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Payables & Receivables with Tax Report timing out

Partner Ati
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Ati
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Payables & Receivables with Tax Report timing out

My Payables and Receivable witrh Tax Report are not leading up due to timed out error.

After searching the MYOB Community posting, Hayden (MYOB Consultant) has indicated that it might be because of some special characters were included and MYOB can run a srcipt to fix this.

 

The client is on MYOB AR Live 2018.3

 

Would you be able to assist?

 

Thank you

5 REPLIES
MYOB Moderator Steven_M
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Steven_M
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Re: Payables & Receivables with Tax Report timing out

Hi @Ati

 

We do have a script that can run on company files that may generate a timeout error under specific circumstances when running Payable and Receivable reports. In order to see if a particular company file is eligible for that script to be run can you confirm the following information:

 

  • Where the company file is stored i.e. online or local
  • What the LAST FOUR DIGITS of the serial number is - Setup>>Company Information
  • What is the company file ID - Help>>About AccountRight

Although, if you are getting a timeout message I would be looking at disabling third-party programs and other applications that may be running before trying that process again.


Kind Regards,
Steven
MYOB Client Support
Partner Ati
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Re: Payables & Receivables with Tax Report timing out

Hi Steven

 

This is a live file, so I suppose it will be stored online.

The client is still using 2018.3 version at the moment.

Last 4 digit of the serial number is 1401

Company File ID: 5

Their bookeper is manged this file and I am the accountant.

I just need to run this report as part of my GST Reconciliation.

 

Thank you for your help

 

MYOB Moderator Steven_M
26,984 Posts
MYOB Moderator
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Steven_M
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Re: Payables & Receivables with Tax Report timing out

Hi @Ati


Thank you for confirming that information

 

We do have an initial script that we can run over the company file to determine if the company file may be suitable for the actual script i.e. a diagnostic script. Typically, that diagnostic script will identify a few transactions (~5) that are causing the error, in your case we are looking at over 100 transactions affected. While this is nothing to stress and panic about we just want to arrange for a copy of the company file to be sent in. This is to ensure that the script is run correctly and the report does work correctly for you.

 

As such, I've sent you a direct email with all the details in regards to getting that file sent in for an investigation and possible repair. All the information required is included in the email but do let us know if you have any questions about the process.


Kind Regards,
Steven
MYOB Client Support
Partner Ati
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Ati
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Re: Payables & Receivables with Tax Report timing out

Hi Steven

 

Thank you for that.

 

Just to be clear, when I back it up and provide the data to you, the bookkeeper can still use the file and continue working?

 

What will happen afterwards?

 

Just want to undertstand the procedures since this is the first time I encountered the error.

 

Regards

MYOB Moderator Steven_M
26,984 Posts
MYOB Moderator
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Steven_M
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26984Posts

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Accepted Solution Solved Solution

Re: Payables & Receivables with Tax Report timing out

Hi @Ati

 

While we have the file we do encourage you to continue to work on the company file, the repair team will be in contact once they have taken a closer look at your file.

 

Generally, the process is they will take the initial file you send in, repair that one and send it back to you to check. If you are happy with that sent back file and you have worked on your file while we have had it the team will arrange for the current file to be sent in for the same repair.


Kind Regards,
Steven
MYOB Client Support
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