PDFs not opening fully

Hello. 

I’m not sure why this is happening, but on occasion PDFs do not load fully in Wrike (some aspects of the PDF do not appear). When this happens you have to open the PDF in a new tab. This makes it difficult to make comments directly on the PDF since I cannot see the entire PDF unless I open it in a new tab. 

This is only happening selectively. Some PDFs I can open and see the whole document while others only open with some of the document showing up. I'm currently using google Chrome. 

0
Комментариев: 15
Spot On Innovative Approach Stellar Advice
Avatar
Anastasia

Hi Lindsey, thank you for reaching out! It sounds like this may be either network or browser related. I know these aren't fun questions to answer but they'll really help us figure out what's going on. Can you try checking these three things:
  1. Does this behavior persist in other browsers and in the incognito mode of Chrome? To open incognito, you can use the Ctrl+Shift+N keyboard combination.
  2. Do the files load in the same way when using different network connections (e.g. office, home, mobile)?
  3. Please make sure that your Chrome browser is updated. You can check this by pasting chrome://help/ into the address bar.
Let me know how this goes! We can take next steps to figure out what's going on after this.
0
Spot On Innovative Approach Stellar Advice

1) In other browsers, the PDFs won't open at all. The PDF still did not open fully in the incognito mode. 

2) The files do load the same way using a different network.

3) My chrome browser is up to date. 

0
Spot On Innovative Approach Stellar Advice
Avatar
Anastasia

Lindsey, thank you for checking that! We'll need to take a look at a few more things to get to the bottom of this. I've opened up a support ticket on your behalf to continue troubleshooting this via email, will be looking forward to hearing from you there. Thank you for your patience on this!

0
Spot On Innovative Approach Stellar Advice
0
Spot On Innovative Approach Stellar Advice

I also have experienced this problem. Today is the first time it has happened, but like Lindsey, it works when opened in a new tab. I am using Chrome. 

0
Spot On Innovative Approach Stellar Advice
Avatar
Stephanie Westbrook

Hi @Jacob, thanks for reaching out about this. I've opened a support ticket on your behalf and someone will be reaching out shortly to help troubleshoot. 

0
Spot On Innovative Approach Stellar Advice

Awesome. Thanks! 

0
Spot On Innovative Approach Stellar Advice

This has been an ongoing problem for me.  I have had to email PDFs because nobody can open them.  It's frustrating to have to open a new tab or a go to incognito.  And collaborators from outside of the company are frustrated as well.  This is a bug that should be worked out.

0
Spot On Innovative Approach Stellar Advice
Avatar
Stephanie Westbrook

Hi Becky, thanks for reaching out. I definitely understand the inconvenience and saw that you've previously opened up a Support ticket about PDFs. We want to help get this figured out. I just opened a ticket on your behalf and let the team know about the situation. They'll need some information from you to find out what's going on, but will work with you to find a solution. You should be hearing from someone soon. 

0
Spot On Innovative Approach Stellar Advice

Just an FYI, this happens to me too. It also happens when I open it in a new tab. I am using Firefox.

0
Spot On Innovative Approach Stellar Advice
Avatar
Anastasia

Hi Robin, thanks for reaching out here!  I'm sorry to hear about that experience, and thanks for sharing those details. I'm opening up a Support ticket for your right now so our Support team could help troubleshoot this further - please check your email inbox for a letter from the team. :)

0
Spot On Innovative Approach Stellar Advice

Hello, 

This is happening again to me. I'm not sure if it has somehting to do with the latest update. 

0
Spot On Innovative Approach Stellar Advice
Avatar
Anastasia

Hi Lindsey, thank you for letting me know, and I'm sorry to hear about that. I'm opening another Support ticket so we could look into this, since we haven't heard about similar cases recently. Once again, thank you for giving a heads up about it!

0
Spot On Innovative Approach Stellar Advice

Was this PDF situation fixed? We are having a similar issue- My team member is unable to review PDFs remotely off of our work network on Wrike. Other team members do not have this issue reviewing PDFs remotely off-network. Is there a support phone number we can call for assistance?   

0
Spot On Innovative Approach Stellar Advice
Avatar
Stephen

Hi Jake, I've raised a ticket for our Support Team to take a look at this for you. You'll receive a confirmation email soon 👍

For anyone else wondering how to contact us here's the contact form to do this, alternatively you can post here and we'll be happy to discuss.

0

Folllowing List for Post: PDFs not opening fully
[this list is visible for admins and agents only]

Вверх
Didn’t find what you were looking for? Write new post