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Article ID: 36813

Accountants Office Suite
Accountants Enterprise Suite
Australia
New Zealand
OnTheGo (NZ)
OnTheGo (AU)
Workpapers (NZ)
AO Practice Manager (NZ)
AO Practice Manager (AU)
AO Workpapers (AU)
AE Workpapers (AU)
AE Practice Manager (NZ)
AE Practice Manager (AU)

ARTICLE LAST UPDATED: 6/09/2016 10:15:00 AM

When attempting to set up the OnTheGo service, you may find that it does not work correctly and the website is not able to connect to your Practice.

MYOB has determined that if you experience connectivity issues, it may be because an Internet Proxy and or Firewall Server is causing this inability to connect. We recommend checking that these are configured correctly to permit the required connection to your Practice.

The following process may require you to configure your Internet Proxy and or your Firewall Server.  If you do not know how to configure the Internet Proxy and or your Firewall Server you will need to provide this information to your IT Consultant as this is outside the scope of your MYOB Service Agreement.

Configuring my Internet Proxy and or Firewall Server

To ensure that an Internet Proxy and or Firewall Server is not causing these issues, have a qualified IT Consultant check and allow for the following:

All users are to have unrestricted access to the following sites for both HTTP (port 80) and HTTPS (port 443) protocols:

  • https://onthego.myob.com
  • http://otgautoupdate-prod.s3-website-ap-southeast-2.amazonaws.com
  • https://relaycloud.api.myob.com
  • https://onthegomonitoring.azure-mobile.net
  • https://relay.api.myob.com
  • https://secure.myob.com
  • https://collabmaintenance.myob.com
  • https://adcloudservices.com.au
  • http://adhelp.myob.com/
  • http://api.adcloudservices.com.au

MYOB INTERNAL STAFF ONLY

Internal Notes:

If an escalation is required ensure that you have done the following:

  1. Test if the client can access the following websites:

    Web Server - https://onthego.myob.com
    OnTheGo Updates - http://otgautoupdate-prod.s3-website-ap-southeast-2.amazonaws.com
    Relay Service for OnPremise - https://relaycloud.api.myob.com
    Relic logging - https://onthego-monitoring.azure-mobile.net
    If there is difficulty in accessing any of these websites, ensure that the client asks their IT Consultant to configure their Internet Proxy and or Firewall Server.
    Note:  Ensure that you have noted in your Archie Activity what the result was when accessing each of these websites.

  2. If issues still persist obtain a copy of the Debug.log file and attach this to the Service Request.  Please note the following possible locations for this file:

  • C:\Program Files\MYOB\OnTheGoPremise (for 32-bit operating systems)
  • C:\Program Files (x86)\MYOB\OnTheGoPremise (for 64-bit operating systems)

Note:  The folder may contain other Debug logs, such as "Debug_2014-06-18.00.log".  These files are older log files for the date specified in the file name.  For example:  18 June 2014.