topic Text disappears in CRM Email during typing in Sales Email

Text disappears in CRM Email during typing

MiaSrebrnjak — Mon, 13 Jun 2022 15:24:46 GMT

Dear Community,

We've received reports from customers about their text/email draft disappearing when they're creating a new 1:1 email in the CRM. We've consolidated your posts here to make sure we're addressing them in one place. As of June 2022, these are still the recommended next steps:

"We understand that losing a draft that you've been working on is frustrating, but it's hard for our technical team to investigate this further without a well-documented example. I haven't been able to reproduce this on my end and after checking our internal records, I haven't seen an increase in reports about this behavior from other customers or HubSpotters, who are also using the software daily.

It would therefore be best to provide a well-documented example of this behavior for our Support team, who can then proceed to investigate this issue in your HubSpot account. In your ticket, please include:

a link to the CRM record where this happened,
a list of steps you took when creating the draft (e.g., 1. I navigated to John's contact record, 2. Clicked on the Note symbol under the contact name 3. Started drafting the note 4. Navigated to other pages or tabs to copy infomation 5. Pasted the information into the note 6. Text disappeared)
specifics about your web browser environment: browser version, active extensions,
ideally, a screen recording of the behavior and a HAR file & Console logs, so our team is able to look into the network requests that your browser is generating.

If this is affecting multiple users on your team, it would be very helpful to collect their examples as well.

I checked existing Support tickets and reports from my co-workers with similar behavior in the past year and a half and found that in most cases, users were able to link this behavior to an unstable internet connection: because the connection was interrupted, the draft they were working on was only saved in the temporary browser cache storage, but not in the cloud. There are a few online tools where you can check your internet stability to see if this could be the reason, here's one.

If the internet connection is stable and there are no interfering browser extensions, the expected behavior is that a draft will be saved automatically, even if you open a different tool or refresh the page as you can see in this GIF:

We're commited to providing a good user experience and we would really appreciate your help in collecting the necessary data to investigate this behavior. Thank you!"

Mia, Community Team

Text disappears in CRM Email during typing

BEN007 — Tue, 18 Dec 2018 18:05:56 GMT

Hi,

Since a couple of days, it happens all the time that in the middle of writing an email within the CRM, suddenly the text disappears and have to start all over again.

Could you please check what's going on here?

Awaiting yr reply.

Bug when composing email in HubSpot?

kzmorzynski — Thu, 20 Dec 2018 08:51:02 GMT

Hi,

is it just me or there's something wrong with composing email in HubSpot?

When I start writing an email, after several seconds the whole content is gone.

This started happening about a week ago.

I'm using the newest version of Chrome (71.0.3578.98) on Windows 10.

Anyone experiences something similar?

Re: Text disappears in CRM Email during typing

jennysowyrda — Thu, 20 Dec 2018 15:47:05 GMT

Hi @BEN007,

Are you still experiencing this issue?

Can you please confirm that this issue is occuring across multiple browsers, in an incognito window and after clearing your cache?

The more information, screenshots and examples you can provide, the better the Community can assist.

Thank you,
Jenny

Re: Text disappears in CRM Email during typing

R-Robinson33 — Thu, 20 Dec 2018 15:52:24 GMT

It 'appears' to have stopped for me, but I would like to also confirm I was having this issue recently. I will update this again if it happens, but a few days ago it was VERY fustrating.

Re: Text disappears in CRM Email during typing

BEN007 — Thu, 20 Dec 2018 16:03:40 GMT

Hi,

By me it hasn't stopped and it drives me nuts!

Re: Text disappears in CRM Email during typing

BEN007 — Thu, 20 Dec 2018 16:07:46 GMT

Hi,

I am working with Chrome only, don't have another browser.

Not working in incognito mode.

Even after clearing cache, no change.

Thank you and hope it will be solved soon.

Re: Text disappears in CRM Email during typing

BEN007 — Thu, 20 Dec 2018 16:15:44 GMT

I should add, that it happens at irregular intervals. Sometimes, when it's a very short mail I am able to send it out before the wipeout occurs.

Before wipeout, I see a fraction of a second a black bar at the bottom of my browser with some text in it. It does like a sort of refresh and after that, the email text is gone.

Re: Text disappears in CRM Email during typing

jennysowyrda — Thu, 20 Dec 2018 21:43:06 GMT

Hi @R-Robinson33 and @BEN007,

Can you please collect har files and videos if you experience this again?

I want to partner with the Technical Support team regarding this.

Thanks,
Jenny

Re: Text disappears in CRM Email during typing

BEN007 — Fri, 21 Dec 2018 08:10:39 GMT

I've created the HAR file, but how do I send it to you? No attachment option here.

Re: Bug when composing email in HubSpot?

jennysowyrda — Fri, 21 Dec 2018 21:14:38 GMT

Hey all,

I have heard back from the Technical Support team that this issue has been resolved.

Thank you,
Jenny

Re: Bug when composing email in HubSpot?

BEN007 — Sat, 22 Dec 2018 16:02:35 GMT

Hi,

I just checked it. Tried to send a reply email to someone, and the problem persists. In the middle of composing the email, the text disappeared, like before.

Please tell Tech Support that the issue has not been resolved at all.

Rgds,

Re: Bug when composing email in HubSpot?

BEN007 — Mon, 24 Dec 2018 07:27:31 GMT

Hi,

I have performed a check today again and it looks like the problem has been resolved!

Thanks to all of you.

Regards,

Re: Text disappears in CRM Email during typing

karriK — Tue, 12 May 2020 13:33:06 GMT

This happens to me all the time!! VERY FRUSTRATING!

Re: Text disappears in CRM Email during typing

karriK — Tue, 12 May 2020 13:34:06 GMT

It's driving me nuts too!!!!

Re: Text disappears in CRM Email during typing

karriK — Tue, 12 May 2020 13:35:24 GMT

No this has not been resolved. It happens to me on a daily basis.

Re: Text disappears in CRM Email during typing

karriK — Tue, 12 May 2020 13:38:01 GMT

Damien, who works for online support is no help. Didn't even try to help me resolve this.

Re: Text disappears in CRM Email during typing

jennysowyrda — Fri, 15 May 2020 19:51:39 GMT

Hi @karriK,

I am sorry to hear for your frustrating experience. If you can send along a video of what you are seeing, confirm this issue occurs across multiple browsers, and confirm if other users are experiencing this issue, that would be great!

The more information, screenshots and details you can provide, the better the Community can assist!

Thank you,
Jenny

Re: Text disappears in CRM Email during typing

braedon — Wed, 07 Jul 2021 01:23:16 GMT

I can confirm that this is not resolved.

It happens at seemingly random times while typically in the middle of writing a lengthy email I'm sure you can sympathize that recreating the issue is difficult.

Re: Text disappears in CRM Email during typing

michaelmyers312 — Thu, 29 Jul 2021 02:00:20 GMT

This happened to me just now (and has happened 3 times already tonight).

What in the world is happening here?!

And why does this chain say it has been 'resolved'?!