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titleIf
you're unable to display your client list or their detailsAre your clients not appearing in the Clients
the MYOB OnTheGo service is missing

If the MYOB OnTheGo API Service isn't listed in the Services window on the server/computer where your MYOB AE/AO software is installed:

  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).
  4. Press Enter.
  5. Type CloudBurst.Premise.ConsoleHost.exe install.
  6. Press Enter.
  7. If you see a message saying The installation failed or The specified service already exists:
    1. In the same command prompt window, type CloudBurst.Premise.ConsoleHost.exe uninstall.
    2. Press Enter and wait for the service to be uninstalled.
    3. Type CloudBurst.Premise.ConsoleHost.exe install.
    4. Press Enter.
    5. Once the service is installed, type CloudBurst.Premise.ConsoleHost.exe start.
    6. Press Enter.
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titleMYOB Contacts Migration displays a blue or red icon

If your MYOB Contacts Migration app is displaying a blue Image Added icon, your contacts data is being synced. This stage can take a few minutes and up to several hours depending on how many contacts are being synced.

The MYOB Contacts Migration app displays a red Image Added icon when an error is encountered during the sync your contacts, or when the sync is inactive.

If you're experiencing this issue, contact MYOB Support.

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Wondering what the sync status icons mean? See the descriptions here.

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titleErrors with services or clients not appearing

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

your clients

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 Contact Migration (sync)

enabled contacts sync.

 

activated Contacts Migration Contact Migration

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titleIf you have
Go
enabled contacts sync
  1. In MYOB AE/AO on the desktop, go to Maintenance > Maintenance Map > Online > Practice my.MYOB settings
in your MYOB AE/AO software.
  1. .
    Image Added

  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

  1. contacts sync to work. If the employee leaves your practice and you make them inactive in MYOB AE/AO, you

will

  1. 'll need to enter the email address of another active employee that has administrator access.

See Viewing active employees to confirm which employees are active.

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    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.
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titleIf you haven't activated
contacts sync

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.

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Troubleshooting for MYOB AE/AO users
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OnTheGoOnTheGo
If you need to start ui-expand
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titleCheck if the MYOB OnTheGo service is running
title
  1. On the server/computer where
your
  1. MYOB AE/AO
software
  1. is installed
:Open
  1. , open your Windows Start menu and type services.
  2. Select Services.

  3. Locate the MYOB OnTheGo API Service

and check its status

  1. .

 

  • If the status is blank, you need to start it. See below for help with this.
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      If the MYOB OnTheGo service

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

  • Open your Windows Start menu and type services.
  • Select Services.
    • Locate the

    1. is missing, see the troubleshooting steps below.

    2. Check the status of the MYOB OnTheGo API Service.
    If
    1.  If the status is blank, you need to start it:

      1. Right-click the service and selecting Start.

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        If you need to stop the MYOB OnTheGo service, you can by right-clicking on the service and selecting Stop.

        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 on your practice server.

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      2. If the service:

        • starts, the issue should be fixed.
    You should check
        • 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
        • another 5 minutes.

        • doesn't start, force it to stop and then start it again.

    Also note:
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          titleCheck if the MYOB OnTheGo service is running
          typenote

          If the service takes more than 5 minutes to start, there

    are

        • 's probably an internet access

    issues

        • issue. See your system administrator for advice.

    The

        • Ensure the Startup Type

    should be

        • is set to Automatic (Delayed Start). This will avoid problems with the service not being started in the future.

    Anchor

    titleIf 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.
    IftheMYOBOnTheGoserviceismissing
    IftheMYOBOnTheGoserviceismissing

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    titleIf the MYOB OnTheGo service is missing

    If the MYOB OnTheGo API Service

    is not

    isn't 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).
    4. Press Enter.
    5. Type CloudBurst.Premise.ConsoleHost.exe install.
    6. Press Enter.
    7. If you see a message saying
    "
    1. The installation failed
    "
    1. or
    "
    1. The specified service already exists
    ", try this
    1. :
      1. In the same command prompt window, type CloudBurst.Premise.ConsoleHost.exe uninstall.
      2. Press Enter and wait
    a few moments
      1. for the service to be uninstalled.
      2. Type CloudBurst.Premise.ConsoleHost.exe install.
      3. Press Enter.
      4. Once the service is installed, type CloudBurst.Premise.ConsoleHost.exe start.
      5. Press Enter.
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    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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    Other errors you might see

    Are you getting any of the following errors?

    • Sorry it looks like you've landed in the wrong place. In fact, this page doesn't even exist. Try visiting one of the pages below.
    • Well, this is awkward. Looks like you're forbidden from accessing this page. Check with your admin to see what permissions you have. Or head to one of the pages below.
    • Apologies, something's not quite right. We can't get the information you need from our servers.
    • Sorry, the dots just don't join up right now. This page is temporarily unavailable. Please try again shortly.

    Here are some things you can try:

    • Reload/refresh the page.
    • Wait a few minutes and try what you were doing again.
    • Check your permissions with your system administrator.
    • Check that you've logged into the right practice database.
    titleOther issues

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

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    titleRelated topics
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    FAQ

    Clients and contacts

    Syncing your contacts

    MYOB Practice FAQs

    Getting help

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