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Error: "Apologies, something's not quite right. We can't get the information you need from our servers"

This support note applies to:

  • AO Tax (NZ)
  • AE Statutory Reporter (NZ)
  • Workpapers (NZ)
  • AO Practice Manager (NZ)
  • AO Practice Manager (AU)
  • AO Tax (AU)
  • AE Workpapers (AU)
  • AE Statutory Reporter (AU)
  • AE Practice Manager (NZ)
  • AE Practice Manager (AU)
  • AE Tax (NZ)
  • AE Tax Series 6 & 8 (AU)
  • AE Tax (AU)
Article ID: 37221

In the MYOB Portal you may experience the following error “Apologies, something’s not quite right. We can’t get the information you need from our servers" when opening the MYOB Portal and attempting to view client information.
This error occurs due to one of the following reasons:

  1. The OnTheGo API Service on the practice server is not running or
  2. The practice has multiple databases provisioned to the MYOB Portal and it is unable to identify the staff authentication with the correct database. 

To resolve this error, perform the one of the appropriate fixes:

How to restart MYOB OnTheGo API Services

For details refer to Restarting MYOB services

To select the correct practice database

In the MYOB Portal, click the staff user name drop-down arrow located at the top right-hand corner and select the correct practice database.

The practice's clients will display based on the database selected.

If you are still experiencing the issue, contact us and quote KB 37221.


Navigate to C:\Program Files(x86) \MYOB\OntheGoPremise and review the Debug.log file for errors

If the log details it cannot open a certain URL (e.g this will appear in an error line. This means that the client must contact their IT provider to configure their firewall settings and allow access to the URL.

If there is an error regarding Websocket.dll or Websocket4.dll in the Debug.log, this may be due to the file missing from the OntheGoPremise folder. To resolve this issue, copy the WebSocket.dll or WebSocket4.dll file from your Virtual Image and into the C:\Program Files(x86) \MYOB\OntheGoPremise folder.

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