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Edit attachment feature no longer works

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    Anastasia

    Hi Phoebe, thank you for getting in touch! First of all, I'm sorry to hear about this experience, and thank you for letting us know about it. There haven't been any reports about Document Editor behaving like this, so I'm opening up a Support ticket on your behalf.The Support Team will help out with troubleshooting via email, so this could be sorted out as soon as possible. I also wanted to quickly mention that I've moved this post over to the "How To" section on the Community, which is the perfect place for questions. Thanks for your patience on this!

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    Aaron Stevenson

    My team also encountered the same issue recently: clicking the pencil icon to edit an attachment simply failed with no error message. It turned out that Wrike had pushed a new version of the attachment editing plugin and was secretly blocking us from using the version we had.

    Here are the instructions I sent to my users:

    1. Right-click any file attachment and select "Edit".
    2. A dialog box appears stating, "Your Online Editor is not up to date. Download the new version, which contains important security improvements and new features!"
    3. Click "Download now"
    4. After the file has downloaded, open it and follow the prompts to install the new version of the plugin.
    5. Close the browser and reopen it.

    Anastasia, you should really look into making this prompt appear when we click the pencil button too.

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    Anastasia

    Aaron, thank you for taking the time to share these instructions! I'm checking in with our team about this behavior, thank you for pointing it out and explaining the process, this is really helpful.

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    Robin Salet

    I am experiencing the same problem.  I am able to download an excel file, but am not able to edit it.

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    Juli Bergerud

    We've had this problem. We're all on Windows 10, using Office 2010 for Word and Excel.

    Several users, when trying to edit a Word .docx, received the prompt to redownload the Document Editor, which didn't in fact solve the problem (yes, we closed and relaunched Chrome).

    Our IT department discovered that Control Panel>Programs and Features revealed two installations of Wrike Document Editor.  First, we removed the two instance of Wrike Document Editor under Programs and Features, and then went back to Wrike to reconfigure as normal.  That problem was solved.

    Lately I've seen this problem with Excel, so I'm going to go around and see if those users have a similar issue with double installations.

    Also, it appears that Office 97-2003 Excel files worked better than Office 2010, although I will have to test that out further in order to be able to describe what happens (not consistent, so far).

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    Anastasia

    Hi @Juli, thank you for reaching out here! I'm sorry to hear about that, please let me know if this issue persists for other users so we could send this over to our technical team. In regards to Office 97-2003 - the supported versions for Windows start from MS Office 2007 and higher, so these should be working correctly. Could you please elaborate on the issues you've been experiencing with the Office 2010 files? I'll be happy to investigate this further.

    @Robin, thank you for reaching out here, and sorry about the delayed reply! I've opened up a Support ticket so we could get to the bottom of this as soon as possible.

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    Jose Porras

    (Editado )

    Would you mind to reach out to me instead of Robin? I am still experiencing the same issue. Thanks!

    When I click on the pencil, I does not do anything.

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    Anastasia

    @Jose, thanks for getting in touch! I've just created a Support ticket on your behalf, our Support team will reach out via email to help right now. :)

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    Juli Bergerud

    @Anastasia, Lately we've had no problems. I'm more inclined to blame our particular problems on permissions within our company's system, but will continue to monitor. Thanks for responding!

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    Anastasia

    @Juli, thanks for letting me know! I'll be happy to help if anything comes up again, feel free to drop me a line here. :)

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    Mauricio Giron

    Hello, I´m using a office 365 subscription and wrike desktop app (windows version 0.6.0)  the  edit attachment feature doesn´t work either desktop app or Chrome browser, any suggested trouble shooting, I have tried reinstalling the editor and problem still remains.. thanks

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    Stephen

    Hi Mauricio, thanks for posting here. Can you first check if the document type you're trying to edit is supported please? If so, and the issue is persisting, let me know here and I'll raise a ticket to our Support Team and they can troubleshoot with you. Thank you 👍

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    Suzanne Hyde

    Thank you Aaron that was very helpful 

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