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Troubleshooting


TROUBLESHOOTING

Sometimes things just go wrong and you need answers fast

34 articles in this collection
Written by Sam Melrose, Ciara Martin, and Wenny Leonardy
Access


MFA ERROR: SEEMS THAT YOUR CODE IS NOT VALID, PLEASE CHECK AND RETRY

This error occurs during login when you are asked to enter a 6-digit code from
your Authenticator app.
Written by Sam Melrose
Updated over a week ago


MFA ERROR: LOOKS LIKE SOMETHING WENT WRONG. PLEASE RETRY.

This error occurs during login when you are asked to enter a 6-digit code from
your Authenticator app.
Written by Wenny Leonardy
Updated over a week ago


ERROR: YOUR ACCESS ISN'T VERIFIED

This error occurs in Rooms when the person has not clicked on the verification
link to register their details upon login.
Written by Ciara Martin
Updated over a week ago


ALERT: BREACHED PASSWORD

Your account may be at risk alert is received if the same password used for an
Ansarada profile has been breached on a third party site.
Written by Ciara Martin
Updated over a week ago


INTERNET EXPLORER 11 - END OF SUPPORT

Internet Explorer 11 will cease to work with parts of the Ansarada Platform as
of June 15, 2022
Written by Sam Melrose
Updated over a week ago


TLS1.2 AND ABOVE FOR MICROSOFT OFFICE & ADOBE

Reach out to your I.T. team
Written by Sam Melrose
Updated over a week ago
General


ADD ANSARADA AS A TRUSTED SITE

Add Ansarada to your trusted websites to ensure you can access Secure office
files in the Room.
Written by Ciara Martin
Updated over a week ago


ERROR: MUST BE CONNECTED TO A NETWORK

Instructions on troubleshooting the error message, “This computer must be
connected to the network in order to open this document."
Written by Ciara Martin
Updated over a week ago


ERROR: THIS PAGE CAN'T BE DISPLAYED

Resolve the error "This page can't be displayed" when trying to access Ansarada.
Written by Ciara Martin
Updated over a week ago


ERROR: YOU DO NOT HAVE PERMISSION TO PERFORM THIS OPERATION

This error is received if access to a secured file has expired.
Written by Ciara Martin
Updated over a week ago


ERROR: INVALID TOKEN

If you receive an error saying "The token for the user is invalid." you will
need to make some changes to your Google account.
Written by Ciara Martin
Updated over a week ago
Microsoft office files


ERROR: THE SERVICE AT
HTTPS-SECUREOFFICE1-ANSARADA-COM-WMCS-LICENSING-IS-TEMPORARILY-UNAVAILABLE

If you receive this error try these troubleshooting suggestions to resolve the
issue.
Written by Ciara Martin
Updated over a week ago


ERROR: SOMETHING WENT WRONG OPENING INFORMATION RIGHTS MANAGEMENT ERROR

Fix error "Sorry, something went wrong opening Information Rights Management
protected content. The network location cannot be reached.".
Written by Ciara Martin
Updated over a week ago


ERROR: THE FILE IS CORRUPT AND CANNOT BE OPENED

Change your protected view settings to resolve this Excel error.
Written by Ciara Martin
Updated over a week ago


THE "SAVE AND/OR "SAVE AS" FUNCTIONS IN MICROSOFT OFFICE ARE GREYED OUT

Save files locally when the save button is greyed out in Microsoft Office.
Written by Ciara Martin
Updated over a week ago


ERROR: BLANK EXCEL FILE

Resolve the issue of receiving a blank screen when exporting to Excel. It may
happen if you're running Office 2010, 2013 or 2016.
Written by Ciara Martin
Updated over a week ago


ERROR: THIS RIGHTS PROTECTED DOCUMENT CANNOT BE OPENED BECAUSE THE RIGHTS
MANAGEMENT FEATURE HAS BEEN DISABLED BY POLICY

Resolve the "This rights protected document cannot be opened because the Rights
Management feature has been disabled by policy" error.
Written by Ciara Martin
Updated over a week ago


ERROR: CANNOT USE TEST MANIFESTS AGAINST PRODUCTION SERVERS ERROR

How to access documents in the Room if you receive the error message, "Cannot
use test manifests against production servers".
Written by Ciara Martin
Updated over a week ago


WINDOWS: TROUBLESHOOTING MICROSOFT OFFICE DOCUMENTS

Windows 7 users may need to download an update from Microsoft when having
trouble opening Microsoft Office documents.
Written by Ciara Martin
Updated over a week ago
PDFs


UNABLE TO ACCESS PDFS: PC

If you're having trouble opening PDF files on Microsoft Windows, follow these
steps to set Adobe Reader as your default PDF reader.
Written by Ciara Martin
Updated over a week ago


UNABLE TO ACCESS PDFS: MAC

If PDF files are not opening on Mac, follow these steps to set Adobe Reader as
your default PDF reader.
Written by Ciara Martin
Updated over a week ago


UNABLE TO ACCESS PDFS: CHROME

Set Adobe as your default PDF viewer for Google Chrome to access secured PDFs in
the Room.
Written by Ciara Martin
Updated over a week ago


UNABLE TO ACCESS PDFS: SAFARI

Set Adobe as your default PDF viewer for Safari to access secured PDFs in the
Room.
Written by Ciara Martin
Updated over a week ago


UNABLE TO ACCESS PDFS: FIREFOX

Set Adobe as your default PDF viewer for Firefox to access secured PDFs in the
Room.
Written by Ciara Martin
Updated over a week ago


UNABLE TO ACCESS PDFS: INTERNET EXPLORER

Set Adobe as your default PDF viewer for Internet Explorer to access secured
PDFs in the Room.
Written by Ciara Martin
Updated over a week ago


ERROR: AN ERROR OCCURRED WHILST PERFORMING THIS OPERATION

Troubleshoot the error message "An error occurred while performing this
operation. Contact an administrator if this problem continues".
Written by Ciara Martin
Updated over a week ago
Archives


BROWSE AN ARCHIVE FILE USING 7-ZIP

How to browse an archive with a file path longer than 256 characters using 7-Zip
Written by Sam Melrose
Updated over a week ago


ERROR: YOU DO NOT HAVE PERMISSION TO DOWNLOAD THIS ARCHIVE

This error occurs when an archive link's contents does not match the persons
access.
Written by Ciara Martin
Updated over a week ago
Developer Tools


GENERATE A HAR FILE - MICROSOFT EDGE

Help speed up troubleshooting by generating a HAR file to analyse for issues.
Written by Wenny Leonardy
Updated over a week ago


SSO FAQ

Written by Wenny Leonardy
Updated over a week ago


SSO PRODUCTION DOCUMENTATION

Written by Sam Melrose
Updated over a week ago


GENERATE A HAR FILE - CHROME

Help speed up troubleshooting by generating a HAR file to analyze for issues.
Written by Sam Melrose
Updated over a week ago


GENERATE A HAR FILE - SAFARI

Help speed up troubleshooting by generating a HAR file to analyze for issues.
Written by Sam Melrose
Updated over a week ago


GENERATE A HAR FILE - FIREFOX

Help speed up troubleshooting by generating a HAR file to analyze for issues.
Written by Sam Melrose
Updated over a week ago
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