @ron2390 

 

that is correct, everytime you have tried to open your file, this creates a log, can i please get you to email me your serial number and we can get this resolved for you.

 

 


Cheers,

Amylee
MYOB Pinnacle Partner Support

Helpful links:


Product Ideas: AccountRight | Essentials | MYOB Capture | MYOB Invoices
Support Links: Support Notes | Forum Search | Status Page

Didn't find your answer here?

Try using advanced search to find a post more easily Advanced Search
or
Get the conversation started and make a new post Start a Post