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Laurel8165's avatar
Laurel8165
Contributing User
5 years ago
Solved

Constant Timeout on reports

I'm running AccountRight 2019.4 and when attempting to run sales reports or custom reports, I am constantly experiencing operation timeouts. Is there a simple solution to this? Other members of our business are also having the same problem and it is incredibly frustrating. 

  • Tracey_H's avatar
    Tracey_H
    5 years ago

    Hi Laurel8165 

     

    Thanks for your post. If you are trying to run reports with a large volume of information you can receive a timeout error as the systems tries to pull in all of requested data. Taking the file offline or reducing the amount of information can allow you to run those reports. 

     

    Additionally, we do have a timeout extender, which has helped some users overcome these timeout errors.

     

    Please let me know if you continue to have issues.

     

    If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

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  • Tracey_H's avatar
    Tracey_H
    Former Staff
    5 years ago

    Hi Laurel8165 

     

    Thanks for your post. If you are trying to run reports with a large volume of information you can receive a timeout error as the systems tries to pull in all of requested data. Taking the file offline or reducing the amount of information can allow you to run those reports. 

     

    Additionally, we do have a timeout extender, which has helped some users overcome these timeout errors.

     

    Please let me know if you continue to have issues.

     

    If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

    • Laurel8165's avatar
      Laurel8165
      Contributing User
      5 years ago

      Hi,

       

      I have had an IT professional follow the steps in the Timeout Extender, however I am still having the issue.

       

      These are not particularly large volume reports, for example one is a week of sales from a very short list of customers. 

       

      I can run other types of reports, for example aged debtors or payables. 

       

      Do you have any other tips?

      • Tracey_H's avatar
        Tracey_H
        Former Staff
        5 years ago

        Hi Laurel8165 

         

        Sorry you're still having this problem.  Our developers are working on these timeout errors. In the meantime you can try taking your file offline (if it's online) and run your reports, which I do understand is not ideal. You can also try the tips in this help article - Speed and performance tips 

         

        Please let me know how you get on.

    • KM8's avatar
      KM8
      User
      4 years ago
      Tracey_H wrote:

      Hi Laurel8165 

       

      Thanks for your post. If you are trying to run reports with a large volume of information you can receive a timeout error as the systems tries to pull in all of requested data. Taking the file offline or reducing the amount of information can allow you to run those reports. 

       

      Additionally, we do have a timeout extender, which has helped some users overcome these timeout errors.

       

      Please let me know if you continue to have issues.

       

      If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.

       

      • MargB's avatar
        MargB
        Experienced User
        4 years ago

        The problem isn't just a normal time out, it is specific to this report sales by customer summary. I can ask for 1 customer for 1 month and it times out...detail report all customers 12 months not a problem. This appears to have been a problem in a previous version according to this forum but I have not experienced it until lately

  • Sgt73rdregt's avatar
    Sgt73rdregt
    Experienced Cover User
    5 years ago

    We are having the exact same issues and when we contact MYOB we just get back rubbish answers. One consistent recommendation we keep receiving is to take AccountRight Premier offline and run the reports, I mean what is the point of having your system on the cloud if you have to run everything offline!!

     

    Another suggestion was to run the report for a shorter period!!!, so if you want a 6 month sales report I suppose you need to run 2 x 3 month reports and then export to excel and manually combine them!! I thought AccountRight was supposed to be a complete accounting package, everytime there is an update there appear a whole new raft of problems.

    • Laurel8165's avatar
      Laurel8165
      Contributing User
      5 years ago

      I know, it is incredibly frustrating!

       

      I tried running a report for a single day and I still got a timeout error. And it is only certain kinds of reports - I can run plenty of the reports without a problem, with much larger volumes of information. I'm ready to tear my hair out!

      • Sgt73rdregt's avatar
        Sgt73rdregt
        Experienced Cover User
        5 years ago

        Yes, it is obviously a new bug, we are at the stage now where we don't beleive anything that MYOB tells us. They just keep giving us so called short term fixes or else tell us to create a new file and worst of all keep saying the problem may be because of our file size. How on earth can that be an issue in the year 2020!!, by the way our file size is around 1.5 - 2GB, hardly big by todays standards.

    • Tracey_H's avatar
      Tracey_H
      Former Staff
      5 years ago

      Hi Sgt73rdregt and Laurel8165 

       

      I do understand that these timeout errors are very frustrating and apologise for the inconvenience it is causing. This is something that our development team have working on. My understanding is that the latest version 2020.1 update has some general improvements and specific improvements in the reports area. You can subscribe to the AccountRight Blog for announcements and updates on the 2020.1 release.

      • Alexaaa's avatar
        Alexaaa
        Experienced Cover User
        5 years ago

        I have been complaining for a long time about this.  I don't believe it is the amount of data, as it timeouts for short periods and for a small number of customers.  It can do other sales reports with the same filters but not the sales (customer summary) report.  If the timeout extender is the solution why can't it be applied to the program at your end?  If I have to employ an IT specialist to install the extender (which is recommended), will myob reimburse the cost to us?  Earlier versions of this program was able to run the reports that now time out.  It must just be a line of code somewhere with an arbitrary number of seconds allowed (not that I am a programmer at all, but it must be coded somewhere to tell the program to stop searching).  This is hindering our work, I have to do multiple reports and excel rearrangements to get the data requested by management that should be available at the click of a button from an accounting software program.  Please hurry up and fix this.  Thank you.