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, Gavin or any of the moderators,

Tomorrow will be the 3rd week that I won't be able lodge the STP to the ATO if my problem to restore the company file online is not resolved.

 

I thought I could get a solution from your support team  for such a minor problem after the first week but all I got were suggestions from an experienced user and 1 moderator who didn't reply from my last message last week.

 

Again, as a recap, I have tried your suggestions:

  • I have tried re-starting the computer mutiple times but error still comes up;
  • 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. I have about 12mb in zip file to restore and I don't think this is big enough to cause this problem, my company is so small I only have 3 employees on payroll;
  • I have backed-up and cleared the AccountRight cache as suggested by Gavin12345 previously and it still didn't work;
  • I have uninstalled/re-installed AccountRight 2024.7 just to make sure and still didn't work;

Can anyone from your support team or yourselves contact me on (0403) 210-525, I am currently working from home.

Regards,

Susan

 

 

Reply...

 

Isaiah_C's avatar
Isaiah_C
MYOB Moderator
3 months ago

Hi SBB261,

 

Thank you for your patience and for going through all the troubleshooting steps. Since you would like to replace the existing online file with a new updated one, I recommend reaching out to our live chat agent through our virtual assistant MOCA or submit a support case via MyAccount. Our team will assist you in removing the existing online file from the cloud so you can successfully upload the new updated file.

 

Regards,

Sai 

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

    Hi Sai,

    Thank you for your suggestion.  I have sent a message to support via My Account and hopefully the y will get back to me asap.

    Regards,

    Susan

    • Isaiah_C's avatar
      Isaiah_C
      MYOB Moderator
      3 months ago

      Hi SBB261,

       

      That is great to hear! Our support team will assist you as soon as possible once they have your case details. If you need assistance in the future, feel free to post again.

       

      Regards,

      Sai 

      • SBB261's avatar
        SBB261
        Experienced Cover User
        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

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