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Article ID: 36813
ARTICLE LAST UPDATED: 6/09/2016 10:15:00 AM
When attempting to set up the OnTheGo service, you may find that it does not work correctly and the website is not able to connect to your Practice.
MYOB has determined that if you experience connectivity issues, it may be because an Internet Proxy and or Firewall Server is causing this inability to connect. We recommend checking that these are configured correctly to permit the required connection to your Practice.
Configuring my Internet Proxy and or Firewall Server
To ensure that an Internet Proxy and or Firewall Server is not causing these issues, have a qualified IT Consultant check and allow for the following:
All users are to have unrestricted access to the following sites for both HTTP (port 80) and HTTPS (port 443) protocols:
MYOB INTERNAL STAFF ONLY
If an escalation is required ensure that you have done the following:
- Test if the client can access the following websites:
Web Server - https://onthego.myob.com
OnTheGo Updates - http://otgautoupdate-prod.s3-website-ap-southeast-2.amazonaws.com
Relay Service for OnPremise - https://relaycloud.api.myob.com
Relic logging - https://onthego-monitoring.azure-mobile.net
If there is difficulty in accessing any of these websites, ensure that the client asks their IT Consultant to configure their Internet Proxy and or Firewall Server.
Note: Ensure that you have noted in your Archie Activity what the result was when accessing each of these websites.
If issues still persist obtain a copy of the Debug.log file and attach this to the Service Request. Please note the following possible locations for this file:
- C:\Program Files\MYOB\OnTheGoPremise (for 32-bit operating systems)
- C:\Program Files (x86)\MYOB\OnTheGoPremise (for 64-bit operating systems)
Note: The folder may contain other Debug logs, such as "Debug_2014-06-18.00.log". These files are older log files for the date specified in the file name. For example: 18 June 2014.