Background

This support article has information regarding errors you can receive while you are using AccountEdge and how to resolve them.

If you are having trouble opening AccountEdge please see this FAQ for Windows OS or this FAQ for Mac OS.

If you are having trouble installing AccountEdge please see this FAQ.

Termination Messages

When AccountEdge terminates while you are attempting to use the software it will often provide what is known as a Termination Code. These are codes that are generated by the software (as opposed to the Operating System). These Termination Codes indicate different problems. These problems fall into two general categories: File Corruption and Other Terminations.

File Corruption is generally indicated by a -3000 error (excepting -3000 in DMGetVersionInfo and -3000 in DMBuildKey). This support page has further information on File Corruption and what can cause it.

Other Terminations include problems like network errors and problems that can be resolved by reinstalling the software. This is a list of known Termination Codes that are NOT File Corruption:

• Errors -9999 and -9998
• Errors -1100 and -1115
• Error -1302
• Error -3000 in DMGetVersionInfo
• Error -3000 in DMBuildKey
• Error 1231 When Processing Payroll
• Test 7 When Verifying Company File
• PRMUseRecord - logical record number is not greater than zero

Errors -9999 and -9998

Termination codes followed by a - 9998 or - 9999 indicate a Network Error in the user environment. You can occasionally get the message: AccountEdge NE must terminate. This is usually due to something, such as a network problem or machine going to sleep, in your environment. When AccountEdge NE is running, machines (host and work stations), shouldn't sleep. This is set in Energy Saver section of the System Preferences.

Errors -1100 and -1115

Termination codes -1100 and -1115 indicate an issue with the installation of AccountEdge. If you receive this error message the first thing to do is to make sure you are on the latest build of AccountEdge. On a Mac go to the top menu bar and select AccountEdge Pro/NE > Check for Updates. On a Windows go to the top menu bar and select Help > Check for Product Updates. If updating doesn't working you can also try uninstalling and reinstalling AccountEdge.

Error -1302

This typically means that AccountEdge is looking for a record in your company that no longer exists. It could be caused by different things, but most likely it's a record that was deleted. Optimizing the company file (File > Optimize) usually resolves this issue. Verifying (File > Verify) the company file will identify any records that are missing, and also identify any potential file corruptions.

Error -3000 in DMGetVersionInfo

Error -3000 in DMGetVersionInfo is an error that used to result in the message "This is not an AccountEdge Company File." It occurs when a user is incorrectly terminated out of the file and then they attempt to get back into it. To resolve the issue you can either rename the file (this will quickly resolve it) or restart the host machine.

Error -3000 in DMBuildKey

Error -3000 in DMBuildKey seems to happen when switching platforms and sometimes when upgrading. Make a backup copy of the company file. Attempt to optimize the file on the platform they are using. If the optimization succeeds then you will need to verify to make sure there are no other errors.

Error 1231 When Processing Payroll

If the .net Framework is not up-to-date, AccountEdge on Windows platforms will return a TC 1231 (TC1231, Termination Code 1231) when users attempt to Process Payroll. The resolution is to install ALL Windows updates, which will update the .NET Framework. Having the latest, up-to-date .NET Framework will resolve the problem. You should uninstall and reinstall AccountEdge after installing the Microsoft updates.

Failing Verification for Test 7

If the file fails verification for Test 7 it often indicates that a particular item is missing it's linked accounts. You can resolve this by going to your Inventory > Item List and adjusting the item in question.

PRMUseRecord - logical record number is not greater than zero

This error message can occur when attempting to upgrade older files to new versions of AccountEdge. You should attempt to verify the file in the version you were using before upgrading. If you receive any error notifications that give you the option to "Fix Now" you should do so and then attempt to upgrade the file again.

Index Error Messages

Index Error Messages (ie: Index 38, Index 57, etc) can appear when you try to open a company file. These messages indicate that the company file was damaged in a prior session. You may be able to repair the file using the Optimization Assistant, found in the File menu (File > Optimize).

If you're able to optimize the file without further errors, we recommend that you then Verify the company file (File > Verify) to be sure your company file is in good shape.

If the Optimization Assistant or Verification indicates that the problem can't be repaired, you'll need to restore your most recent backup to continue working in AccountEdge or alternatively contact our Customer Care team to see if the file can be repaired. Regrettably, any entries that you made since the most recent backup will need to be reentered.

AccountEdge Has Stopped Responding or Application Has Stopped Working

The messages "AccountEdge has stopped working" or "AccountEdge has stopped responding" are messages that are generated by the Windows Operating System. These messages are not unique to AccountEdge and can occur with any program you are running on Windows.

There are several possible causes for the message:

1. You are performing an action that is going to take up a large amount of your computer's resources. In AccountEdge, this could be a process like the Start a New Fiscal Year process or report building. The Operating System doesn't know how to handle this so puts the message "AccountEdge has stopped responding" in the top portion of the AccountEdge window. Often, if you just allow the computer to keep working it will eventually finish processing the information and you can continue working.
2. The application has actually stopped working. This could be due to a variety of errors including:
   • An underlying system component is damaged
   • You've exhausted your computer's resources (hard disk space, physical memory)
   • There is a conflict with another software program
   • The Operating System cannot support the version of AccountEdge you are attempting to use
3. The application is damaged and needs to be reinstalled

Unfortunately, since the list of possible problems is long, the message is fairly vague, and it's the Operating System that is generating it - this is not something that our support team is equipped to troubleshoot.

If you do need a download link to be able to reinstall the program you can obtain one by logging into your My Account page.

Unable to Create Custom Forms

Background

When you first opened a Company File in a new version of the AccountEdge software a Support Folder would be created to store your Custom Forms, Custom Reports, Graphics, Spreadsheets, and your AccountEdge Company File.

The default location for this Support Folder is in the Documents folder of the User opening the file.

Sometimes, due to incorrect permission settings AccountEdge does not have adequate permissions to create this folder.

Troubleshooting the Error

Open a Finder window and go to your Documents folder - do you see the "AccountEdge [Version][Country]"* folder here?

If you do try the following:

1. Highlight the AccountEdge [Version][Country] folder.
2. Go up to your "File" menu and choose "Get Info".
3. In here we want to look at the bottom for "Sharing & Permissions".
4. We want to ensure the whole list here has "Read & Write" privileges.
5. You can changes permissions by clicking the lock icon at the bottom right hand corner.
6. After changing all permissions to Read & Write, click on the gear button at the bottom and choose to "Apply to Enclosed Items".

If you do not have an AccountEdge Pro [Version] [Country] folder under Documents:

1. Highlight the Documents folder
2. Go up to your "File" menu and choose "Get Info".
3. In here we want to look at the bottom for "Sharing & Permissions".
4. We want to ensure the whole list here has "Read & Write" privileges.
5. You can changes permissions by clicking the lock icon at the bottom right hand corner.
6. After changing all permissions to Read & Write, click on the gear button at the bottom and choose to "Apply to Enclosed Items".

After following either of these sets of instructions attempt to open your Company File again and create a Custom Form.

Further Troubleshooting

If this did not work - you may need to follow these steps:

1. On your Mac go up to the "Go" menu bar at the top of the screen.
2. In this drop down menu, hold your "Option" key on the keyboard. You should see "Library" appear. Please select this.
3. In Library highlight the "Preferences" folder and go up to your "File" menu and choose "Get Info".
4. We want to ensure the whole list here has "Read & Write" privileges.
5. You can change permissions by clicking the lock icon at the bottom right hand corner.
6. Change all permissions to Read & Write.
7. Go back up to "Go" at the top.
8. Choose "Computer" and then open up "Macintosh HD".
9. In here go to Users > Shared > Library.
10. Highlight the "Library" folder and we want to "Get Info" again.
11. We want to ensure the whole list here has "Read & Write" privileges.
12. You can changes permissions by clicking the lock icon at the bottom right hand corner.
13. After changing all permissions to Read & Write, click on the gear button at the bottom and choose to "Apply to Enclosed Items".

After this has been done, open AccountEdge (close AccountEdge and re-open if it was open) and then attempt to open your Company File again and create a Custom Form.

Replace AccountEdge [Version][Country] with what applies to you.

Problem Backing Up File (Mac)

If the AccountEdge file name is long or the entire path to the file (ie: Macintosh HD/Users/User Name/Documents/This is a Really Long Folder Name/This is a Really Long File Name.myo) is too long it can cause problems when attempting to backup.

If you are attempting to backup into a long path structure it can also be problematic. If you attempt to backup the company file and it does not create a zipped backup as expected - try instead backing up directly to the desktop or shortening the length of the path to which you are backing up.

Index -47 in Reset Routine (Mac)

If you attempt to email from AccountEdge for Mac and receive an Index -47 Error the problem is often the name of your Hard Drive. Removing any special characters (or non-English characters) or renaming the drive to Macintosh HD can resolve this issue.

Data File Being Used By Another Application

When attempting to perform certain actions in the company file you may receive a message that the data file is currently being used by another application.

The actions that can cause this include:

• Verifying the company file
• Optimizing the company file
• Backing up the company file
• Attempting to go through the Start a New Fiscal Year process
• Attempting to go through the Start a New Payroll Year process
• Attempting to upgrade the company file

This message is not indicating that another user is accessing the file, but another program is actually accessing the data file.

Problematic Programs

This is by no means a complete list as there are many different programs that can cause this to occur. The types of programs that cause this problem includes:

• Automated Backup Software: Carbonite, BackBlaze, Crashplan, Windows Server Backup, Seagate Dashboard, macOS's Time Machine
• Cloud or Network Storage Software: Dropbox, iCloud, Sugarsync, Drobo, Google Drive, Microsoft One Drive
• Security Software: Microsoft Security Essentials, McAfee's Security Tools, Norton Antivirus and Security Tools, Avast Antivirus and Security Tools, Kaspersky Antivirus and Security Tools, AVG Antivirus and Security Tools, MacKeeper Software

As noted above - this is by no means a complete list - but just examples of the kind of programs that can cause this error message.

Reasons These Programs are Problematic

The reason these programs are problematic is that they all have the ability to access the .myo company file - backing it up, scanning it for threats, sending duplicate copies to cloud or local store solutions. In essence, all of these are problematic because they make the database inaccessible for the action you're trying to perform.

Resolving These Problems

Please Note: With so many different software programs that can cause this error, our technical support team is not equipped to help with this process. Depending on the type of software you are using the process for stopping, disabling or resolving this problem would be entirely different. For help accomplishing this you can contact the software's manufacturer or an IT Professional.

This problem is generally fairly easy to resolve; however, the action taken could be different for each software.

The options for resolving this problem (depending on the software) include:

• Temporarily disabling the software (in software like AVG you can temporarily disable the software for a certain period of time)
• Quitting the software entirely. You can exit the software and then restart it once the process you are attempting to perform is finished
• Exclude the data file in question from being accessed by the program. Software like BackBlaze allow you to exclude certain folders or file types from being accessed. The file type you would need to exclude is .myo (which is an AccountEdge Database)
• Move the file from the location it is currently in. If you are storing your file in Dropbox, Google Drive, or the like you need to remove the data file from this folder and put it somewhere that is local to your machine and not also attempting to sync to a Cloud service.