Overview: Provide the ability for users to troubleshoot 'Server Unavailable'.
Please refer to the Glossary for definitions of key terms used in this article.
Symptoms
Users may encounter the following error message in their browser or within the Excel Active Workpapers task pane:
'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:
Fix 1: Verify the URL
Ensure that you are using the correct URL to access the Active platform. The standard URL is: https://my.businessfitness.com/
Fix 2: 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.
Fix 3: 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.
Additional troubleshooting steps
Refer to the following support 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.