MyOffice

Troubleshooting - Windows Desktop app

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. Open Task Manager (Click Ctrl + Alt + Delete)
  2. In the Processes tab look for the MyOffice process. With Windows 7 it's called 'moclient.exe', Windows 8 and 10 it's called 'MyOffice.NET Client'
  3. Select the MyOffice process by clicking the name once and click the 'End process' button on windows 7 and the 'End task' button on Windows 8 and 10
  4. Re-start MyOffice

TIP: It is possible to leave MyOffice running for days and weeks but we recommend that you close it down every few days.

At startup, any of the following messages are displayed:
'Server Connection Terminated'
'The application has generated an exception that could not be handled'
'MyOffice is unable to locate the server on which your data is held'
'Connecting to MyOffice.NET' displays continuously

The most likely causes are as follows:

(1) Your Virus Checker is preventing access
(2) Your Firewall / Port Blocker is preventing access
(3) Your Router has stopped routing
(4) 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, check whether or not MyOffice can write data to 'Local App Data' on your PC. To do this run the configuration program (Start > Programs > MyOffice.NET > MyOffice.NET Client Configuration). In the 'Offline Files' tab click the 'Test Folder' button. The Results list that is returned should end with the text 'Folder tests passed'. Repeat the test for the 'Local Settings' tab. If the test fails then email the entire results text to support@myoffice.net together with a brief description of the problem.

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 and 80.175.53.182

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.

To locate the log file:

(1) Click START > All Programs > MyOffice.NET > MyOffice.NET Client Configuration
(2) Click the 'Logs' tab
(3) Click the 'Get MyOffice Logs' button
(4) In the 'Save as' window choose where you want to save the file and click the 'Save' button. The name of the file will be 'MyOffice Logs.zip'
(5) Email the file to support@myoffice.net together with as much information about the error as possible.

How to take a screenshot

Sometimes it's easier to take a screenshot of a problem rather than describing the problem to us.

To take a screenshot:

(1) Press the Print Screen key on your keyboard
(2) Click START > Programs > Accessories > Paint
(3) Click the Paste icon (the captured screenshot should appear)
(4) Click File > Save As, name the file and save it as a .jpg file
(5) Email the file to support@myoffice.net as an attachment, together with a brief description of the problem.