Issue with New Outlook and HubSpot Add-In

Smart CRM & Sales Hub Outlook Sales Extension
1

Issue when replying to emails in New Outlook. Cursor jumps to the bottom of the email. Microsoft says this is a HubSpot issue.

Any ideas?

Thank you.

Rick Moscarino

2

Hey @rmoscarino - thanks for posting in the Community!
If possible, are you able to get a screen recording of the issue? We typically recommend using Loom for this - it’s free!
Additionally, can you confirm the following information:
-Which browser you’re currently using
-Whether or not the behavior continues in an incognito browser
-Whether or not the behavior continues with the HubSpot Sales Extension disabled
Shane, Community Manager

3

Shane,

I am using Chrome. I am using the New Outlook desktop application. When the HubSpot Sales Extension is disabled, the issue does go away.

Thank you.

4

im having same issue, were you only able to resolve it by disabling hubspot from outlook? @STierney did you have any solutions to this?
Im on the latest desktop outlook which is a cloud based outlook (no more pst files)

5

Hey @Dasher87 - thanks for following up here!
Your situation appears to be slightly different, in that you’re using the desktop outlook, not the extension. I’d like to point out that as noted here, due to the significant changes introduced by Microsoft as part of the new Outlook for Windows, HubSpot will no longer actively develop or improve the HubSpot Sales Outlook desktop add-in. While the HubSpot Sales Outlook desktop add-in is still available in the legacy Outlook for Windows and will continue to be supported, it’s highly recommended that you activate the HubSpot Sales Office 365 add-in instead. If you’re using the Outlook desktop add-in, the HubSpot Sales Office 365 add-in will automatically be installed if you switch to the new Outlook for Windows. Learn more in this HubSpot Community post.
Because we’re not longer actively troubleshooting this specific add-in, we would require that you try enabling our HubSpot Sales Office 365 add-in moving forward.
Shane, Senior Community Moderator

6

Please see this link for a Loom video of the issue.

Thank you.

7

Hi @rmoscarino,

New Outlook has some changes that may cause issues with legacy COM add-ins (like HubSpot Sales Outlook desktop add-in).

The most effective fix is to switch to the HubSpot Sales web add-in.

In Outlook, File > Options > Add-ins > At the bottom, set Manage to COM Add-ins and click Go.

In the list, uncheck HubSpot Sales for Outlook (the desktop COM add-in), then click OK to rely on the web add-in in New Outlook.

Reopen Outlook, confirm the cursor now stays where you click/type while replying.

Major changes from the Microsoft side will no longer be reflected in HubSpot’s desktop add-in, reference: HubSpot Sales not appearing in Outlook inbox

If this helps, feel free to mark it as the solution :check_mark: and give it an upvote :+1: !

8

Thank you for the reply, but I don’t see the recommended menu selections above in New Outlook.

There is no File menu selection.

Thank you.