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Self-troubleshoot Errors
This guide of common Wave errors can help you to self-troubleshoot or communicate more clearly with your support team when resolving an issue in Wave.
How to use this guide
- You can view common errors by when you would experience them: at password creation, during login, while Wave is loading, or while using Wave
- Quickly search all errors by clicking Ctrl+F and entering key search words
Password Creation
Error message or number
Invalid CSRF token
Reason for Error
Cookies are not allowed on your browser and we cannot store our login cookie. This cookie is required to complete the login process.
Actions
You need to allow cookies.
- Chrome: Open chrome://settings/cookies and activate Allow sites to save and read cookie data (recommended).
- Internet Explorer: Open Internet options > Privacy > Advanced, then activate First-party cookies. Be sure to Accept changes and select Always allow session cookies.
Reach out to Wave support if cookies are authorized in your browser and the problem persists.
Error W000
This is a technical error that that requires further investigation.
Try logging into Wave again, then reach out to Wave support if the problem persists.
Chrome: Your connection is not private
Internet Explorer: There is a problem with this website's security certificate
1. The URL for your password creation link is incorrect.
-or-
2. There is a problem with your https certificate.
1. Check the URL in the welcome email or password reset email you received from Wave [no-reply]. If you copy and paste the URL from your email, ensure that the link has been copied in its entirety. You may also click on the link in the email to automatically open it in your browser.
If that does not work, request a new link to recreate your password by clicking on Forget username or password? below the login.
Reach out to Wave support if you try the above steps and the problem persists.
-or-
2. If following the above steps to recreate your password do not fix the issue, reach out to your local IT support.
Internet Explorer: Unauthorized
1. Cookies are not allowed on your browser and we cannot store our login cookie. This cookie is required to complete the login process.
-or-
2. IE11 is blocking access to Wave because the auth0 URL is not trusted.
1. You need to allow cookies.
Chrome: Open chrome://settings/cookies and activate Allow sites to save and read cookie data (recommended).
Internet Explorer: Open Internet options > Privacy > Advanced, then activate First-party cookies. Be sure to Accept changes and select Always allow session cookies.
Reach out to Wave support if cookies are authorized in your browser and the problems persists.
-or-
2. If allowed by your company, use Chrome browser.
If you continue to have problems with IE11 or if you experience the same issue with Chrome, reach out to Wave support.
Internet Explorer: Blue screen
IE11 blocks access to Wave.
If allowed by your company, use Chrome browser.
If you continue to have problems with IE11 or if you experience the same issue with Chrome, reach out to Wave support.
During Login
Error message or number
Internet Explorer: Blue screen
Reason for Error
IE11 blocks access to Wave.
Actions
If allowed by your company, use Chrome browser.
If you continue to have problems with IE11 or if you experience the same issue with Chrome, reach out to Wave support.
Chrome: This site can't be reached
There is an Internet connection issue or you are trying to log into Wave from a location which is not allowed.
Check your internet connection and verify that you can access websites other than Wave.
Reach out to your Wave Super User to add your location or identify allowed locations.
Internet Explorer: Blank page (after waiting 15 seconds or more)
There is an Internet connection issue or you are trying to log into Wave from a location which is not allowed.
Check your internet connection and verify that you can access websites other than Wave.
Reach out to your Wave Super User to add your location or identify allowed locations.
Error W124
Your Wave account has not yet been created or has been created with an incorrect email address.
Reach out to your Wave Super User to create your Wave account or update your email address.
Error W130
You need to use your company credentials to log in.
Log in by clicking on the top "Login with my company credentials" button. This button may also reference your company name, e.g., "Login with ABC Corporation," or there may be multiple buttons, depending on your configuration.
Error W299
There is an Internet connection issue or you are trying to log into Wave from a location which is not allowed.
Check your internet connection and verify that you can access websites other than Wave.
Reach out to your Wave Super User to add your location or identify allowed locations.
Wrong username or password
You have entered an invalid username or password. You could also be using an incorrect URL.
Log in again, in case you have entered an incorrect password.
Check the URL in the welcome email you received from Wave [no-reply]. If you copy and paste the URL from your email, ensure that the link has been copied in its entirety. You may also click on the link in the email to automatically open it in your browser.
Check your username from the welcome email. Your username for Wave is your corporate email.
If you are sure you have the right URL and username, request a new link to recreate your password by clicking on Forget username or password? below the login.
Reach out to Wave support if you try the above steps and the problem persists.
Error W110
Your Wave account has been automatically blocked due to inactivity. You cannot log into Wave anymore.
Reach out to your Wave Super User to reactivate your account.
Error W301, W305
The one-time link sent by email has expired.
Trying logging in again. This will trigger the sending of a new email with a new one-time link. Once you receive the email, click on the link and log in. This link will be valid for 2 hours.
Error W302
The one-time link sent by email has expired or you are using a link in a different browser than the one you used to enter your username and password.
Trying logging in again. This will trigger the sending of a new email with a new one-time link. Once you receive the email, click on the link and log in. This link will be valid for 2 hours.
If you open the link in a different browser from the one where you initiated your login, try to open the link in original browser. For example, if you initiated your Wave session in Chrome, you will need to open the one-time link in Chrome.
Error W304
The one-time link is not valid; it is missing characters or has been changed by your email system (e.g. spam scanner).
Carefully copy and paste the URL from your email, mindful that the link has been copied in its entirety. You may also click on the link in the email to automatically open it in your browser. Ensure that the browser is the same browser you used to enter your username and password. For example, if you initiated your Wave session in Chrome, you will need to open the one-time link in Chrome. Keep in mind that the one-time link will be valid for 2 hours.
Reach out to Wave support if the problem persists.
Error W306
The login cookie cannot be located in your browser because you opened the one-time link in a different browser than the browser you used to enter your username and password.
This error also appears if you are using Incognito browsing (Chrome) or InPrivate Browsing (Internet Explorer)
Carefully copy and paste the URL from your email, mindful that the link has been copied in its entirety. You may also click on the link in the email to automatically open it in your browser. Ensure that the browser is the same browser you used to enter your username and password. For example, if you initiated your Wave session in Chrome, you will need to open the one-time link in Chrome. Keep in mind that the one-time link will be valid for 2 hours.
Reach out to Wave support if the problem persists.
Error W307
You are using a one-time link that is not the most recent link.
When you try to log in using a link that is not the most recent, an email will be automatically sent to you with a new one-time link. Once you receive the email, try logging in again from the new link. This link will be valid for 2 hours
Error W308
You are using a one-time link that has already been used.
When you try to log in using a link that has already been used, an email will be automatically sent to you with a new one-time link. Once you receive the email, try logging in again from the new link. This link will be valid for 2 hours
Error W403
Your Wave account is blocked and you cannot access Wave anymore.
Reach out to your Wave Super User to reactivate your account.
Error W429
Your Wave account has been automatically blocked for your location due to too many failed attempts to log in during a short amount of time. You cannot access Wave anymore.
You will receive an email with a link to unblock your account. Please click on the link and follow the prompts.
Reach out to Wave support if the problem persists.
Error 501
Browser storage is disabled on your browser and the login cookie cannot be stored. This cookie is needed to complete the login process.
You will need to enable browser storage.
- Chrome: Open chrome://settings/cookies and activate Allow sites to save and read cookie data (recommended).
- Internet Explorer: Open Internet options > Privacy > Advanced > Security, then activate Enable DOM storage.
Reach out to Wave support if your browser storage is enabled and the problem persists.
Error W504
Connection to Wave is broken and we cannot reach our servers.
Check that your internet connection is still active on your device and that you can access websites other than Wave.
Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.
If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support or retry from another location or network.
Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue, or if other errors are reported by the test page.
Error W506
Cookies are not allowed on your browser and we cannot store our login cookie. This cookie is required to complete the login process.
You need to allow cookies.
- Chrome: Open chrome://settings/cookies and activate Allow sites to save and read cookie data (recommended).
- Internet Explorer: Open Internet options > Privacy > Advanced, then activate First-party cookies. Be sure to Accept changes and select Always allow session cookies.
Reach out to Wave support if cookies are authorized in your browser and the problems persists.
Errors W000, W100, W101, W102, W103, W104, W105, W106, W107, W108, W109, W111, W112, W113, W114, W120, W121, W122, W123, W125, W127, W128, W200, W201, W202, W203, W204, W205, W206, W208, W209, W300, W303, W400, W401, W402, W404, W502, W503, W505
This is a technical error that requires further investigation.
Try logging into Wave again, then reach out to Wave support if the problem persists.
Chrome: 500 Internal Server Error
This is a technical error that requires further investigation.
Try logging in again, as this issue is generally temporary.
Reach out to Wave support if the problem persists.
Internet Explorer: The website cannot display the page, HTTP 500
This is a technical error that requires further investigation.
Try logging in again, as this issue is generally temporary.
Reach out to Wave support if the problem persists.
Internet Explorer: Unauthorized
1. Cookies are not allowed on your browser and we cannot store our login cookie. This cookie is required to complete the login process.
-or-
2. IE11 is blocking access to Wave because the auth0 URL is not trusted
1. You need to allow cookies.
- Chrome: Open chrome://settings/cookies and activate Allow sites to save and read cookie data (recommended).
- Internet Explorer: Open Internet options > Privacy > Advanced, then activate First-party cookies. Be sure to Accept changes and select Always allow session cookies.
Reach out to Wave support if cookies are authorized in your browser and the problems persists.
-or-
2. If allowed by your company, use Chrome browser.
If you need to use IE11, please refer to these instructions.
If you continue to have problems with IE11 or if you experience the same issue with Chrome, reach out to Wave support.
When Wave is Loading
Error message or number
This seems to be taking longer than expected. You may have a slow connection or be connecting from a location which is not allowed.
Reason for Error
Your internet bandwidth is too low, your connection to Wave has been lost, or Wave service is temporarily unavailable.
Actions
First, try loading Wave again, as this may be a temporary issue.
Check that your internet connection is still active on your device and that you can access websites other than Wave.
Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.
If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support.
Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.
Loading... it may take a few moments
The Wave application code download has failed
First, try loading Wave again, as this may be a temporary issue.
Check that your internet connection is still active on your device and that you can access websites other than Wave.
Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.
If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support.
Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.
Immediate logout at loading: after entering your username and password and clicking LOGIN, the screen blinks and the login page reloads
The information sent by your browser to our Wave servers has been modified by a network device. Our server is not able to authenticate your call.
Reload the page, then try logging in again.
Reach out to Wave support if the problem persists.
There was an error loading <item>
Note: <item> describes what could not be loaded
Your internet bandwidth is too low, your connection to Wave has been lost, or Wave service is temporarily unavailable.
First, try loading Wave again, as this may be a temporary issue.
Check that your internet connection is still active on your device and that you can access websites other than Wave.
Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.
If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support.
Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.
There was a problem connecting to the server. Please check your Internet connection.
Your connection to Wave has been lost, Wave service is temporarily unavailable, or our communication protocol is not enabled on your network connection.
Check that your internet connection is still active on your device and that you can access websites other than Wave.
Try reloading Wave, then reach out to Wave support if the problem persists.
Loading data; it may take a few moments - no percent progress shows
This is a technical error that requires further investigation.
Try reloading Wave, then reach out to Wave support if the problem persists.
Loading data; it may take a few moments - 66% progress
Most likely, your browser has run out of memory, but there may be another reason.
Wait a couple of minutes, as loading can take some time for larger tenants. Loading is also faster with Chrome than with Internet Explorer.
Close your browser tab, open a new browser, and try logging into Wave again.
If the data still does not load, close your browser entirely, open the browser again, and try logging into Wave again.
Go to https://<yourWaveURL>/settings (e.g., https://abccorp.mckinseywave.com/settings) and select Partial caching under Caching mode. Reload Wave.
Reach out to Wave support if none of these actions worked or the problem persists.
It seems that you don't have access to any data, please contact support or your administrator
You do not have permission to see any card in Wave.
Reach out to your Wave Super User to set up your user permissions.
Errors W1602, W1603, W1604, W1605, W1606,W1608, W2101, W2102, W2103
1. Your internet bandwidth is too low, your connection to Wave has been lost, or Wave service is temporarily unavailable.
-or-
2. For W1604 only, this is a technical error that requires further investigation.
1. Try loading Wave again, as this may be a temporary issue.
Check that your internet connection is still active on your device and that you can access websites other than Wave.
Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.
If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support.
Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.
-or-
2. Reach out to Wave support if the problem persists.
Error W1607
1. You do not have permission to take the action requested.
-or-
2. You are trying to approve an initiative that you have already approved
-or-
3. Your internet bandwidth is too low, your connection to Wave has been lost, or Wave service is temporarily unavailable.
1. Reach out to Wave support if the problem persists.
-or-
2. There may have a been a change to your approver group or another approver attribute triggering a second request to approve an initiative you already approved. No action is necessary
-or-
3. Try loading Wave again, as this may be a temporary issue.
Check that your internet connection is still active on your device and that you can access websites other than Wave.
Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.
If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support.
Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.
Error W1612
You do not have permission to see any card in Wave.
Reach out to your Wave Super User to set up your user permissions.
While Using Wave
Error message or number
There was an error loading cards for this view
Errors W1329, W1623
Reason for Error
The view cannot be drawn because the selected attributes for grouping, coloring, or sorting cannot be visualized in a stacked chart.
Actions
Change the attributes used for grouping, coloring, or sorting, or change the measures for the bar or line.
Reach out to Wave support if you believe the view should work and you suspect an application issue.
Export <export name> failed
This is a technical error that requires further investigation.
Retry the export, then reach out to Wave support if the problem persists.
Initiative could not be updated (W1604)
Note: "Initiative" may be replaced with activity, action, or some other card type, depending on your configuration
This is a technical error that requires further investigation.
Reach out to Wave support if the problem persists.
Missing [...]
Note: Details of what is missing will be provided in the error message
Some attributes or impact values are missing in order to move your card to the next stage.
First, check the details of the error message and input missing values as instructed.
To identify where information is missing, an amber or red border will appear on fields and a red asterisk will be next to the tab name.
Reach out to your Wave Super User if the problems persists or you are unable to provide all missing information.
<Card> could not be created, card missing [...]
Note: <card> can be any configured type of card, e.g. initiative, milestone, action, activity, etc.
The card cannot be created because some required attributes have not been completed.
First, check the details of the error message, input missing values, and try moving to the next stage if that does not happen automatically (i.e., auto-save).
To identify where information is missing, an amber or red border will appear on fields and a red asterisk will be next to the tab name.
Reach out to your Wave Super User if the problems persists or you are unable to provide all missing information.
Internet Explorer: Your current security setting do not allow this file to be downloaded
The browser blocked the download of your file.
You need to enable downloads in your browser settings. Go to Internet options > Security > Custom level... and scroll down to Downloads. Click on Enable.
If you continue to experience this issue, reach out to your company's IT team.
Errors W1110, W1111
One or more required attributes are blank.
Fill in all required attribute(s) as listed in the error message. Be mindful that required fields may be in a child cards, e.g. milestone, action, activity, etc.
Errors W1112, W1113
A required time series is blank.
Fill in all required time series as listed in the error message.
Error W1114
A combination of values is not valid.
Allow Wave to wipe out invalid values and fill in all required attributes as they are listed in the error message.
Error W1133
One or more cards is missing (e.g., a milestone card is required in your initiative).
Add the required card(s) as listed in the error message and retry your previous action.
Error W1200
The approver group automatically calculated by Wave has no users in it that are able to approve the card.
Reach out to your Wave Super User to resolve this by adding approvers to the group.
Error W1301
The field cannot be calculated because it uses another calculated field that has an error.
Reach out to Wave support if the problem persists.
Errors W1316, W1317
Cards are linked together in a loop.
Identify the cards looped together and break the links accordingly.
Error W1318
The field cannot be calculated because one of the linked cards is missing some dates.
Reach out to Wave support if the problem persists.
Errors W1101, W1102, W1103, W1104, W1105, W1106, W1107, W1108, W1109, W1115, W1116, W1117, W1118, W1119, W1120, W1121, W1122, W1123, W1124, W1125, W1126, W1127, W1128, W1129, W1130, W1131, W1132, W1134, W1135, W1136, W1137, W1138, W1139, W1140, W1141, W1142, W1143, W1144, W1145, W1146, W1147, W1148, W1149, W1150, W1151, W1152, W1153, W1154, W1155, W1156, W1157, W1158, W1159, W1160, W1161, W1162, W1163, W1164, W1165, W1166, W1167, W1168, W1169, W1170, W1171, W1172, W1173, W1174, W1175, W1176, W1177, W1178, W1179, W1180, W1181, W1182, W1183, W1184, W1185, W1186, W1187, W1188, W1189, W1302, W1303, W1304, W1305, W1306, W1307, W1308, W1309, W1310, W1311, W1312, W1313, W1314, W1315, W1319, W1320, W1321, W1322, W1323, W1324, W1325, W1326, W1327, W1328, W1330, W1401, W1402, W1403, W1404, W1405, W1406, W1407, W1408, W1409, W1410, W1411, W1412, W1413, W1414, W1415, W1416, W1417, W1418, W1419, W1420, W1421, W1422, W1423, W1424, W1501, W1502, W1503, W1504, W1505, W1506, W1507, W1613, W1622, W1803, W1804, W1805, W1806, W1807, W2104, W2106, W2107, W2108
This is a technical error that requires further investigation.
Reach out to Wave support if the problem persists.
Errors W1191, W1192, W1193, W1194, W1195, W1196, W1508, W1509
Your import file contains errors.
Follow the instructions of the upload pop up to fix the errors in the file.
Errors W1601, W1611
You are experiencing a networking problem.
First, try loading Wave again, as this may be a temporary issue.
Check that your internet connection is still active on your device and that you can access websites other than Wave.
Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.
If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support.
Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.
Error W1607
1. You do not have permission to create a card in a specific context.
-or-
2. Your internet bandwidth is too low, your connection to Wave has been lost, or Wave service is temporarily unavailable.
1. Reach out to your Wave Super User. You can find more details by hovering over the error text or by consulting the Wave About page in the Event Log.
-or-
2. Try loading Wave again, as this may be a temporary issue.
Check that your internet connection is still active on your device and that you can access websites other than Wave.
Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.
If you find your bandwidth is less than 2 Mbits/s or you experience errors on the test page, reach out to your IT support.
Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.
Error W1609, W1610
Your internet bandwidth is too low or your connect to Wave has been lost.
Check that your internet connection is still active on your device and that you can access websites other than Wave.
Run a speed test on your internet connection by visiting https://<yourcompanyURL>/login/test (e.g., https://abccorp.mckinseywave.com/login/test) while logged into Wave.
If you find your bandwidth is less than 200 kbits/s or you experience errors on the test page, reach out to your IT support.
Reach out to Wave support if you cannot access the speed test or if the problem persists and the speed test shows no bandwidth issue.
Error W1611
You have too many Wave tabs open in your browser
If you have more than 20 Wave tabs open, you may receive this error to indicate you have reached the maximum number of open tabs allowed. You should close some Wave tabs.
Error W1620
You are trying to access Wave via a link that was copied directly from the address bar in another tab or browser.
Generate a new link for the view by clicking on the share icon and use that link instead.
Error W1621
Wave cannot copy content to your clipboard.
If you are using Internet Explorer 11+, ensure that Wave is a trusted website.
If you are using a different browser, or if this issue persists, please reach out to Wave support.
Error W1625
The attribute noted in the error message (see Product Category example) had to be unset because the user changed another attribute.
Click undo in the error message bar and undo the setting of the mentioned attribute or click hide to accept the change.
Error W1801
You are uploading a file whose type is not supported by Wave.
Compress your file and upload the archive or store the file on your company file sharing system and add the link to Wave.
Error W1802
You upload a file whose size is too big for Wave.
Compress your file and upload the archive or store the file on your company file sharing system and add the link to Wave.
Error W2001
The view cannot be drawn because the selected time range for the "track changes" exceeds three months.
Change the start and end dates of the track changes to less than three months apart or use a filter on the last modification date to achieve similar results.
Error W2008
There is an insufficient number of approvers in the approver group named in the error.
Reach out to your Wave Super User as they will need to add approvers to the group
Error W2105
You are trying to generate an export which contains more rows than Excel is able to store (more than 1 million).
If you selected multiple snapshots, reduce your selection.
Chrome: Frequent logout
Third-party cookies are blocked by your browser.
You need to allow cookies. Open chrome://settings/cookies and activate Allow sites to save and read cookie data (recommended).
Reach out to Wave support if cookies are authorized in your browser and the problem persists.
Error W1197
An attribute was changed, which resulted in the unsetting of another attribute (the dependent attribute). This dependent attribute is now required due to the original change. Note: this error can happen at any card level, including on impact or KPI cards.
Fill in the dependent attribute that is now missing a value. The dependent attribute is mentioned in the error message together with the original changed attribute that imposed this requirement (please check the About page if you don't see all the details).
