Overview: This help article provides steps to troubleshoot errors encountered when exporting a binder.
When expoting a binder, users may get the following error:
Something went wrong. Please contact support if the issue persists.
Resolving Issues Exporting a Binder
1. Check the Binder in Excel Desktop
Please ensure that you can open the relevant binder in the Excel desktop application and that the Excel taskpane loads successfully.
Common issues that may prevent exporting:
The binder has never been opened in Excel.
The binder is corrupted.
One of the custom sheets is using too many rows (e.g. hundreds of thousands of rows)
If you suspect the binder is corrupt, refer to this help article: How to Repair and Recover Corrupted Excel Binder Files
Also, verify that none of your custom sheets are using excessive rows.
Use the vertical scroll bar as an indicator—if the scroll bar is very small, the sheet may be using millions of rows, which can cause export failures.
Also Ensure that none of your custom Sheets are using unnecessary rows. Use the scroll bar on the right as a guide, for a sheet using million rows the scroll bar will be very small.
Here is an example of two excel workbooks where a custom sheet is using millions of rows:
You can check if a sheet is using millions of rows by printing your Excel workbook to a PDF. You can do this by going to File > Print > Print Entire Workbook
If the resulting PDF contains hundreds of thousands of pages, a sheet is likely consuming unnecessary rows. Clean up the sheet and try exporting again.
2. Try Different Export Combinations
When exporting the binder try different combination of exports to narrow down the issue.
To narrow down the issue:
Export the binder with only the individual files checkbox selected and all others unchecked.
If this works, the issue may be related to a specific supporting document. In the Documents screen of your binder, you can try to preview every supporting document to find out which supporting document is faulty.
Test exporting with different combinations of checkboxes in the first section (e.g., Internal Notes, Audit Log, Checklists).
This helps identify if one of these components is causing the problem.
3. Loan Matrix Issues
If you are using a Loan Matrix in your binder and encounter the following error when using the loan matrix:
ArgumentException: Unable to find the requested status.
or the following error when exporting the binder with the loan matrix:
Please see help article below to fix any status issues in your loan matrix:
How to troubleshoot error: 'ArgumentException: Unable to find the requested status.' when using the Inter-entity Loan Matrix
Also:
Ensure that no accounts are specified in the grey cells of your inter-entity loan matrix.
Remove any accounts from those cells, save the loan matrix, and retry the binder export.
4. Check File Size and Format
To check:
Open the binder in Excel Online using the "Open in Excel Online" button.
Click the file name at the top and select the far right location path as shown below:
Then Click the three dots (...) > Details. Scroll down in the taskpane on the right and review the file type and size.
Ensure the binder meets these requirements:
Format: Must be
.XLSXFile Size: Must be less than 100MB
Need More Help?
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