Troubleshooting

Questions and answers around support issues

HowNow Smart Workpapers Excel Add-in appears twice in properties page
Issue: When you go to the File menu in Excel, you will see two tabs for HowNow Smart Workpapers instead of one. This may cause some erratic behaviour in cer...
Sat, 23 May, 2015 at 6:17 AM
Reportance tab missing from Excel
If, on opening Excel the Reportance tab is missing, or you receive an error message that 'Reportance.ExcelAddin.AddinModule is not enabled', pleas...
Mon, 14 Dec, 2015 at 2:56 PM
Crash to Desktop on Application Startup
Issue Reportance shows the opening 'splash' image and then crashes with a windows error that looks something like the following: ...
Mon, 22 Jun, 2015 at 5:54 PM
Unable to create a new Reportance file
Problem Users in a Citrix or managed Terminal Services environment are sometimes unable to create a new Reportance file, and receive the following err...
Mon, 27 Jul, 2015 at 10:26 AM
Excel crash after updating cell value
An Excel 'Crash to Desktop' can occur in certain circumstances when updating a cell and exiting it by pressing 'Enter' or moving a mouse...
Mon, 14 Sep, 2015 at 10:24 PM
Workpaper buttons do not work
If you click on buttons in a Reportance workpaper and nothing occurs, it is usually a result of Excel disabling the Smart Workpapers Addin which drives this...
Fri, 20 Nov, 2015 at 4:05 PM
Workpapers not working when opened from MYOB Document Manager
A recent update to MYOB AE has resulted in all Excel documents being opened in 'administrator mode'. This has the effect of unloading all us...
Tue, 9 Aug, 2016 at 9:25 AM
I can't connect to a MYOB Account Right Live File
If you select Connect on a MYOB Acount Right Live File and the Icon Spins but  doesn't connect to the MYOB file, then maybe your client may have connec...
Thu, 20 Sep, 2018 at 4:31 PM
Smart Workpapers can't connect to Reportance File
When working with Smart Workpapers generated from and connected to Reportance, you may run into the above error when attempting to refresh the data. Th...
Tue, 8 Jan, 2019 at 4:31 PM