If you are experiencing performance issues with the Workiva Platform, our Support team may request specific information to help us assess your network environment and determine the best path forward. With Workiva Troubleshooting, you can gather the information needed before reaching out to Workiva. This will allow us to quickly and efficiently investigate and resolve the issue.
To learn how to use Workiva Troubleshooting, read Check system and network with Workiva Troubleshooting.
1. Run Workiva Troubleshooting
Workiva Troubleshooting performs a series of diagnostic tests to detect potential issues with your connection to Workiva. Use the following steps to generate the report:
- Confirm that you are using your primary browser to log into the Workiva Platform.
- Confirm that pop-ups are allowed in your browser for the Workiva site.
- Open https://h.app.wdesk.com/s/canary/ in the browser, and wait for the report to fully complete.
- Copy the Report ID that appears in the top-right corner of the screen or the full report URL.
If you see a message about pop-ups being blocked, please enable them on that screen, reload the page, and try again.
2. Collect SSL certificate information
Complete the following steps to provide a screenshot of your browser’s SSL certificate for the Workiva platform:
- Open https://app.wdesk.com.
- Click the lock icon on the left side of the browser's address bar.
-
Select "Connection is secure".
- Click the certificate icon to view details.
Screenshot examples:-
If you are using Google Chrome:
-
If you are using Microsoft Edge:
-
-
Now take a screenshot of the General tab.
3. Perform network speed tests
Please run both of the following tests and send full screenshots of the completed results:
Make sure the tests are fully completed before taking a screenshot of the result of each test.
Need help?
If you have questions about any of the steps above, or run into issues collecting the information, feel free to contact Workiva Support. Additional resources are available in the Workiva Support Center.
We appreciate your help in gathering these details—it helps us provide more accurate support faster.
1. Run Workiva Troubleshooting
Workiva Troubleshooting performs a series of diagnostic tests to detect potential issues with your connection to Workiva. Use the following steps to generate the report:
- Confirm that you are using your primary browser to log into the Workiva Platform.
- Confirm that pop-ups are allowed in your browser for the Workiva site.
- Open https://h.eu.wdesk.com/s/canary/ in the browser, and wait for the report to fully complete.
- Copy the Report ID that appears in the top-right corner of the screen or the full report URL.
If you see a message about pop-ups being blocked, please enable them on that screen, reload the page, and try again.
2. Collect SSL certificate information
Complete the following steps to provide a screenshot of your browser’s SSL certificate for the Workiva platform:
- Go to https://eu.wdesk.com.
- Click the lock icon on the left side of the browser's address bar.
-
Select "Connection is secure".
- Click the certificate icon to view details.
Screenshot examples:-
If you are using Google Chrome:
-
If you are using Microsoft Edge:
-
-
Now take a screenshot of the General tab.
3. Perform network speed tests
Please run both of the following tests and send full screenshots of the completed results:
Make sure the tests are fully completed before taking a screenshot of the result of each test.
Need help?
If you have questions about any of the steps above, or run into issues collecting the information, feel free to contact Workiva Support. Additional resources are available in the Workiva Support Center.
We appreciate your help in gathering these details—it helps us provide more accurate support faster.
1. Run Workiva Troubleshooting
Workiva Troubleshooting performs a series of diagnostic tests to detect potential issues with your connection to Workiva. Use the following steps to generate the report:
- Confirm that you are using your primary browser to log into the Workiva Platform.
- Confirm that pop-ups are allowed in your browser for the Workiva site.
- Open https://h.apac.wdesk.com/s/canary/ in the browser, and wait for the report to fully complete.
- Copy the Report ID that appears in the top-right corner of the screen or the full report URL.
If you see a message about pop-ups being blocked, please enable them on that screen, reload the page, and try again.
2. Collect SSL certificate information
Complete the following steps to provide a screenshot of your browser’s SSL certificate for the Workiva platform:
- Go to https://apac.wdesk.com.
- Click the lock icon on the left side of the browser's address bar.
-
Select "Connection is secure".
- Click the certificate icon to view details.
Screenshot examples:-
If you are using Google Chrome:
-
If you are using Microsoft Edge:
-
-
Now take a screenshot of the General tab.
3. Perform network speed tests
Please run both of the following tests and send full screenshots of the completed results:
Make sure the tests are fully completed before taking a screenshot of the result of each test.
Need help?
If you have questions about any of the steps above, or run into issues collecting the information, feel free to contact Workiva Support. Additional resources are available in the Workiva Support Center.
We appreciate your help in gathering these details—it helps us provide more accurate support faster.