Error 1915: "Collating sequence 'pinyin' is not found"

Resolution: Resolved in AU2012.02 and NZ2012.03 versions.

In rare situations, MYOB EXO Payroll users may be unable to login to a payroll company from the MYOB Login Screen and the "Error 1915 Collating sequence 'pinyin' is not found "message appears.

This is likely to affect all Payroll companies being accessed from one or more payroll user's computers however, normal access to the software may be possible from at least one computer.

This situation can be triggered by certain language settings (within a Microsoft Windows user profile) on computers that run MYOB EXO Payroll:

In particular, this error relates to payroll access from a computer that has had the "Windows add-on for East Asian languages" or similar installed
When a computer is experiencing this error, due to the nature of what is happening then payroll access from other computers can be affected.

To prevent the error from recurring (and before following the procedure detailed below), it is recommended that steps are taken to check for and avoid the situation described above.

Fixing the error message

The objective is to replace and recreate the index files in all of the Payroll company databases (i.e. for each company visible at the "MYOB Login Screen").

It is recommended that the following procedure is done by, or with the assistance of the company's IT staff.

To fix the issue

During this process, ensure that nobody accesses the MYOB EXO Employer Services software till the process is complete.
Identify the folder where the MYOB EXO Employer Services software has been installed (as shown in the shortcut's properties - the default is C:\Payrollv):
- This folder will be referred to as "Payrollv" in the content below
- Make a backup copy of the entire folder before proceeding further
Generate a new "Demonstration Company". This will create new files that have been unaffected by the language pack. To do this:
1. Ensure that there are no copies of the MYOB EXO Employer Services software running on any computer.
2. Within Payrollv, delete the DATABASE folder (this folder contains the Demonstration Company data).
3. Restart the software, which will cause the Demonstration Company to be recreated.
Copy the new CDX files to each Payroll Company folder:
1. In the new DATABASE folder, sort by file type then select all of the files with a .CDX extension and copy these files.
2. Within each Company folder, paste the .CDX files that have just been copied then, when a message appears for overwriting/replacing an existing file, select the option for overwriting/replacing all files.
  
  Within Payrollv each company exists as a sub-folder, with a name in capital letters (possibly an abbreviation of the company name). One way to identify a sub-folder as being a company folder is to check each sub-folder for a set of .CDX files that resemble those files found in the "DATABASE" folder.
Perform a force upgrade of the software to relink all files correctly.
When the Login Screen appears, confirm that the payroll access and data are back to normal.

Need more help? You can open the online help by pressing F1 on your keyboard while in your software.

You can also find more help resources on the MYOB Exo Employer Services Education Centre for Australia or New Zealand.