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a week ago
Last week, my company made a call to MYOB because our bankfeeds weren't loading in; every time we tried, it'd time-out. At the time, we were running AccountRight 2018.3, but we upgraded to 2018.4 prior to making the call in an attempt to fix the issue.
During our call, after being bounced around a bit, I managed to speak to a Bank Feeds specialist about our issue - she said that there's "probably too many transactions that are unassigned, and to fix it, you need to take your file offline and try to load bank feeds".
This is where our next issue started.
On Friday, we began to take the file offline; we were told by the bank feeds specialist that it would take between 5-6 hours to do so. It's now Monday, and the "Synchronisation process" is stuck at about 70% and hasn't changed.
I've attempted to connect to the file from a different computer to see if it had indeed been taken offline; it confirms that it has been checked out, but it still says "Your file is being synchronised. Please wait." on the computer that we were taking it offline from.
This brings me to my next issue; I'm unsure exactly of why I was told to take our file offline to try to load Bank Feeds, because in its offline state, MYOB tells me that Bank Feeds is Read Only?
Is anybody able to give some insight on:
1. Whether we're fine to close the "synchronised, please wait" message on the main computer.
2. Whether our file is offline, given the contradicting statements between the two computers.
3. How on earth I should go about trying to fix Bank Feeds - hopefully sparing another call to MYOB.
Thank you all in advance, I really appreciate any help that you're able to give!
a week ago
If your file is still being synchronized and this is closed before the process is complete it can damage the sync file, which can cause issues with the company file when trying to check the file out. That said if you were going to close that message it might be worth deleting the sync file which can be found here:
C: \ Users \ <Username> \ AppData \ Local \ MYOB \ AccountRight \ Offline \ .sync
Where <Username> is the Windows username.
If the file is showing as checked out on another computer that typically does mean that the file has indeed been checked out according to the online system. Normally this can be confirmed by opening the file on the computer that checked the file out, where the coloured bar in the bottom right hand corner of the screen will show an orange bar
If the file is stuck in checking out it is possible to force it to return online. This is done by opening the Online Library and signing in as if you were going to access the file. Instead of opening the file as normal you can right click on the company file and you should have an option to Undo the Check Out. This will return the file online as it was when the file was checked out. Any changes made to the file while it was checked out will be discarded and lost.
It might be worth undoing the check out on another computer and closing down the Sync in progress message. Once this has been done I’d go through and delete the sync files on the computers. The next step would be to perform a manual sync by opening the online file and then going to File >> Sync Company File. This will manually sync the file and create a fresh copy of the sync file, before checking the file out.
Once the sync has been completed, then try checking the file out again, making sure to have no transactions entered into the file between the time the sync finishes and you check out. This will help the check out as the sync file and online file will have the same information. Once the file has checked out then you can try going through and processing the bank feeds in small batches
a week ago - last edited a week ago
Thank you very much for your response.
The Synchronisation process is hasn't moved past 70%; it has been running since Friday - no changes overnight.
Rather than deleting the synchronisation file, is there a way to confirm on your end that the file is indeed still synchronising?
That said, it's good to know that we can undo the check-out relatively easily, because we have ~30 staff to pay on Thursday and won't be able to if the file is offline.
On another note - our issue with bank feeds is that nothing will load at all when it has been opened. This is the same for both when the file was online and offline.
I'm unsure of how I'm supposed to attempt to process anything in small batches when none of the transactions will load in - and we keep getting "An application operation has timed out. Would you like to try the operation again?" message each time we try to load it.
Do you have any thoughts in regards to the bank feeds issue specifically?
a week ago
Unfortunately there is no way for me to see on this end whether that online file is still synchronizing or not.
When you say that the file was offline, were you able to open the file that checked the computer out and see the orange bar in the bottom right hand corner of the screen? If you hadn’t see the orange bar then the file being accessed was not an offline copy of the file. From the information that has previously been mentioned it does sound like an offline copy of the file has not been accessed.
If the file is checked out on one computer and another computer tries to access the file, they are accessing a copy of the online file, even though the file will be in a read only mode.
Timeout errors when accessing the bank feeds or bank reconciliation windows typically mean that there are a large number of unreconciled transactions awaiting reconciliation or that there are a number of bank feed transactions to match. In some cases, checking the file out can help with that.
Alternatively, the other thing to try would be to go into the Reconcile Accounts window and manually reconcile some of the transactions in there first to reduce the amount of unreconciled transactions. When doing this you would need to use a small date range, so not necessarily a month, but perhaps a couple weeks depending on how much information is showing on the month being reconciled