Overview: Provide the ability for users to troubleshoot 'Unexpected Error'.
Please refer to the Glossary for definitions of key terms used in this article.
Symptoms
Users may encounter the following error message within the Excel Active Workpapers task pane:
'Unexpected Error - There has been an unexpected error, please contact Support.'
Cause
This error occurs when Excel cannot connect to the Active Workpapers website for the current binder.
Common reasons include network issues, expired login sessions, add-in loading problems, or the binder’s web link being unavailable.
Resolution
Fix 1: Refresh the add-in
Try one of the following methods to refresh the Active Workpapers add-in:
Method 1: Reload via header menu
Open the Active Workpapers pane in Excel.
Click the arrow (<) in the top-right corner of the task pane.
Select Reload from the menu.
Wait 30 seconds for the add-in to fully reload.
Method 2: Right-click refresh
Right-click anywhere in the Active Workpapers pane.
Select Refresh from the context menu.
Wait 30 seconds for the add-in to reload.
Method 3: Hard refresh Excel
With Excel open, press Ctrl + F5 on your keyboard.
This clears Excel’s cache and reloads all add-ins.
Wait 30 seconds for the process to complete.
Fix 2: Re-authentication the add-in
If you are part of multiple firms, log out and ensure you log back into the correct firm.
Fix 3: Check for recently added custom workpapers
If the error occurred after inserting a custom workpaper, follow these steps.
Move the custom workpaper to a different Excel workbook.
(For help moving sheets in Excel, see the instructions at the end of this support article: How to reference a worksheet in another binder.)Delete the custom workpaper from the current binder.
Right-click in the Active Workpapers pane and select Refresh.
Fix 4: Ensure your workbook is not locked or protected
In Excel, go to the Review tab. If the 'Protect Workbook' button is shaded in grey, this means your workbook is locked or protected.
Click Protect Workbook to unlock it.
Then try refreshing the task pane again.
Note: You can also check for additional workbook permissions by navigating to File > Info.
Fix 5: Check for #REF! errors in named ranges
In Excel, go to Formulas > Name Manager.
Look for any named ranges that show a
#REF!error.If you find any, try following 'Step 2' above for the related worksheet, or contact support for further assistance.
If the issue persists, please contact support for further assistance.