Hopefully this is in the correct discussion board.
We are working with a client using HubSpot in which Outlook (classic) Reply and Forward windows blink/redraw the window repeatedly then after about 10 seconds, the Hubspot flyout generates a message indicating that tracking is disabled, then the reply/forward window works as expected. If tracking is disabled in the settings window, the reply/forward windows work as expected. We have disabled all COM and web addins and get the same behaviour. We have also tried the New Outlook and get similar (though not identical) behaviour. In New Outlook with tracking enabled, replies and forwards load after a second or two, but then orient the cursor to the end of the email message, then you have to move to the top of the window and begint he message.
Outlook version is: 2602 (19725.20172 Click-to-Run)
Hey @sBIT,
Thanks for posting in the Community!
For starters, I would definitely recommend that the team continues to utilize the HubSpot Sales Office 365 add-in, over the HubSpot Sales Outlook desktop add-in. It sounds like you’ve already tested the extension while all other browser extensions are disabled, which would be my first recommendation. Can you please also confirm the following:
-Is this happening for all users, or are any users experiencing Outlook as-expected?
-If the users utilizing Outlook have their emails connected to HubSpot, as noted here.
I’d also like to tag in some Community experts to see if they have any insight for us! @Crystal_Hopper, @LaurenRyan, and @louischausse - any troubleshooting recommendations?
Shane, Senior Community Moderator
Sorry for the delay in responding. We are only using the Office 365 Add-In, not the Outlook Desktop Add-In. This is only happening for 1 user, although the total users actively using HubSpot add-in maybe somewhat limited. I did check the link and the Microsoft 365 account is linked in HubSpot.
Let me know if you have any further suggestions on what to try.
Since this one is isolated to a single user on the Office 365 add-in using the web based application (and their inbox is connected), it sounds like it may be something specific to that user’s local environment rather than the add-in itself. That said Support may be your best option here.
A couple of directions that might be worth exploring:
In their browser, look for any firewall/blockers that could be interfering
If they have any, I’d also suggest toggling off any browser extensions/ plugins to see if those could be interfering
Pulling debug logs from the add-in, which can help narrow things down further if this ends up needing Support
A few resources for troubleshooting moving forward: