Troubleshooting Wave and Help Resources
Issues in Wave have four common root causes: configuration, user rights, network and infrastructure. The following explains ways to troubleshoot.
| Issue | Probable Cause(s) | What to Do |
|---|---|---|
|
You can reach the About page in Wave, but Wave is slow to load or unresponsive |
Configuration elements are faulty, such as user permissions |
Contact your Wave administrator |
|
You can reach the About page in Wave, but you receive an error message (e.g., Subscribe failed: Error: Forbidden) |
Configuration elements are faulty, such as user permissions or there is an issue with your IT or IP whitelisting |
Contact your Wave administrator |
| You cannot reach the About page in Wave | There is an issue with your IT or IP whitelisting | Contact Wave Support or your IT department |
| You receive a network error on the About page in Wave | There is an issue with your IT or IP whitelisting | Contact Wave Support or your IT department |
| In Chrome, you see Error 502 when connecting to Wave | One or more components of Wave are down | Contact Wave Support |
| Calculations in Wave are not working | One or more components of Wave are down | Contact Wave Support |
| Search in Wave is not working | One or more components of Wave are down | Contact Wave Support |
| You cannot export data from Wave | One or more components of Wave are down | Contact Wave Support |
Still can't find your answer?
Check the Self-Troubleshooting Guide for error codes and messages, and review the additional help resources listed below. Also, don't forget to check the Help & guides (or similarly titled) section of your dashboard for information specific to your company's configuration of Wave.
Wave access rights or overall use of features
Please contact your company Wave administrator or super user. Example questions:
-
I would like to request a new Wave user account
-
How does my Dashboard work?
-
How do I find my initiatives?
-
My initiative appears locked…why can’t I edit it?
-
How does this report work? How do I interpret the results?
-
I need to be trained on Wave
IP address, internet access, PC configuration, or other IT questions
Please contact your company's IT support team. Example requests:
-
Checking/improving the bandwidth of your internet connection
-
Upgrading your PC
-
Enabling Excel macros
-
Installing or using Google Chrome or IE browser