Overview
This guide outlines the steps to resolve issues where users receive "Access Denied" errors or are unable to open binders in Active when selecting "Open in Excel".
Common Symptoms
- User can log in to Active workpapers platform via web browser but encounters issues opening files in Excel
- User receives an error stating their account can't be found in the activecollboration.sharepoint.com directory
- Constant redirection to Microsoft sign-in screen when trying to open workpapers in Excel
Resolution Steps
1. Sync SharePoint Access (Firm Administrator Action Required)
This should be the first step as it often resolves the issue:
1. Inform the user that a firm administrator needs to perform this action
2. The firm administrator should go to https://my.businessfitness.com.au/admin/firm/users
3. Select the user experiencing issues
4. Navigate to Product Versions
5. Click "Sync SharePoint"
Note: Only firm administrators have access to perform this step. If the user is not an administrator, they will need to contact their firm's IT department or designated Active platform administrator. After syncing, advise the user to wait about 15 minutes before attempting to access the system again.
Subject: Instructions for Resolving Access Issues in Active PlatformDear [Customer Name],Thank you for reaching out about the access issues you're experiencing with the Active platform. We believe we can resolve this by having your firm's administrator sync your SharePoint access. Here's what needs to be done:1. Please contact your firm's IT department or the designated administrator for the Active platform.2. Ask them to follow these steps: a. Log in to the Active platform administration page at https://my.businessfitness.com.au/admin/firm/users b. Locate your user account in the list c. Click on your account to view details d. Navigate to the "Product Versions" section e. Click the "Sync SharePoint" button next to your account3. Once they've completed this process, please wait for about 15 minutes to allow the changes to take effect.4. After waiting, try logging out of all Microsoft services and then log back into Excel and the Active platform.If you're still experiencing issues after this process, please let us know, and we'll be happy to assist further.For security reasons, we can't perform this action directly, as it requires administrator access to your firm's Active platform account.Thank you for your patience as we work to resolve this issue. If you have any questions or need further clarification, please don't hesitate to ask.Best regards, [Your Name] Support Team
2. Verify Excel Version and Licensing
Ensure the user's Excel version meets the system requirements:
1. Ask the user to check their Excel version:
- Open Excel
- Go to File > Account > About Excel
2. Verify that the version meets the minimum requirements as per:
3. If the version is outdated or the subscription is incorrect, guide the user to update their Office suite or contact their IT department for assistance
3. Sign Out of Microsoft Account
Have the user sign out of their Microsoft account:
1. Direct the user to sign out of office.com
2. Instruct them to sign out of Excel and any other Office applications
3. Confirm that they've successfully signed out of all sessions
4. Advise them to close all browser windows and Excel applications before proceeding to the next step
4. Reset Excel Credentials
Guide the user through resetting their Excel credentials:
1. Open Excel
2. Go to File > Account
3. Under the "Connected Services" section, find and select "Remove" for any work or school accounts
4. Click "Sign out" to remove the Microsoft account
5. Close Excel completely (ensure it's not running in the background)
6. Reopen Excel
7. Go to File > Account > Sign in
8. Use the correct credentials (ensure it's the same email as used for the Active platform)
9. If prompted, enter the password and complete any multi-factor authentication steps
5. Try Excel Online First
Instruct the user to:
1. Access the Active platform through their web browser
2. Attempt to open the binder using Excel Online
3. Accept any invites or permissions that pop up
4. If successful in Excel Online, try opening the binder in desktop Excel again
6. Manual Account Reset
If all previous steps fail:
1. Escalate the issue to the backend team
2. Provide them with the user's email address and firm name
3. Request a manual removal and re-addition of the user's credentials in the system
4. Once confirmed, ask the user to wait 30 minutes before attempting to log in again
5. Guide the user through steps 3-5 again after the manual reset
Notes for Support Staff
- Always start with syncing SharePoint access if possible, as this often resolves the issue
- Verify the user's Excel version and licensing early in the process
- Ensure the user's Active platform email matches their Microsoft login email
- For persistent issues, consider scheduling a remote session with the user or their IT support
- Keep in mind that changes may not take effect immediately; advise users to wait a short while and try again if initial attempts fail
- Document any new or unusual error messages encountered during troubleshooting
- If a particular step resolves the issue, make a note in the ticket for future reference