TransPost Service Troubleshooting

There are a number of possible causes for the service not working

• The Run Schedule does not work
• The TransPost Service
  • is not running
  • cannot write TransPost log
  • cannot access data files
  • cannot connect to MYOB
  • cannot access MYOB file

Check the MYOB authorisation first. On online company files MYOB's authorisation lapses after 7 days without use. The service refreshes it on every run, so this only applies when the service has been stopped or has gone more than 7 days without running – then it cannot connect to MYOB until the file is re-authorised in the TransPost user interface. See if you run the TransPost Service.

We recommend testing the Run Schedule directly from TransPost when it is set up or changed using the Run All Now button.

Otherwise, if your service is not working, step through the checklist below to identify the cause.

TransPost Service Checklist

1. Is the Service running? Yes, No, How do I tell?
In the TransPost Process tab, select the All radio button. Is there a message 'Starting TransPost Service'? Yes, No
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if the service has started the absence of the message indicates that the service cannot access the TransPost log folder.
For example if the service is logged in as Local System and a TransPost path is like C:\Users\yourusername… or on XP C:\Documents and Settings\yourusername… or uses a network drive, although these folders exist it cannot use them.
To fix this:
• Use Configure transPost to set the Log folder to an acceptable folder. Note that if you clear the Folder for logs field it will be reset automatically to the default which is accessible to all users.
• or change the service login and password ( How?) to a user with access to these folders.
In the TransPost Process tab, are there any error messages from the service? Yes, No

Have any of the following messages been returned by the transPost Service? No

• Cannot find the specified data folder: Yes
• Cannot find the 'Move to' folder Yes
• Cannot find the 'Errors to' folder Yes
• MYOB transaction failed : Company file does not exist Yes

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The message indicates that the service cannot access the specified folder.

For example if the service is logged in as Local System and a folder path is like C:\Users\yourusername… or on XP C:\Documents and Settings\yourusername… or uses a drive mapping that is not available to all users of the computer then, although these folders exist it cannot use them.

To fix this

• Move the folders and, in the TransPost Run Schedule tab, change the path references
• or change the service login and password to a user with access to these folders.

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The message indicates that the service cannot access the MYOB file.

This can occur when the MYOB file is on a network drive that cannot be accessed by the Service.

To fix this

• change the service login and password to a user with access to these folder containing the MYOB file.
• or Move the MYOB file and change the path specified in Configure TransPost

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Is there a message which helps solve your problem?

If not please email support@transpost.com.au and copy and paste any messages into an or attach the TransPost log file.

Check the Event Log for messages from the TransPost Service.( How?)

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To check the event log:

1. Select Control Panel from the Start menu.
2. If in Category view
   • For Windows 7 or Vista, select System and Security
   • For XP select Performance and Maintenance
3. Select Administrative Tools
4. Select Event Viewer
5. Click on Application and look for messages from Source TransPost_Service.

   You can use menu option View, Filter to find the messages.

Is there a message 'Error writing to TransPost log. Cannot access master log file: ...'? Yes No

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The message indicates that the service cannot access the TransPost log folder.

For example if the service is logged in as Local System and a TransPost path is like C:\Users\yourusername… or on XP C:\Documents and Settings\yourusername… or uses a drive mapping that is not available to all users of the computer then, although these folders exist it cannot use them.

To fix this:

• Use Configure transPost to set the Log folder to an acceptable folder. Note that if you clear the Folder for logs field it will be reset automatically to the default which is accessible to all users.
• or change the service login and password ( How?) to a user with access to these folders.

Are there other messages, apart from 'Service started successfully.'? Yes No

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Is there a message that helps solve your problem?

If not please copy and paste the messages into an email to support@transpost.com.au.

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To check the status of the service, and if necessary start it or change service login details:
1. Select Control Panel from the Start menu.
2. If in Category view
   • For Windows 7 or Vista, select System and Security
   • For XP select Performance and Maintenance
3. Select Administrative Tools
4. Select Services
5. Double-click on TransPost Service to display its properties.
6. If its status is Stopped click on the Start button to start it.
7. To change the log-in used by the service, select the Log On tab. Normally the TransPost Service is configured to use the Local System account. This may not have access to folders that you reuire the Service to use.

   Select the This account radio button and enter the required user name. Then enter the password for the required user in both the password fields.

8. Click OK to close the Transpost Service Properties window.
9. Wait a few minutes then recheck. (Use F5 to refresh the Services window.) Is it still started? Yes, No

Start Again

Important Notes

• The default login used by the service (Local System) cannot access network folders at all
• Regardless of the login used by the service, network drives must be specified using UNC format i.e. \\servername....
  This is because network drive mappings are set up by the session login process which does not occur for a service.