Forum Discussion

aaromat's avatar
aaromat
Experienced User
6 years ago

Unable to connect

Hi there   I am unable to process out payroll because of an 'unable to connect' error.   There's been a problem connectin to AccountRight Live. Possible causes include : - an issue with your in...
  • aaromat's avatar
    aaromat
    6 years ago

    After spending nearly 2.5hrs on the phone with MYOB yesterday, I had to re-process the payroll to fix the error.

     

    MYOB help desk did some line testing and I saved a back up to my local drive and still couldn't process the payroll and create the bank file.  

     

    In the end, they said that because we had created the payroll file, then went and made some changes to it and come back to process it, that was what had created the processing issue.  In the past we have been able to create the payroll file, check it and fix any mistakes that were found and then process it without any trouble.  It appears that the changes we made yesterday were not liked by the system.

     

    While this isn't really a solution - it's what I will do in future if I am unable to process the payroll and get the same error message.

CloverQ's avatar
CloverQ
Former Staff
6 years ago

Hi aaromat 

 

Thank you for the details. We haven't had any AccountRight live service incidents reported today, currently there is no maintenance going either.

 

When working online with AccountRight Live, there is a minimum speed requirement. If the internet connection is unstable and drops below the minimum speed, you may be disconnected. Could you please check out the company file to work offline, are you able to record the payroll transactions? 

  • aaromat's avatar
    aaromat
    Experienced User
    6 years ago

    After spending nearly 2.5hrs on the phone with MYOB yesterday, I had to re-process the payroll to fix the error.

     

    MYOB help desk did some line testing and I saved a back up to my local drive and still couldn't process the payroll and create the bank file.  

     

    In the end, they said that because we had created the payroll file, then went and made some changes to it and come back to process it, that was what had created the processing issue.  In the past we have been able to create the payroll file, check it and fix any mistakes that were found and then process it without any trouble.  It appears that the changes we made yesterday were not liked by the system.

     

    While this isn't really a solution - it's what I will do in future if I am unable to process the payroll and get the same error message.

    • Theresa_D's avatar
      Theresa_D
      Former Staff
      6 years ago

      Hi aaromat 

       

      Thanks for your patience on this, I'm glad the help desk was able to work through this with you.  Has everything been resolved now? 

       

      If your post has resolved please mark 'Accept as Solution' to help users find this information easier. 

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