Overview: 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 troubleshooting steps below:
Step 1: Force refresh (recommended)
Click once anywhere inside the empty Active Workpapers pane.
Press Ctrl + F5 on your keyboard.
Wait 10-15 seconds for your data to load.
Step 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.
Step 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.
If issue persists, close excel fully and retry the above steps in a blank Excel workbook.
Tip: If the add-in is looping after showing 'Authenticating'. The above issue can be resolved by syncing the time on your machine.
To sync time on Windows, please try the steps below:
1. Right-click the clock in the system tray.
2. Choose "Adjust date and time."
3. Click "Sync now" in the Date & Time settings.
Your Windows time will be synchronized with an internet time server. If you are unable to sync time on your machine please contact your IT or try changing the clock manually to match the time on google for your region.
Make sure your computer’s clock is synced with an internet time server rather than a local server. If your IT setup forces synchronization with a local server which is also out, you can manually adjust your Windows clock to match the correct time you find after searching your region's time on Google.
Step 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.
Advanced Troubleshooting
Step 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.
Step 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.
Step 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.
Step 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.
Step 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.