Forum Discussion

Experienced User

2 years ago

Connection Error

Hi, Is anyone having problems with a 'not responding' MYOB when drilling down into a card? It is taking forever, but will eventually come up. Employee cards as well as supplier cards?

Genreve_S
2 years ago
Hi BarbFisch and Vicki,

I am sorry to hear about your difficulties with opening your AccountRight files. May I get you to try logging in from a web browser (if your file is online) to see if the issue is with the file and not the computer? If the file is working fine in the browser, I would suggest attaching a copy of your latest diagnostic log of AccountRight in your next response. This will help identify what is causing your issue. Also, any screenshots or additional information would be much appreciated.

We look forward to your response.

Thanks,
Genreve

BarbFisch

Experienced User

Hi Doreen,

Thank you for your reply. I have done as suggested and even uninstalled and reinstalled MYOB AR, but it is still giving me the same issues.

There are two separate issues now:

1) I can input my email address and the next screen goes directly to the 2FA page (no password) and I get "Unable to Connect", or

2) I can sometimes input email address, password then 2FA and the next screen is back to the log in screen with the "Unable to Connect" error.
This happens no matter which computer I'm working from, as I'm a MYOB Partner and sometimes work on clients' files on their computers.

Is this a known issue with 2023.8 version? Do other people experience this too?

Any assistance would be helpful. Thank you,

Barb

Genreve_S

MYOB Moderator

2 years ago

Hi BarbFisch and Vicki,

I am sorry to hear about your difficulties with opening your AccountRight files. May I get you to try logging in from a web browser (if your file is online) to see if the issue is with the file and not the computer? If the file is working fine in the browser, I would suggest attaching a copy of your latest diagnostic log of AccountRight in your next response. This will help identify what is causing your issue. Also, any screenshots or additional information would be much appreciated.

We look forward to your response.

Thanks,
Genreve

vicki
Experienced User
2 years ago
Hi Genreve_S

Thank you for your reply. I have tried signing in on a different computer, and that worked. I have updated my usual computer and deleted all cookies and cleared the cache (which I did yesterday but it made no difference), and now I can login. I have received SMS 2FA texts, so that is now working also.

Thank you for your time with this issue. I assume everything is now working properly, and that it was an issue with the computer itself.

Regards,
Vicki
- Genreve_S
  MYOB Moderator
  2 years ago
  Hi Vicki,
  
  Thank you for the response. I appreciate you updating us about the outcome of your issue.
  
  If you need any other assistance, feel free to post again in the forum.
  
  Thanks,
  
  Genreve
BarbFisch
Experienced User
2 years ago
Hi Genevieve,
Thank you for your suggestions.
Since the end of last week I have been able to log into MYOB AR correctly; I wonder if it is to do with the new upgraded version?
Amongst this issue is another issue (which I hope is now resoved) that I have stayed logged in on clients' computers, even if I log out. I see via the MYOB Partner HQ Facebook group that this is a known issue so I hope that MYOB have resolved it now.
Thank you again for your answer.
- Earl_HD
  MYOB Moderator
  2 years ago
  Hi BarbFisch,
  
  Thank you so much for your post and my apologies for the late response.
  
  I'm writing this post to address the concerns related to the password prompt, and it's important to distinguish between two separate aspects:
  
  Reduced Frequency of Login Prompts: If you've noticed that the system isn't asking for your login as frequently as it did before, performing a hard logout is a crucial step. This will ensure that the login details are prompted the next time you log on.
  
  Enhanced 2FA Technology: With our upgraded 2FA technology, we implement "adaptive MFA," which assesses various factors such as your device, IP address, and the time of day. It then prompts for 2FA based on these factors, aligning with the smart security standards.
  
  If you encounter any issues even after trying the hard logout, please don't hesitate to reach out to us so that we can investigate the matter further.
  
  Appreciate the continued support.
  Regards,
  Earl