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Task Descriptions Not Loading

Situation

You open a task's item view or a folder/project info panel and see “Loading...” instead of the description field.

Important

Before troubleshooting, visit our Wrike Status Page to check if there are any ongoing issues or maintenance announcements.

Troubleshooting

A few things may prevent your description from loading:

  • 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.

To verify whether the issue you are experiencing is related to cache or cookies, please try hard-refreshing the page and accessing your Wrike account in a new incognito window.

Hard-refreshing the page

Web browser:

  • Windows: Ctrl + F5
  • Mac: Cmd + Shift + R

Wrike’s Desktop App: 

  • Windows: F5
  • Mac: Cmd + R

Check Private/Incognito mode

Here are the shortcuts for Incognito/Private mode in different browsers:

Windows

  • Chrome: Ctrl+Shift+N
  • Firefox: Ctrl+Shift+P
  • Edge: Ctrl+Shift+N

Mac OS

  • Chrome: Cmd+Shift+N
  • Firefox: Cmd+Shift+P
  • Safari: Cmd+Shift+N

Clear your browser cache

Here you'll find instruction on Clearing Wrike Cache and Cookies.

Check Support Tool

Use our Support tool to check what the “Access to Wrike Transport” shows. Open this link in the browser you used to log in to Wrike: https://www.wrike.com/support-tool. If “Access to Wrike Transport” doesn’t say “Success,” follow these steps to troubleshoot the WebSockets.

Contact Support

If you're still having trouble after following the steps above, please contact our Support team and we’ll be happy to help you. To speed up issue resolution, please provide all the information about the issue you were able to collect, including:

  • The troubleshooting steps you took.
  • Affected users: Is it just you or are your teammates also affected?
  • The scope of the issue: Does it happen with only one or multiple tasks/folders/projects?
  • Additional diagnostic information: Use our Support tool to gather them. 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 recording showing the issue with the Network tab details, preferably in Chrome or Firefox. See instructions on how to do that below.

Get the Network tab recording

Record_Video.png
  1. Start recording a video. You can use any screen capture tool.
  2. Open your browser in a new incognito window.
  3. Open the Console. On Windows press Ctrl+Shift+J, on Mac — Cmd+Opt+J.
  4. Switch to the Network tab.
  5. Select Fetch/XHR. Usually, it is selected by default.
  6. Perform the actions that trigger the issue.
  7. Wait for the page to load and stop the recording.
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