General Smart Workpapers Troubleshooting Steps

This article is aimed at providing general troubleshooting steps for most Smart Workpapers issues that have been frequently encountered. If you feel that a common issue is missing from this list, please let us know for this to be updated.

If you require further assistance to the below steps, please submit a ticket, or give us a call.


TABLE OF CONTENTS


1. Workpapers Menu Item is missing from Excel Ribbon

We generally see this when the Workpapers COM add-in has become disabled, inactive, or unloaded in Excel.
To troubleshoot this issue, follow the steps below:

  1. In Excel, click File > Options > Add-ins and select COM Add-ins from the drop-down list where you see Excel Add-ins, then select Go...
  2. In the next window, ensure that HowNow SmartWorkpapers is ticked and click OK.
    If this isn't present, proceed to 3.1
  3. Go back to the Workpaper and confirm that the Workpapers tab is now present in the Ribbon.
    If so, please test the functionality of your Workpaper.
    If not, please continue with these steps.


2. Workpapers are giving a "Reference isn't valid." error or showing "N/A" in some fields


This issue is usually caused by the Workpapers Formulas add-in becoming disabled, inactive, or unloaded in Excel.

To troubleshoot this issue, follow the steps below:

  1. In Excel, click File > Options > Add-ins and click Go... next to the Excel Add-ins drop-down menu.
  2. In the next window, ensure that HowNow Smart Workpapers Formulas is ticked, then click OK.
    If this isn't present, proceed to 3.1
  3. Go back to the Workpaper and test functionality.
    If the Workpaper is still not working, please continue with these steps.


3. Add-in requires reinstallation

    3.1. Basic uninstall and reinstall

  1. Close any open Excel sheets, and close Excel.
  2. Open the Start Menu and search for and open Add or Remove Programs.
  3. In the programs list, locate HowNow Smart Workpapers and click Uninstall.
  4. Follow the steps to complete uninstallation.
  5. Once uninstalled, navigate to the Workpapers Website.
  6. Log in, then click the blue Install button.
  7. Run the downloaded file and follow the steps to complete.
  8. Once installed, open a Workpaper and test its functionality.


    3.2. Issues persist after basic uninstall and reinstall

These steps will run you through a clean uninstall and reinstall of the Workpapers add-in, this may be required if the issues are ongoing after trying other troubleshooting steps.

  1. Close any open Excel sheets, and close Excel.
  2. Open File Explorer and navigate to %localappdata%\Business Fitness\HowNow Smart Workpapers.
  3. In the folder, run unins000.exe and follow the steps to complete uninstallation.
  4. Once uninstalled, confirm that the HowNow Smart Workpapers folder is deleted, if not, delete this now.
  5. Close File Explorer, then open Regedit (it is recommended to have IT perform any steps within the registry).
  6. In Regedit, navigate to \HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Excel and check any sub-keys for references to the Smart Workpapers add-in, delete these keys.
  7. Navigate to \HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office and expand the highest version folder (i.e. 16.0), then expand the Excel folder.
  8. Remove references to the Smart Workpapers add-in in any sub-keys, most commonly in AddInLoadTimes.
  9. Delete the key \HKEY_CURRENT_USER\SOFTWARE\businessfitness\SmartWorkpapers.
  10. Close Regedit, the open Credential Manager.
  11. In Credential Manager, click Windows Credentials, locate SmartWorkpapersCredential and click Remove, do not remove any other items from this area.
  12. Once removed close Credential Manager and navigate to the Workpapers Website.
  13. Login to the Workpapers website, then click the blue Install button.
  14. Run the downloaded file and follow the steps to complete installation.
  15. Once installation is complete, open a Workpaper and complete login, then test functionality.

4. Workpapers pane is collapsed or won't expand

This issue is more common on low resolution monitors, we recommend performing these steps on monitors with a resolution of 1920x1080 or higher.


    4.1. If the pane is not visible/fully collapsed

  1. In the Workpaper, go to the Index and click an Insert button to prompt the pane to appear.
  2. To the right of the scroll bar look for the five dots (shown below).
  3. Click these dots, they should expand the pane.
    • If the pane doesn't expand, or only expands a little, hover your mouse over the edge of the pane until you receive a horizontal double-ended arrow, then click and drag to the left until you see a grey vertical line following the cursor, then release.
    • If you do not get the horizontal arrow, click the five dots again and try hovering over the edge of the pane once more.
  4. Once the pane is visible, click the Close button in the top right of the pane, then click an Insert button in the Workpaper again to ensure that the pane reopens at the same width.


    4.2. If the pane is partially expanded and will not expand further

  1. In the Workpaper, go to the Index and click an Insert button to prompt the pane to appear.
  2. Hover your mouse over the edge of the pane until it changes to a horizontal double-ended arrow, then click and drag to the left until a grey vertical line appears and follows the cursor.
  3. Stop dragging to make the pane expand to that width, then click and drag the pane back to the right and release at the desired width.
  4. Close the pane and click an Insert button again to check that the pane reopens at the desired width.


5. Workpapers add-in is not loading with Excel

This issue is generally caused by the LoadBehaviour value in the HowNow Smart Workpapers registry key.

We strongly recommend that IT performs these steps as the registry is a sensitive system location.

  1. Open Regedit.
  2. Navigate to \HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Excel\Addins\Workpapers.Next.AddinModule.
  3. Check the LoadBehaviour value, if this value is not 3, please edit the value to 3.
  4. Close Regedit and open a Workpaper.
  5. Confirm if the add-in is now loading by testing the Workpaper functionality and confirming that the Workpapers tab is now visible in the Excel ribbon.
    If the Workpapers add-in is still not loading, we recommend trying 3.2 or an Office repair with a reinstall of the Workpapers add-in.

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.