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Unable to connect MYOB AccountRight online file

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Gravity
2 Posts
Cover User
Australia
Gravity
Cover User

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Unable to connect MYOB AccountRight online file

IS there an issue with MYOB at the moment?

Every time I try to connect to my online file, my MYOB shuts down.

I have reinstalled the software to see if that would help - hasnt

I am able to access my MYOB local files.

Need to get into my online files ASAP

5 REPLIES 5
MYOB Product Team Haydes
6,147 Posts
MYOB Product Team
Australia
Haydes
MYOB Product Team

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Re: Unable to connect MYOB AccountRight online file

Hi @Gravity

 

I haven't seen other reports of this and I can open online files without issue on my end from different connections, I'm going to assume this is a fringe case at this point.

 

What you mentioned did catch my eye: "my MYOB shuts down". Could you elaborate on this? Does it simply close the software without error or does it throw something like "AccountRight has encountered an error and needs to exit"?

 

Depending on what happens when you try can determine what we should look at.

 

Just thinking about it, there might also be something captured in the Diagnostic Logs. Could you please post the Log here so we can take a look into it?

 

To find the Diagnostic Log:
1. Open your Start Menu
2. Type: %localappdata%
3. Open the %localappdata% folder:
temp.png
4. Open the MYOB Folder.
5. Open the AccountRight Folder.
6. Open the Version folder (E.g: 2018.4)
7. Open the Diagnostics Folder.
8. Copy the Huxley.Application_xxxx.log file to your Desktop to get to it easier.
 
You can use the Choose file button on the Reply page to add files to your post as attachments.



Cheers,

Hayden
MYOB Product Team
Gravity
2 Posts
Cover User
Australia
Gravity
Cover User

2Posts

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Accepted Solution Solved Solution

Re: Unable to connect MYOB AccountRight online file

Hi Hayden,

 

Thank - I have resolved this through a call to support - so it was something on my side rather than a general fault.

When I said Myob shuts down - it just kept crashing - no error message at all - just closed itself down...

 

Thanks for your message though :-)

Contributing Partner Marianne291294
19 Posts
Contributing Partner
Papua New Guinea
Marianne291294
Contributing Partner

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Re: Unable to connect MYOB AccountRight online file

I am not able to access my clients AR Live. I have downloaded the diagnostics here.

 

Can you please have a look at it and let me know.

 

Cheers,

 

 

rs_shiel
4 Posts
Cover User
Australia
rs_shiel
Cover User

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Re: Unable to connect MYOB AccountRight online file

i have attached the file as can't seem to open myob 

MYOB Product Team Haydes
6,147 Posts
MYOB Product Team
Australia
Haydes
MYOB Product Team

6147Posts

994Kudos

876Solutions

Re: Unable to connect MYOB AccountRight online file

Hi @Marianne291294 & @rs_shiel 

 

Sorry for the late reply, I'm not in a support role anymore and only just read back through some old forum posts. I took a look at the Diagnostic Logs and it looks like these errors were server-side.

 

I heard there was a problem with the servers recently that the DevOps crews were able to fix up. Could you let me know if you're still facing problems?



Cheers,

Hayden
MYOB Product Team
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