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Having trouble loading your client list? Or getting an error? Here's some information that might help.

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title	There's nothing wrong with your AE/AO Live, but one of the services at your business is not running.

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	OnTheGo

Checking your

If you use MYOB AE/AO in your practice, check that the server on which your client database is stored is on and has access to the internet. If that's all good, the MYOB OnTheGo API service on the server might have stopped.

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title	Check that the MYOB OnTheGo service is running

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

Go to your Windows Start menu > Services.
Locate MYOB OnTheGo API Service and check its status.

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title	Restart the MYOB OnTheGo service

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 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 that the MYOB OnTheGo API Service isn't started after the next server restart.
If the MYOB OnTheGoAPI Service remains in the 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 5 minutes.
If the service takes 5 minutes to start, then there are probably internet access issues. See your system administrator for advice.
If the service doesn't start, force it to stop and then start it again.

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title	Stop the MYOB OnTheGo service

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

Go to your Windows Start menu > Services.
Locate MYOB OnTheGo API Service.
Stop the service by right-clicking on the service and selecting Stop.

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title	If the MYOB OnTheGo service is missing...

On your server / computer where your MYOB application is installed, if the MYOB OnTheGo API Service is not listed in the Services window:

Open a command prompt.
Go to the MYOB OnTheGo folder. By default, this is found at:
C:\Program Files (x86)\MYOB\OntheGoPremise\
Run "CloudBurst.Premise.ConsoleHost.exe install".
This operation should install the service again.
If you receive a message that the service already exists:
1. Run "CloudBurst.Premise.ConsoleHost.exe uninstall".
2. Then run "CloudBurst.Premise.ConsoleHost.exe install".
3. Once the service is installed, run "CloudBurst.Premise.ConsoleHost.exe start".

Errors

Other errors you might see

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title	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.

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	wrong_place

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.

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title	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.

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	forbidden_access
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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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title	Apologies, something's not quite right. We can't get the information you need from our servers.

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	not_right

This error may occur when you access MYOB Practice Online 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 MYOB Practice Online and it's unable to identify you with the correct database. See the Access a different database FAQ for more info.
The MYOB OnTheGo API Service on your practice server is not running. See "Checking your MYOB OnTheGo API service" above for more info.

The MYOB OnTheGo API service might not be running. See " Checking your MYOB OnTheGo API service" above for instructions on how to check and restart the service.

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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" above for more info.

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title	There's nothing wrong with your AE/AO Live, but one of the services at your business is not running.

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service_not_running

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