Troubleshooting | Ansarada Help & Support

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 Jayden Wilkinson
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

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

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 Jayden Wilkinson
Updated over a week ago

SSO FAQ

Written by Jayden Wilkinson
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