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Wave Success Center by McKinsey

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

Content and program governance

Please contact your Workstream Lead or company Wave administrator. Example questions:

  • What type of information am I expected to enter into Wave fields?

  • How should I calculate the savings value for my initiatives?

  • When am I expected to make updates to my initiatives?