Checking whether a Proxy or Firewall is causing issues with MYOB logins
This support note applies to:
- AE Tax Manager (NZ)
- AO Document Manager (AU)
- AO Document Manager (NZ)
- AO Tax (NZ)
- AE Statutory Reporter (NZ)
- Workpapers (NZ)
- AO Practice Manager (NZ)
- AO Practice Manager (AU)
During preparation for, or after activation of MYOB logins for your practice, you may encounter one or more of the following errors.
- "The username or password you have entered is not correct" even though they have been entered correctly or
- "User Token could not be accessed. Missing active user token." when logging a user in for the first time after activating MYOB Logins for your practice.
When adding the Practice my.MYOB details, adding MYOB logins to employees, and when an employee attempts to log in for the first time using their MYOB login, the software tries to communicate directly with the MYOB servers to verify the MYOB login credentials (i.e. the users' login email address and password).
This process requires the following:
- An active internet connection and
- for the software to be able to freely communicate with MYOB Authentication servers.
We have determined that there are cases where an Internet Proxy and or Firewall Server can cause these errors occur.
The following process may require you to configure your Internet Proxy and or your Firewall Server. If you do not know how to configure the Internet Proxy and or your Firewall Server you will need to provide this information to your IT Consultant as this is outside the scope of your MYOB Service Agreement.