How to troubleshoot 'We're having a bit of trouble connecting you to Workpapers' or 'You are not authorised'

Symptom

If you encounter the message 'We're having a bit of trouble connecting you to Workpapers' or 'You are not authorised' (as seen below), it's likely due to a discrepancy between your device's time and our server's time. This can happen for various reasons, such as manual time adjustments or disabled automatic time syncing.

Resolution

Here's how to fix it in two easy steps:

Step 1: sync your device's time

For Windows: Right-click the clock in your taskbar and select 'Adjust date/time'. Turn on 'Set time automatically' and click 'Sync now'.
For MacOS: Click the Apple menu, choose 'System Preferences', then 'Date & Time'. Check 'Set date and time automatically'.

Step 2: restart your web browser

After adjusting the time settings, close and reopen your web browser to ensure the changes take effect.

Additional tips

Make sure your internet connection is stable
If you're using a firewall, ensure it's not blocking Workpaper
Clear your web browser's cache and cookies.

Still having trouble? Contact our support team for assistance.