Forum Discussion

LeesaScanlon's avatar
LeesaScanlon
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'...
  • Steven_M's avatar
    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
LeesaScanlon's avatar
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's avatar
    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
    • LeesaScanlon's avatar
      LeesaScanlon
      Contributing User
      4 years ago

      Great, thank you so much Steven, I was able to use the 'Manage Libaries' help article to locate the relevant company file. 

      Thanks for your simple but spot on advice!

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