RESOLVED: Blank/Missing Information on Emailed PDFs

MYOB Moderator Theresa_D
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MYOB Moderator
MYOB Moderator

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RESOLVED: Blank/Missing Information on Emailed PDFs

Hello Community, 

 

RESOLVED [11/12/2019] : Our team have deployed some changes into 2019.4 which have fixed this issue. If you seem to still be having problems please start a new post to let us know. We do sincerely apologise for the inconvenience caused and appreciate your patience.

 

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We’ve been made aware of a recent issue where AccountRight online invoices/PDFs are being sent with missing information, for some customers.  This issue appears to only be impacting some of the invoices sent by some clients.

 

We are currently investigating the root cause of the issue and hope to have it resolved at the earliest. 

 

We’ve found that resending the invoice generally resolves the issue. So, we recommend including a message in your default email template, to request your clients who are unable to open the full invoice, to please contact you for a resend. 

 

The following Help article has detailed instructions on how to alter the default email message ​​​​​​​

 

Our team is working on finding a permanent solution for this. We will keep you posted with new information as they become available. Please subscribe to this post for update notifications when they become available.

 

Sincere apologies for the inconvenience and disruption to business operations as a result of this. 

Cheers,
Theresa

MYOB Community Support

Online Help| Forum Search| my.MYOB| Download Page

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123 REPLIES 123
Experienced Cover User Julie_Pacific
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Re: IMPORTANT: Emailing Invoices with Blank/Missing Information

Thank you @Theresa_D 

Experienced Cover User gettingtowork
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Re: IMPORTANT: Emailing Invoices with Blank/Missing Information

Hi, 

There is a larger issue - it is not only invoices - statements also.

 

Under the advise from Myob tech staff I have changed my default invoice and resaved under a different name and set this new invoice as the default - still experiencing the same issue. 

Experienced Cover User Julie_Pacific
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Re: IMPORTANT: Emailing Invoices with Blank/Missing Information

@gettingtowork 

 

Yes I know, my statements did the same.   MYOB tech staff advised me to stop sending via Accounright and send via Outlook, that also was a diaster, no attachments at all went.....  So I am back to square one, waiting very patiently for MYOB to find a fix!!!

Experienced User denifire
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Re: IMPORTANT: Blank/Missing Information on Emailed PDFs

At last. Please keep me informed asap. We have a massive customer base so need to get this resolved!!!!

Contributing Cover User Roofline
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Re: IMPORTANT: Blank/Missing Information on Emailed PDFs

Thank you

 

Just to let you know that sometimes when you resend the invoice is it still blank

Experienced User Beccytheboo
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Re: IMPORTANT: Blank/Missing Information on Emailed PDFs

Yes! Sometimes the first resend works, the most I've had to do so far is 6 resends until it actually worked. Also, this is not limited to just invoices, ANYTHING that is automatically sent straight from MYOB is affected, emails, payslips, reports, statements, invoices, remittance advice. You have to cc yourself in everything to double check it and make sure it sent ok

Experienced User denifire
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Re: IMPORTANT: Blank/Missing Information on Emailed PDFs

Have you any answers for your customer base as yet, I am close to looking at other software optionsSmiley Mad.  My patience is running out!!!!!  This problem is so time consuming having to save to disk & re-send. i have gone through & changed the default in selling details & am still receiving messages back from clients saying the invoice is blank with no information re: pricing, just the amount owing.

Experienced User Aim_Scientific
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Re: IMPORTANT: Blank/Missing Information on Emailed PDFs

im waiting paitently too, this is driving me crazy, its such a time waster

Pauline
Experienced User denifire
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Re: IMPORTANT: Blank/Missing Information on Emailed PDFs

I had my I. T. guy have a look yesterday. He "thinks" he may have solved this problem that is taking MYOB weeks to resolve. So...go to set up, click on preferences, then emailing. There's a box that asks "when emailing invoices". Click on - include a link to online invoice & attach a pdf. It says the other preference is recommended by MYOB but my I.T. guy says this could be the issue. The invoice appears as an attachment which can then be downloaded.

Lets hope this works

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