restoring a company file on Cloud

[wannado1]

Hi Team

Tried restoring a company file on Cloud last Saturday. It got stuck and kept restoring for 4 days.    Yesterday  waited over  3 hours, then just before 5pm someone answered and said it will be okay shortly.  Nothing happened. The Error remained as is.   Today on the phone since 9am,  over 2hrs now no one is answering.  

[ChrisMYOB]

Hello @wannado1 

Welcome to the Community Forum.

If it is a big file that you are restoring it may take some time. When it gets stuck are there any errors popping up? Can you please give some details as to what is happening? 

I have linked our Help Article on restoring your company file for some further information with the correct steps on how to start restoring the file.

[wannado1]

2022-12-03 21:13:40.7713,MYOB.Huxley.UI.Controllers.ProductMessage.ProductMessageLogger,Error,1,Get announcement exception : System.NullReferenceException: Object reference not set to an instance of an object.

   at MYOB.Huxley.UI.Controllers.ProductMessage.ProductMessageRequest.GetUsername(IUIContext context)

   at MYOB.Huxley.UI.Controllers.ProductMessage.ProductMessageRequest..ctor(IUICompanyFile companyFile, UpdateType updateType, IUIContext context, RequestType requestType)

   at MYOB.Huxley.UI.Controllers.ProductMessage.InProductMessaging.MessageViewed(IProductMessage message, Boolean ignore)

2022-12-03 22:18:20.0438,MYOB.Huxley.UI.Model.Core.CloudRestoreManager,Error,17,Error caught during Restore Online File : System.TimeoutException: Timeout when waiting for online company file to restore. We waited 01:00:00 before timing out

   at MYOB.Huxley.UI.Model.Core.CloudRestoreManager.WaitForCloudDatabaseRestoringToComplete(Guid rowKey)

   at MYOB.Huxley.UI.Model.Core.CloudRestoreManager.Restore(RestoreInfo restoreInfo, String backupFilePath, String password)

2022-12-03 22:23:49.6952,MYOB.Huxley.UI.Decorators.DecoratorFaultProcessor,Warn,1,This error should be handled: The specified company file is restoring.

Can I Please please please get a call back? I was on hold for over 4 hrs this morning.

My accout number is  

Account number removed for security by MYOB Moderator ^CE

[ChrisMYOB]

Hello @wannado1 

I'm sorry for the delay in my response. 

When the error pops up, is the error popping up during the backup process? Or are you trying to restore the file due to the pop-up error?

Have you tried reinstalling AccountRight and attempting to restore it again?