Installation troubleshooting

If you already have AccountRight installed, the best way to update your software is via the Update now message that appears in your software.

If you've downloaded the install file and are receiving this error, install AccountRight by right-clicking the installation file and choosing Run as administrator.

If the error persists

Uninstall your current AccountRight version then try the installation again. Uninstalling AccountRight only removes the software - your company files and customised templates are not affected.

To uninstall AccountRight:

1. Access the list of programs that are installed on your computer.
   
   If you're using:

   • Windows 10 - Right-click the Windows Start button and choose Apps and Features.

   • Windows 8 - Right-click in the screen's bottom-left corner and choose Programs and Features.

2. Click the AccountRight software you want to uninstall then click Uninstall. In some Windows versions this may appear as Change/Uninstall.

3. Click through any confirmation windows, and click Yes to wanting to completely remove the selected application and all of its components.

4. You can now install AccountRight by right-clicking the installation file and choosing Run as administrator.

If you've downloaded the install file and are receiving this error, install AccountRight by right-clicking the installation file and choosing Run as administrator.

If the error persists, it means there's some Windows updates that need to be installed on your computer.

Here's what to do:

1. Click to check for available Windows updates.

   Windows 10 automatically installs Windows updates, but if you want to check for updates manually:

   Click the Start button ( )  > Settings ( ). Click Update & security and then click Install now if you have any updates available. If you have no updates to display, click Check for updates.

2. Select all 'Important' updates.

3. Select all 'Optional' updates which refer to .NET Framework.

4. Install the selected updates.

5. If prompted, restart your computer.

You should now be able to install AccountRight.

If the error persists, download and install Microsoft SQL Server Compact 4.0 from the Microsoft support site. Installation instructions are also provided.

An error code 0x800713ec - Asia can occur if there's one or more important Windows updates which need to be installed.

To check for Windows updates:

1. If your computer only allows users with administrator privileges to install updates, log into Windows as administrator.

2. Go to windowsupdate.microsoft.com and follow the instructions to check for updates.

3. If updates are available:

   1. Select all Important updates.

   2. Select any Optional updates which refer to .NET Framework.

   3. Click Install to install the selected updates.

4. Restart your computer. 

Still getting this error?

If you're using Windows 8.1 try manually installing Windows update KB2919355. See this Microsoft support article for instructions.

If the error persists, try manually installing Microsoft .NET Framework version 4.7.2. You can download it from this Microsoft website.

An error code 0x80070002 means there are some files or folders on your computer which couldn't be accessed during the installation.

This is how you can fix it:

1. Simultaneously press the Windows and R keys on your keyboard (the Windows key is between the Ctrl and Alt keys). TheRun window appears.

2. In ther Open field, type %localappdata% then click OK.
    

   

   A list of folders is displayed.

3. Right-click the folder called Package Cache and choose Properties.
   

   

4. Click the Security tab.

5. Click one of the entries in the box labelled Group or user names then click Edit.

6. Click Add.

7. In the white box (where the cursor is flashing), type SYSTEM then click Check Names.
   

   

8. Click OK.
   SYSTEM should now be listed as one of the entries in the box labelled Group or user names:
    

   

9. Click OK, then click OK again.

You should now be able to install AccountRight.

An error code 0x8070005 occurs if you're not logged into your computer as an administrator, or a user with administrator priviledges. Try right-clicking the downloaded installation file and choosing Run as administrator.

Because this is a Windows permissions issue, if the error persists you might need help from an IT person.

An error code 0x800b0101 is caused by an expired certificate in an older AccountRight installer. To fix this error, you'll need to download the latest AccountRight installer.

An error code 0x80070570 is a Windows error that can mean a few things. It can be caused by malware, viruses or other malicious software affecting the installation. So start by ensuring your security software is up to date then perform a full scan of your computer.

Next, make sure you're using the latest installer for the AccountRight version you're trying to install. There's links below for current and older AccountRight versions.

If the error persists, it could suggest an issue with your computer's hard drive. If this is the case, it'll affect the installation of any new software - not just AccountRight. The latest version of Windows (Windows 10) automatically checks your hard drive for issues like this. So if you haven't already, it's worth updating your computer to Windows 10.

Whether it's updating, repairing or diagnosing hard disk issues—a computer expert might be your best option.

This error relates to Windows permissions and can sometimes occur in a network setup. One solution that has worked for others is to right-click the installation file and choose Run as administrator.

If this doesn't work for you, it means there's something on your computer stopping the installation. Speak to your network administrator or an IT person about your permissions. You could also ask the experts on the community forum who will be happy to help.

If you're getting an error code which isn't listed above, try the following:

1. Try searching for the error on the MYOB community forum.

2. Ensure you meet the AccountRight system requirements. Installation errors can occur when trying to install on unsupported operating systems (such as Windows XP).

3. Install all available Windows updates. See this Microsoft support article for information on installing updates.

4. After installing Windows updates, restart your computer.

5. Close all programs, including antivirus programs, and start the AccountRight installation again by right-clicking the installation file and choosing Run as administrator. When complete you can restart your antivirus program.

6. If your problem persists you may need to seek professional IT assistance.

1. Download the latest AccountRight version (subscription required): download PC Edition | download Server Edition 

2. Right-click the downloaded file and choose Run as administrator.

Make sure you're opening the latest AccountRight version using the new shortcut on your desktop.

Also, if you have more than one AccountRight company file under the same serial number, you'll need to update each company file to the latest AccountRight version. If you only update one company file, the Update now button will remain showing in each of your company files.

If the Update now button remains, uninstall AccountRight then reinstall the latest AccountRight version.

When you uninstall AccountRight, your company files and customised templates are not affected.

1. Uninstall AccountRight.

   1. Access the list of programs that are installed on your computer.

   2. Click the AccountRight software you want to uninstall then click Uninstall. In some Windows versions this may appear as Change/Uninstall.

   3. Click through any confirmation windows, and click Yes to wanting to completely remove the selected application and all of its components.

2. Install the latest AccountRight version. You can download it here (subscription required): download PC Edition |  download Server Edition  

If you've installed all available windows updates, download and install Microsoft SQL Server Compact 4.0 from the Microsoft support site. Installation instructions are also provided.

When you're done, try the AccountRight installation again. If you need to download the installer: (subscription required): download PC Edition |  download Server Edition

These are Windows errors (not AccountRight errors), usually occurring when installing or uninstalling software in a Windows 8 environment. 

The following external website steps you through fixing the problem – however, we advise that you seek professional IT assistance, as the process is quite technical:

Error 2503 and 2502 when installing / uninstalling on Windows 8

After installing the latest version of AccountRight, the following message will appear if you accidentally try to install an AccountRight version which is already installed on your computer.

Click Close and make sure you're using the correct desktop icon to start AccountRight.

If you're installing AccountRight on a computer running Windows Server 2012 or 2016, the installation will freeze at "Publishing product information" if Windows Installer RDS Compatibility is enabled.

To fix this issue you'll need to disable Windows Installer RDS Compatibility.

1. Simultaneously press the Windows and R keys on your keyboard. The Run window appears.

2. Type gpedit.msc and click OK. The Local Group Policy Editor window appears.

3. Navigate to Computer Configuration > Administrative Templates > Windows Components > Remote Desktop Services > Remote Desktop Session Host > Application Compatibility.

4. In the right pane, right‐click Turn off Windows Installer RDS Compatibility and choose Edit.

5. Select Enabled. This will disable Windows Installer RDS Compatibility.

6. Click OK.

The downloaded installation file might be missing the .exe file extension (for example MYOB_AccountRight.exe). Without this, your computer doesn't know what the file is or what to do with it.

To fix it, right-click the downloaded file and choose Rename, then add .exe to the end of the file name. Make sure there is nothing else after the .exe

You'll then be able to start the installation by right-clicking the file and choosing Run as administrator.

Still not working? Delete the downloaded file and download it again. The file might not have downloaded completely the first time.

Download PC Edition | Download Server Edition

This error means the folder where AccountRight is trying to install has been redirected to a network location.

By default, here's where AccountRight will try to install:

• AccountRight PC Edition will try to install in user's Documents folder, e.g. C:\Users\John.Smith\Documents

• AccountRight Server Edition wil try to install in the Public Documents folder, e.g. C:\Users\Public\Documents

If the Documents or Public Documents folder is being redirected to a network location, the AccountRight installation will fail.

If folder redirection has been implemented in your network, it has usually been done for a reason. Check with the person who set up your computer or network administrator to see if the redirection can be removed from the Documents or Public Documentsfolder (depending on which AccountRight edition you're trying to install).

To check where a folder is being redirected to, right-click the folder and choose Properties, then click the Location tab.

If the AccountRight PC Edition can't be installed because the Documents folder is being redirected, try installing the AccountRight Server Edition instead. This is typically for network servers and will install AccountRight to the Public Documents folder.

There are some Windows components required on your computer to ensure AccountRight can operate smoothly.

Here's how to check for any available updates you might need to install:

1. If your computer only allows users with administrator privileges to install updates, log into Windows as administrator.

2. Click the Windows Start button and click the Settings icon to open the Windows Settings screen.
   

   

3. Click Update & Security then click Check for updates. If you can't access your windows updates, you might be in a network where you'll need to get your IT administrator's help.

4. If updates are available:

   1. Select all Important updates.

   2. Select any Optional updates which refer to .NET Framework.

   3. Click Install to install the selected updates.

5. Restart your computer.

Antivirus software looks for files on your computer which it thinks shouldn't be there. If your antivirus software doesn't recognise AccountRight or some of its components, it can affect how AccountRight performs. To avoid this, you can exclude some AccountRight files and folders from being scanned.

Before adding exclusions, try temporarily disabling your antivirus software to see if it makes a difference to AccountRight's performance. If there's no difference, it's not worth setting up exclusions.

If you want to set up exclusions:

• Talk to an IT professional who can evaluate your system performance and any potential security implications of adding exclusions.

• Use the information provided below to set up the exclusions. You'll also need to refer to the help in your antivirus software for instructions on adding exclusions. Here are instructions for some popular antivirus software: AVG, Norton360, Kaspersky, Trend Micro, McAfee.

Exclude the MYOB folder

Exclude the MYOB folder

If your antivirus software allows folders to be excluded, exclude the following MYOB folder (<user.name> refers to the specific Windows user, so you'll need to add an exclusion to this folder for each person who logs into Windows to use AccountRight).

Exclude this folder:

C:\Users\<user.name>\AppData\Local\Programs\MYOB\

Exclude programs

Exclude program files

If your antivirus program allows program files to be excluded, exclude the files listed below (<user.name> refers to the specific Windows user, so you'll need to add an exclusion to these files for each person who logs into Windows to use AccountRight).

Exclude these files:

C:\Users\<user.name>\AppData\Local\Programs\MYOB\AccountRight\Huxley.Application.exe

C:\Users\<user.name>\AppData\Local\Programs\MYOB\AccountRight\app-<latest version>\AccountRight.API.AddOnConnector.exe

If you still receive a message about a failed update after adding these exclusions, check your Internet Explorer settings as described in the next task.

Regardless of which internet browser you use on your computer, AccountRight uses a specific Internet Explorer setting to be turned on.

Here's how to check that it's turned on:

1. Close AccountRight.

2. Open Internet Explorer (click the Start button and type Internet Explorer then click Internet Explorer.
   

   

3. In Internet Explorer, click the Settings icon and choose Internet options.

4. Click the Advanced tab.

5. Scroll down near the bottom and select the option Use TLS 1.2.
   

   

6. Click OK to save your changes.

7. Close Internet Explorer.

8. Open AccountRight and open your company file.

If you still receive a message about a failed update, check your firewall settings as described in the next task.

Your computer's firewall keeps your computer safe by monitoring incoming and outgoing traffic. But it might be preventing AccountRight from downloading updates. If you're knowledgeable about your firewall settings, or with the help of an IT person, you can create a rule to allow connections with the domain ar-services.myob.com. Check the help for your firewall program about how to add rules.

Just be careful as adding, changing, or deleting rules incorrectly can cause your computer to be more vulnerable or can cause some programs not to work.