QUESTION   I get an error message when launching/installing the Workplace app. What's up?

ANSWER  A firewall, proxy setting, anti-virus, Internet Explorer plugin, or a .NET download problem may be causing the issue.

Errors during installation or launch usually indicate the Workplace servers cannot be reached, most commonly due to a firewall, proxy settings or anti-virus software restricting the Workplace app from communicating with the Workplace service.

If the issue occurs when attempting to install the Workplace app or the above step does not resolve the issue, try the following:

  • Ensure ports 80, 443 and 4833 are open. Refer to Workplace ports and IP addresses for more information.
  • Disable any proxy settings.
  • Disable anti-virus software temporarily. If this resolves the issue, re-enable the anti-virus software and contact the provider of this software for further assistance.
  • Try an alternative network connection to isolate whether the issue is only occurring on a specific network.
  • The Workplace app for Windows 7.4 requires .NET 4.7.2 or later. If it is not found, the Workplace app will download it and install it automatically. Unstable Internet connections can cause the .NET download to fail, which can then cause errors when trying to install the Workplace app. If you suspect this has happened, download and install .NET 4.7.2 or later and install it manually.

IMPORTANT  The Workplace app relies on the back end of Internet Explorer. On some versions of Windows, it may be necessary to disable SSL 2.0. The Internet Explorer sub-system must be using TLS. Microsoft IE plug-ins may cause issues and should be disabled as part of troubleshooting.

If the issue persists on multiple network locations after performing the checks above, uninstalling and reinstalling the Workplace app may help resolve the issue. Refer to Install or uninstall the Workplace app.

Best Practice

In order to retain your data and avoid having to resync to Workplace after reinstallation, we recommend that you follow these steps for reinstalling the Workplace app:

  1. Shut down the Workplace app. Refer to Start or shut down the Workplace app.
  2. Rename or move your Workplace folder to another location.
  3. Uninstall the Workplace app. Refer to Install or uninstall the Workplace app.
  4. Reinstall the Workplace app.
  5. Use the Project Loader to resync your Workplace data.

For Windows users, if the issue persists after a complete uninstall and reinstall, it may be due to Windows being unable to successfully remove the installation. Please follow these steps:

  1. Download the Windows Installer Cleanup Utility.
  2. In the Fixit box, click Run now.
  3. Run the MicrosoftFixit.ProgramInstallUninstall file and follow the installation instructions.
  4. When prompted, select Detect problems and apply fixes for me (Recommended).
  5. Select Installing or Uninstalling for install or uninstall issues, respectively.
  6. When prompted, select the Workplace app.
  7. Continue to follow the on-screen instructions to remove the Workplace app.
  8. Once removed, download and install the latest version of the Workplace app.