Issues With Uploading/Downloading Attachments

This page is for all Wrike users who experience issues with attaching or downloading files to and from Wrike.

• Situation
• Cause
• Possible Solutions
• Contact Support

Situation

You attempt to upload (download) an attachment to (from) Wrike, but the process doesn’t start. Here are several possible causes and solutions.

Cause

A few things may cause issues with attachments:

• Internet connection: Make sure you are connected to the Internet and that you can open other websites.
• Browser: We support the two latest versions of most popular browsers. Make sure you are using one of them.
• Network: If your corporate network uses a proxy, firewall, VPN, or an antivirus program, it may be blocking Wrike resources. Check with your IT team to see if this is the case, or try accessing Wrike using another network.

Before you troubleshoot, check our Wrike Status Page to see if there are any ongoing issues or maintenance announcements. If there are no problems reported, follow the steps below to resolve your issue.

Possible Solutions

• Check to see if your network is working properly: Connect to another network (different Wi-Fi, your home network, a cellular network, etc.), and log in to Wrike, to see if the issue is solved. If it is, it means something isn’t right with your original network. Reach out to your IT department, explain the issue, and ask them to whitelist Wrike.

Contact Support

If the above steps don't help, please contact Support and include the following details:

• Troubleshooting steps you took.
• Data from our Support tool. Open this link in the browser you used to log in to Wrike: https://www.wrike.com/support-tool. Wait until the page is fully loaded and copy the results into the Support ticket.
• A screenshot showing the issue and JavaScript Console, preferably in Chrome or Firefox.
  
  • Here is how to do that in Chrome:
    
    1. Open the Console: (Windows) Press Control + Shift + J or (Mac) Cmd + Option + J.
    2. Click the “Default levels” and deselect “Info” so that only “Errors” and “Warnings” are shown.
    3. Start uploading/downloading the attachment and take a screenshot of the full screen.
  • Here’s how to do that in Firefox:
    
    1. Open the Console: (Windows) Press Ctrl + Shift + K or (Mac) Cmd + Option + K.
    2. Click the filter icon and deselect the options so that only “Errors” and “Warnings” show up.
    3. Start uploading/downloading the attachment and take a screenshot of the full screen.
       

• Take a video illustrating the problem with the “Network” tab open in Chrome or /Firefox:

  1. Start recording a video. (You can use any screen-grab tool.)
  2. Open a browser.
  3. Open “Console” and switch to the “Network” tab.
  4. Refresh your page, start downloading/uploading the attachment, wait for the full page to load, and stop the recording.