Support, Troubleshooting

Troubleshooting

At startup, the message 'Starting MyOffice' displays continuously.

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'

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

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.

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

Full De-Install / Re-Install Instructions

Do the following:

(1) Click START > Windows Update and update, select 'Express'. Update any High Priority items.

(2) Click START > Settings > Control Panel > Add & Remove Programs and remove MyOffice.NET
(DO NOT remove Microsoft's.NET Platform)

(3) Click START > Settings > Control Panel > Internet Options > General Tab and click the 'Delete Files' button in the Temporary Internet Files section.

(4) On your Desktop open the folder called 'My Documents' and delete all folders and files with MyOffice in the title (MyOffice.NET folder, MyOffice Offline Data folder, MyOfficeInstaller)

(5) Go to the install location of MyOffice (usually c:/Program Files\) and delete the MyOffice.NET directory.

(6) Go to www.myoffice.net and click on the 'Downloads' link at the top of the page.

(7) In the Downloads page go to the top right hand corner where you will see a box called 'Downloads'.

(8) Click on the top link (MyOffice.NET Installer) - download this file and save it to your 'My Documents' folder on your desktop. The file you are saving is called MyOfficeInstaller.exe

(9) Locate the saved file (MyOfficeInstaller.exe) in My Documents and double-click it to install.

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'. The file name will contain the date and time of the error.

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