You are viewing an old version of this page. View the current version.
Compare with Current View Page History
Version 1 Next »
This information applies to MYOB AccountRight version 19. For later versions, see our help centre.
https://help.myob.com/wiki/x/GQuc
ANSWER ID:9256
Sometimes things don't always go to plan and you need some help to fix your data file. This might be to remove a serial number, reset a password, or to repair a corruption. Whatever the reason, the MYOB Data File Repair Team is here to help.
[Australia only]
This support note explains how to get your file to us, and what to do when we send it back. For more information on our data file repair services, including pricing, visit myob.com.au/datafile_repair.
Note: Data files and submission forms cannot be emailed to MYOB.
Here's what we'll cover in this support note:
Contact MYOB to arrange the service
Upload your data file and submission form
Error when uploading your file
Send us a confirmation email after uploading your file
Download your repaired data file
Contact MYOB to arrange the service
Before you can send us your file, you need to call us on 1300 555 123 (or 1300 555 115 for Retail products) to request the service. This allows us to provide you with:
- a username and password which you'll need to upload your file to our secure server
- the applicable submission form (serial number removal, password reset, or data file repair), and
- any other information you might need regarding the service.
We'll then send you an email containing the required submission form which you need to complete and upload with your data file.
Upload your data file and submission form
Make sure you send us a backup of your file or database - not the file itself. The following support notes will step you through how to create a backup in your software.
Backup and restore company file (AccountRight v19 and earlier)
Backup and restore your company file (AccountEdge or FirstEdge)
Backup and restore a RetailManager Shopfront
Note: If creating a backup for an AccountEdge (Mac) company file, ensure the company file name doesn't exceed 25 characters (including spaces).
To upload files:
- Open an internet browser such as Internet Explorer.
- Go to the address https://datafile.myob.com.au
- At the login window, enter your Username and Password. These details were provided to you by MYOB.
Once logged in, you will see two folders. You need to upload your data file to the datafile folder, and if applicable, upload your submission form to the documents folder.
Note: Do not upload submission forms to the datafile folder as this will significantly delay the repair process. Also, do not select the checkboxes next to the datafile or documents folder. - Click the datafile folder - NOT the checkbox. You need to be within the folder to upload your file.
- Click Adding.
- Browse to the data file you want to upload. In Windows this will be a ZIP file (as shown in the example below), or on a MAC this will be a SIT file. Click the file then click Open.
- Click Upload.
- Repeat steps 5 - 7 for additional data files to be uploaded. The uploaded file(s) will appear as shown in the example below.
Note: To remove an uploaded file, tick the checkbox next to the file to be removed then click Delete. - If you are also uploading your submission form, click Parent Directory (just above the file(s) you have uploaded), then click the documents folder (NOT the checkbox).
- Click Adding and upload your completed submission form the same way you uploaded your data file(s).
Error when uploading your file
The following error will be encountered if you attempt to upload a file directly to the Parent Directory:
To avoid this error, make sure you upload your files to the applicable folders. In other words, upload your data file to the datafile folder, and your submission forms to the documents folder.
Send us a confirmation email after uploading your file
When all files are uploaded, send a confirmation email to the MYOB Data File Repair Team to advise that your file has been uploaded. This confirmation email will determine your place in the repair queue. If we don't receive this email, your request will not be actioned!
Who do I send the email to?
- For accounting products, such as AccountRight or AccountEdge, email datafiles@myob.com.au
- For Retail products, such as RetailManager, email rmdatafiles@myob.com.au
What do I put in the email SUBJECT?
- Your Serial Number
- The service you require, e.g. serial number removal, password reset, or repair
- The type of service, e.g. Premium or Standard
Anything else?
If you're sending your file for repair, in the body of the email please also include a description of the problem you're experiencing. Having the steps to replicate the problem will speed up our investigation.
Download your repaired data file
Once we've completed your request, we'll send you an email. Once you receive this email follow the steps below to download your data file.
- Open an internet browser such as Internet Explorer.
- Go to the address https://datafile.myob.com.au
- At the login window, enter your Username and Password. These details were provided to you by MYOB.
- Click the datafile folder. You should be able to see the updated file as shown in the example below.
- Click the file.
- At the prompt, click Save and choose where you want to save the file.
- You can now restore the file in your MYOB software. For help with this, see the relevant support note:
Restoring a repaired company file - Windows
Restoring a repaired company file - MAC
Restoring a repaired RetailManager shopfront
Note: It may take a considerable time to upload or download files depending on the size of the files, the speed of your internet connection, and the amount of internet traffic. If the transfer is going to take longer than 30 minutes there is a chance the connection will time-out and you will need to start again.
[New Zealand only]
This support note explains how to get your file to us, and what to do when we send it back. For more information on our data file repair services, including pricing, visit myob.co.nz/datafile_repair.
Note: Data files and submission forms cannot be emailed to MYOB.
Here's what we'll cover in this support note:
Contact MYOB to arrange the service
Upload your data file and submission form
Error when uploading your file
Send us a confirmation email after uploading your file
Download your repaired data file
Contact MYOB to arrange the service
Before you can send us your file, you need to call us on 0508 32 82 83 to request the service. This allows us to provide you with:
- a username and password which you'll need to upload your file to our secure server
- the applicable submission form (serial number removal, password reset, or data file repair), and
- any other information you might need regarding the service.
We'll then send you an email containing the required submission form which you need to complete and upload with your data file.
Upload your data file and submission form
Make sure you send us a backup of your file or database - not the file itself. The following support notes will step you through how to create a backup in your software.
Note: If creating a backup for an AccountEdge (Mac) company file, ensure the company file name doesn't exceed 25 characters (including spaces).
To upload files:
- Open an internet browser such as Internet Explorer.
- Go to the address https://ftp.myob.co.nz
- At the login window, enter your Username and Password. These details were provided to you by MYOB.
Note: Leave the Domain field set to Datafiles.
Once logged in, you will see two folders. You need to upload your data file to the datafile folder, and if applicable, upload your submission form to the documents folder.
Note: Do not upload submission forms to the datafile folder as this will significantly delay the repair process. Also, do not select the checkboxes next to the datafile or documents folder. - Click the datafile folder - NOT the checkbox. You need to be within the folder to upload your file.
- Click Adding.
- Browse to the data file you want to upload. In Windows this will be a ZIP file (as shown in the example below), or on a MAC this will be a SIT file. Click the file then click Open.
- Click Upload.
- Repeat steps 5 - 7 for additional data files to be uploaded. The uploaded file(s) will appear as shown in the example below.
Note: To remove an uploaded file, tick the checkbox next to the file to be removed then click Delete.
Uploading the submisssion form - If you are also uploading your submission form, click Parent Directory (just above the file(s) you have uploaded), then click the documents folder (NOT the checkbox).
- Click Adding and upload your completed submission form the same way you uploaded your data file(s).
Error when uploading your file
The following error will be encountered if you attempt to upload a file directly to the Parent Directory:
To avoid this error, make sure you upload your files to the applicable folders. In other words, upload your data file to the datafile folder, and your submission forms to the documents folder.
Send us a confirmation email after uploading your file
When all files are uploaded, send a confirmation email to the MYOB Data File Repair Team to advise that your file has been uploaded. This confirmation email will determine your place in the repair queue. If we don't receive this email, your request will not be actioned!
Who do I send the email to?
- For accounting products, such as AccountRight or AccountEdge, email data@myob.co.nz
- For Retail products, such as RetailManager, email rmdatafiles@myob.com.au
What do I put in the email SUBJECT?
- Your Serial Number
- The service you require, e.g. serial number removal, password reset, or repair
- The type of service, e.g. Premium or Standard
Anything else?
If you're sending your file for repair, in the body of the email please also include a description of the problem you're experiencing. Having the steps to replicate the problem will speed up our investigation.
Download your repaired data file
Once we've completed your request, we'll send you an email. Once you receive this email follow the steps below to download your data file.
- Open an internet browser such as Internet Explorer.
- Go to the address https://ftp.myob.co.nz
- At the login window, enter your Username and Password. These details were provided to you by MYOB.
- Click the datafile folder. You should be able to see the updated file as shown in the example below.
- Click the file.
- At the prompt, click Save and choose where you want to save the file.
- You can now restore the file in your MYOB software. For help with this, see the relevant support note:
Restoring a repaired company file - Windows
Restoring a repaired company file - MAC
Restoring a repaired RetailManager shopfront
Note: It may take a considerable time to upload or download files depending on the size of the files, the speed of your internet connection, and the amount of internet traffic. If the transfer is going to take longer than 30 minutes there is a chance the connection will time-out and you will need to start again.