Troubleshooting connecting to MYOB via Integrations

The MYOB integration is a must-have productivity boost for anyone working with MYOB AccountRight Live. But sometimes things don't work the way we expect. If you encounter a problem, use this guide to help you get things working properly.

The best advice we can give is to ensure when accessing an MYOB company file via the Castaway integrations process:

• the company file version matches an MYOB version you have installed
• you have installed the specific AccountRight API (for the server edition) or AccountRight Addon Connector (for the PC edition) for that version of MYOB
• you have the correct login details for the file you are trying to access
• when accessing Online files, ensure you have the correct MYOB account login details, as well as any file-specific login details (unless the file has already been associated with your myMYOB credentials)
• ensure you have sufficient access permissions in that specific file to access the account data that Castaway is looking for

Troubleshooting Summary

User Action	Error description	Problem	Solution
Click My Library	Error occurred during loading data. Please try again later	There is no API Connector installed	Install an API Connector that matches a version of MYOB that is installed
Select a company file	Error occurred during loading data. Please try again later	We have seen this occasionally when the API Connector is for a more recent version of MYOB than has been installed	Install the specific API Connector for the MYOB version you are targeting
Select a company file	Unable to connect to remote server	We have seen this when MYOB API Connector for v2019.2 is installed (v2.22.3103)	Uninstall this version of the MYOB API Connector and install a later version
Select a company file	The remote server returned an error:(404) Not Found	The API Connector is a for an older version of MYOB than the company file you selected	Install an API Connector for the same or higher version of MYOB
Select a company file	The remote server returned an error:(500) Internal Server Error	According to MYOB, this occurs when the server or desktop API service is misbehaving. We have observed it when using an API Connector version higher than the company file version	Install the specific API Connector for the MYOB version you are targeting ... or Upgrade the company file you are using to a version of MYOB that matches your API Connector
Select a company file	The remote server returned an error:(501) Not Implemented	The company file is for a version of MYOB that is not installed	Install the MYOB version that matches the company file version
Clicking OK after entering file username and password	The username or password is incorrect. Please try again.	You have entered the wrong username and/or password for the file	Enter the correct credentialsTry the default username 'Administrator' with a blank password
Cancel the 'Sign in to MYOB' screen when accessing Online files	Failed to connect to MYOB. Encountered a communication error (https://secure.myob.com/oauth2/v1/authorize) The remote server returned an error: (400) bad Request. Please try again later.	This error appears simply because the online sign-in process was not completed	Click OK and continue working with Castaway

MYOB API Connector version reference

You can check the version number of the API Connector(s) you have installed by going to 'Add or Remove Programs'*. Scroll down until you find 'MYOB Add-On Connector (API)'. Click on the name to see the version number

MYOB version	API Connector version
2018.1.1	2.20.7153
2018.2	2.20.8598
2018.2.1	2.20.2822
2018.3	2.21.2418
2018.4	2.21.6219
2018.4.1	2.21.6556
2019.1	2.22.0366
2019.2	2.22.3103
2019.2.1	2.22.5066
2019.3	2.22.8029
2019.4	2.23.1014

* This is part of the 'Apps & features' page in Windows 10, but can be found in any version of Windows.