Nothing happens when launching the MYOB AE/AO icon

This support note applies to:

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

When launching the MYOB AE/AO icon after running a client install on a workstation and/or a terminal server, you may find that the application fails to launch and there are no errors appearing.

To resolve this issue, review the following:

To change the permissions

Firstly, allow Full Access for Authenticated Users to the ClientFramework folder located in C:\ProgramData\MYOB on the server.

The ProgramData folder is a hidden folder. For information regarding accessing this folder refer to Viewing hidden files, folders and drives or enabling file extensions in Windows

The message "You do not have permission to view or edit this object permission setting" may appear when trying to access the 'ClientFramework' folder's 'Security' tab. Changing ownership of 'ClientFramework' folder to another owner for example, 'Administrators' generally resolves the issue. You will need to refer to your IT if you need help in this area.

To run a workstation setup

If the above does not resolve the issue, you may need to uninstall and reinstall MYOB Accountants Enterprise (MYOB AE) or Accountants Office (MYOB AO) workstation to ensure all components have been correctly laid down. 

Ensure you are logged in as an administrator and your anti-virus software is switched off. Contact your I.T provider for more information.

To locate the log

If the issue still occurs, you need to review the ClientFramework log. To find the log, press the Windows key on your keyboard and type the following:

%APPDATA%\ MYOB\ClientFramework\ClientFramework.log

This will display the log and error preventing you from opening MYOB software. Review the error and resolve. If you are unsure what the error means, try searching the Knowledge Base or contact MYOB Support.