Overview: This article provides guidance on resolving the error messages ‘We’re having a bit of trouble connecting you to Workpapers’ or ‘You are not authorised.’ when trying to log into the Active Platform.
These issues often arise due to discrepancies between your device's time settings and our server's time.
Please refer to the Glossary for definitions of key terms used in this article.
Symptoms
If you encounter the message "We're having a bit of trouble connecting you to Workpapers"
or "You are not authorised,"
This is likely due to a discrepancy between your device's time and our server's time. This issue can occur for various reasons, such as manual time adjustments or disabled automatic time synchronization.
Resolution
Here's how to fix it in two easy steps:
Step 1: Sync your device's time
Ensuring your device's time is accurate is the first step to resolving the connection issue. Follow the steps below based on your operating system:
For Windows: Right-click the clock in your taskbar and select 'Adjust date/time'. Turn on 'Set time automatically' and click 'Sync now'.
For MacOS: Click the Apple menu, choose 'System Preferences', then 'Date & Time'. Check 'Set date and time automatically'.
Tip: Make sure your computer’s clock is synced with an internet time server rather than a local server. If your IT setup forces synchronization with a local server, you can manually adjust your Windows clock to match the correct time you find after searching your region's time on Google.
Step 2: Restart your web browser
After syncing your device's time, close and reopen your web browser to ensure the changes take effect. For certain issues, performing a hard refresh can help reload the page without utilizing cached data. To do this, press Ctrl + F5 while on the problematic page.
Step 3: Clear your web browser's cache and cookies.
Please follow the steps below to clear your browser's cache/cookies
Google Chrome / Microsoft Edge (Chromium):
Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac).
Choose All time.
Tick Cookies and other site data and Cached images and files.
Click Clear data.
Firefox:
Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac).
Set Time range to clear = Everything.
Tick Cookies and Cache.
Click Clear now.
Safari (Mac/iOS):
Mac: Go to Safari > Settings > Privacy > Manage Website Data > Remove All.
iOS: Go to Settings > Safari > Clear History and Website Data.
Microsoft Edge (Legacy):
Click Settings > Privacy & security.
Under Clear browsing data, select Cookies and Cached data.
Click Clear.
Additional troubleshooting tips
If the issue persists, consider the following:
Ensure your internet connection is stable.
Log out of Active and log back in
Ensure you are using the correct URL which is https://my.businessfitness.com/ when logging in, if you are an Active platform user.
Try deleting any existing saved browser bookmarks and try the above URL directly instead.
Try logging in via a different browser
Verify that your firewall or web security programs are not blocking the Active Platform URL. See the Whitelist URL help article for more URLs.
Clear your DNS cache
Still having trouble? Contact our support team for assistance.