Users unable to add comments in documents
AnsweredMy team is experiencing an issue where some users are not able to add comments within our document. When the users select text and right-click "add comment" is not an available option. Have other users experienced this? Both users who experienced this are document owers.
Thank you!
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It happens in both when trying to make comments. Also, the comments on the side disappear - not sure if they are related or why.
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I've experienced it some. Usually I find that if I refresh the entire tab, it will reload WDesk and the comments feature will reappear. This happens with a few other things every once and a while. Seems to happen more after longer periods of working in WDesk or when I do something a little more data intense. Maybe they're not correlated. But refreshing always brings back my ability to comment, seems to reset the background code or something.
There are a few other things similar that will be funky and I can't get to look/work correctly. Similar refresh will generally get things working as they should.
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Thanks for letting us know, Michelle.
Dallas is on the money for something to check. Our initial assumption is that there is possibly a connection issue behind the scenes here and a refresh would be a good test. That being said, should you or your users run into this, running a Canary report and connecting with our Customer Support team will help us catch it in the act.
I've shared your feedback here with our team, and certainly do let me know if this is still occurring for them, i.e. they cannot comment. Thanks again and chat with you soon!
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Ok great thank you both!!
I will pass along the word to my team and if it happens again we can run the Canary report and work with the Customer Support team to hopefully drill down the root of the issue!
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No problem, Michelle!
And realizing I didn't give you any links to access. Below are the quick access points for Canary and Support.
- Canary: https://app.wdesk.com/canary
- Customer Support: https://www.workiva.com/contact/support
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Hello,
This is a problem I run into constantly and I noticed the first inquiry was posted over a year ago - is there plans to fix this. Refreshing every 10 minutes is not a very viable option.
Thank you,
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Adding that this is also an issue I regularly experience and would like an update on plans to fix this. This shouldn't be an issue.
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Erica Irwin Christina McIntyre thank you both for bringing this back up. I just pinged our engineers on this to see if there any guidance or things to look for here. I'll circle back with more info shortly.
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Quick follow-up for you. Does the issue happen with comments in text, tables, or both?
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Thanks for sharing that. I can at least confirm that this particular issue has been a hard nut to crack, but that being said, we are committed to addressing these. I've went ahead and drummed up some ticket for you both and our team will be in touch.
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same issue here. sometimes it doesn't even work after I refresh.
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1 year later from my first comment and this continues to be an issue. I also have issues uploading images after I've been in the document a long time. For a system that handles SEC documents where users tend to be in them drafting for long hours/periods I would hope fixes are on the way for issues experienced when users spend prolonged periods in the documents.
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I see this is 4 years after the original post, but this is an issue my team is facing increasingly often. Has there been any update for a solution for this? We experience both the inability to add comments and, like others above have mentioned, comments that seem to disappear on the side.
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Hi Sara!
Sorry for my delay. Sadly there's not any new updates to this as far as being fully "fixed". We do see reports from time to time and our engineers work to address them as they catch them. I am happy to get a case started for you and have that team investigate.
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