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See the relevant error message below for more information about how the error was caused, and how it might be prevented.

Error: Unable to confirm this company file

This error message can appear during the company file activation or confirmation process. In both circumstances, you can only resolve the issue by phoning MYOB Support: 1300 555 151 (Australia) or 0800 60 69 62 (New Zealand). The following information explains why this message may appear and provides information about how it might be avoided in future.

 

If this error occurred during the activation process

This error may occur when you have already activated the maximum number of files (the company file limit) allowed under your software serial number and the software licence. When you purchased your software, you received a company file limit. When this limit is reached, you can purchase licence extentions to activate more files or you can de-activate files you no longer use.

Tips for avoiding this error…

  • You may be activating company files when you don’t need to. For example, you are restoring old backup files (2003 releases and prior) to obtain reports or data and you activate the file when prompted. To avoid this, select the read-only option next time you are prompted to activate a file.
    When you open a file in read-only mode, you can still view, print or export information from the file, but you cannot enter or edit information.
  • You can deactivate company files you no longer use to enter transactions in. If you create multiple company files (for example, you create a new file each financial year) you can deactivate the old files to free up the amount of activated files you can have, up to the amount you are licenced for. If you need to extract information from them later, you can open them in read-only mode. Note that deactivation of a file can take several days to process. To deactivate a file, contact MYOB Support: 1300 555 151 (Australia) or 0800 60 69 62 (New Zealand).
  • Use advanced search methods to find lost files. If you cannot find a recently created or upgraded file, you might decide to create another file or upgrade the older file again. If you do this, and then activate the second file, the MYOB software database records another company file activation against your software serial number. If you have misplaced a file, perfom an advanced search on your computer using the term ‘*.myox’ as part of the filename.
If this error occurred during the confirmation process

Confirmation follows the activation process. It authenticates your product serial number (which is stored in your company file) against the MYOB software database. Usually, confirmation is only requested once or twice a year (every 4–9 months) for each company file. If you are prompted to confirm (and you subsequently confirm) any file more often than this, you will eventually reach a confirmation limit.

When you reach the confirmation limit, MYOB will lock your serial number and disallow any further access to your company files. This is because frequent confirmations can indicate unauthorised use of your software or company files.

The only way to unlock your serial number is to phone MYOB Support: 1300 555 151 (Australia) or 0800 60 69 62 (New Zealand).

You may get frequent requests to confirm files in the following situations.

  • You open your company file on computers with different system dates. This might happen if:
    • you move your company file between computers (for example, between the office and home).
    • you access your company file over a network, and the computers in the network have different system dates.
    • you frequently change the system date on your computer.
  • You provide your company file to your bookeeper or accountant for them to enter transactions at end-of-period. They may be prompted to confirm the company file each time they open it and this could be several times in a short period. If you are using the file simultaneously and you also confirm the file, the multiple confirmations cause the error message and prevent access to your company file.
  • You keep restoring a company file that requires confirmation.

You may not know you are being asked to confirm a file frequently if you have set up your company file to confirm automatically when prompted.

These scenarios may not be avoidable in some cases. However, you might be able to minimise the chances of it happening by doing some of the following.

  • Avoid changing the system date on your computer.
  • Switch off automatic file confirmation so that you will know if you are being asked to confirm your file too often. This gives you a chance to deal with the problem before it occurs.
  • Synchronise the system dates of the computers that you share the company file across. This may only be viable if the computers are in the same location.
  • Avoid moving your file between computers altogether, by uploading your file to the cloud, or install your software on a laptop, making your company file more portable.
  • Ask your accountant or bookkeeper to report frequent confirmation requests.
  • If your accountant or bookkeeper only requires your company file for a short period, ask them to select the ‘Confirm later’ option when prompted.

 Error: The confirmation code is not valid

The above error message can appear for several reasons. The following describes the reasons and solutions for this error.

 

The confirmation code was entered incorrectly

You have activated or confirmed the company file by phone and have typed the confirmation code you were given incorrectly.

To avoid this error

  • Re-enter the confirmation code. Make sure you only use numeric characters.
  • In the event you have written the code down incorrectly, you will need to get a new confirmation code. Close and re-open the file, then complete the full activation or confirmation process again.
Incorrect software version

You may be attempting to activate or confirm a company file that was created in a software version that you are not registered for. This can happen if:

  • you are trying to open a company file using software that is ‘greater than’ the one represented by the serial number recorded in your company file. For example, you are using AccountRight Plus to open the file, but your serial number is for Accounting Standard.
  • the version number of the product you are using is ‘greater than’ the one represented by your serial number.

To avoid this error

  • Ensure the serial number used during activation or confirmation matches the product that you are using to open your company files.
  • If you have multiple software versions installed on your computer, try opening the file in a different version.
  • If you inherited company files from another business (for example a business you have acquired or taken over) and you wish to add or edit data in these files, go to the Help menu and choose Change Serial Number. You can then enter your own serial number and activate these files. However, if you only wish to view, print or extract data from these files, then choose the read-only option when prompted.