Troubleshoot issues with Workiva Troubleshooting
If your system, browser, or network configuration is causing issues with the Workiva platform, the built-in Workiva Troubleshooting tool can help you identify and resolve them. This article explains how to access the tool, understand its results, and fix common issues it detects.
Workiva Troubleshooting (formerly known as Canary) is now embedded directly in the platform. It runs automatically in the background and notifies you when it detects a problem, so you can resolve issues before they affect your work.
Requirements
- You are using a supported browser.
- Your operating system meets the Workiva system requirements.
- For some checks (messaging connectivity and network speed), you must be signed in to the Workiva platform.
How do I access Workiva Troubleshooting?
Workiva Troubleshooting is available directly within the platform. You do not need to visit a separate website.
- Sign in to the Workiva platform.
- In the top-right corner of the screen, click the Help icon.
- Select Troubleshooting from the menu.
- Workiva Troubleshooting will open and display the status of each diagnostic check.
Note: If a diagnostic check has failed, a badge icon appears on the Help icon to alert you proactively — even before you open the tool.
Although available in the platform, Workiva Troubleshooting is still available as a standalone for users who are having issues connecting to the platform:
How does Workiva Troubleshooting run?
Workiva Troubleshooting runs in two ways:
- Automatically: The tool runs in the background once per week. Results are stored so that support teams have reports readily available if you need assistance.
- On demand: You can manually re-run all checks at any time from the Workiva Troubleshooting experience to verify that a fix you've applied has resolved the issue.
How do I read the results?
Each diagnostic check returns one of the following statuses:
| Status | Meaning | What you’ll see |
|---|---|---|
| Failed (red) | A critical issue that is guaranteed to cause severe problems. You must take action to resolve it. | A red badge appears on the Help icon. A red alert appears in the Workiva Troubleshooting experience. |
| Warning (yellow) | A potential issue that may cause problems with some features. | A yellow badge appears on the Help icon. A yellow alert appears in the Workiva Troubleshooting experience. |
| Note (blue) | The check found something noteworthy about your system, but does not require immediate action. | No badge. A blue alert appears in the Workiva Troubleshooting experience. |
| Could not run | An error occurred while running the check that prevented us from making a proper determination. | No badge. A question mark status next to the check, but no alert. |
| Passed (green) | The check confirmed your configuration is compatible. | No badge or alert. |
Things to know
- Workiva Troubleshooting runs automatically once per week and stores results. You don't need to manually run it for support teams to access your report.
- You can rerun checks at any time from the Workiva Troubleshooting experience to verify that a fix has resolved the issue.
- For many issues, your IT department will be the best resource. Share the specific failure details from the Workiva Troubleshooting experience when contacting them.
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You can easily share your results through a link by clicking the Share Results bottom on the top of the page.
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- If you cannot access the Workiva platform at all, a standalone version of the diagnostic tool is available.
For a complete list of system requirements and allowed hosts, see: