Troubleshooting Binder Synchronization and Version Management in CCH

Understanding Binder Synchronization

Binder synchronization is a critical function in CCH that ensures all team members have access to the most current version of workpapers. This article addresses common synchronization issues and provides troubleshooting steps.

Common Synchronization Issues and Solutions

Identical Versions During Synchronization

If you receive a message that synchronization was cancelled, this may be normal behavior.

• Issue: Synchronization automatically cancels when remote and local binders have identical versions.

• Solution: This is expected behavior and not an error. No action is needed as the binders are already in sync.

Partially Successful Synchronization

Sometimes only some binders will sync successfully while others fail.

• Issue: Only some binders sync successfully (e.g., 1 out of 2 jobs).

• Solution: Check the version of your binders. Ensure that different binders have distinct versions that require updating. If issues persist, contact technical support with specific details about which binders are experiencing sync problems.

Workpapers Not Syncing or Changes Not Visible to Team

If your team cannot see changes you've made to workpapers, try these steps:

1. Sync the individual workpaper and then the entire binder

2. Remove the binder from the Local File Repository (LFR)

3. Retrieve the binder again from the Central File Repository (CFR)

4. Check out the binder, make changes, save, and then sync again

5. Verify you're using the latest version of the CCH software

6. Confirm with team members that they can see the updated workpaper

Binder Not Visible to Everyone

If you cannot see a specific binder in CCH Engagement but another user can:

• Issue: A binder appears in CCH is not visible to everyone

• Solution: Perform a complete system reboot and sign back into CCH.

If the binder remains invisible after these steps, contact support. Provide:

• A screenshot from a user who can see the binder (so support can compare views)

• The binder name and ID, if available

• Information on how many users can and cannot see the binder

If they determine the binder is missing or not visible for multiple users, they may need to restore it from a backup.

Binder Incorrectly Shows as Checked Out

Sometimes a binder may appear to be checked out when no one has actually checked it out.

• Issue: Binder displays as checked out despite no one actively using it.

• Solution: This can happen due to temporary file system issues or synchronization problems between local and central file rooms. Deleting and re-syncing the file can often resolve this type of display error. If the status remains incorrect after re-syncing, capture the binder name/ID and contact support so they can review and, if needed, manually correct the checkout status.

Requesting Binder Deletion When Synchronization Is No Longer Needed

If a binder is no longer needed or is causing ongoing synchronization issues, you can request that it be deleted by support.

• Issue: Binder is obsolete, duplicated, or continues to cause sync or access problems and should be removed from CCH.

• Solution: Submit a deletion request through your usual support channel (for example, support email, text, or your Help Center). In your request, clearly identify each binder to be deleted. Include:

  • The binder number

  • The full binder title

  • Any relevant account or policy number (for example, #<account-number>: <binder-name-1>, <binder-name-2>)

• Support will perform the deletion and confirm back to you. After you receive confirmation, verify in CCH that the binder no longer appears in your account.

Binders Not Opening

• Issue: Binders fail to open in CCH ProSystem fx Engagement Workpaper Management.

• Solution: This is often caused by version incompatibility between your local application and the remote version. Try reinstalling the latest version of the software, clearing local files, restarting your device, and if needed, resetting your user profile through CCH's Profile Manager.

Unresponsive SP Binder

If your SP binder becomes unresponsive or freezes:

• Issue: SP binder stops responding during use.

• Solution: Try disconnecting and reconnecting to a different server, verify your system's connectivity, and if issues persist, contact technical support for further assistance.

CCH Not Syncing or Failing to Open

• Issue: CCH application won't sync or open properly.

• Solution: Close and reopen the application, restart your computer, check CCH server services, and ensure you're connected to VPN if required. In some cases, IT support may need to log into the main CCH server and restart the service to resolve the issue.

Access Issues for Specific Folders or Workpapers

• Issue: Unable to open or access specific folders or Trial Balance workpapers in CCH.

• Solution: Verify that you have the appropriate staff access permissions and licenses for the folder or workpaper type. Contact your system administrator to check and update your access rights and ensure the appropriate license is applied to your account.

Note: If an Excel workpaper prompts you to sign in with your email and password, this is typically a license verification step. Sign in with your credentials to confirm your license and gain access to the file.

Lag and Performance Issues

• Issue: Experiencing delays or lag, especially in Excel workpapers.

• Solution: Check your internet connection speed, optimize your system's performance settings, and ensure you're using a stable network connection.

General Synchronization Errors

If you encounter general synchronization errors, follow these troubleshooting steps:

1. Check your internet connection

2. Verify software configuration settings

3. Ensure you have the latest software version

4. Restart the application

5. If the problem persists, contact technical support with the specific error message and a screenshot

Synchronization Cancellation Errors

If you encounter a "synchronization process has been cancelled" error when trying to log into CCH, try these troubleshooting steps:

1. Close and reopen the application

2. Restart your computer

3. Ensure you are connected to the VPN if required

4. Check if you are running the most recent version of the software

5. If these steps don't resolve the issue, contact technical support for further assistance

Version Compatibility Issues

Version compatibility is crucial for proper synchronization. Ensure all team members are using the same version of the software (for example, version 2022.4.1). Version discrepancies can cause synchronization failures and workpaper issues.

Resolving Version Compatibility Issues

If you encounter version compatibility errors with CCH ProSystem fx Engagement Workpaper Management, try these steps:

1. Uninstall the current version and install the latest version of the application

2. Delete local files in the File Room and attempt to resync

3. Restart your device

4. If problems persist, contact CCH support to reset your user profile using their Profile Manager tool

Best Practices for Successful Synchronization

1. Check for and install software updates promptly

2. Verify that all team members are using compatible software versions

3. Document specific error messages when contacting technical support

4. Maintain a stable internet connection during synchronization processes (including verifying wired Ethernet ports and VPN connections, if used)

5. Regularly optimize your system's performance for better CCH operation

6. Ensure you have the latest .NET Framework installed on your computer

7. Consider using alternative access methods like a terminal server while troubleshooting persistent issues

If you continue to experience synchronization issues after trying these solutions, contact CCH technical support for further assistance.