Issues with estimates, invoice logos and downloading invoice PDFs.
Hi everyone! We’ve been receiving reports from users in South Africa that they’re experiencing issues downloading invoices to PDF format, loading their logo on their invoices and accessing the estimates page.
It's important to note that this is related to a problem our vendor was having and not something that Wave can control. With that in mind we wanted to try to give you some more insight into why this is happening, and a few suggestions for what you can try to solve it. We use Amazon Web Services (AWS) and their servers to power and host our site. AWS had a localized denial-of-service (DDoS) attack on their DNS (https://www.cloudflare.com/learning/dns/what-is-dns/) on Tuesday that seems to be causing the issue described in this discussion. AWS has restored its operations to their full function after their servers were temporarily shut down by the attack but the issue still lingers for a number of our users.
The reason these issues are persisting is that local Internet Server Providers’ (ISP) DNS servers are using cached versions of pages. ISPs regularly clear out their cache, so this issue should not be permanent.
Things you can do:
We’d recommend following the proceeding steps to troubleshoot the network connection:
- If you're using a VPN, please disable it.
- Please power-cycle your modem and/or router. A great article that walks you through how to do this and why it’s helpful is available here.
- Try connecting to a different network. The fastest way to do this is usually to tether to your mobile device.
- Disable your antivirus software, or add waveapps.com to your antivirus whitelist
If this does not work, we have been informed by AWS that users can reach out to their ISPs to request clearing of their DNS caches. You should be able to send an email to your ISP’s customer support requesting the clearing of their DNS caches - please feel free to cite this post to them as the reason for your request which should make it easier for you than re-explaining the issue!
Reaching out to your ISP is highly recommended in order to request help on this matter. If the above steps have not helped, an alternate fix would be to manually change your DNS server. We recommend switching to the public DNS operated by CloudFlare (the security infrastructure platform used by Wave). The link below includes full instructions on how to change your DNS on all mobile and desktop operating systems: https://developers.cloudflare.com/22.214.171.124/setting-up-126.96.36.199/
While this process and these pages may be initially quite intimidating, there are sections of this documentation that should pertain to each operating system or device that you may be using.
Thank you. We know this incident has been frustrating and hope that the information we've outlined above will help