Issue
Users may occasionally encounter that their Active Workpapers taskpane shows as blank and/or is not initialising properly.
Resolution
This can be caused by several factors. To fix, please try the steps below:
Method 1: Force refresh (recommended)
Click once anywhere inside the empty Active Workpapers pane.
Press Shift + F5 on your keyboard.
Wait 10-15 seconds for your data to load.
Method 2: Context menu refresh
Right-click anywhere inside the Active Workpapers pane.
Select Refresh from the context menu.
Wait about 30 seconds for your workpapers to appear.
Method 3: Header menu reload
Click the dropdown arrow in the top-right corner of the Active Workpapers header.
Select Reload from the menu.
Allow 30 seconds for the add-in to fully reload.
Method 4: Remove and reinstall the Active add-in
To do this:
Open Excel and click File.
Select Get Add-ins (or use the Add-ins button under the Home tab).
Go to 'MY ADD-INS' or 'ADMIN MANAGED'.
Click the three dots next to the add-in and choose Remove.
Next;
Click on the Store tab.
Search for Active Workpapers add-in using the search bar.
Click Install or Add to install the add-in.
Open a binder from the Active Workpapers website to check if the add-in initialises correctly.
Method 5: Reinstall the Edge Webview2 (which is responsible for initialising the add-in)
If the issue persists, please ask your IT team to try this.
Visit the following website: https://developer.microsoft.com/en-us/microsoft-edge/webview2/?form=MA13LH#download-section
Scroll down, download and install the Edge webview2 installer compatible/suitable for your architecture/environment.
Method 6: Open a binder from the Active Platform
The add-in must be initialised by opening a binder directly from the Active Platform. If you attempt to load the add-in in a blank Excel workbook, it may not connect properly. To ensure the add-in loads correctly, please launch it through an active binder.
Method 7: Whitelist Business Fitness URLs
Ensure your IT team has whitelisted the URLs in the following support article, as these are required for the add-in to communicate with the Platform: Whitelist URLs (Active & Smart Workpapers)
The Whitelisting of URLs must be done at the firewall level and also in any web security/antivirus programs being used.
Method 8: Check browser settings
Make sure that pop-ups and cookies are enabled for the Microsoft Edge browser. These settings are essential for the add-in to authenticate and connect properly.
Method 9: Ensure compatibility
If the issue persists, please ensure you have an updated and supported version of Microsoft 365 Office and meet all system requirements on this page: System requirements.
Also Remove any duplicate versions of Office installed on your computer. (in Control Panel > Programs and Features)
(Note: After updating Excel, and/or removing any duplicate versions of Office, please restart your computer for the changes to take effect)
If the issue persists, try additional troubleshooting steps in the following support article: How to troubleshoot common Microsoft signin error/login loop/Sharepoint access issues - checklist.