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Can't find a solution to your issue on this page? Try our FAQ page for help with other common questions and issues.

Are your clients or contacts not appearing in the Contact list, or you're seeing errors like these when attempting to load the list?

  • There's nothing wrong with your AE/AO Live, but one of the services at your business is not running...
  • Sorry, we can't load your clients. Your MYOB OnTheGo API service may have stopped running...

Start here:

  • Log out of MYOB Practice and then log back in.
  • Wait a few minutes and try what you were doing again (if there's an issue at our end, it's usually resolved within a few minutes).

If your clients still don't appear, here are some things you can try. The steps to follow depend on whether your practice has activated Contacts Migration (sync).

 

If you have activated Contacts Migration
  1. Go to Maintenance > Maintenance Map > Online > Practice my.MYOB settings in your MYOB AE/AO software.
     

     
  2. Check that the email address entered belongs to an active employee in MYOB AE/AO.

The employee must remain active for the Contacts Migration process to remain working. If the employee leaves and you make them inactive in MYOB AE/AO, you will need to enter the email address of another active employee that has administrator access.

Still not working? Try restarting the MYOB Sync Client Service:

  1. Open your Windows Start menu and type services.
  2. Select Services.
  3. Locate the MYOB Sync Client Service.
  4. Right-click the service and select Restart.
If you haven't activated Contacts Migration

Check that your practice server is on and has access to the internet.

If that's all good, the MYOB OnTheGo API service on the server might not be running. The following troubleshooting information will help you check it.

Check if the MYOB OnTheGo service is running

On the server/computer where your MYOB AE/AO software is installed:

  1. Open your Windows Start menu and type services.
  2. Select Services.
  3. Locate the MYOB OnTheGo API Service and check its status. 
  4. If the status is blank, you need to start it. See below for help with this.
If you need to start the MYOB OnTheGo service

On the server/computer where your MYOB AE/AO software is installed:

  1. Open your Windows Start menu and type services.
  2. Select Services.
  3. Locate the MYOB OnTheGo API Service.
  4. If the status is blank, you need to start it by right-clicking the service and selecting Start.

If the service:

  • starts, the issue should be fixed. You should check that the MYOB OnTheGo API Service starts after the next server restart.
  • remains in the "Starting" state, wait for 5 minutes for it to finish. If a message appears saying that a service is taking too long to start, click OK and wait a further 5 minutes.
  • doesn't start, force it to stop and then start it again.

Also note:

  • If the service takes more than 5 minutes to start, there are probably internet access issues. See your system administrator for advice.
  • The Startup Type should be set to Automatic (Delayed Start). This will avoid problems with the service not being started in the future.
If you need to stop the MYOB OnTheGo service

On the server/computer where your MYOB AE/AO software is installed:

  1. Open your Windows Start menu and type services.
  2. Select Services.
  3. Locate the MYOB OnTheGo API Service.
  4. Stop the service by right-clicking on the service and selecting Stop.
If the MYOB OnTheGo service is missing

If the MYOB OnTheGo API Service is not listed in the Services window on the server/computer where your MYOB AE/AO software is installed, try this:

  1. Open your Windows Start menu and type cmd .
  2. Right-click Command Prompt and run it as an administrator.
  3. Type cd C:\Program Files (x86)\MYOB\OntheGoPremise\ (or the folder where MYOB OnTheGo is installed on your computer). Press Enter.
  4. Type CloudBurst.Premise.ConsoleHost.exe install . Press Enter.


If you see a message saying "The installation failed" or "The specified service already exists", try this:

  1. In the same command prompt window, type CloudBurst.Premise.ConsoleHost.exe uninstall . Press Enter and wait a few moments for the service to be uninstalled.
  2. Type CloudBurst.Premise.ConsoleHost.exe install . Press Enter.
  3. Once the service is installed, type CloudBurst.Premise.ConsoleHost.exe start . Press Enter.

You can also start or stop the MYOB OnTheGo service by selecting the Start OnTheGo Service and Stop OnTheGo Service option in the Start menu. Do this on your practice server.

 
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