Overview: Provide the ability for users to troubleshoot 'Unexpected Error' or 'Server Unavailable' errors
Troubleshooting the 'Unexpected Error' message
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 typically occurs when there is an issue accessing the Active Workpapers website for the current binder.
Resolution
1. Log Out and Back In
If you are connected to multiple firms, log out and ensure you log back into the correct firm.
2. Check for Recently Added Custom Workpapers
If the error occurred after inserting a custom workpaper:
Move the custom workpaper to a different Excel workbook.
(For help moving sheets in Excel, see the instructions at the end of this help 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.
3. 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 taskpane.
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.
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.
You can also check for additional workbook permissions by navigating to File > Info.
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.
Troubleshooting 'Server Unavailable' error
Users may encounter the following error message in their browser or within the Excel Active Workpapers taskpane:
'Server Unavailable - It appears we are having difficulty connecting to the Active Workpapers servers. Please try again later.'
Cause
This error typically indicates that the system is unable to connect to the Active platform website or a resource you are trying to access on the Active platform.
Resolution
To resolve this issue, follow these steps:
Verify the URL
Ensure that you are using the correct URL to access the Active platform. The standard URL is:
https://my.businessfitness.com/Check User Access and Licensing
If the issue continues, ask your Active platform administrator to:Go to Admin Centre > Users
Confirm that your user profile is active
Ensure the necessary module licenses (e.g., Active Workpapers) are enabled for your account
Clear Browser Cookies and Cache
If the error persists, contact your IT support team to help clear your browser's cookies and cache, then attempt to access the platform again.For additional troubleshooting steps, please refer to the following help article:
How to troubleshoot 'We're having a bit of trouble connecting you to Workpapers' or 'You are not authorised' when accessing Active
If the issue persists, please contact support for further assistance.