Overview: This support article acts as a checklist for troubleshooting Microsoft login errors whilst opening an Active workpapers excel binder. Please note that not all steps in the checklist may be required to resolve the issue for every user.
Please refer to the Glossary for definitions of key terms used in this article.
SHAREPOINT LOGIN ERROR MSG | SCENARIO DESCRIPTIONS | REASONS |
 | When opening a binder in Excel, users keep encountering a Microsoft sign-in window even after signing in with the correct email. | Sharepoint access not working (remove and readd doc licence, trigger sync from central) |
| After closing the sign-in window multiple times, an error appears in Excel indicating that the binder (hosted on SharePoint) cannot be accessed or authenticated. The error reads: 'Microsoft cannot access the file...' | Same as above |
 | This is another message that appears after clicking ok for the above message. Access denied. | Same as above |
| After logging into Active, users may initially get a ‘link to Microsoft option’ | Various reasons include: |
| After logging into Active, users may initially get a ‘link to Microsoft option’
if it fails to authenticate, it comes up with this message. | The Microsoft licensing is insufficient or not supported. |
| After opening a binder in excel users may encounter a 'Cannot download the information you requested' error. | The excel program may be logged in with multiple emails causing a conflict or the Excel logged into Excel cannot access the SharePoint resource. |
Check if the issue is happening to all binders or just one.
a) If the Microsoft sign-in error / login loop / SharePoint access issue occurs with all binders, follow these steps:
1. Check Excel version
Ensure you're using a supported version of Excel. To check your version, open Excel and go to File > Account. Refer to our system requirements page for the list of supported versions.
2. Verify email in Excel
Confirm that only one email is signed into your Excel program (using the icon at the top right), and it matches exactly with the email used to access the Active Platform.
3. Use work email only
Make sure you're logged into Excel with your work email, not a personal email account.
Also check with your IT team that:
Your Active Platform/email address is set as the primary email on your Microsoft account (i.e. not a secondary/alias email).
Your Microsoft email has a valid Microsoft 365 Business Standard or higher subscription.
Note: Personal Microsoft 365 licenses don’t support the collaboration tools Active requires.
This requirement is also detailed in our system requirements page, available here: System Requirements.
4. Recreate user in Admin Centre
An Active Platform admin can go to the Admin Centre, into the Users tab, select the affected user, and click Recreate User and Sync SharePoint to reset your access to the Active SharePoint tenant.
Afterwards, log out of Excel, Office.com, and the Active Platform completely. Then, sign back in and attempt to open the binder again. Ensure your Active Platform email is the same as your Microsoft email before attempting these steps.
If the issue persists, continue with these steps:
5. Sign out of Excel completely.
6. Clear Office cache
Open File Explorer.
Type
%localappdata%in the address bar.Navigate to:
Microsoft\Office\PeopleCacheandMicrosoft\Office\16.0\WefDelete all contents in both folders.
7. Update Office license
If the impacted user has recently upgraded/purchased/changed their Microsoft subscription, click Update License in Excel to refresh your license details.
Then sign out of Excel and sign back in.
8. Perform an Office repair
Perform a repair from Control Panel > Programs > Programs and Features > Microsoft Office > Change > Quick Repair / Online Repair.
Ensure you do not have duplicate/conflicting versions of Office installed on your machine.
9. Delete Office Windows credentials
Open Control Panel > User Accounts > Credential Manager > Windows Credentials.
Delete all credentials related to Microsoft Office or Microsoft 365.
Example:MicrosoftOffice16_Data:SSO:[email protected]
b) If the issue occurs with only one binder (others work fine), try the following:
1. Open other binders first
Try opening a few different binders, then return to the affected one. This may help refresh the connection or session.
2. Dismiss login pop-up multiple times
Sometimes, repeatedly closing the Microsoft login pop-up allows the add-in to load correctly—especially if there’s an embedded personal SharePoint link in the workbook that Excel is attempting to access or refresh.
3. Open binder in Excel online
From the Active Platform website, attempt to open the affected binder in Excel Online. If it does not open successfully, refer to the troubleshooting steps in 'Section a' to address any underlying issues.
4. Try another computer
Attempt to open the binder on a different computer to determine if the issue is device-specific.
5. Remove worksheet protection
In Excel, navigate to the Review tab at the top and remove protection from the Excel workbook, if it is enabled.
6. Check if the binder belongs to a client part of a restricted client group
Verify whether the binder's associated client group is restricted (refer to the support article: How to set up and manage clients and client groups for detailed instructions).
Ensure your user account is whitelisted if the client group is restricted.
Try the following steps to troubleshoot:
Temporarily unrestrict the client group.
Open the binder.
Restrict the client group again.
Test whether the binder still opens.
7. Ensure that the Office for the client group is the same office assigned to the client
See the support article: How to set up and manage clients and client groups on how to check this.
If the issue persists, please contact our Support team by clicking the Help icon at the top of the screen and requesting to speak with a person.