topic Re: There was a problem loading some information about ... can someone explain how to resolve this? in Tips, Tricks & Best Practices

There was a problem loading some information about ... can someone explain how to resolve this?

xpertus — Mon, 26 Nov 2018 20:54:30 GMT

I am new to HUBSPOT.

When I write an email on Outlook, I get the above message.

How can I resolve this..

The email is not registered to the recipient's contact record on Hubspot, but it seems the email is in the system.

Please help.

Re: There was a problem loading some information about ... can someone explain how to resolve this?

jennysowyrda — Tue, 27 Nov 2018 21:50:48 GMT

Hi @xpertus,

Do you mind sharing screenshots of what you are seeing, whether this is only happening for one contact, and any other information you have.

Thanks,
Jenny

Re: There was a problem loading some information about ... can someone explain how to resolve this?

xpertus — Thu, 29 Nov 2018 14:04:12 GMT

Thanks Jenny.

Appreciate your response.

For the moment, it seems to be working.

Emails sent via Outlook is being recorded on HubSpot.

However, incoming emails do not seem to be getting logged. I am still researching this...

Will get back to you soon.

Again, thanks - SO MUCH, for your guidance.

Blessings.

Dr. Errol

Re: There was a problem loading some information about ... can someone explain how to resolve this?

xpertus — Thu, 29 Nov 2018 22:32:53 GMT

It happens on and off... probably when the contact is not in my contact list.

Re: There was a problem loading some information about ... can someone explain how to resolve this?

jennysowyrda — Fri, 30 Nov 2018 21:38:08 GMT

Hi @xpertus,

The expected behavior of HubSpot is that responses will log in HubSpot if they are responses to emails that were originally logged to HubSpot. Incoming mail that is not associated with a logged email will not log.

Thanks,
Jenny

Re: There was a problem loading some information about ... can someone explain how to resolve this?

xpertus — Sat, 01 Dec 2018 13:19:19 GMT

Thanks Jenny.

let me see how it works out.

your explanation seems logical.

Re: There was a problem loading some information about ... can someone explain how to resolve this?

xpertus — Sat, 01 Dec 2018 19:42:33 GMT

Jenny,

Please see the attachment - and you will see the HubSpot icon getting in the way of work. is there some way to get rid of it.

It comes up when HubSpot is running in the background.

Re: There was a problem loading some information about ... can someone explain how to resolve this?

xpertus — Mon, 03 Dec 2018 03:27:50 GMT

Jenny,

here are two attachments -

When sending a new email, Outlook says there is a problem.

But as you can see this email address is in the database.

Any thoughts?

Thanks a bunch.

Re: There was a problem loading some information about ... can someone explain how to resolve this?

jennysowyrda — Mon, 03 Dec 2018 17:24:06 GMT

Hi @xpertus,

Can you try the following steps as outlined here:

Paste the following filepath into your Start menu: C:\Users%Userprofile%\AppData\Roaming\Sidekick\
Remove all files in the folder that opens up
Uninstall Sidekick (if you see two versions of the HubSpot Email add-in in your programs folder, please delete them both): https://knowledge.hubspot.com/articles/kcs_article/settings/how-do-i-uninstall-hubspot-sales
Reinstall the HubSpot add-in with this link: https://app.getsidekick.com/outlook/download

Thanks,

Jenny

Re: There was a problem loading some information about ... can someone explain how to resolve this?

xpertus — Mon, 03 Dec 2018 19:07:48 GMT

Jenny,

I truly appreciate the attention to this issue.

Unfortunately, I am not a Techie. This is too much for me...

I am confused what "Sidekick" has to do with all this.

Years back... I used Sidekick; and it faded away.

Would you or someone else in your group be willing to remotely access my laptop using "Anydesk", and resolve this for me?

"Anydesk" is a real cool app.

Re: There was a problem loading some information about ... can someone explain how to resolve this?

jennysowyrda — Tue, 04 Dec 2018 13:57:33 GMT

Hi @xpertus,

The files on your computer will still contain the name sidekick, that's the only involvement sidekick has.

If you are able to go through these steps on your own, that will be the best next step to resolving this matter for you. I am on standby to assist through the Community as you need me.

Thank you,
Jenny

Re: There was a problem loading some information about ... can someone explain how to resolve this?

HelpfulMarketer — Tue, 29 Jan 2019 16:32:43 GMT

Thank you SO MUCH Jenny! I've had issues with my anti-virus removing a sidekick file multiple times and have had to go through this process a few times over the years. I couldn't access the old bookmark I had to these instructions for some reason. Thank you so much @jennysowyrda for putting these up here! Any time I have any problems with Hubspot for Outlook this is my default move now. No matter what's wrong, this fixes it.