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Document Editor

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    Stephen

    Hi Michelle, welcome to the Community! 🙌

    This doesn't sound right! Can you please try the below reinstall?

    1. Uninstall Wrike Document editor from your computer
    2. Download and install Wrike Doc Editor's latest version from, "Apps & Integrations" tab

    There are no known issues I'm aware of so if the above doesn't help, or you've tried it already, pop back here and let me know. I'll raise a ticket to our Support Team to help you 🙂

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    Matt Andrews

    Same issue, uninstalled and reinstalled from the Apps section multiple times. Not working.

     

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    Stephanie Westbrook

    Hi Matt! I'm creating a ticket for you know, thank you for letting us know that you've already tried uninstalling and reinstalling. You'll be hearing from someone soon. 

    Stephanie Westbrook Community Team at Wrike 🌎Discover... Wrike Discover and become a Wrike expert. Click here to get started

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    Mike Boysen

    Has happened to me now for months, mostly on my Windows machine

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    Stephen

    Hi Mike, I've raised a ticket for you too.

    For now, it might be worth doing a reinstall:

    1. Uninstall the Document Editor;
    2. Find and delete the WrikeDocumentEditor Folder.
    3. Install the Document Editor again: https://www.wrike.com/frontend/apps/index.html#/apps/documenteditor 

    If this doesn't work try turning off antivirus/extensions temporarily and testing if it works then as these sometimes can have an effect on this feature.

    Support will be in touch soon by email. Thanks for posting here 👍

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    Stephen Gracey

    I'm experiencing this all of a sudden today. Tech support says it's related to my network security, but it was working one moment, and then the next it wasn't. Has anyone resolved this issue, or is it indeed, that somebody suddenly updated the white list, so that "doceditor.wrike.com" was blocked?

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    Stephen Gracey

    Please post here what finally solved your problem.

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    Mike Boysen

    I've been having no problem for months now. I believe I had to uninstall and reinstall the doc editor and also the Wrike App and reinstall both at some point. It's been fine since.

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    Lisa

    @Stephen Hey, thanks for reaching out and sorry for the inconvenience. I can see that our Support has suggested steps for troubleshooting the issue. Please get back to the Support agent or to me here if anything's unclear! 

    Lisa Community Team at Wrike 🌎Discover... Wrike Discover and become a Wrike expert. Click here to get started

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    Stephen Gracey

    (Edited )

    The fix to my particular issue is below, with explanation.

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    Lisa

    @Stephen Hey, I can see that the issue with the Document Editor is now resolved 🙂 Please feel free to reply to our Support team’s email in your own time if you have any questions.

    @All, Document Editor issues are often related to your own internal security settings, so if you’re experiencing any issues, please feel free to post here and we’ll be more than happy to raise a ticket with our Support team to troubleshoot 👍

    Lisa Community Team at Wrike 🌎Discover... Wrike Discover and become a Wrike expert. Click here to get started

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    Stephen Gracey

    (Edited )

    Yes, but saying that the issue is because of "security settings," especially when the user isn't a network administrator or security engineer, doesn't mean very much. It's all one big black box to us.

    In my case, the fix has to do with browser proxy settings, although why it suddenly stopped working in the blink of an eye is still unknown. Because my organization has many locations, we use an automated configuration script to set local proxies, something like "http://surf.domain.name/proxy", and that needs to be altered in this way.

    So here are the instructions I've written to my peers:

    In order to use the Wrike Document Editor, we have to make a change to our internet options, namely the "proxy" configuration, to let the web browser find the add-in. It requires no special administrative access, and is straightforward, if you know where you're going.
     
    For Windows 10: 
    1. Click the Windows "magnifying glass" search icon in the bottom left of the task bar, and type "proxy."
    2. Choose the search result that says, "Change manual server proxy settings." You get a window called "Automatic proxy setup."
    3. Leave the "Use setup script" turned on, but beneath that is the "Manual proxy setup."
    4. Turn on the "Use a proxy server" switch.
    5. Enter <your own proxy address and port number>.
    6. (The essential step) Add "doceditor.wrike.com" in the box that says "Use the proxy server except for the addresses...etc."
    7. Click "Save."

    We also have Mac computers, but I haven't had a chance to sit down with one of them to work out how to do the same thing with Mac OS. When I do, I'll augment the instructions.

    Background:

    The assumption in troubleshooting seemed to be that there was a network blockage of some kind, but this problem occurred quite suddenly out of the blue, when nothing had changed anywhere in the system. Network administrators don't/shouldn't make sweeping changes to firewalls and such during business hours, so that seemed unlikely to me. (On the other hand, things working one day and then not working the next day because of some overnight deployment happens with disturbing frequency.) We pinged "doceditor.wrike.com"* and that was fine, so there was no network blockage.

    We did all sorts of uninstalls, re-installs, reboots, sent error logs and other diagnostics in, all to no avail. Eventually, the engineers decided that the issue was that my browser(s) couldn't find the add-in, as the error said, and so it kept wanting to re-install it. Why my browser should be able to find the document editor in one second, and then not be able to find it in the next, is still unknown to me, and if anyone can discover the reason, it would be good to make that information widely available, as well.

    I would suggest finding some way to add into the Wrike code some automated checking to be able to be able to produce an error message that is more helpful than that the add-in can't be found.

    Note to tech support:

    Please add to your troubleshooting scripts whatever steps the engineers used to determine this particular problem. It seems like this situation might arise regularly in large organizations, and when the fix is so simple--if not so straightforward to find--it could be tried in the normal course of support calls/chats.

    Note, this change also fixed the Wrike for Office Documents plug-in.

    * Instructions for "pinging" an address to ensure that your computer has access to it:

    For Windows 10: 
    1. Click the Windows "magnifying glass" search icon in the bottom left of the task bar, and type "command." Select the "Command Prompt" result.
    2. Type in: "ping doceditor.wrike.com" and hit "Enter."
    3. EITHER you will see a series of "pings" that give you the number of seconds the address takes to respond OR it will time out. If you get the responses, the way to "doceditor.wrike.com" is clear, but if it times out, then there is some block on its network path.
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    Lisa

    @Stephen Thanks a lot for your feedback, we've passed it to our Support Team and they'll work on improving their troubleshooting processes 👍

    Lisa Community Team at Wrike 🌎Discover... Wrike Discover and become a Wrike expert. Click here to get started

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    Kwan Hong

    Similar problem for me. Wrike continues to think I have not yet installed the editor. I've uninstalled the editor and reinstalled the most recent version of the editor. I've included a proxy bypass in settings for doceditor.wrike.com and disabled my antiviral. Per Stephen's recommendation above, I did a network ping for doceditor.wrike.com and all pings were received. Yet, I still cannot get the Wrike editor to open.

    I'm using Safari on a Mac OS 10.15.4. 

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    Hugh

    Hey Kwan Hong, I've just raised a Support ticket for you. Someone should be in contact with you soon 😊

    Hugh Community Team at Wrike 🌎Discover... Wrike Discover and become a Wrike expert. Click here to get started

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