Wrike document editor working at office, not at home

This is the oddest issue I may have ever had.

Last week I was going to edit a Word doc in Wrike and clicked on the "pencil" icon. Instead of opening Word (which it had done for ages, even since I downloaded that add-on), it gave me a message that I had to download the add-on. OK, I thought, maybe it was an update. I downloaded it but nothing changed -- in fact, I kept getting the question about downloading the add-on.

I was going to report it to Wrike but yesterday I was in the office (I had been working from home) and showed the issue to a colleague. Much to my surprise, it worked fine.

So I'm back working from home today and ... the old issue is back. (I have screenshots of the message and my download folder, which shows 4 different uploads of the add-on.) Any idea why this is happening? The only difference I can think of is that the wi-fi is different, but that shouldn't matter ... should it?

Thanks,

Todd

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Cansu Yetisgin

Hi @Todd Leopold, welcome to the Community and thank you for reaching out! I see that our Support agents are in touch with you via email about this issue. Please let me know if I can help you with anything else.

Kristina Young

I'm having this exact same issue, I would love to know what the solution was.

Todd Leopold

@Kristina Young, in the end, nothing worked. A diligent tech person from Wrike tried any number of solutions, but it appears to be something in my home wi-fi that's preventing the Wrike editor from working properly. (I have no problem when I'm at my office using company wi-fi.) In fact, I've noticed that it must be the wi-fi, because I've used my personal desktop on occasion, and the problem still exists there, so it's not the computer.

I have a Netgear setup with DOCSIS 3.1 and Wifi 6, if that makes a difference.

Kristina Young

Thank you for your reply, very strange that it couldn't be resolved, I've heard from other colleagues that they have the same issue when working remote, but when we're in the office it works fine. I'm curious if it has something to do with allowable IPs on our account. They must have to whitelist them and can't possibly whitelist every user's home IP address. I'll chat with our organization Wrike Owner to see if they have any insight. Thanks again! If we resolve it, I'll let you know!

Juan Muttoni

Hi @Kristina Young @Todd Leopold, thank you for sharing your cases with us. In case the issue persists, please let me know and I will reach out to our Support Team so that they can continue investigating.

Thank you!

Thilo Christ

Hello all,
thanks to all who describe and try to solve this problem. I've been struggling for quite some time with using Document Editor in the office without any problems, likewise in WiFi environments at the airport or in a cafe, but not at home. As soon as I use my smartphone as internet hub at home it works fine again, which is a very cumbersome workaround.
So I am sure it has something to do with the restrictions of my WiFi router (FritzBox). If I knew exactly what to unblock in my router's firewall, I might be helped.
Unfortunately, the Wrike diagnistic tool doesn't work in my wifi either, so I can't identify what the problem could be either.
I would be very grateful for any help.
Thanks

Elizaveta Bogdanova

Hi @Thilo Christ, I've just asked our Support team to reach out to you about this 👍 Someone form the team will contact you shortly.

Marc-Alexander Kresse

Hello all,

I have the same issue since 7 months without a solution, I opened a second ticket today. If someone has found a workaround, please just let me know.Btw. I have a Fritbox Cable 6660 at home. And the Problem started with changing to that Fritz-Box, when I remember right.

Best regards,

Marc

Juan Muttoni

Hello Marc-Alexander Kresse, welcome to the Community. I can see that our Support Team is currently assisting you with your case, but please feel free to share with us any updates on this situation.

Please, feel free to check our New to Community forum to discover all the resources you can find in our Community.

Gary Williams

I'm having precisely the same issue. Wrike DocEditor will not work on my home wi-fi network but works fine when I switch to my mobile hotspot. Has anyone found a solution yet?

Rohan V

Hi @Gary Williams 👋 I noticed that you have previously contacted our Support Team regarding the same issue. The recommendation at that time was to get in touch with your network provider. Please let me know if you would like me to raise another support ticket on your behalf so that one of our experts can assist you. Thank you.

Gary Williams

Hi @rohan , I have since changed network providers and am still having the exact same problem so I would appreciate some assistance to resolve this - there is clearly something about the DocEditor that isn’t working for whatever reason and it’s also evident it’s not an isolated issue as others seem to be experiencing the same.

Rohan V

Hi @Gary Williams thanks for getting back to me and clarifying. I have asked our Support Team to get in touch with you. One of our experts will reach out to you shortly.

Tim Litostansky

I am having the same issue. I have downloaded and run the document editor. When I hit the edit button in Wrike it prompts me to download the editor again.

Rohan V

Hi @Tim Litostansky, welcome to the Community, and thank you for bringing this issue to our attention. I’ve reached out to our support team, and they will be in touch with you to assist further.

Gary Williams

I'm still experiencing this problem, and despite having raised several support tickets, I still have no solution available. The WrikeDoc Editor continues to be a source of frustration, as it promises great functionality (if it worked for us), but each time I'm pointed back to our IT or the ISP, neither of which can find an issue and point me back to the Wrike Team. Has anyone in this thread managed to find a solution or get support from Wrike that has lead to a solution. ?