Unable to display your client list or details?

Are you seeing one of these errors when attempting to load your clients 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...

Here's what you can do to fix the issue:

• Log out 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 you use MYOB AE/AO in your practice, you should 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.

  Troubleshooting for MYOB AE/AO users

  Check if the MYOB OnTheGo service is running

  On the server/computer where your MYOB AE/AO software is installed:

  1. Open your Windows Start menu and type services.
  2. Select Services.
  3. Locate the MYOB OnTheGo API Service and check its status. 
  4. If the status is blank, you need to start it. See below for help with this.

  If you need to start the MYOB OnTheGo service

  On the server/computer where your MYOB AE/AO software is installed:

  1. Open your Windows Start menu and type services.
  2. Select Services.
  3. Locate the MYOB OnTheGo API Service.
  4. If the status is blank, you need to start it by right-clicking the service and selecting Start.

  If the service:

  • starts, the issue should be fixed. You should check that the MYOB OnTheGo API Service starts after the next server restart.
  • remains in the "Starting" state, wait for 5 minutes for it to finish. If a message appears saying that a service is taking too long to start, click OK and wait a further 5 minutes.
  • doesn't start, force it to stop and then start it again.

  Also note:

  • If the service takes more than 5 minutes to start, there are probably internet access issues. See your system administrator for advice.
  • The Startup Type should be set to Automatic (Delayed Start). This will avoid problems with the service not being started in the future.

  If you need to stop the MYOB OnTheGo service

  On the server/computer where your MYOB AE/AO software is installed:

  1. Open your Windows Start menu and type services.
  2. Select Services.
  3. Locate the MYOB OnTheGo API Service.
  4. Stop the service by right-clicking on the service and selecting Stop.

  If the MYOB OnTheGo service is missing

  If the MYOB OnTheGo API Service is not listed in the Services window on the server/computer where your MYOB AE/AO software is installed, try this:

  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). Press Enter.
  4. Type CloudBurst.Premise.ConsoleHost.exe install . Press Enter.

  
  If you see a message saying "The installation failed" or "The specified service already exists", try this:

  1. In the same command prompt window, type CloudBurst.Premise.ConsoleHost.exe uninstall . Press Enter and wait a few moments for the service to be uninstalled.
  2. Type CloudBurst.Premise.ConsoleHost.exe install . Press Enter.
  3. Once the service is installed, type CloudBurst.Premise.ConsoleHost.exe start . Press Enter.

  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. Do this on your practice server.

  

  If you have activated Contacts Migration, and your contacts are not appearing, go to Maintenance > Maintenance Map > Online > Practice my.MYOB settings in your MYOB AE/AO software. Check that the email address entered belongs to an active employee in MYOB AE/AO.

  The employee must remain active for the Contacts Migration process to remain working. If the employee leaves and you make them inactive in MYOB AE/AO, you will need to enter the email address of another active employee that has administrator access. See Viewing active employees to confirm which employees are active.

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