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Error: "Failed to download file from server" when opening documents

This support note applies to:

  • AO Document Manager (AU)
  • AO Classic Document Manager (AU)
  • AO Classic Document Manager (NZ)
  • AO Document Manager (NZ)
  • AE Document Manager (NZ)
  • AE Document Manager (AU)
Article ID: 31652

In MYOB Document Manager you may receive the following error message "Failed to download file from server" when trying to open a document.

This error occurs when the document that you are trying to open contains special characters in file name.

Special characters include - * ? / \ : " < >

To fix the error you will need to edit the name of the file.

To edit the name of the file
  1. From within Document Manager, within the client's Documents tab, right mouse click on the relevant document and select Properties. The Document Properties screen opens.
  2. In the Title of the document, remove any special characters. The file name is edited.
  3. Click OK. The Document Properties screen saves changes and closes. You can now open the document.

To check Employee Set Location
  1. From Contact > Employees, search for the Employee not having the issue and double click on the name.
  2. Click Document Settings tab
  3. Note the Employee Set Location.
  4. Open the employee having the issue and enter the Employee Set Location.
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