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On your server / computer where your MYOB application is installed:

  • Go to your Windows Start menu > Services.
  • Locate MYOB OnTheGo API Service.
    • If the MYOB OnTheGo API Service is stopped, start it
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     There are a few things you can do to check your MYOB OnTheGo API Service:

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    titleChecking your MYOB OnTheGo API service
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    titleHow do I check that the MYOB OnTheGo service is running?

    On your server / computer where your MYOB application is installed:

    1. Go to your Windows Start menu > Services.
    2. Locate MYOB OnTheGo API Service and check its status. 
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    titleHow do I restart the MYOB OnTheGo service?
    titleIf 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 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 enabled contacts sync.

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    titleIf you have enabled contacts sync
    1. In MYOB AE/AO on the desktop, go to Maintenance > Maintenance Map > Online > Practice my.MYOB settings.
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    2. Check that the email address entered belongs to an active employee in MYOB AE/AO.
      The employee must remain active for contacts sync to work. If the employee leaves your practice and you make them inactive in MYOB AE/AO, you'll need to enter the email address of another active employee that has administrator access.

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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.
    expandHow do I stop ?What do I do if ?
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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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    titleCheck if the MYOB OnTheGo service is running
    1. On the server/computer where MYOB AE/AO is installed, open your Windows Start menu and type services.
    2. Select Services.

    3. Locate the MYOB OnTheGo API Service.

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      If the MYOB OnTheGo service is missing, see the troubleshooting steps below.

    4. Check the status of the MYOB OnTheGo API Service. 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

    Start.

    Other things to note:

  • The Startup Type should be set to Automatic (deferred). This will avoid problems with the service not being started in the future.
    • If the service is simply started, this will correct the current issue but may mean

      1. 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. Check that the MYOB OnTheGo API Service
    isn't started
        • starts after the next server restart.
    If the MYOB OnTheGoAPI Service
        • remains in the
    starting
        • Starting state, wait for 5 minutes for it to finish
    starting
        • . If a message appears saying that a service is taking too long to start, click OK and
    continue to
        • wait
    for If the service
        • another 5 minutes.
  • If the service takes 5 minutes to start, then there are probably internet access issues. See your system administrator for advice.

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

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        • Check if the MYOB OnTheGo service

    On your server / computer where your MYOB application is installed:

    1. Go to your Windows Start menu > Services.
    2. Locate MYOB OnTheGo API Service.
    3. Stop the service by right-clicking on the service and selecting Stop.
        • is running
          typenote

          If the service takes more than 5 minutes to start, there's probably an internet access issue. See your system administrator for advice.

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

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    If the MYOB OnTheGo service is missing
    		On your server / computer where your MYOB application is installed, if

    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:

    1. Open
    a command prompt.Go to the MYOB OnTheGo folder.
    By default, this is
    1. 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\
    Run "
    1. (or the folder where MYOB OnTheGo is installed on your computer).
    2. Press Enter.
    3. Type CloudBurst.Premise.ConsoleHost.exe install
    "
    1. .
    This operation should install the service again
    1. Press Enter.
    2. If you
    receive
    1. see a message
    that the
    1. saying The installation failed or The specified service already exists:
      Run "
        1. In the same command prompt window, type CloudBurst.Premise.ConsoleHost.exe uninstall
      ""
        1. .
      Then run
        1. Press Enter and wait for the service to be uninstalled.
        2. Type CloudBurst.Premise.ConsoleHost.exe install
      "
        1. .
        2. Press Enter.
        3. Once the service is installed,
       run "
        1.  type CloudBurst.Premise.ConsoleHost.exe start
      "
        1. .
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      titleSorry 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.

      Please try one of the following:

      • Check the URL for errors, then reload the page.
      • Go to the homepage.
      • Click one of the available links. 
        1. Press Enter.
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      titleWell, 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.

      Please try one of the following:

      • Check the URL for errors, then reload the page.
      • Check your permissions with your system administrator.
      • Go to the homepage or click one of the available links. 
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      titleApologies, something's not quite right. We can't get the information you need from our servers.

      This error may occur when you access the MYOB Portal or attempt to view your clients' information on the Clients page. There are a number of things you can try to fix the error:

      • Check the URL for errors, then reload the page.
      • Wait for a minute and click Click here to try again. 
      • Your practice may have multiple databases that can be accessed from the MYOB Portal and it's unable to identify you with the correct database. See Access a different database for more info.
      • The MYOB OnTheGo API Service on your practice server is not running. See Checking your MYOB OnTheGo API service for more info.
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      titleSorry, the dots just don't join up right now. This page is temporarily unavailable. Please try again shortly.

      Please try one of the following:

      • Try again later.
      • Go to the homepage.
      • The MYOB OnTheGo API Service on your practice server is not running. See Checking your MYOB OnTheGo API service for more info. 
      • See Knowledge Base Article 37224.
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      titleThere's nothing wrong with your AE/AO Live, but one of the services at your business is not running.
      There's nothing wrong with your AE/AO Live, but one of the services at your business is not running. Make sure that your MYOB OnTheGo API Service is running on your desktop. If you need help, our Troubleshooting section will explain how to do this. See Checking your MYOB OnTheGo API service for more info.  
      Other 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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