If you're having trouble exporting your workpaper, there are a few possible reasons. Follow the steps below to identify and resolve the issue.
1. The workpaper isn’t completed
You won’t be able to select the export button until the workpaper is fully certified and marked as complete. Ensure that:
The workpaper has been fully certified including approver certification.
Ensure the workpaper has been marked as complete.
2. File-related issues
If your workpaper is completed but still won’t export, it may be due to file-related problems.
Error Message: "The following files may not have uploaded correctly and will need to be re-uploaded before exporting again."
This occurs when a file hasn't uploaded correctly, whilst the system created a record for the file, the actual document content failed to upload. To resolve:
Reopen the workpaper.
Replace or delete any files listed in the error message.
Certify and complete the workpaper again.
Retry the export process.
Error Message: "Cannot complete workpaper. Unable to copy FYI Document."
This occurs when a document referenced in the workpaper has been deleted from FYI, preventing export. To resolve:
Identify and restore the missing document in FYI.
Attempt the export again.
If you are unable to locate the file, contact support for assistance.
Large Files
Extremely large files (e.g., PDFs with hundreds of pages) may cause export delays or failures.
Consider compressing or reducing the file size before uploading.
Empty Files (0MB)
Files with no content can block the export process. To check for and remove empty files:
Navigate to the Files page within the workpaper.
Use these filters:
Record Type: Document
Flat View: Toggled on
Review the file list.
Select the i icon for each file and check for any with a size of 0MB.
Open and replace these files as necessary.
ℹ️ Note: Occasionally, there may not be an error, but the export process could take several days. This is not normal and likely indicates an issue with the workpaper or its files.
If these steps don’t resolve the issue, contact our support team for help using our in-app messenger.