This internal troubleshooting checklist is designed to help internal support staff address various common support scenarios related to Smart workpaper user access, connection problems, or add-in issues.
Add-in Issues:
Uninstall and reinstall the SWP add-in.
Ensure both SWP Add-in components are active in Excel Options > Add-ins page.
Ensure the user has appropriate licensing and access to SWP from Central. (see SWP - User Access Troubleshooting Checklist for more information)
Confirm that the user is logged into the add-in within excel and in the browser in https://workpapers.businessfitness.com.au/
Ensure that the login for SWP coincides with the login for their Excel.
Make sure any conflicting add-ins/software are disabled or turned off
Unprotect whole worksheet under review tab > ensure protect sheet or protect workbook is not showing in yellow. Also check file > info to unprotect sheets.
Right click the file via File Explorer > Properties and select 'unblock' if visible.
Reset workpaper under the smart workpapers tab, or try a fresh Business fitness workpaper from the SWP website
See common scenarios on General Smart Workpapers Troubleshooting Steps Article
Make sure they are using a supported version of Excel that is installed locally.
Perform any Excel updates
Ensure Excel is installed locally (and can be seen in the control panel > Add/Remove programs page)
Remove any old SWP addins per SWP - Frequent Dropouts of the SWP addin
Refer to the list of known conflicting add-ins from previous testing, which includes:
LEAP Excel Add-in
Templafy Excel Add-in
Sage X3 Office Excel Add-in (may require Office repair after disabling)
HowNow Office Add-in
Kofax Convert PDF Excel Addin & Kofax Export PDF Addin
Connection/data source issues:
Ensure to disconnect and reconnect to Xero in the connections screen.
Ensure relevant xero file shows in manage connections page.
Ensure email account/profile the customer has used to connect to Xero is the same login as the profile/email used to log into SWP
Ensure login to connect to Xero has sufficient access to that file in Xero.
Ensure software details section on the home page of the workbook doesn’t list a software name other than the software you want to connect to.
Try connecting with a different Xero login that has access, to see if the issue persists.
Add-in Login Issues:
Ensure the user has appropriate licensing and access to SWP from Central.
Confirm that the user is logged into the add-in within excel and in the browser in https://workpapers.businessfitness.com.au/
Ensure that the login for SWP coincides with the login for their Excel.
Check User is able to log into Identity and SWP website, if not see SWP - User Access Troubleshooting Checklist for more information