A client was having an issue with their MYOB AccountRight. The client found the second user was not able to access MYOB AccountRight for the last couple of weeks and received the following error message.
The client contacted me for assistance. I asked if they were under a MYOB support contact which they were. Since they were already paying for support I suggested they should first contact MYOB. No point paying for support twice. If they had further issues they were welcome to contact me back.
A couple of hours later I received a call that MYOB couldn't fix their issue, at which I point I subsequently attended their office. I'm a general support consultant and whilst I have no particular skills with MYOB, I sometimes find I fix client issues after MYOB hasn't been able to.
Whilst the client has a file server, in this case MYOB is run on one of the user's computers acting as a server for MYOB and accessed by a second user on another computer. In effect this is acting as a peer-to-peer network. Both computers were running the same version of MYOB AccountRight so the message didn't quite make sense.
On the second user's computer the first clue was in the system tray; an icon had an error. Opening the icon revealed the following.
As can be seen from this screen the icon error was related to MYOB and the add-on connector. Clicking on the link provided the information that a second version of the add-on connector needed to be removed in the Control Panel. The program to uninstall was the MYOB AccountRight API. The error disappeared from the icon, but the problem of connecting was not fixed.
Now to the main computer. Same error in icon. Removing MYOB AccountRight API and the icon error was fixed.
However, the issue of the second user connecting still existed. A couple of questions confirmed this issue started when the software was updated using the link in an email provided by MYOB. A check in the documentation showed the shortcut for the main user on their desktop should have SE (for server edition) in the shortcut description. It didn't. The client had installed the normal version of MYOB AccountRight and not the server edition.
The server edition of MYOB AccountRight was installed, the icon error returned, so the MYOB AccountRight API had to be removed again. I felt that was weird but these things happen.
Icon not showing an error and the second user could now access MYOB AccountRight from their computer as well as the primary user being able to access MYOB AccountRight. Problem solved.
All the information used to resolve this problem was found using the links and the information provided on the MYOB site. The MYOB support person should have been able to resolve this issue since MYOB knows about the issue and the information is available from the MYOB site. I suspect had the issue been escalated within MYOB the problem may have been resolved.
Kelvin Eldridge
www.OnlineConnections.com.au
IT support.
The client contacted me for assistance. I asked if they were under a MYOB support contact which they were. Since they were already paying for support I suggested they should first contact MYOB. No point paying for support twice. If they had further issues they were welcome to contact me back.
A couple of hours later I received a call that MYOB couldn't fix their issue, at which I point I subsequently attended their office. I'm a general support consultant and whilst I have no particular skills with MYOB, I sometimes find I fix client issues after MYOB hasn't been able to.
Whilst the client has a file server, in this case MYOB is run on one of the user's computers acting as a server for MYOB and accessed by a second user on another computer. In effect this is acting as a peer-to-peer network. Both computers were running the same version of MYOB AccountRight so the message didn't quite make sense.
On the second user's computer the first clue was in the system tray; an icon had an error. Opening the icon revealed the following.
As can be seen from this screen the icon error was related to MYOB and the add-on connector. Clicking on the link provided the information that a second version of the add-on connector needed to be removed in the Control Panel. The program to uninstall was the MYOB AccountRight API. The error disappeared from the icon, but the problem of connecting was not fixed.
Now to the main computer. Same error in icon. Removing MYOB AccountRight API and the icon error was fixed.
However, the issue of the second user connecting still existed. A couple of questions confirmed this issue started when the software was updated using the link in an email provided by MYOB. A check in the documentation showed the shortcut for the main user on their desktop should have SE (for server edition) in the shortcut description. It didn't. The client had installed the normal version of MYOB AccountRight and not the server edition.
The server edition of MYOB AccountRight was installed, the icon error returned, so the MYOB AccountRight API had to be removed again. I felt that was weird but these things happen.
Icon not showing an error and the second user could now access MYOB AccountRight from their computer as well as the primary user being able to access MYOB AccountRight. Problem solved.
All the information used to resolve this problem was found using the links and the information provided on the MYOB site. The MYOB support person should have been able to resolve this issue since MYOB knows about the issue and the information is available from the MYOB site. I suspect had the issue been escalated within MYOB the problem may have been resolved.
Kelvin Eldridge
www.OnlineConnections.com.au
IT support.
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