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 ErrorsA guide to assist users in troubleshooting common Active Sync errors.
How to troubleshoot when the APS sync log file is not logging any new informationWhy is my APS sync running, but the logs file is not updating?
How to create standardised Firm account codesAssist Admins in creating Firm standard account codes
How to Troubleshoot error "You are not authorised to access this data..."Inform users how to troubleshoot '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'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 ActiveAssist 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 XeroUsers may encounter a situation 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'Allow users to troubleshoot '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."