Troubleshooting online files

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Known issue 08-07-2020

We're currently experiencing an issue affecting access to online company files and other online services. Our experts are working on this as a priority as we realise how important it is to fix as soon as possible.

Working online requires the latest AccountRight version to be installed on all computers using your online file. If you're up to date but still experiencing an issue, check our solutions below.

Troubleshooting

Issue	Solution
Receiving a "Connection error" or "Unable to connect" message	If you've checked the obvious things, like your network cables, try also unplugging your modem and router and wait a minute before reconnecting them. If you're still having issues try our other troubleshooting suggestions. If you're using AccountRight Server Edition and the "Unable to connect" message also refers to the AccountRight Library Service, see AccountRight library service issues.
Can't open an online company file	This could be an internet connection issue, or something else which is preventing the file being opened. See Work on an online company file for a possible solution.
Backup in progress	AccountRight 2020.2 onwards. When an online file is being backed up, no users can access it. For more information, see Important changes in AccountRight 2020.2.
Having trouble uploading a file	There's a few things you'll need before putting your file online - see Put your company file online to learn more. If you're seeing a specific message when trying to upload your file, check this topic for a solution.
AccountRight running slow when working online	There are some things you can do to ensure AccountRight runs at its best. See Speed and performance tips.
Receiving the message "AccountRight not responding"	This message can mean AccountRight is still working in the background (like recording a big transaction), but Windows thinks AccountRight has stopped working. These messages often go away if AccountRight if left to do its thing. If the message persists or remains for an extended period, see AccountRight not responding.