Troubleshoot the Engagement Manager web add-in

Common add-in problems for GoFileRoom or Engagement Manager

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

Unable to open documents
Unable to edit documents
Unable to save documents

Basic troubleshooting for Engagement Manager and GoFileRoom add-ins

Make sure you're following all settings with the GoFileRoom and Engagement Manager setup checklists.
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.
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

Close Microsoft Word and Excel.
Open Microsoft Task Manager and close any open sessions of Microsoft Word or Excel.
Open the file for editing again.

All buttons in the add-in panel are not available

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.

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.
In Word or Excel, select
File
, then
Info
.
If
Compatibility Mode
appears on this screen, Office is running the file in Compatibility Mode.

Close the document in Word or Excel.
In Engagement Manager, open the engagement and select the
Workpapers
tab.
Right-click the workpaper, then select
Export
and choose to export in the original format.
Open the exported file from your Downloads folder.
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
Close the document.
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.
In Engagement Manager, delete the original workpaper from the
Workpapers
tab.
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

After installing the web add-in, open a workpaper that contains Engagement Manager formulas (including custom Excel workpapers).
Sign in to the web add-in with your credentials.
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.
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

Open the Excel workpaper.
Select the 1st blank row under your working area.
Select
Ctrl+Shift+Down Arrow
to select all blank rows.
Right-click a selected row number and select
Delete
.
Select the 1st blank column to the right of your working area.
Select
Ctrl+Shift+Right Arrow
to select all blank columns to the right.
Right-click a selected column letter and select
Delete
.
Repeat these steps for each worksheet, then save the workpaper to GoFileRoom.

Check Microsoft Office version (Office 2019 or later)

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).
Make sure that Microsoft Word and Excel are up to date.
Go to
C:\Program Files (x86)\Microsoft Office\Office [YY]
.
Right-click
EXCEL.EXE
or
WINWORD.EXE
.
Select
Run as administrator
.

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

In Microsoft Word or Excel, select
File
,
Options
, then
Add-ins
.
In the
Manage
section, select
COM add-ins
, then
Go
.
Turn off any add-ins that you aren't using.

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

In Windows, select
Start
and search for
Add or remove programs
.
Find
Engagement Manager Client Office Addins
and uninstall it.
Open Word and/or Excel.
Select
File
Options
Add-ins
.
In the
Manage
dropdown, select
COM Add-ins
, then select
Go
.
Make sure
Engagement Manager
and/or
AdvanceFlow
are not listed.
If they are listed, select them and select
Remove
.
In Excel only: on the same Add-ins screen, select
Excel Add-ins
in the
Manage
dropdown, then select
Go
.
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

In Microsoft Word or Excel, locate the
Engagement Manager
button on the
Home
tab.
Right-click the
Engagement Manager
button and select
Remove
.
If you don't have the remove option on the ribbon:
Select
Add-ins
on the
Home
tab, then select
More Add-ins
at the bottom of the menu.
Select
My Add-ins
.
Select the ellipsis (...), then select
Remove
.
Close and reopen Word or Excel to confirm the add-in is no longer visible.

Select
Add-ins
on the
Home
tab in Word or Excel.
Search for
Engagement Manager
.
Select the add-in with the Thomson Reuters logo and publisher, then install it.
Sign in when prompted.

Uninstall and reinstall the GoFileRoom Client Add-In

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