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SmartView error: “Active sheet could not be determined”

We are told that when some users try to connect to our Planning application (v. 11.1.2.4) via SmartView (v. 21.100) they receive the message "Active sheet could not be determined"

From my PC I can connect without problems both from Workspace and from SmartView

Do you have any idea what may be causing the problem?

Many thanks and best regards.

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