- Created by Unknown User (vilma.zubak), last modified by StevenR on Jun 21, 2018
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https://help.myob.com/wiki/x/Z5TMAQ
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Having trouble loading your client list? Or getting an error? Here's some information that might help.
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.
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.
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.
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.
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:- Run "CloudBurst.Premise.ConsoleHost.exe uninstall".
- Then run "CloudBurst.Premise.ConsoleHost.exe install".
- Once the service is installed, run "CloudBurst.Premise.ConsoleHost.exe start".
Other errors you might see
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.
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.
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.
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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