Fixing scheduled backup errors

This support note applies to:

AO Document Manager (AU)
AO Document Manager (NZ)
AO Tax (NZ)
AO Practice Manager (NZ)
AO Practice Manager (AU)
AO Tax (AU)
AE Practice Manager (NZ)
AE Practice Manager (AU)

Article ID: 36177

When you log in to MYOB Accountants Enterprise (AE) or Accountants Office (AO), you may get a message about backups having failed. Or you may find that backups have failed when you go to Maintenance > Backup > Backup History.

If you still have issues after following this information on this page, contact MYOB Support. Provide a copy of BackupService.log located in C:\ProgramData\MYOB\AF or C:\ProgramData\MYOB\AEAO\AF on your SQL Server. This is a hidden folder on the server and you may need to change the folder options to see the file.

To find a fix for your error

Search the MYOB Knowledge Base for articles for help with your specific error. For example, there may be information in the error Comment which can help you identify relevant articles.
Follow the instructions in the article.
Check if the backup has run successfully the next day.

To check if you can backup manually

Open MYOB AE or AO and go to Maintenance > Backup > Backup Now. The Back up now window appears.
Complete the fields and click Back up. The backup process is performed.
If the backup fails, check the backup service:

If you use SQL Server 2012, see Error: "Error occurred in MYOBLicence.ReadLicenceFile()Reason: Value cannot be null. Parameter name: ptr".
1. Access the server and press the Windows key + R on your keyboard. The Run window appears.
2. Enter services.msc and click OK. The Services window appears.
3. Find the MYOB Backup Service.
4. If the Startup Type is not set to Automatic:
  1. Right-click and choose Properties.
  2. In Startup Type, choose Automatic.
  3. Click OK.
5. Ensure that the Status column is Started.
If the backup is successful, the problem may be with the schedule.
1. Open MYOB AE or AO and go to Maintenance > Backup > Scheduled Backups. The Schedule backups window appears.
2. Check the Back up every and at fields to check the time the backup is scheduled to run.
3. Ensure that the time the backup scheduled to run is a time when nobody uses the software.
4. If required, update the Back up every and at fields and click Schedule.