Latest update = Unable to use Previous invoices

SYD_MFR
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Latest update = Unable to use Previous invoices

Just in case anyone else have this issue... after the latest update to the new interface 2 days ago, most of our previous open invoices are faulty where we cannot modify, delete or save them. any changes we attempt we get "An unrecognised error occurred - unknown error code". 

 

Have called and an ongoing case with developers are in progress (hopefully), but a shocking problem... 

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SYD_MFR
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Re: Support appalling. Wait time appalling

Yep... can really vary from person to person. Currently on hold for 20mins and I have a feeling that I'm being stuffed around by this handler. As pervious calls most often I was transferred to whatever department I needed to go to within 3-5mins sort of thing. 

Melisa_D
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Re: Support appalling. Wait time appalling

Hi @SYD_MFR

 

I'm sorry to hear about your experience. If there is anything we can assist with please provide me with a brief description of your enquiry and I'd be happy to take a look into this for you.

Cheers,
Melisa

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SYD_MFR
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Re: Support appalling. Wait time appalling

Hi @Melisa_D ... after the latest interface update, i cannot modify any of my open invoices any more ... even if creating a new invoice, it saves fine but then after awhile I can no longer edit, delete or do anything to them.... error code : An unrecognised error occurred - unknown error code. 

https://community.myob.com/t5/MYOB-Essentials-Accounting/Latest-update-Unable-to-use-Previous-invoic...

 

Melisa_D
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Re: Support appalling. Wait time appalling

Hi @SYD_MFR

 

Thanks for confirming that. I'm wondering if you have a lock date set in your file, if you select your business name on the top right hand corner of the window > Select business settings > is there a lock date here ? 

 

Please do let me know how you go.

Cheers,
Melisa

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SYD_MFR
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Re: Support appalling. Wait time appalling

@Melisa_D  no lock date activiated Smiley Sad 

Melisa_D
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Re: Support appalling. Wait time appalling

Hi @SYD_MFR

 

Thanks for checking that for me. So I can take a look into this further for you can you please send me a private message with the following information:

  • Screenshot of the invoice with the error 
  • Screenshot of the lock date window 
  • Serial number 

Cheers,
Melisa

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1Lee
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Re: Support appalling. Wait time appalling

Same problem for me:

When modifying an existing saved invoice

 

An unrecognised error occurred - unknown error code

 

What's the solution?

SYD_MFR
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Re: Support appalling. Wait time appalling

@1Lee  There is an issue/bug with your data file at their end that they need to fix. Not 100% clear what it was but they fixed it within around a couple of hours. Make sure they create a case # when you call just so you can easily call again and pick the case back up (after you go through the basic checks like try different browser, clear your browsing cache, etc etc). Our first few call handlers didn't create a case and we spent a week running around without any solution. Our final call handler heard our frustrations, created a case# at start, then put us on hold for about 30mins and worked with their dev team to fix the bug within the file. 

1Lee
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Re: Support appalling. Wait time appalling

Thank you for that detailed advice.

I've sent an email to support as I don't have time to sit on another chat again.

I have 3 processes that cause the unrecognised error message. It does seem like a corrupt file.

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