Which persona is this?
Installation/update issues often surface for Martha (long-time MYOB legacy users) alongside Growing Greg's multi-workstation rollouts and Tire-Kicker Tom's trial installs.
Installation & Update Troubleshooting
Use this for update failures, install loops, missing DLLs, procedure-entry-point errors, Mac install/crash loops, registration loops, and visual/window sizing issues.
Installation or update issues5 items
AE for Windows - DLL files missing
What to do
Customer needs to make sure they have their Windows FULLY update to date, including all of the c++ 2015 redistributable updates. We are not staying on the phone while they update their OS. - heres a link they can use from microsoft - https://www.microsoft.com/en-gb/download/details.aspx?id=48145
AE for Mac - AE closing and opening after install
What to do
Customer needs to make sure there are no antiviruses running actively or scanning. They need to be able to know how to work their AV, we don't touch antiviruses.
AE For Mac - AE stuck on .NET Framework install
What to do
Most likely an Antivirus blocking this
Update failed generic message when clicking Help > Check for updates
What to do
Customer most likely has a firewall blocking outgoing connections
Procedure Entry Point not found WINDOWS
What to do
First try a reinstall of AE, if that doesn't work then the customer needs to install "Universal C Runtime" updates. https://www.microsoft.com/en-gb/download/details.aspx?id=48145
Registration Issues1 item
Windows only - AE is registered successfully but when closing and re opening, it asks to register again
What to do
This is usually due to lacking admin permissions on the windows PC. Close AE, then right-click > Run As Administrator - register it again and close it again. Re open AE one last time and it should be registered.
AE Crashing MAC1 item
The following FAQ has 5 scenarios for AE crashing on a MAC 1. Upon startup AE does not open at all 2. AE crashes when saving as PDF or Printing Forms or Reports 3. AE crashes during a backup (no termination or no error at all) 4. AE terminates with Termination 1212 5. AE crashes when clicking on the Company Data Auditor
What to do
https://accountedge.helpjuice.com/troubleshooting/possible-accounte…
AE Crashing scenarios MAC1 item
Crashes upon startup, when opening FV, when backing up, etc
What to do
https://accountedge.helpjuice.com/troubleshooting/possible-accounte…
Resizing windows on AEX/NEX1 item
Sometimes a customer will say they can't see all of the buttons OR that its full screen and they don't want it to be full screen
What to do
Resizing Windows on AEX - https://accountedge.com/knowledge-base/accountedge-pro-for-macos-10…
Import/Export1 item
When exporting on mac, the export file wont appear in the saved location (docs, desktop)
What to do
Its most likely due to improper mac user permissions to the folders they are saving to, an AV or iCloud or Dropbox syncing to these folders. I would first try saving the export in the applications folder, usually this is not synced with icloud or anything.