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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.

The following troubleshooting information will help you check it.

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Unable to display your client list or details?

If you're seeing the error, "There's nothing wrong with your AE/AO Live, but one of the services at your business is not running..." when attempting to load your clients list, there might be an issue at our end. These issues are usually resolved within minutes, so please try again later.

If you use MYOB AE/AO in your practice, you should check for issues on the server on which your client database is stored. See the following information for some troubleshooting tips.

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title	Troubleshooting for MYOB AE/AO users

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OnTheGo

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	OnTheGo
	OnTheGo

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title	Check if 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.
If the status is "Stopped", you need to restart it. See below for help with this.

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title	If you need to 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	If you need to stop the MYOB OnTheGo service

If you need to stop the MYOB OnTheGo service, follow these steps.

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

If the MYOB OnTheGo API Service is not listed in the Services window on your server / computer where your MYOB application is installed:

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".

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 database See the "Access a different database" FAQ for more info.
The MYOB OnTheGo API Service on your practice server might not be running. See "Troubleshooting for MYOB AE/AO users" above for more info.

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