Step 6: Submit a Case to MYOB Support

If you have not found a solution for your issue, create a case for the MYOB support team and provide as much information in it as you can, which may include the following information:
  • Basic points to reproduce the issue
  • Version and build of MYOB Acumatica
  • Troubleshooting steps taken so far (provide screenshots where applicable):
    • Have you checked whether the site is licensed?
    • Have you checked the speed from other browsers?
      • If the issue is reproduced in only one browser, specify the browser and its version.
    • Have you checked the speed from other locations?
    • Have you checked automation schedules?
    • Have you checked the list of running processes in MYOB Acumatica and in the operating system?
    • Have you checked whether antivirus software is blocking the site?
    • Have you checked the configuration of the application server?
      • Specify whether dynamic content compression is enabled in the system.
      • Specify whether the application uses its own application pool.
      • Specify the mode in which IIS is running.
      • Specify the parameters of the application server (total physical memory, number of CPU cores, operating system, and number of concurrent users in the system).
    • Have you checked the configuration of the database server?
      • Specify whether the application server and database server are on separate hosts.
      • Specify the maximum server memory specified in SQL Server settings.
      • Specify whether weekly maintenance plans are scheduled.
      • Specify the parameters of the database server (total physical memory, number of CPU cores, and operating system).
      • Provide the performance reports of SQL Server.
      • Specify whether you have found any locks in the SQL Activity Monitor.
    • Have you used the MYOB Acumatica Request Profiler?
      • Provide the logs of the Request Profiler in a ZIP archive with JSON files.
      • Specify whether you have found any long-running requests.
    • Have you obtained any additional information?
      • Include memory dump file.
      • Include update history and errors.
      • Include maintlog.txt.
      • Include first-chance exception log.
      • Include dotTrace snapshot.
  • Access credentials
  • Convenient times to reset the system without contacting the client (if any)