Statements not sending, but invoices are

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AccountsAH1
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Re: Statements not sending, but invoices are

Hi @Melisa_D  - trying that now - but the instructions only go to step 5 and don't tell me what to actually do once I am in the AccountRight folder - what do I do next to actually clear the CACHE?

Melisa_D
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Re: Statements not sending, but invoices are

Hi @AccountsAH1

 

If you refresh the browser window this should display all the step by step instructions, if this doesn't work please attempt to open it in a different browser. 

Cheers,
Melisa

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AccountsAH1
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Re: Statements not sending, but invoices are

Hi @Melisa_D  - I've done that now and unfortunately it has not fixed the issue. We recently all downloaded version 2020.3 - could it be a bug with this version? Also in my MYOB file I can see folders for all previous versions, should I be clearing the CACHE for all versions and maybe not just the current one?

 

This is so frustrating I don't understand what would cause the Statements to stop sending but Invoices are sending ok, and I saw as well we did Payroll today and all the payslips went via email ok too - why would it just stop sending Statements? Smiley Sad

Melisa_D
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Re: Statements not sending, but invoices are

Hi @AccountsAH1

 

Thanks for troubleshooting. We haven't had any widespread client reports statements not emailing through AccountRight. So I can investigate further can you please confirm the following:

  • Are you running a server or a local computer ?
  • Are all statements for all clients not being sent ?
  • Do you have any antivirus software installed on your computer ?

In regards to the cache folder, you only need to be clearing the cache for the current version your running. 

Cheers,
Melisa

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AccountsAH1
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Re: Statements not sending, but invoices are

Hi @Melisa_D ,

 

Sorry for the delay - got preoccupied on a few things since last week.

 

I think I am running on a local computer, but unsure to be honest - how can I tell?

Yes all statements for all clients are not being sent.

Yes I think we have HP Sure start. But nothing has changed about this since when Statements were working, and as I said our Invoices are going out fine via email, just not Statements- so that tells me there is a problem with Statements specifically.

 

We now haven't been able to send Statements for 2 weeks to our customers. Smiley Sad

Melisa_D
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Re: Statements not sending, but invoices are

Hi @AccountsAH1

 

Thanks for the information. Can you please uninstall and reinstall AccountRight, once re installed can you please try and send statements ? 

 

Please do let me know how you go. 

Cheers,
Melisa

MYOB Community Support

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AccountsAH1
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Re: Statements not sending, but invoices are

Thank you @Melisa_D  that is what fixed it in the end! Smiley Happy

belindawinton
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Re: Statements not sending, but invoices are

I am having the same issue since changing to 2020.3

 

I am trying to email out statements for November now and once I tick them all and press Send Email it comes up with Error  - email address cannot be blank!!

 

How do I fix this, I need to get statements out today

 

Note: I saw that uninstalling and reinstalling should work. I have done this and it is still not working 

belindawinton
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Cant email statements - showing error message

got my issue sorted, although unsure how to delete a post!

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