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Troubleshooting online files

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 the status of our online services at

You can also check our solutions below.




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.

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 is left to do its thing.

If the message persists or remains for an extended period, see AccountRight not responding.

Receiving the message "AccountRight can't connect to the internet"

This message can appear for users who've upgraded from AccountRight v19 and is caused by incorrect message settings. You can:

• click the Additional upgrade tasks link in the message to see if there are any post-upgrade tasks you need to do

• disregard the message and click Close.

If the message keeps appearing, click the purple MOCA icon for help on any help page, and if MOCA can't help, you'll be guided to our other support options for a solution, like live chat.

Need a helping hand?

Contact us and we'll be happy to help.