Forum Discussion

Contributing User

4 years ago

Company File Login gives error message "not responding"

When I attempt to login to one of our company files (non live company file), the banner on top of the login box reads "not responding".

After a short time of loading (displaying the loading 'wheel'), the page closes itself down, including the whole AccountRight program window.

I have accessed other company files today, both Accountright Live primary company file and other non live company files, without a problem.

I upgraded the company file to AccountRight 2021.4 just prior to this error. Normally I'd consider if this triggered the error, however I upgraded the other company files today without issue.

Any suggestions appreciated :)

Steven_M
4 years ago
Hi LeesaScanlon

Sounds like you got most of the way sorted - Good job!

The default location for an AccountRight 2021 company file would be: Documents\MYOB\My AccountRight Files\ However, Help Article: Manage libraries has the other default locations.

Note: if the company file is stored online with AccountRight 2021 do let us the following details:

What the LAST FOUR DIGITS of the serial number is - Setup>>Company Information

What is the company file ID - Help>>About AccountRight

Martie53
4 years ago
I had the same problem. I searched "Unable to open Accountright file" and a post came up with Run the Accountright Hotfix tool so I did that on the file I couldn't open and it fixed the problem.
- LeesaScanlon
  Contributing User
  4 years ago
  Thanks so much Martie53 I'll look up that post and give that a shot!
Steven_M
Former Staff
4 years ago
Hi LeesaScanlon

Sounds like Martie53 is spot on. Sounds like you need to arrange the tool that is available on Unable to open AccountRight file before you open that file in AccountRight. In saying that, if you would like to provide a copy of the diagnostic file we'll be happy to see if that is the case.
- LeesaScanlon
  Contributing User
  4 years ago
  Hi Steven,
  I'm having some difficulty with the fix
  1. In opening the tool (invalid fingerprint error)
  2. when I elect to ignore this security block, it does open up a MYOB "data utility" window (see screen shot attached), but when I click browse to open the relevant company file, I cannot locate myob program or the myob company file. What am I doing wrong?
  
  As an alternative, I've tried to follow the steps to provide you with the diagnostic file, but it only displays steps 1-6 i.e %localappdata% and locating the MYOB version. The rest of the steps can be viewed.
  
  Further assistance much appreciated!
  - Steven_M
    Former Staff
    4 years ago
    Hi LeesaScanlon
    
    Sounds like you got most of the way sorted - Good job!
    
    The default location for an AccountRight 2021 company file would be: Documents\MYOB\My AccountRight Files\ However, Help Article: Manage libraries has the other default locations.
    
    Note: if the company file is stored online with AccountRight 2021 do let us the following details:
    
    What the LAST FOUR DIGITS of the serial number is - Setup>>Company Information
    
    What is the company file ID - Help>>About AccountRight