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Wave Success Center by McKinsey

Self-troubleshoot Errors

This guide of common Wave errors can help you to self-troubleshoot or communicate more clearly with your support team when resolving an issue in Wave.

Click on the error code, message, or problem you are experiencing to learn more about why and how to resolve the issue. Alternatively, you can view common errors by when you would experience them: at password creation, during login, while Wave is loading, or while using Wave

Error Code
Error Message or Problem

Password Creation

Error message or number Reason for error Actions

Invalid CSRF token

 

Cookies are not allowed on your browser and we cannot store our login cookie. This cookie is required to complete the login process.

You need to allow cookies. 

  • Chrome: Open chrome://setting/content/cookies and activate Allow sites to save and read cookie data (recommended)
  • Internet Explorer: Open Internet options > Privacy > Advanced, then activate First-party cookies. Be sure to Accept changes and select Always allow session cookies.

Reach out to Wave support if cookies are authorized in your browser and the problem persists.

Error W000

 

This is a technical error that that requires further investigation.

Try logging into Wave again, then reach out to Wave support if the problem persists.

Your connection is not private

 

 

 

In Chrome, the URL for your password creation link is incorrect.

Check the URL in the welcome email or password reset email you received from Wave [no-reply]. If you copy and paste the URL from your email, ensure that the link has been copied in its entirety. You may also click on the link in the email to automatically open it in your browser.

If that does not work, request a new link to recreate your password by clicking on Forget username or password? below the login.

Reach out to Wave support if you try the above steps and the problem persists.

There is a problem with this website's security certificate In Internet Explorer, the URL for your password creation link is incorrect.

Check the URL in the welcome email or password reset email you received from Wave [no-reply]. If you copy and paste the URL from your email, ensure that the link has been copied in its entirety. You may also click on the link in the email to automatically open it in your browser.

If that does not work, request a new link to create your password by clicking on Forget username or password? below the login.

Reach out to Wave support if you try the above steps and the problem persists

Internet Explorer: Unauthorized

1. Cookies are not allowed on your browser and we cannot store our login cookie. This cookie is required to complete the login process.

-or-

2. IE11 is blocking access to Wave because the auth0 URL is not trusted.

1. You need to allow cookies. 

  • Chrome: Open chrome://setting/content/cookies and activate Allow sites to save and read cookie data (recommended)
  • Internet Explorer: Open Internet options > Privacy > Advanced, then activate First-party cookies. Be sure to Accept changes and select Always allow session cookies.

Reach out to Wave support if cookies are authorized in your browser and the problems persists.

-or-

2. If allowed by your company, use Chrome browser. 

If you need to use IE11, please refer to these instructions.

If you continue to have problems with IE11 or if you experience the same issue with Chrome, reach out to Wave support.

Internet Explorer: Blue screen IE11 blocks access to Wave.

If allowed by your company, use Chrome browser.

If you need to use IE11, please refer to these instructions.

If you continue to have problems with IE11 or if you experience the same issue with Chrome, reach out to Wave support.

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During Login

Error message or number Reason for error Actions
Internet Explorer: Blue screen IE11 blocks access to Wave.

If allowed by your company, use Chrome browser. 

If you need to use IE11, please refer to these instructions.

If you continue to have problems with IE11 or if you experience the same issue with Chrome, reach out to Wave support.

Chrome: This site can't be reached There is an Internet connection issue or you are trying to log into Wave from a location which is not allowed. 

Check your internet connection and verify that you can access websites other than Wave.

Reach out to your Wave Super User to add your location or identify allowed locations.

Internet Explorer: Blank page (after waiting 15 seconds or more) There is an Internet connection issue or you are trying to log into Wave from a location which is not allowed. 

Check your internet connection and verify that you can access websites other than Wave.

Reach out to your Wave Super User to add your location or identify allowed locations.

Error W124

Your Wave account has not yet been created or has been created with an incorrect email address.

 

Reach out to your Wave Super User to create your Wave account or update your email address.
Error W130 You need to use your company credentials to log in. Log in by clicking on the top "Login with my company credentials" button. This button may also reference your company name, e.g., "Login with ABC Corporation," or there may be multiple buttons, depending on your configuration. 

Error W299

There is an Internet connection issue or you are trying to log into Wave from a location which is not allowed. 

Check your internet connection and verify that you can access websites other than Wave.

Reach out to your Wave Super User to add your location or identify allowed locations.

Wrong username or password You have entered an invalid username or password. You could also be using an incorrect URL.

Log in again, in case you have entered an incorrect password.

Check the URL in the welcome email you received from Wave [no-reply]. If you copy and paste the URL from your email, ensure that the link has been copied in its entirety. You may also click on the link in the email to automatically open it in your browser.

Check your username from the welcome email. Your username for Wave is your corporate email.

If you are sure you have the right URL and username, request a new link to recreate your password by clicking on Forget username or password? below the login.

Reach out to Wave support if you try the above steps and the problem persists.

Error W110 Your Wave account has been automatically blocked due to inactivity. You cannot log into Wave anymore.

Reach out to your Wave Super User to reactivate your account. 

Error W301, W305

The one-time link sent by email has expired.

Trying logging in again. This will trigger the sending of a new email with a new one-time link. Once you receive the email, click on the link and log in. This link will be valid for 2 hours.

Error W302 The one-time link sent by email has expired or you are using a link in a different browser than the one you used to enter your username and password.

Trying logging in again. This will trigger the sending of a new email with a new one-time link. Once you receive the email, click on the link and log in. This link will be valid for 2 hours.

If you open the link in a different browser from the one where you initiated your login, try to open the link in original browser. For example, if you initiated your Wave session in Chrome, you will need to open the one-time link in Chrome.

Error W304 The one-time link is not valid; it is missing characters or has been changed by your email system (e.g. spam scanner).

Carefully copy and paste the URL from your email, mindful that the link has been copied in its entirety. You may also click on the link in the email to automatically open it in your browser. Ensure that the browser is the same browser you used to enter your username and password. For example, if you initiated your Wave session in Chrome, you will need to open the one-time link in Chrome. Keep in mind that the one-time link will be valid for 2 hours.

Reach out to Wave support if the problem persists.

Error W306

The login cookie cannot be located in your browser because you opened the one-time link in a different browser than the browser you used to enter your username and password. 

This error also appears if you are using Incognito browsing (Chrome) or InPrivate Browsing (Internet Explorer)

Carefully copy and paste the URL from your email, mindful that the link has been copied in its entirety. You may also click on the link in the email to automatically open it in your browser. Ensure that the browser is the same browser you used to enter your username and password. For example, if you initiated your Wave session in Chrome, you will need to open the one-time link in Chrome. Keep in mind that the one-time link will be valid for 2 hours.

Reach out to Wave support if the problem persists.

Error W307 You are using a one-time link that is not the most recent link.

When you try to log in using a link that is not the most recent, an email will be automatically sent to you with a new one-time link. Once you receive the email, try logging in again from the new link. This link will be valid for 2 hours

Error W308 You are using a one-time link that has already been used.

When you try to log in using a link that has already been used, an email will be automatically sent to you with a new one-time link. Once you receive the email, try logging in again from the new link. This link will be valid for 2 hours

Error W403 Your Wave account is blocked and you cannot access Wave anymore.

Reach out to your Wave Super User to reactivate your account. 

Error W429 Your Wave account has been automatically blocked for your location due to too many failed attempts to log in during a short amount of time. You cannot access Wave anymore.

You will receive an email with a link to unblock your account. Please click on the link and follow the prompts. 

Reach out to Wave support if the problem persists.

Error 501 Browser storage is disabled on your browser and the login cookie cannot be stored. This cookie is needed to complete the login process.

You will need to enable browser storage.

  • Chrome: Open chrome://setting/content/cookies and activate Allow sites to save and read cookie data (recommended)
  • Internet Explorer: Open Internet options > Privacy > Advanced > Security, then activate Enable DOM storage

Reach out to Wave support if your browser storage is enabled and the problem persists.

Error W504 Connection to Wave is broken and we cannot reach our servers.

Check that your internet connection is still active on your device and that you can access websites other than Wave.

Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.

If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support or retry from another location or network.

Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue, or if other errors are reported by the test page.

Error W506 Cookies are not allowed on your browser and we cannot store our login cookie. This cookie is required to complete the login process.

You need to allow cookies. 

  • Chrome: Open chrome://setting/content/cookies and activate Allow sites to save and read cookie data (recommended)
  • Internet Explorer: Open Internet options > Privacy > Advanced, then activate First-party cookies. Be sure to Accept changes and select Always allow session cookies.

Reach out to Wave support if cookies are authorized in your browser and the problems persists.

Errors W000, W100, W101, W102, W103, W104, W105, W106, W107, W108, W109, W111, W112, W113, W114, W120, W121, W122, W123, W125, W127, W128, W200, W201, W202, W203, W204, W205, W206, W208, W209, W300, W303, W400, W401, W402, W404, W502, W503, W505 This is a technical error that requires further investigation. Try logging into Wave again, then reach out to Wave support if the problem persists.

Chrome: 500 Internal Server Error


 

This is a technical error that requires further investigation.

Try logging in again, as this issue is generally temporary.

Reach out to Wave support if the problem persists.

Internet Explorer: The website cannot display the page, HTTP 500

This is a technical error that requires further investigation.

Try logging in again, as this issue is generally temporary.

Reach out to Wave support if the problem persists.

Internet Explorer: Unauthorized

1. Cookies are not allowed on your browser and we cannot store our login cookie. This cookie is required to complete the login process.

-or-

2. IE11 is blocking access to Wave because the auth0 URL is not trusted

1. You need to allow cookies. 

  • Chrome: Open chrome://setting/content/cookies and activate Allow sites to save and read cookie data (recommended)
  • Internet Explorer: Open Internet options > Privacy > Advanced, then activate First-party cookies. Be sure to Accept changes and select Always allow session cookies.

Reach out to Wave support if cookies are authorized in your browser and the problems persists.

-or-

2. If allowed by your company, use Chrome browser. 

If you need to use IE11, please refer to these instructions.

If you continue to have problems with IE11 or if you experience the same issue with Chrome, reach out to Wave support.

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When Wave is Loading

Error message or number Reason for error Actions

This seems to be taking longer than expected. You may have a slow connection or be connecting from a location which is not allowed.

 

Your internet bandwidth is too low, your connection to Wave has been lost, or Wave service is temporarily unavailable.

First, try loading Wave again, as this may be a temporary issue.

Check that your internet connection is still active on your device and that you can access websites other than Wave.

Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.

If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support.

Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.

Immediate logout at loading: after entering your username and password and clicking LOGIN, the screen blinks and the login page reloads The information sent by your browser to our Wave servers has been modified by a network device. Our server is not able to authenticate your call.

Reload the page, then try logging in again.

Reach out to Wave support if the problem persists.

There was an error loading <item>

Note: <item> describes what could not be loaded

Your internet bandwidth is too low, your connection to Wave has been lost, or Wave service is temporarily unavailable.

First, try loading Wave again, as this may be a temporary issue.

Check that your internet connection is still active on your device and that you can access websites other than Wave.

Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.

If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support.

Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.

There was a problem connecting to the server. Please check your Internet connection. Your connection to Wave has been lost, Wave service is temporarily unavailable, or our communication protocol is not enabled on your network connection.

Check that your internet connection is still active on your device and that you can access websites other than Wave.

Try reloading Wave, then reach out to Wave support if the problem persists.

Loading data; it may take a few moments - no percent progress shows 

 

This is a technical error that requires further investigation. Try reloading Wave, then reach out to Wave support if the problem persists.

Loading data; it may take a few moments - 66% progress

 

Most likely, your browser has run out of memory, but there may be another reason.

Wait a couple of minutes, as loading can take some time for larger tenants. Loading is also faster with Chrome than with Internet Explorer.

Close your browser tab, open a new browser, and try logging into Wave again.

If the data still does not load, close your browser entirely, open the browser again, and try logging into Wave again.

Go to https://<yourWaveURL>/settings (e.g., https://abccorp.mckinseywave.com/settings) and select Partial caching under Caching mode. Reload Wave.

Reach out to Wave support if none of these actions worked or the problem persists.

It seems that you don't have access to any data, please contact support or your administrator You do not have permission to see any card in Wave. Reach out to your Wave Super User to set up your user permissions.
Errors W1602, W1603, W1604, W1605, W1606, W1607, W1608, W2101, W2102, W2103 Your internet bandwidth is too low, your connection to Wave has been lost, or Wave service is temporarily unavailable.

First, try loading Wave again, as this may be a temporary issue.

Check that your internet connection is still active on your device and that you can access websites other than Wave.

Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.

If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support.

Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.

Error W1612 You do not have permission to see any card in Wave. Reach out to your Wave Super User to set up your user permissions.

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While Using Wave

Error message or number Reason for error Actions

There was an error loading cards for this view

Errors W1329, W1623

The view cannot be drawn because the selected attributes for grouping, coloring, or sorting cannot be visualized in a stacked chart.

Change the attributes used for grouping, coloring, or sorting, or change the measures for the bar or line.

Reach out to Wave support if you believe the view should work and you suspect an application issue.

Export <export name> failed This is a technical error that requires further investigation. Retry the export, then reach out to Wave support if the problem persists.

<Card> could not be updated

Note: <card> can be any configured type of card, e.g. initiative, milestone, action, activity, etc.

This is a technical error that requires further investigation. Reach out to Wave support if the problem persists.

Missing [...]

Note: Details of what is missing will be provided in the error message

Some attributes or impact values are missing in order to move your card to the next stage.

First, check the details of the error message and input missing values as instructed. 

To identify where information is missing, an amber or red border will appear on fields and a red asterisk will be next to the tab name.

Reach out to your Wave Super User if the problems persists or you are unable to provide all missing information.

<Card> could not be created, card missing [...]

Note: <card> can be any configured type of card, e.g. initiative, milestone, action, activity, etc.

The card cannot be created because some required attributes have not been completed.

First, check the details of the error message, input missing values, and try moving to the next stage if that does not happen automatically (i.e., auto-save). 

To identify where information is missing, an amber or red border will appear on fields and a red asterisk will be next to the tab name.

Reach out to your Wave Super User if the problems persists or you are unable to provide all missing information.

Error W1200

The approver group automatically calculated by Wave has no users in it that are able to approve the card.

Reach out to your Wave Super User to resolve this by adding approvers to the group.
Error W1301 The field cannot be calculated because it uses another calculated field that has an error. Reach out to Wave support if the problem persists.

Errors W1316, W1317

Cards are linked together in a loop.

Identify the cards looped together and break the links accordingly.

 

Error W1318 The field cannot be calculated because one of the linked cards is missing some dates. Reach out to Wave support if the problem persists.

Errors W1101, W1102, W1103, W1104, W1105, W1106, W1107, W1108, W1109, W1110, W1111, W1112, W1113, W1114, W1115, W1116, W1117, W1118, W1119, W1120, W1121, W1122, W1123, W1124, W1125, W1126, W1127, W1128, W1129, W1130, W1131, W1132, W1133, W1134, W1135, W1136, W1137, W1138, W1139, W1140, W1141, W1142, W1143, W1144, W1145, W1146, W1147, W1148, W1149, W1150, W1151, W1152, W1153, W1154, W1155, W1156, W1157, W1158, W1159, W1160, W1161, W1162, W1163, W1164, W1165, W1166, W1167, W1168, W1169, W1170, W1171, W1172, W1173, W1174, W1175, W1176, W1177, W1178, W1179, W1180, W1181, W1182, W1183, W1184, W1185, W1186, W1187, W1188, W1189, W1302, W1303, W1304, W1305, W1306, W1307, W1308, W1309, W1310, W1311, W1312, W1313, W1314, W1315, W1319, W1320, W1321, W1322, W1323, W1324, W1325, W1326, W1327, W1328, W1330, W1401, W1402, W1403, W1404, W1405, W1406, W1407, W1408, W1409, W1410, W1411, W1412, W1413, W1414, W1415, W1416, W1417, W1418, W1419, W1420, W1421, W1422, W1423, W1424, W1501, W1502, W1503, W1504, W1505, W1506, W1507, W1613, W1622, W1803, W1804, W1805, W1806, W1807, W2104, W2106, W2107, W2108

This is a technical error that requires further investigation. Reach out to Wave support if the problem persists.
Errors W1190, W1191, W1192, W1193, W1194, W1195, W1196, W1508, W1509 Your import file contains errors. Follow the instructions of the upload pop up to fix the errors in the file.
Errors W1601, W1611 You are experiencing a networking problem.

First, try loading Wave again, as this may be a temporary issue.

Check that your internet connection is still active on your device and that you can access websites other than Wave.

Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.

If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support.

Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.

Error W1609, W1610 Your internet bandwidth is too low or your connect to Wave has been lost.

Check that your internet connection is still active on your device and that you can access websites other than Wave.

Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.

If you find your bandwidth is less than 200 kbits/s or you experience errors on the test page, reach out to your IT support.

Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.

Error W1620 You are trying to access Wave via a link that was copied directly from the address bar in another tab or browser.

Generate a new link for the view by clicking on the share icon  Send_link_icon.png  and use that link instead

Error W1621

Wave cannot copy content to your clipboard.

If you are using Internet Explorer 11+, ensure that IE is a trusted website.

If you are using a different browser, or if this issue persists, please reach out to Wave support.

Error W1801 You are uploading a file whose type is not supported by Wave. Compress your file and upload the archive or store the file on your company file sharing system and add the link to Wave.
Error W1802 You upload a file whose size is too big for Wave. Compress your file and upload the archive or store the file on your company file sharing system and add the link to Wave.
Error W2001 The view cannot be drawn because the selected time range for the "track changes" exceeds three months. Change the start and end dates of the track changes to less than three months apart or use a filter on the last modification date to achieve similar results.
Error W2105 You are trying to generate an export which contains more rows than Excel is able to store (more than 1 million). If you selected multiple snapshots, reduce your selection. 
Chrome: Frequent logout Third-party cookies are blocked by your browser.

You need to allow cookies. Open chrome://setting/content/cookies and activate Allow sites to save and read cookie data (recommended)

Reach out to Wave support if cookies are authorized in your browser and the problem persists.

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