Forum Discussion

SBB261's avatar
SBB261
Experienced Cover User
3 months ago

Unable to restore company file online

Hi, I've been trying to restore a company file online and it keeps saying "Unable to restore - An error occurred while restoring this company file. No changes were madeto your online file."   I hav...
  • SBB261's avatar
    SBB261
    3 months ago

    Hi Sai,

    Finally, I was able to speak with one of your support team, Eddie Encenzo who was very helpful and solved my problem in less than 20 minutes...hats off to you Eddie!!!

    Thanks to all who tried to help.

    Regards,

    Susan

SBB261's avatar
SBB261
Experienced Cover User

Hi Princess,

I only have 1 company file that I restore online every week to do the payroll and the rest of the time, I work offline. I am just trying to replace the existing online file with an updated file.

Regards,

Susan

gavin12345's avatar
gavin12345
Ultimate User
3 months ago

Hi SBB261 

 

You sound like you know what you are doing (restoring and not uploading, and it is the same file ID as the existing online file) - as you have done this all before - likely many times.

 

I have 3 suggestions you can try:

  • restart your computer
  • clear the AR cache
  • consider using STP Creator - seems you are only going online due to STP. STP Creator works with offline AR2024 files and allows much more flexibility, allows you to check everything before lodging, and allows you to delete payroll if recorded incorrectly. Bit of a learning curve, as with MYOB's STP but once setup reporting takes 2-5 minutes per pay period.

 

Regards

Gavin

 

  • SBB261's avatar
    SBB261
    Experienced Cover User
    3 months ago

    Hi Gavin,

     

    • I have tried the first suggestion, multiple times yesterday and again this morning but error still comes up;
    • I just cleared the AR cache as per instructions, tried again to restore the updated file, still Errror;
    • Sorry for my ignorance, how do I use STP creator? Is this within the MYOB software? You're right, I only go online to do the STP and then revert back to working offline.

     

    Please advise.

    Kind regards,

    Susan

     

    • gavin12345's avatar
      gavin12345
      Ultimate User
      3 months ago

      Hi SBB261 

       

      STP Creator is not a MYOB product, it is made by a company called Namich - google if interested.

       

      There may be an issue with the backup when you created it. Create a new backup and try to restore that online. I assume your mymyob user name hasn't changed since you last restored.

       

      Regards

      Gavin

       

       

      • SBB261's avatar
        SBB261
        Experienced Cover User
        3 months ago

        Hi Gavin,

        I have tried backing up the file with new file names and tried to restore it online, but same error appears. I haven't changed my mymyob user name since my last restored file 2 weeks ago.

         

        With STP creator, I will check it out. Can this be linked with the MYOB program?

         

        Regards,

        Susan

         

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