Connection issues when entering purchases

[powdercoat]

We are having issues when entering Purchases. 

It takes about 2 minutes looking at the blue circle and then it says that there are connection issues. 

We did the following things as advertised by MYOB: 

- Restarted MYOB

- Restarted Computers

- Did a Disk/System Cleanup 

- Restarted Computers

- Restarted Modem

- Restarted MYOB

- Restarted Computers

- Checked the MYOB Status Page and everything was "Green and Up"

Do you have any solutions to this?

Everything was working fine until this morning and it's only when entering Purchases, everything else if fine.

[powdercoat]

On further investigation, it's only when changing from order to purchase and when creating a purchase from the intray invoices. It's okay when just entering a New Purchase.

[Komal_S]

Hi @powdercoat 

Can you please confirm if you have specified the linked account for "I track deposits paid to suppliers" under Setup----> Linked Accounts---> Purchases Accounts because that is the main reason of connection errors while converting an order to bill.

If the account is selected and you are still getting this error, please attach the diagnostic log as it would also point out why the errors are happening while trying to create a purchase from intray document. 

[powdercoat]

Hi 

We do have the linked account for "I track deposits paid to suppliers" under Setup----> Linked Accounts---> Purchases Accounts ticked.

Regarding the diagnostic log it would be better if the explanation on you Log Locations site would actuall y expand so I can follow the instructions. See attached.

In the meantime I will try and delete them from the in-tray and try again from scratch.

[Komal_S]

Hi @powdercoat 

Apologies for the missing information.

Please find the detailed explanation for getting the diagnostic log below:

1. Open your Start Menu
2. Type: %localappdata%
3. Open the %localappdata% folder:

4. In %localappdata%, Open the MYOB Folder.
5. Open the AccountRight Folder.
6. Open the Version folder (E.g: 2018.4)
7. Open the Diagnostics Folder.

8. From that folder, select the latest file named like "Huxley.Application_xxxx.log" and copy it to your desktop. 

Let me know how you go on with creating the purchase after deleting the documents from intray. 

[powdercoat]

Hi again,

We now narrowed it down to 1 invoice that doesn't want to record due to the item being "faulty". I have attached the problem. When trying to enter the purchase for the item, the item on hand is "0", but when going into the item list, the item is "-2.14210854715202E-13". That looks like an error code of some sorts.

I did attach the Diagnostic log as well.

Do you know how to get rid of it? 

Thank you.

Nelly

[powdercoat]

Sorry, that was the wrong diagnostic log. 

Please find the correct one attached.

[Komal_S · Accepted solution]

Hi @powdercoat 

If your file is online, I can run a script on it that would resolve this issue. Therefore, could you please send me a Private Message with your serial number and company file id (found under Help--> About MYOB AR).