Scenario Description Error Message? Steps to resolve
Create and Open icons are present but not working, e.g. no response upon clicking No
  1. Enable Macros(PDF , 431KB)
  2. Repair MS Office(PDF , 757KB)
Tool not working properly with no error message No
Create and Open icons are present but not working, e.g. no response upon clicking Yes (MS Office Document Customisation message is displayed)
  1. Repair Primary Interop Assemblies(PDF , 773KB)
  2. Repair Visual Studio for Office Runtime(PDF , 716KB)
  3. Repair MS Office (PDF , 757KB)
Tool not working properly with no error message Yes (MS Office Document Customisation message is displayed)
Create and Open icons are NOT present No
  1. Run Visual basic for Applications from my computer
  2. Enable Macros(PDF , 431KB)
Create and Open icons are NOT present Yes (MS Office Document Customisation message is displayed)
  1. Run Visual basic for Applications from my computer
  2. Enable Macros(PDF , 431KB)
  3. Repair Primary Interop Assemblies(PDF , 773KB)
  4. Repair Visual Studio for Office Runtime(PDF , 716KB)
  5. Repair MS Office (PDF , 757KB)
.Net Framework installed but prompted with error message Yes (.Net Framework not installed message is displayed)
  1. Repair or update .Net Framework(GIF, 23KB)
  2. Reinstall the preparation tool
User opens the tool for MS Office 2010-32bit Yes (Error message with GEN-02 header and says "Please contact technical support")
  1. Fill in Technical issue report form (and indicate version of preparation tool being used) - Report issue to ACRA
  2. Download the latest version of the preparation tool
User tries to open the preparation tool, but finds that his last saved Excel file is opened N.A.
  1. Change the file extensions(PDF , 767KB)
  2. Repair MS Office(PDF , 757KB)
User faces an exception or an abrupt error message Yes (Error message with GEN-02 header and says "Please contact technical support")
  1. Save and close your work
  2. Try to reopen the tool to replicate the error
  3. Fill in Technical issue report form - Report issue to ACRA
Any function which is ending abruptly or closing MS Excel No
  1. Reopen saved file to replicate the issue
  2. Refer to user manual on the use of the function
  3. Fill in Technical issue report form - Report issue to ACRA
Fix for “The Bizfinx preparation tool already running” error
 Yes ("The Bizfinx preparation tool is already running. Please save and close the existing file and try again")
  1. Check if Bizfinx preparation tool is already running. Each time, you can only have one set of templates opened by the preparation tool.
  2. To make sure, you can go to Task Manager> Processes and kill all EXCEL.EXE processes. Reopen the preparation tool to check if the issue is resolved. If the problem remains, proceed to Step 3.
  3. Check if you have full access (Read, Write and Execute) to the C drive> ACRA Preparation tool folder. To check this, create a new text document inside the above folder and then delete the same file. If you are unable to perform this action, it means that you do not have full access to the folder. Please contact your IT personnel to allow you to have full access to the folder.
  4. Once full access is granted, repeat Step 3 to make sure you have full access to the folder. Reopen the preparation tool to check if the issue is resolved.
Microsoft® Office® customisation error  Yes ("Installing Office customization" - There was an error during installation")
  1. To resolve this error, please try to repair Visual Studio® for Office runtime. Instructions can be found here.
  2. If Step 1 does not work, please try to apply fix for adding/removing customisation. Instructions can be found here.
  3. If the issue remains unresolved, please contact ACRA Helpdesk and provide the Technical Issue Report form.
 
Gen-02 error for ‘MouseKeyboardActivityMonitor’
Yes (Error message with GEN-02 header and says "Please contact technical support", and the details indicate "Could not load file or assembly "MouseKeyboardActivityMonitor") This error shows up when the BizFinx preparation tool fails to detect the version of your MS Excel during installation. The version detection allows the prep tool to install the correct files onto your computer.  To resolve this error, please run the Microsoft® Office® patch file which can be downloaded from here
Fix for GEN-02 Error while filling up the Scoping Questions Yes (Error message with GEN-02 header and says "Please contact technical support")
  1. Open Microsoft® Excel® application.
  2. Go to Office Button to the top left and click on Excel Options.
  3. Go to the Popular option and select the check box for "Show Developer tab in the ribbon"
  4. Click Ok. On your Excel workbook you will see the "Developer" tab on the menu ribbon beside the "View" tab.
  5. Click on the Developer tab and select "Expansion packs".  You will see a small window with the header as "XML Expansion packs".
  6. Under the Available XML expansion packs, you will have options "Microsoft Actions Pane" and "Microsoft Actions Pane 3".
  7. Select "Microsoft Actions Pane 3", click on "Attach" and then click on "Ok".
  8. If the above steps do not resolve the issue, repeat Steps 1-6. And in Step 7, select "Microsoft Actions Pane", click on "Attach" and then click on "Ok".
  9. If the above does not work, do the following:
    Go to Control panel > Add/remove programs>Right click on MS Office (MS office as per installed)> Choose Add Remove options-> Click on 1. Office shared featuresand 2. Office tools. Mark these two options as Run from my computer.

The screenshots for the above steps are provided here for your reference.

If the issue remains unresolved, please contact ACRA Helpdesk and provide the Technical Issue Report form.

Did you find this page useful?
back to top