Support, Troubleshooting

Troubleshooting

At startup, the following error message is displayed:

Exception - System.NullReferenceException: Object Reference not set to an instance of an object. at TimeZoneList.TimeZoneList.PopulateTimeZoneList()

You are running Windows Vista and Vista security is preventing MyOffice from reading the time zone entry in your PC's Registry.

You can overcome this security restriction by right-clicking on MyOffice and selecting 'Run as administrator'.

At startup, the message 'Starting MyOffice' displays but MyOffice fails to start.

The most likely explanation is that MyOffice is already running. If you leave MyOffice logged on for several days the program may stop responding. The solution is to end the process and start MyOffice again.

Do the following:

(1) Click Ctrl + Alt + Delete

(2) In the Processes tab look for a process called 'MOClient.exe'

(3) Click on the process and press the 'End Process' button

(4) Re-start MyOffice

TIP: At the end of the day close down MyOffice. Assuming that you have a broadband connection its best to start MyOffice at the beginning of the day and close it down at the end of the day.

At startup, any of the following messages are displayed:

'Server Connection Terminated'
or
'The application has generated an exception that could not be handled'
or
'MyOffice is unable to locate the server on which your data is held'
or
'Connecting to MyOffice.NET' displays continuously

The most likely causes are as follows:

Your Virus Checker is preventing access
Your Firewall / Port Blocker is preventing access
Your Router has stopped routing
MyOffice doesn't have read/write access to the location used for the 'Offline' files

To resolve the problem, you need to identify the cause.

Start with the virus checker. Temporarily disable your Virus Checker, re-boot your PC and re-start MyOffice. If MyOffice starts it indicates that the virus checker is preventing access and you need to configure your virus checker to allow the connections listed below.

If MyOffice fails to start, move on to checking the Firewall / Port Blocker. Temporarily lower the firewall and re-start MyOffice. If MyOffice starts it indicates that the firewall is preventing access and you need to configure your firewall / port blocker to allow the connections listed below.

If MyOffice still fails to start, re-boot the Router.

If MyOffice still fails to start, right-click on the MyOffice icon and choose 'Run as administrator'.

If MyOffice still fails to start, delete the folder called 'MyOffice Offline Data'. The default location for this is in 'My Documents'.

If MyOffice still fails to start, check whether or not you have re-configured MyOffice to write the 'MyOffice Offline Data' folder to a different location on your PC. To do this run the configuration program (Start > Programs > MyOffice.NET > MyOffice Client Configuration). Note that there are 2 tabs and you need to check the settings in BOTH tabs. If the checkbox called 'Store Offline cach in the default location' is ticked then the offline files will be in 'My Documents'. If the checkbox is unticked you will have stored the offline files in a different location. Regardless of whether you are using the default location or your own location, MyOffice MUST have read/write access to the location.

If MyOffice still fails to start after performing all the above checks, email or call the Support Line.

MyOffice Internet Connections

MyOffice (MOClient.exe) needs to make two connections to the internet. Any firewalls / port blockers / virus checkers / other security software should be configured to allow the following connections:

https://www.myoffice.net/logonservice/logonwebservice.asmx
This is an OUTGOING connection to www.myoffice.net on port 443. The IP of this server is 213.131.168.168

MyOffice also needs to be able to make outgoing https connections (port 443) to various addresses at myoffice.net. The IP range of these servers are 213.131.168.169 to 213.131.168.175

Both these services are also available on port 80 on their respective servers.

Firewalls / Proxy Servers should allow access to the following addresses:

https://www.myoffice.net/logonservice/logonwebservice.asmx
https://pocketpc.myoffice.net/main175v500/myappointmentswebservice.asmx
https://pocketpc.myoffice.net/main169v500/myappointmentswebservice.asmx
https://pocketpc.myoffice.net/main169v500group2/myappointmentswebservice.asmx
213.131.168.168 to 175

Instructions for locating and sending Error Log Files to MyOffice Support

If MyOffice fails because of a communication error (e.g. Server Connection Terminated message) a Log file will be produced.

The Log file will be written to 'My Documents\MyOffice Offline Data' in a sub folder named in the format '0_999'.

In this sub folder you'll find another folder called 'Startup Logs'. Open 'Startup Logs' and look for the latest startup log file. The file name will contain the date and time of the error.

e.g. '20060824 093001 Startup where 20060824 refers to 24th August 2006.