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LEAP Working Offline Errors

  • 7/07/2026
  • Knowledge

How To
 
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DISCLAIMER: This advice may include, but is not limited to, changes to the Windows Registry, Windows permissions, network settings, and antivirus/firewall settings. These actions should only be performed by an experienced IT support professional.

 

If you cannot sign into your LEAP account due to LEAP Offline Errors,or if LEAP does not load or stalls when logging in, check your internet connection and ensure you are on the latest version of LEAP. You will also need to ensure that the internet connection speed is sufficient for the size of your law firm. In some instances, you may encounter the 'working offline' error if you are running a much older version of LEAP. Check your LEAP version and install the latest update to resolve this error.

If the issue persists, follow these steps:

  1. Restart LEAP Office Express Net Client Service:

    1. Press the Ctrl + Shift + Esc keys to open the Task Manager. (You may need to open Task Manager as Admin.)
    2. Go to the Services tab.
    3. Locate the LEAP Office Express Net Client service - LEAPOfficeXE, and check the status of the service.                         
    4. Right click the LEAP Office Express Net Client service.
    5. If the status is 'Stopped', right click on the service and click Start.
    6. If the status is 'Running', right click on the service and click Restart.
    7. Once complete, ensure the service status is now 'Running'.

    Once the service has started, restart LEAP.

  2. Repair LEAP Installation:

    1. Close LEAP and any Microsoft Office applications including Word, Outlook and Excel.
    2. Download the LEAP Desktop installer.
    3. Run the installer and accept the install prompts. Even if you are on the latest version of LEAP, this will act as a fresh installer which will repair LEAP. Select the Repair option to continue.
    4. Finish the install and log into LEAP.

  3. Restart your device: 

    After completing the LEAP repair process, it's important to restart your device to ensure that all updates and changes are properly implemented. Once your device has restarted, you should be able to log back into LEAP.

  4. If the issue continues, it might be due to environmental factors such as:

    Antivirus and Firewall Configurations:  

    Please Add LEAP to your Antivirus Exceptions list. Antivirus software and firewall solutions have an aggressive approach to protecting your computer. Sometimes they can block harmless files due to the file’s name, size, data or actions. This may result in unexpected issues for you. Have your IT team add the necessary LEAP folders and files to the antivirus and firewall exceptions list.

     

    Region Settings: Verify that your computer's region settings are correctly configured to match your location.

    • Open the Start Menu and click on Settings (the gear icon).
    • Click on Time & Language.
    • Select Region from the left menu.
    • Ensure the Country or region setting is correct.

     

    Windows User Profile: The whoami command shows the user directory Windows is using. If there’s a mismatch between the logged-in user and who Windows thinks is logged in, LEAP may have trouble accessing files. This can cause issues with processes such as building the user data file.

    To check your current user account:

    1. Open Command Prompt (type cmd in the Start Menu and press Enter). This launches the command line screen
    2. Type:
      whoami
    3. Press Enter to display your current username.

    whoami

    FirstNameLastName must match.

    For example:

    Windows + R > cmd > this launches the command line screen > whoami
    C:\Users\FirstNameLastName>whoami
    azuread\FirstNameLastName

    The name after the backslash (\) should match exactly. If it doesn't, the issue may be due to a mismatch between your Windows username and the user profile directory name. In this case, your IT team will need to rename the user profile directory to match your actual username.
    Once your IT team has completed the steps above, restart your device to apply the updates, then run a LEAP repair again and test to see if the issue is resolved. 
     
    Click to edit heading

    DISCLAIMER: This advice may include, but is not limited to, changes to the Windows Registry, Windows permissions, network settings, and antivirus/firewall settings. These actions should only be performed by an experienced IT support professional.

Click to edit heading

Purpose: To resolve any LEAP offline errors

When to use: If you're unable to log in to LEAP and encounter the following error messages:

  • You appear to be working offline. LEAP cannot set the local data folder.
  • You appear to be working offline. LEAP cannot contact the server.
  • You appear to be working offline.
  • LEAP server is not currently reachable, and you cannot work in offline mode because LEAP has exceeded its 30 days offline time limit.
  • LEAP was unable to connect to the server. Please ensure that the LEAP Office Express Net Client service is running and then restart LEAP.
  • LEAP cannot rebuild your data. Please Log a support call online.
  • Staff card not loading error when logging in to LEAP.
  • Only trusted devices can use offline mode.
  • You are connecting to LEAP for the first time. Please make sure that you are connected to the Internet.
Last Modified Date
7/07/2026 11:43 am
Title
LEAP Working Offline Errors
URL Name
LEAP-Working-Offline-Errors-NZ

Resolution
Installing & Setting UpTroubleshootingFAQ
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LEAP Working Offline Errors