Recurring transaction drops out

Kerrin28
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Recurring transaction drops out

when doing reoccurring transactions, MYOB drops out every time?

 

Is there a known issue why this happens?

 

12 REPLIES 12
Melisa_D
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Re: Recurring transaction drops out

Hi @Kerrin28

 

Thank you for your post. Can you please confirm if you get any error messages when this happens ? If so, can you please provide a screenshot. Also, if this happens again please retrieve the diagnostic log of the file after this has happened so I can investigate further. 

Cheers,
Melisa

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Kerrin28
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Re: Recurring transaction drops out

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Melisa_D
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Re: Recurring transaction drops out

Hi @Kerrin28

 

Can you please attach the diagnostic log of the file as a document to this thread so I can investigate. 

Cheers,
Melisa

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Kerrin28
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Re: Recurring transaction drops out

attached is the file error log.

 

Hope this can help for you to be able to fix.

 

The client has had a computer guy out to look at the computer and there is no issues, he has suggested that there is an error in the MYOB file.

 

Look forward to your reply

 

Kerrin

 

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Melisa_D
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Re: Recurring transaction drops out

Hi @Kerrin28

 

Can you please check the linked accounts within the file, please go to the Setup menu and choose Linked Accounts, then make sure linked accounts are specified for:

  • Accounts & Banking Accounts
  • Sales Accounts
  • Purchases Accounts
  • Payroll Accounts (if you use payroll, Australia only)

If a linked account is missing and you're not sure which account should be selected, check with your accounting advisor.

 

Also, please check that your tax codes have linked accounts linked - please go to the Lists menu and choose Tax/GST Codes. Open each tax/GST code and check they have linked accounts. Not all tax/GST codes require linked accounts, only those where you are able to specify them, such as the example shown above. Once again, check with your accounting advisor if you're not sure which accounts should be selected.

 

If there has been a missing linked account/tax code, once corrected please attempt to process a recurring transaction. Does it work ?

 

Please do let me know how you go. 

Cheers,
Melisa

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Kerrin28
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Re: Recurring transaction drops out

Thankyou for the reply

 

I have checked all of these, in fact phone support did also advise this, so I have now checked them twice.  Phone support said this is a known issue and she was going to escalate this.  

 

Do you have any other solutions. 

 

My client is quite frustrated as every recurring transaction he does, MYOB will ask him to restart the file.

The client actually uses recurring transactions for all his invoices as he does regular service calls to clients and he does several invoices every day.

 

There has to be a solution and we are Hoping for another solution please

Steven_M
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Re: Recurring transaction drops out

Hi @Kerrin28 

 

It's a little hard to see what is going on without that full error log, however, do you have Setup>>Preferences>>Sales>>Automatically Email Sales When They are Recorded enabled? If so, try disabling that preference and you should be able to generate those sales from the recurring transaction. The invoices can be emailed through the Send to>>Email or via the Print/Email Invoices window.

Kind regards,
Steven

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Kerrin28
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Re: Recurring transaction drops out

The preference was disabled, so I enabled the preference to test it, and the issue is still happening.

 

Any other ideas?

Steven_M
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Re: Recurring transaction drops out

Hi @Kerrin28 

 

If that preference is not enabled in the company file getting a copy of the raw error log would be required i.e. not a screenshot of that but the actual txt file. 

 

The other thing I would be interested to know is if the same thing does occur in the sample company file i.e. Clearwater on that computer?

Kind regards,
Steven

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