Speed and performance tips

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Valued Cover User DannyTangney
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Speed and performance tips

Why do the MYOB Community Moderators persist in suggesting that people check their anti-virus and follow the Speed and performance tips, when (as evidenced over the past few days) the causes of the problem are known to be on the MYOB Server platform ?

 

Do the MYOB platform specialists not advise their Community colleagues of the real cause of these problems, or is this some kind of MYOB ploy to avoid acknowledging problems of their own making ?

 

It makes the Community Moderators look imbecilic and causes no end of annoyance to customers who are experienceing on-going problems to be repeatedly advised to check their anti-virus software...

 

With no expectation of an honest answer.

Danny

 

Regards,
Danny

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MYOB Moderator Steven_M
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Re: Speed and performance tips

Hi @DannyTangney 

 

Help Article: Speed and Performance tips does outline some tips and tricks that have allowed some clients within some environments to improve the speed of their AccountRight 201x product. Note: this doesn't work for all users and setups.

 

In some cases, when we have a slowdown across the board it may be caused by a slowness at a server level. When we are notified of this by our internal incidents team we would post a message to let clients know that this is occurring and something that we are looking into. I understand that we did have some clients yesterday (Tuesday 19/03/2019) that were unable to upload, backup, check out... This types of issues have also impacted other clients and thus performance may have been affected yesterday for some clients. This is something that we are working with our team to resolve for those clients.

Kind regards,
Steven

MYOB Community Support

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Valued Cover User DannyTangney
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Re: Speed and performance tips

I'm sorry, Steven, but that is the type of non-answer I have come to expect from MYOB.

 

There were known performance problems affecting more than a few customers over the past few days, and yet it appears that the moderators were not informed. For example, rather than acknowleding the problem, clients experiencing performance problems were advised by CloverQ to check their anti-virus.

 

Were the Moderators advised of these problems, Steven ?

 

You cannot even acknowledge the seriousness of the recent problems. It was more than clients being "...unable to upload, backup, check out..." - over nearly two days, we could not open our company file for hours on end, and when we eventually could, every single enquiry or transaction timed out.

 

This was a known problem with the MYOB servers, Steven, and yet clients were again told that the problem is at their end.

 

MYOB seriously need to look at the quality of their customer service, which is bordering on outright incompetence or (worse) deliberate deception.

 

Regards,

Danny

 

 

MYOB Moderator Steven_M
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Re: Speed and performance tips

Hi @DannyTangney 

 

Thank you for your additional feedback

As mentioned in my previous post, MYOB support staff including MYOB Moderators where alerted to an incident by our internal Incident Team to the fact that some clients were unable to do various tasks within their company file such as upload, check out, backing up... Due to the incident, some clients may have also been affected in other ways such as a decrease in speed and potentially timeout messages such as what you had experienced and our team was investigating those situations as well.

 

Kind regards,
Steven

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Valued Cover User DannyTangney
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Re: Speed and performance tips

I'm not sure what rules you are forced to work under, Steven, but once again you demonstrated your complete inability to grasp (or maybe it's just plain indifference to) the seriousness of the problems afflicting MYOB customers.

 

It is not "...potentially timeout messages..." - these were actual timeouts logged and reported to MYOB that prevented us from using the MYOB software for nearly two days.

 

What is "...potential..." about that ? Why is it so hard for you to acknowledge the reality of our experience ?

 

And why did the Moderators perists in asking people to check their anti-virus rather than informing them of a known problem ?

 

As I have previously stated, MYOB need to serioulsy look at their support services, which are absolutely disgraceful, and your responses do nothing to dispel that view.

 

Regards,
Danny

Super User Elizabeth_Adamson
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Re: Speed and performance tips

Hear hear. After posting negative comments on here about the new versions and lack of disclosure for upgrade issues, plus my continued refusal to upgrade from v19 or allow my clients to upgrade or pay subscription, I had a call from MYOB to say they would be more transparent from hereon regarding issues. I made a suggestion regarding a backup prompt when upgrading but I don't know if this has been put in place and I doubt any warning regarding the new bugs with v2019 have been put in place either so really it's just same old, same old for MYOB's lack of respect for users and their business requirements. Still not upgrading......

 

Cheers

Liz

Community Manager Suja_P
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Re: Speed and performance tips

Hi @DannyTangney,

 

Thank you for your feedback. Having read your posts, I can see that your recent upgrade experience has been less than desirable and so can absolutely understand your frustration. And I’m sincerely sorry for the inconvenience and frustrations caused to you.

 

I can also see that my team of moderators, including Steven, have been doing their best to troubleshoot the issues that you’ve raised and passed them on to development teams where appropriate.

 

It is very unfortunate that in your case (and no doubt on other occasions) the suggestions provided by the team did/does not resolve the issues raised. However, each of their responses is made in good faith.

 

The team’s recommendations to check anti-virus and trying other suggestions in the help article is based on varying degrees of success we’ve had in similar circumstances. In this instance we understand that a server issue was in fact the cause here. To give you more context on the matter, on the day you had posted, my team had received notification of the server issue being resolved. However, later the same day we found another issue that could also result in the same problem.

 

Although we were unable to help in this instance, I do hope that you are able to gain value from participating on our forum.

 

The MYOB Community forum is a friendly and welcoming space where visitors seek and receive friendly advice from a wide variety of experts. I request that you respect this.

Cheers,
Suja Pillai

Social Support and Community Manager

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Valued Cover User DannyTangney
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Re: Speed and performance tips

I'm sorry, Suja, but you too seem to be missing the point.

 

The responses provided by Moderators have repeatedly ignored the seriousness of the problems being encountered - there were no "...potential..." timouts, I have posted actual logs of these events on this forum, and yet the Moderators refuse to acknowledge the facts of our experience, or (until well after the event) even acknowledge that there was a problem with the MYOB server environment.

 

You ask for respect ? Perhaps it is more likely to be given if the Moderators (and MYOB as a whole) show some respect for the Customers who are suffering from MYOB's poor design decisions and inadequate testing procedures.

 

Regards,

Danny

Valued Cover User AndrewStephen
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Re: Speed and performance tips

Hi @Suja_P 

 

I would like to 2nd @DannyTangney and @Elizabeth_Adamson comments.

The standard response from the moderators is very scripted and as I have said many times not helpful.

This also goes for some of the partners that try to push the services rather than help.

 

As we all know the phone / live chat support is awlful at best and many are forced onto the forums to get help and these responses are not helpful to any.

 

Transparency is the key here.  I asked several times over the past few days as to what the server issues are and not once response.   All other major providers like MYOB post detailed reports on issues & outages. But not MYOB.

I really seems that MYOB is an under resourced company when it comes to staff and servers.

Please DO be more transparent as it will only benefit everyone.

 

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