Skip to main content

How to fix binder synchronization and version issues in CCH Engagement

Anya Grossman
Updated

Overview

This article explains how to fix common binder synchronization and version issues in CCH Engagement. It also covers when you should contact IT support for more help.

Common synchronization issues

Synchronization cancelled because versions are identical

You may see a message that synchronization was cancelled. This is sometimes normal behavior.

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

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

Only some binders sync successfully

Sometimes only some binders will sync successfully while others fail.

  • Issue: Only some binders sync successfully, for example 1 out of 2 jobs.

  • Steps to try:

  1. Check the version of each binder.

  2. Confirm that the binders that will not sync need version updates.

  3. Try syncing the binder again.

  4. If issues continue, contact IT support with the binder names and which ones do not sync.

Workpapers not syncing or changes not visible to the team

If your team cannot see changes you made to workpapers, follow these steps.

  1. Sync the individual workpaper.

  2. Sync the entire binder.

  3. Remove the binder from the Local File Repository (LFR), which is your local binder storage.

  4. Retrieve the binder again from the Central File Repository (CFR), which is the shared binder storage.

  5. Check out the binder, make a small test change, save, and then sync again.

  6. Confirm you are using the latest version of CCH Engagement.

  7. Ask a team member to check 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, try these steps.

  1. Restart your computer.

  2. Sign back into CCH Engagement.

If the binder is still not visible, contact IT support. Provide:

  • A screenshot from a user who can see the binder, so support can compare views.

  • The binder name and binder ID, if you have them.

  • How many users can and cannot see the binder.

IT support may need to restore the binder from a backup if it is missing for multiple users.

Binder incorrectly shows as checked out

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

  • Issue: The binder shows as checked out even though no one is using it.

  1. Try syncing the binder again.

  2. If that does not help, remove the binder from your Local File Repository.

  3. Retrieve the binder again from the Central File Repository.

  4. Sync the binder one more time.

If the status still shows as checked out, capture the binder name and binder ID and contact IT support. IT support 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 keeps causing issues, you can ask IT support to delete the binder.

  • Issue: The binder is obsolete, duplicated, or continues to cause sync or access problems.

  • What to do: Submit a deletion request through your usual IT support channel. In your request, clearly list each binder to delete, including:

  • The binder number.

  • The full binder title.

  • Any related account or policy number, for example #12345: 2023 Client Audit Binder.

IT support will delete the binder and confirm back to you. After you receive confirmation, check CCH Engagement to make sure the binder is gone.

Binders not opening

Binders may fail to open if your CCH Engagement version does not match the server version.

  1. Confirm you are using the latest version of CCH ProSystem fx Engagement Workpaper Management.

  2. If needed, reinstall the latest version of the software.

  3. Clear any local binder files from your Local File Repository, if IT support instructs you to do so.

  4. Restart your computer.

  5. If binders still do not open, contact IT support and mention that binders will not open.

Locked workpapers in Engagement Workpaper Management

A workpaper may appear locked and not allow changes.

  • Issue: You cannot open or modify a workpaper in Engagement Workpaper Management.

Do not try to force changes or manually delete local files for the locked workpaper.

  1. Note the binder name, workpaper name, and any error message.

  2. Contact IT support through text, email, the Help Center, or Microsoft Teams.

  3. Wait for IT support to advise you before taking further action.

Unresponsive SP binder

An SP binder is a special purpose binder. If your SP binder becomes unresponsive or freezes, follow these steps.

  1. Disconnect from your current CCH server session.

  2. Reconnect to a different server if that option is available.

  3. Make sure your internet connection is stable.

  4. If the binder is still unresponsive, contact IT support.

CCH Engagement not syncing or failing to open

If CCH Engagement will not sync or open properly, follow these steps.

  1. Close CCH Engagement.

  2. Reopen CCH Engagement.

  3. Restart your computer.

  4. Confirm that the CCH server is available with your team or IT support.

  5. Make sure you are connected to the virtual private network (VPN), if your firm requires VPN for CCH.

  6. If the problem continues, contact IT support. IT support may need to restart a service on the main CCH server.

Access issues for specific folders or workpapers

You may be unable to open or access specific folders or Trial Balance workpapers.

  1. Confirm that you should have access to the folder or workpaper.

  2. Ask your manager or system administrator to confirm your permissions and licenses.

  3. If needed, ask them to update your access rights or license.

Note: If an Excel workpaper prompts you to sign in with your email and password, this is usually a license check. Sign in with your usual work credentials to confirm your license and open the file.

Lag and performance issues

You may see delays or lag, especially in Excel workpapers.

  1. Test your internet speed or move to a more stable network connection.

  2. Close unused applications on your computer.

  3. Restart your computer.

  4. If lag continues, contact IT support so they can review your system and network.

General synchronization errors

If you see general synchronization errors, try these steps.

  1. Check your internet connection.

  2. Confirm your CCH Engagement settings are correct, or ask IT support to confirm them.

  3. Make sure you have the latest version of CCH Engagement installed.

  4. Restart CCH Engagement.

  5. If the problem continues, take a screenshot of the error and contact IT support.

"Synchronization process has been cancelled" error when logging in

If you see a "synchronization process has been cancelled" error when you try to log into CCH Engagement, follow these steps.

  1. Close CCH Engagement.

  2. Restart your computer.

  3. Make sure you are connected to the VPN, if your firm requires VPN for CCH Engagement.

  4. Check that you are using the most recent version of CCH Engagement.

  5. If these steps do not fix the issue, contact IT support.

Version compatibility issues

Version compatibility means that everyone is using a version of the software that works with the other versions. Version compatibility is important for synchronization to work.

Make sure all team members use the same version of CCH ProSystem fx Engagement, for example version 2022.4.1. Different versions can cause synchronization failures and workpaper issues.

How to fix version compatibility issues

  1. Uninstall your current version of CCH Engagement.

  2. Install the latest version of CCH ProSystem fx Engagement Workpaper Management from your firm’s approved source.

  3. Delete local files in the File Room only if IT support tells you to do so.

  4. Restart your computer.

  5. If problems continue, contact CCH support or IT support to reset your user profile by using the Profile Manager tool.

Best practices for successful synchronization

  1. Install CCH Engagement software updates as soon as your firm approves them.

  2. Confirm that all team members use compatible software versions.

  3. Write down or capture screenshots of specific error messages before you contact IT support.

  4. Use a stable internet connection during synchronization, including a wired Ethernet connection and VPN if your firm uses VPN.

  5. Work with IT support to keep your computer optimized for CCH Engagement.

  6. Make sure you have the latest Microsoft .NET Framework installed, if IT support instructs you to install it.

  7. Ask IT support about using a terminal server or remote desktop as an alternative if you continue to have issues.

Need more help?

If this article did not solve your issue, contact IT support:

  • Text us: (224) 279-6644

  • Email us: support@msllc.zendesk.com

  • In the Help Center, click "Submit a request" in the top right corner of the page

  • In Microsoft Teams, use the Zendesk integration to create a ticket

Related articles

Comments

0 comments

Please sign in to leave a comment.