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Troubleshooting Guides

Solutions for common issues to help you resolve problems quickly.

10 articles
How to troubleshoot 'We're having a bit of trouble connecting you to Workpapers' or 'You are not authorised' when accessing ActiveTo allow users to troubleshoot errors 'We're having a bit of trouble connecting you to Workpapers' or 'You are not authorised'
How to troubleshoot common Active sync errorsTo assist admin users in troubleshooting common Active sync errors.
How to troubleshoot when the APS sync log file is not logging any new informationTo assist admin users in understanding why the APS syncis is running, but the logs file is not updating.
How to troubleshoot error 'You are not authorised to access this data...'To assist users in troubleshooting 'You are not authorised to access this data' error when accessing a binder or Ledger file under a client.
How to troubleshoot 'Unexpected Error' or 'Server Unavailable'To allow users to fix 'Unexpected Error' or 'Server Unavailable' errors.
Understanding why moved/reclassified accounts in an accounting source (Xero, MYOB, QBO, etc.) do not update their classifications in ActiveTo assist users in understanding that accounts that are classified in an accounting source file will not update for existing binders.
How to troubleshoot exported balancing journal not showing in XeroTo assist users in resolving the issue where after exporting a balancing journal to Xero, it does not appear in their Xero program.
How to troubleshoot error 'You are not connected to Xero or your connection has expired'To allow users in troubleshooting 'You are not connected to Xero or your connection has expired'.
How to troubleshoot error when loading data from a MYOB source: 'Your my.myob account or the supplied credentials do not allow you to access this file.'To assist users in troubleshooting 'Your my.myob account or the supplied credentials do not allow you to access this file' error.
How to clear the Office file cache when Excel crashes on opening filesTo assist users in resolving Excel crashes when opening files by clearing the Office file cache on Windows.