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  • Troubleshooting AccountRight Premier v19 network errors

This information applies to MYOB AccountRight version 19. For later versions, see our help centre.


 

 

ANSWER ID:5612

You may experience network errors when using Premier/AccountRight Premier. Following is some troubleshooting information in order to assist you. If you continue to experience network problems we would advise that you contact an IT Specialist.

 

"A network error xxx has occurred"

Situation

An error has unexpectedly occurred on the network; it has caused your workstation to stop accessing your company file properly. Most likely, this was caused by an event (such as a system crash) that occurred on a different workstation that was accessing the same company file.

Solution

Click OK to clear this message. Your software will shut down. Start your software and attempt to open the company file again. If other users also received alert messages at the same time, be sure all users exit the software before starting the software again. 

"A network error xxx has occurred. Unable to send message to yyy"

Situation

An error has occurred on the network and no more messages will be sent to the user mentioned in the error for the remainder of the session.

The alert message indicates an interruption of network communication. The problem may be with the workstation receiving the alert message, the workstation mentioned in the alert message or the network in general. The interruption can occur for many reasons, including an improper exit from the software or a network malfunction. Also, some workstations are equipped with an energy-saving feature that may power down the workstation after a set amount of time. This also may have caused the workstation to appear to lose communication with the network.

Solution

In order to again send messages to the user mentioned in the alert, all current users of the company file must exit the company file simultaneously and then re-open the company file.

Interruptions of network communications can damage a company file, and while this alert doesn't necessarily mean the file has been damaged, you may want to use the software Data Optimisation Assistant to optimise your file. You can find the Optimisation Assistant in the software folder that was created in the Program folder of your Windows Start menu when you installed your software. If you're able to optimise the file without errors, we recommend that you then use the software's Data Verification Utility to be sure your company file is in its "healthiest" form. You can find the Verify Company File command under the File menu of your software. 

"An error occurred when/while..."

Situation

A serious error occurred during the process that's displayed in this message. This alert message may appear when you attempt to open a company file that was damaged due to a computer interruption the last time you used it. For example, if you mistakenly turned off your workstation while changes were being saved in your company file, the file could have become damaged. Power failures and network errors can also damage company files.

Solution

You may be able to repair the file using the software's Data Optimisation Assistant. You can find the Optimisation Assistant in the folder that was created in the Programs folder of your Windows Start menu when you installed Premier.

If you're able to optimise the file without further errors, we recommend that you then use the Data Verification Utility to be sure your company file is in its "healthiest" form. You can find the Verify Company File command under the software's File menu.

If the Optimisation Assistant or the Company File Verification indicates that the problem can't be repaired, you must use the most recent backup of your company's data. Regrettably, any entries that you made since the most recent backup will need to be re-entered.

It's difficult to prevent company files from being damaged by forces outside of your control, but there are some things you can do to avoid this situation in the future. One of the best investments you can make is in an uninterruptable power supply (UPS), sold at most computer stores. UPS units help prevent power surges and other electrical anomalies from harming your company's computers.

"No more than 10 company files in any folder may be opened at one time"

Situation

You may receive this message when you attempt to open a company file. While it's unlikely there are actually 10 company files open in your MYOB Premier folder, this message indicates there are 10 lock files in the folder, and only 10 lock files can be created in one folder.

Your software tracks users' IDs as users enter and exit the software in a file named lockxxxx.flk. One lock file is created in the folder where a company file is located when the first user opens a company file; this one file tracks all the users of the company file. The lock file is deleted when the last user exits the company file, but if a company file is closed incorrectly, the lock file may not be deleted.

Solution

You may want to have your system administrator perform this task since he or she is familiar with the configuration of your network and may be better prepared to respond to this situation.

The 10 lock files must be deleted manually. To begin, all current users must exit the company file. To delete the lock files, at the workstation where your company file is located, find the folder that contains your company file. (Use Windows Explorer.) Double-click the folder to display the contents of the folder. Locate the files named lock0001.flk through lock0010.flk and delete them. You should then be able to open the company file.

This error indicates that the company file has been closed incorrectly 10 times. Improper exits-using CTRL+ALT+DELETE, mistakenly turning off your workstation while changes are being saved in your company file or experiencing power failures-can damage a company file. We suggest that you use the software's Data Optimisation Assistant to optimise your file. You can find the Optimisation Assistant in the MYOB Premier folder that was created in the Programmes folder of your Windows Start menu when you installed MYOB.

If you're able to optimise the file without errors, we recommend that you then use the software's Data Verification Utility to be sure your company file is in its "healthiest" form. You can find the Verify Company File command under the File menu.

Our other page Error: "Unable to open file" might also help.

"Someone else has already signed on with the same User ID..."

Situation

A person at a different workstation has already opened this company file with the user ID that you entered in the User ID field of the Sign-on window. A user ID can be used by only one person at a time. 

Solution

Either enter a different user ID in the User ID field of the Sign-on window or wait until the person using the user ID you want to use closes the company file.

If nobody else is currently using the user ID you want to use, it's possible that the company file was closed incorrectly the last time this user ID was used. If this is the case, all current users of the company file must close the company file and then reopen the file. You should then be able to open the company file with this user ID again.

"Termination Code..."

Situation

Most termination codes are displayed to warn you that your company file may be damaged. Others may indicate a problem within your network. (Please see also the following alert message.) If a termination code message appears that doesn't clearly explain to you the problem that's occurred, be sure to write down the complete message, including any numbers that may follow it. This information will be extremely important in determining the nature and severity of the problem, if you aren't able to repair the problem yourself and need to call the MYOB Customer Care Team. 

Solution

Use the Data Optimisation Assistant to optimise your file. Although the Optimisation Assistant is designed to make your company file more efficient, it also is capable of fixing certain types of company file corruption.

You can find the Optimisation Assistant in the folder that was created in the Programmes folder of your Windows Start menu when you installed MYOB Premier. If you're able to optimise the file without further errors, we recommend that you then use the Data Verification Utility to be sure your company file is in its "healthiest" form. You can find the Verify Company File command under the File menu of your software.

If the Optimisation Assistant or the Data Verification Utility indicates that the problem wasn't repaired, you can either send the file in to the Customer Care Team for repair or restore from a backup.

"The file you have chosen is not a Premier company file."

Situation

The file you attempted to open isn't a valid MYOB Premier company file, and can't be used by the version of MYOB Premier on your workstation.

Solution

You can't open this file using MYOB Premier. Click OK to close this message, then attempt to open a valid MYOB Premier company file.

Our other page Error: "Unable to open file" might also help.

"Unable to open file; file may be locked or in use, or access privileges may be incorrect...disk may be full."

Situation

This message may appear for a number of reasons. Possible causes might be that the company file is locked, access privileges for the company file may be incorrect, or there may not be enough room on the workstation where the company file is stored. You might also receive this message if a person at a different workstation is performing a function with MYOB Premier that requires that only one workstation access the company file during that function.

Solution

Check to see that you have given full (read/write) access to the folder where your company file is located; in other words, be sure that all workstations are allowed to make changes to the file within the location you selected for the company file.

If you have very little room on the hard disk where your company file is stored, remove some items from the workstation. You may also want to consider increasing the size of the workstation's hard disk, since your company file will probably continue to increase in size over time.

If another workstation is performing a single-user function, simply wait for the function to be completed, and then open the company file. 

If you are still unable to release the file, it will be necessary to re-boot the pc which holds the datafile - either your own pc or the server.  The re-boot will release the Lock File and you will be able to delete it.

Our other page Error: "Unable to open file" might also help. 

"You have reached the maximum number of simultaneous users allowed under your MYOB Premier Workstation License..."

Situation

The maximum number of users is already accessing this company file. You can't open this company file at this time.

Solution

Wait until one of the users accessing the company file stops using the company file. If you encounter this message frequently, you may want to purchase additional workstation licenses to increase the number of simultaneous users of the company file.

The Active Workstations window allows you to see which users are currently accessing a particular company file. This window also shows the number of workstations licensed. To open the Active Workstations window, choose Active Workstations from the File menu on one of the workstations already accessing the company file.

If the number of simultaneous users allowed under your MYOB Premier license has not been reached, it's possible that the company file was closed incorrectly the last time one of the users exited MYOB Premier. To repair this situation, all current users of the company file must close the company file and then reopen the company file. You should then be able to open the company file with this user ID again.

Our other page Error: "Unable to open file" might also help.