Which persona is this?
"Where's my file" questions come up often with Martha, our long-time MYOB legacy users adjusting to newer file/backup locations.
Finding Company Files
Use this when customers say they updated, crashed, synced iCloud, or “lost” their file. The core path is the same: search the machine, use backup if needed, and avoid implying AccountEdge stores customer data.
Rep reminder
Company files reside on the customer’s system. When a customer says they lost data, ask whether they have a current backup and whether they searched for the file name or .myo.
Can't Find Company File4 items
Just updated the computer's operating system.
What to do
The solution will always be the same no matter the reason - they need to be able to search for their company file using their computers search utility (mac has magnifying glass at the top right & Windows has the search bar on the bottom left) OR they can simply restore a current backup but they would need to show you where they keep their backups.
Computer crashed ^
What to do
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.
Icloud backup did a sync ^
What to do
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.
Just updated AE and lost path of company file ----> Double click on the next column to view full details :
What to do
If you deal with a customer that can't find their file after updating to latest build (US or CA) - please try using the user.reg file to locate the last used path.
- How to search using user.reg - https://app.screencast.com/ElviUOKL00ZAB
- Path to find user.reg - click Go > Hold option + Library > Application Support > AccountEdge Pro > Bottles > accountedge64 > user.reg > right click open with TextEdit.
- You need to search for "ASDataFilePath" from the Text app Edit menu (top toolbar) - it will populate with a path that looks something like this:
- "ASDataFilePath"="C:\\users\\crossover\\Documents\\AccountEdge Pro\\WidgetsCoffeCo.myo"
- Use this to manually search this path in Finder, and the user's file should be there. At that point, open AE and browse to that location to open their file.
- Alternatively, you can search Finder with a more broader search by typing .myo and then click on "Name Contains" - it will pull up all .myo files - I suggest using the Date opened/Date Modified as a guide for when the user last opened their file.
- Searching via Finder: https://app.screencast.com/zy1K1VaS9zGNZ
I lost my data!3 items
Customer says they installed an update and lost their data
What to do
We do not keep track of customer's data files. Everything resides on their system. If someone calls in saying "I lost all of my data" or "I lost last weeks data" or any variety of that, the outcome/answer is always the same - do they have a backup? Additionally, have they tried searching for their company file name or the extension ".myo" on their PC? If not, refere to How To Videos for searching for company files on mac & windows.
Customer's PC crashed
What to do
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.
Customer claims they lost last month's data
What to do
No exact resolution was provided in the spreadsheet yet. Use this as a keyword placeholder and escalate/route as needed.