Reports continually will not load

Question

HiRegardless whether I am in the Desktop or web app version of MYOB AccountRight. The majority of the reports I want to run will not load. I have been onto the MYOB chat, and the chat person can see reports, I can not.&nbsp;I dont know if we have a setting wrong, but its extremely frustrating and has been ongoing for some time.

genreve_s · Answer

Hi WanitaPME,&nbsp;
&nbsp;
Thanks for reaching out.&nbsp;
&nbsp;
May I know if there are any error messages while attempting to check the reports? If there are please include them in your next reply.&nbsp;
&nbsp;
Cheers,&nbsp;
Genreve

wanitapme · Answer

As per the attached image. The screen says:

Failed to load the report.

&

Something went wrong

Try refreshing your browser If the issue persists, contact MYOB support

I get this msg on both the web and deskton verson for most reports

leneth_a · Answer

Hi WanitaPME
&nbsp;
Thanks for the update. Apologies for the delayed response. I hope you will find it to be a great resource and place of information.
&nbsp;
Generally, this log-in error happens on a MAC, would you happen to be using a MAC when logging in? If you are will need to upgrade to OS 10.12.x.
&nbsp;
As a note, you should not upgrade to OS 10.15.x “Catalina” (or above) as this will affect any AccountEdge software you have installed, as well as any 32-bit applications, preventing these applications from working as expected.
&nbsp;
If using a Windows-based PC log-in, can you please try logging in from another browser (Google Chrome is recommended) and also try clearing your browser cache.
&nbsp;
&nbsp;
Please let me know how you go.
&nbsp;
If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.
&nbsp;
Cheers,Leneth

wanitapme · Answer

Thank you for your response.We have 3 computers in the office. I work off a MAC, the other 2 are PC cusers. I have done both solutions, cleared the cache on all PC's. PCs we tried, Google and the Internet explorer, microsoft edge &amp; FireFox on the PC, still with not ability to run the reports.I run Google on my MAC as my preferred internet browser.&nbsp;beyond frustrating

leneth_a · Answer

Hi WanitaPME&nbsp;
&nbsp;
Sorry to hear that it doesn't resolve the issue. If neither of the above steps work can you please try running the report by a shorter period. Does it display?
&nbsp;
If this doesn't work can you please retrieve the Chrome Console errors so I can investigate:
&nbsp;
To open the console can be opened using one of these methods

Select the Chrome menu (3 vertical dots) and choose More Tools &gt;&gt; Developer Tools
 Right click on the Chrome window and choose Inspect
 Using the shortcut keys Ctrl + Shift + I(nspect)&nbsp;

Once you've opened the console:

Choose the Console tab to view the logs being produced.
 Right click and choose Clear Console
 Please repeat the action that causes the error in your file. Any errors within the logs will be recorded in red error text.
 You can save the log as a .TXT file and attach it to this thread or please attach a screenshot

&nbsp;
If my response has answered your enquiry please click "Accept as Solution" to assist other users find this information.
&nbsp;
Cheers,Leneth

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