Issue:
Users are unable to refresh the connection between BGL SimpleFund 360 and Smart Workpapers. The connection appears "connected" but fails to function correctly.
Symptoms:
- The system shows the connection as "connected," but the workpaper reports the connection is expired or disconnected.
- Attempts to disconnect and reconnect the connection do not resolve the issue.
Cause:
This issue is often caused by cached cookies or saved browser data that interfere with the connection process.
Solution:
Step 1: Open the correct URL in Incognito Mode
To bypass cached data, have the user try the following steps:
1. Open Google Chrome.
2. Click on the three dots in the top-right corner and select New Incognito Window.
3. In the Incognito window, navigate to the following URL:
- This will ensure you access the correct page without using the cached version.
4. Attempt to refresh the connection. ( See step 2 )
Step 2: Disconnect and reconnect the BGL SimpleFund 360 connection
- In the Connections screen, have the user:
1. Disconnect from BGL SimpleFund 360. ( If needed )
2. Reconnect by logging back in through the provided Smart Workpapers link.
Step 3: Verify in Incognito Mode
- If the connection works in Incognito Mode, instruct the user to clear their browser cache to prevent future issues.
Additional Information:
Difference between subdomains "my" and "workpapers":
The "my" subdomain (https://my.businessfitness.com.au) is used for Active Workpapers, which is the newer platform, while the "workpapers" subdomain (https://workpapers.businessfitness.com.au) is used for Smart Workpapers. Sometimes, switching to the "my" subdomain can resolve connection issues as Active Workpapers offers improved functionality and connections. By using the Active Workpapers subdomain, users may bypass issues linked to Smart Workpapers and reconnect successfully.If the issue persists, try using a different browser, such as Microsoft Edge.
If the user recently changed their account name or email address, ensure that login credentials are consistent across all platforms.