Resolve problems with Engagement Manager Add-ins

Troubleshoot the Engagement Manager web add-in

You can include information from Engagement Manager in your Microsoft Word and Excel files by using the Engagement Manager web add-in. Read through the following information and follow the steps to help troubleshoot problems with the Engagement Manager web add-in.
note
Engagement Manager has 2 Microsoft Office add-ins. The steps you use depend on which add-in you have installed:
  • Engagement Manager desktop add-in (COM add-in):
     You have a separate Engagement Manager tab in Word or Excel.
  • Engagement Manager web add-in:
     You select Engagement Manager from the Home tab and the Engagement Manager functions open in a side panel.
Only 1 add-in should be installed and active at a time. If you're using the desktop add-in (COM add-in), refer to Troubleshoot the Engagement Manager Add-ins (desktop COM add-in).

Common add-in problems for GoFileRoom or Engagement Manager

The GoFileRoom and Engagement Manager add-ins have key differences that affect how an issue should be resolved. Because all Engagement Manager documents are housed within GoFileRoom, you first need to identify which add-in is causing the problem.
Problems with the Engagement Manager web add-in:
  • Values from the engagement won't add or update
  • Descriptions won't import
  • #NAME is displayed in Microsoft Excel spreadsheets
  • The error “Unable to open Accounts.xml” is displayed
  • All buttons in the add-in panel are turned off
  • Recalculate takes an abnormal amount of time, or you get Recalculate Failed
Problems with the GoFileRoom Client Add-In:
  • Unable to open documents
  • Unable to edit documents
  • Unable to save documents

Basic troubleshooting for Engagement Manager and GoFileRoom add-ins

Follow these steps to help identify problems with the Engagement Manager and GoFileRoom add-ins.
  1. Make sure you're following all settings with the GoFileRoom and Engagement Manager setup checklists.
  2. Make sure the Engagement Manager web add-in displays in Microsoft Word and/or Excel.
    • If the add-in doesn't appear, it may have been removed or may not be available in the current Office session.
  3. Make sure that the document has been added to an engagement within Engagement Manager. The document must be added to an Engagement Manager engagement to use the following add-in functions:
    • Engagement Link
    • Workpaper Reference
    • Procedure Completed
    • Checkmark
    • Recalculate
    • Load Tickmarks

The Engagement Manager web add-in is installed, but not working

The add-in should load for any Word or Excel file that is included in an engagement within Engagement Manager, then opened for editing (through either GoFileRoom or Engagement Manager).
  1. Close Microsoft Word and Excel.
  2. Open Microsoft Task Manager and close any open sessions of Microsoft Word or Excel.
  3. Open the file for editing again.
note
If you open a document outside of Engagement Manager or GoFileRoom, the add-in won't be available to use.

All buttons in the add-in panel are not available

This issue is typically caused by Microsoft Office opening your file in Compatibility Mode. Compatibility Mode can occur when:
  • Your workpaper is a legacy file type, such as .xls or .doc instead of .xlsx or .docx.
  • Your workpaper uses macros but isn't saved as a macro-enabled file type, such as .xlsm or .docm.
Check whether the open file is in Compatibility Mode
  1. Look at the file name in the title bar.
    • If it ends in .xls or .doc, the file is a legacy format.
    • If it shows [Compatibility Mode] in the title bar, Office is running the file in Compatibility Mode.
  2. In Word or Excel, select
    File
    , then
    Info
    .
    • If
      Compatibility Mode
       appears on this screen, Office is running the file in Compatibility Mode.
Convert the workpaper to .docx/.xlsx (or .docm/.xlsm for macros)
Follow these steps to convert the file and re-upload it to Engagement Manager so the web add-in buttons are enabled.
  1. Close the document in Word or Excel.
  2. In Engagement Manager, open the engagement and select the
    Workpapers
     tab.
  3. Right-click the workpaper, then select
    Export
     and choose to export in the original format.
  4. Open the exported file from your Downloads folder.
  5. Select
    File
    Save As
    , then save the file as one of the following:
    • .docx (Word) or .xlsx (Excel) for standard files
    • .docm (Word) or .xlsm (Excel) for macro-enabled files
  6. Close the document.
  7. In your Downloads folder, delete the old exported copy (for example, the .doc or .xls version). Keep the newly saved .docx/.xlsx (or .docm/.xlsm) copy.
  8. In Engagement Manager, delete the original workpaper from the
    Workpapers
     tab.
  9. Upload the new file to the
    Workpapers
     tab using one of the following methods:
    • Drag and drop the file into the target folder on the Workpapers tab.
    • Select
      Add
      Workpaper
      , then choose
      External
       as the source.

Fix formulas showing #NAME or #BUSY

  1. After installing the web add-in, open a workpaper that contains Engagement Manager formulas (including custom Excel workpapers).
  2. Sign in to the web add-in with your credentials.
  3. Select the
    Recalculate
     button in the add-in.
    • #BUSY may appear temporarily while the formulas process. This is normal Excel behavior during formula calculations.
    • Larger workpapers or those with many formulas will take longer; let the process finish without making edits.
  4. Once the formulas have been updated correctly, save the workpaper as you normally would (save to GoFileRoom).
    • Saving preserves the association between formulas created with the desktop add-in and the web add-in.
    • It also prevents this issue from reappearing the next time you open the workpaper.
    • Do this once for each workpaper that contains Engagement Manager formulas (including custom Excel workpapers).
    • If you skip the
      save to GoFileRoom
       step, affected cells may continue to show #NAME the next time you open the workpaper, and you'll need to repeat the previous steps.

Recalculate takes an abnormal amount of time, or “Recalculate Failed” appears

If Recalculate is unusually slow or fails, reduce the size of your workbook by removing unused blank rows and columns. Do this on each worksheet.
  1. Open the Excel workpaper.
  2. Select the 1st blank row under your working area.
  3. Select
    Ctrl+Shift+Down Arrow
     to select all blank rows.
  4. Right-click a selected row number and select
    Delete
    .
  5. Select the 1st blank column to the right of your working area.
  6. Select
    Ctrl+Shift+Right Arrow
     to select all blank columns to the right.
  7. Right-click a selected column letter and select
    Delete
    .
  8. Repeat these steps for each worksheet, then save the workpaper to GoFileRoom.
note
Recalculate performance issues and failures can also occur when the file is in Compatibility Mode (for example, XLS).

Check Microsoft Office version (Office 2019 or later)

If the previous steps don't fix the problem, continue with these steps:
  1. Confirm you're using a supported version of Microsoft Office for the Engagement Manager web add-in (Office 2019 or later, including Microsoft 365 desktop apps).
  2. Make sure that Microsoft Word and Excel are up to date.
  3. Go to
    C:\Program Files (x86)\Microsoft Office\Office [YY]
    .
  4. Right-click
    EXCEL.EXE
     or
    WINWORD.EXE
    .
  5. Select
    Run as administrator
    .

Turn off other add-ins that may be causing a conflict

Follow these steps to turn off other add-ins that may be causing problems with Microsoft Office.
  1. In Microsoft Word or Excel, select
    File
    ,
    Options
    , then
    Add-ins
    .
  2. In the
    Manage
     section, select
    COM add-ins
    , then
    Go
    .
  3. Turn off any add-ins that you aren't using.

Remove the Engagement Manager desktop add-in (COM add-in)

If the legacy desktop add-in is still installed, it can cause issues with the web add-in, including calculation problems. Follow these steps to remove the desktop add-in and confirm it's no longer loaded in Office.
  1. In Windows, select
    Start
     and search for
    Add or remove programs
    .
  2. Find
    Engagement Manager Client Office Addins
     and uninstall it.
  3. Open Word and/or Excel.
  4. Select
    File
    Options
    Add-ins
    .
  5. In the
    Manage
     dropdown, select
    COM Add-ins
    , then select
    Go
    .
  6. Make sure
    Engagement Manager
     and/or
    AdvanceFlow
     are not listed.
    • If they are listed, select them and select
      Remove
      .
  7. In Excel only: on the same Add-ins screen, select
    Excel Add-ins
     in the
    Manage
     dropdown, then select
    Go
    .
  8. Make sure
    Engagement Manager Automation FNS
     is not listed.
    • If it is listed, clear the checkbox.

Uninstall and reinstall the Engagement Manager web add-in

Follow these steps to remove and reinstall the Engagement Manager web add-in in Word or Excel.
Uninstall
  1. In Microsoft Word or Excel, locate the
    Engagement Manager
     button on the
    Home
     tab.
  2. Right-click the
    Engagement Manager
     button and select
    Remove
    .
    • If you don't have the remove option on the ribbon:
      1. Select
        Add-ins
         on the
        Home
         tab, then select
        More Add-ins
         at the bottom of the menu.
      2. Select
        My Add-ins
        .
      3. Select the ellipsis (...), then select
        Remove
        .
  3. Close and reopen Word or Excel to confirm the add-in is no longer visible.
Reinstall
  1. Select
    Add-ins
     on the
    Home
     tab in Word or Excel.
  2. Search for
    Engagement Manager
    .
  3. Select the add-in with the Thomson Reuters logo and publisher, then install it.
  4. Sign in when prompted.

Uninstall and reinstall the GoFileRoom Client Add-In

Follow these steps to uninstall and reinstall the GoFileRoom Client Add-In, used by both GoFileRoom and Engagement Manager.
  1. Open the
    Control Panel
     on your computer, then select
    Programs and Features
    .
  2. Select
    GoFileRoom Client Add-In
    , then
    Uninstall
    .
  3. Restart your computer.
  4. Go to
    C:\Program Files (x86)\GoFileRoom
     and delete all folders except the following:
    • GFRScanflow
    • GFRUploadDocuments
    • GFRImporter
    • GFRLookupListSync
  5. Go to
    C:\ProgramData\GoFileRoom
     and delete all folders except the following:
    • GFRScanflow
    • GFRUploadDocuments
    • GFRImporter
    • GFRLookupListSync
    note
    The ProgramData folder is hidden by default. Follow these steps to show hidden folders.
  6. Go to
    C:\Users\[your username]\AppData\Roaming
    .
    note
    The AppData folder is hidden by default. Follow these steps to show hidden folders.
  7. Rename the
    GoFileRoom
     folder to
    GoFileRoomOLD
    .
  8. Open the
    Thomson Reuters
     folder. If the
    WorkFlow Manager
     folder is present, rename it to
    WorkFlow ManagerOLD
    .
  9. Make sure that you meet all the requirements listed in the GoFileRoom setup checklist.
  10. Sign in to GoFileRoom.
  11. Select your name then
    Client Add-In
    .
  12. Choose to save the file when your internet browser asks what you want to do with the file.
  13. After the download is complete, right-click on the file and select
    Run as administrator
    .
  14. Follow the prompts to reinstall the GoFileRoom Client Add-In.

What happens next

  • If the issue was caused by Compatibility Mode, converting the file to .docx/.xlsx (or .docm/.xlsm) typically restores add-in functionality.
  • If the issue was caused by the legacy desktop add-in, uninstalling it typically prevents conflicts with the web add-in.
  • If the issue was caused by the GoFileRoom Client Add-In, reinstalling it typically restores document open/edit/save actions from GoFileRoom and Engagement Manager.

This article applies to:

  • Product: Cloud Audit Suite