we definitely understand your frustration, that’s why I did some testing with 1:1 emails in my two HubSpot accounts: I drafted a longer email in the editor on a contact record and also in the Conversations tool. I tried closing and opening the email editor multiple times within a time frame of a couple of minutes, but wasn’t able to reproduce this behavior. I’m using the latest version of Google Chrome as my preferred browser.
For us to be able to investigate this further, could you please clarify:
Where are you in your account when you are experiencing this? Contact record, the Conversations tool? Is it occurring anywhere else?
When did you first notice this started happening?
Are other users in this portal experiencing the same issue?
Please try the following troubleshooting steps and let me know if they were successful or unsuccessful:
Does this issue persist when on a different network? (ie if you switch to using your mobile data, does the issue persist?)
Does this issue persist if you use a different browser?
Does this issue persist when in an incognito browser?
If the behavior in doesn’t appear in an incognito window, but does appear in a normal browser window even after clearing the cache and cookies, it could be a browser plugin or add-on that is causing this behavior.
I experience this when typing in my notes within the “Log call” area, and I have experienced this one out of every 4-5 calls for the past 18+ months using several different Hubspot accounts. I’ve also cleaned up many of my Chrome browser add-ons/extensions but Hubspot could help by doing some additional testing in this area if they believe it’s related to them. I never experienced this using Hubspot with Safari, but I need to use Chrome going forward for several reasons. I have not tested with an incognito browser..
Got it, thank you for the information @DVanderJagt. Our product teams perform checks regularly and keep on adding improvements to assure that our tools run smoothly in supported browsers, you can find more information here.
It seems that other users aren’t experiencing issues at the moment (status page here) and you weren’t able to reproduce the behavior in Safari, that’s why I’m suspecting a conflicting extension or Chrome setting. Are you using the latest version of Chrome? Have you also tried disabling one extension at a time? If not, a test in an incognito window would also be great.
I’ve been complaining about this for over a year. I want to type all my emails in Hubspot not Gmail, but I get angry when I’ve typed something out and it deletes everything (whetherr an email, logged call, notes, its the same problem) simply when I click “return”. There is no way for me to video this happening because it doesn’t always happen. I can go two months without it happening and then it happens 4 times in a row. This is a huge problem for users and if you aren’t hearing about it, they are just muddling through or like me, are using a lot of templates and not free-typing so it doesn’t happen as much. Then I’ve been told several times how to “un-do” to get all of the info to appear and that never works regardless of how I’ve been told to fix it.
Hi Mia, yes I’m using the latest version of Chrome. It has also happened to me on multiple devices. It is IMPOSSIBLE to reproduce, so “no” I haven’t tested disabling one extension at a time. I would expect Hubspot’s QA/software dev team to do appropriate testing on these types of issues. You could be correct though, it may be related to a Chrome browser extension. I can try an incognito window as well. I guarantee others are having this issue (likely just not reporting it) and I’m seeing a higher frequency of this in your community posts over the past year or so.
I just posted in a different thread on this topic. It has happened to me before (Chrome/MacOS) and just happened again to me when typing a note into a company record. Really an awful bug, I spent 30 minutes putting my thoughts together about recent interactions with a prospect, got near the end, hit enetr to strat a new paragraph and it was gone. Command Z did nothing.
1. I am in a contact record… and I have opened the email window by pressing the email Icon. In my case, I had also added a 2nd recipient. I have done 12 emails, all in the identical format, and it happened 3 of the last 6 emails. I haven’t tried it elsewhere in the program, that I can recall.
2. Friday of last week, but i’ve only been using it since… Friday of last week.
3. There is only 1 other person, and I pre-warned them, so they are creating their emails in “notes” and copy and pasting in at the last moment, as protection.
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1. I will test this, eventually.
2. I used the most updated version of Chrome, which you said was the best. But I can try Safari later.
3. I will give this a try.
Thank you for th time. I will get back to you on a day when I can do the testing.
This is by far the worst problem any such system can have, happened to me again after type a very thoughtful note from a meeting, hit enter, everything disappeared, undo or cmdz did not work. Very, very bad problem.
I apologize for repeating this message, but I need to say this with each thread so that they see this.
If HubSpot is the company they claim to be… THIS CAN NOT CONTINUE, as it is an ENORMOUS part of thier offering. The ability to send emails, take notes, etc… inside the platform.
“You never have to leave the platform”… well, that is, unless you’re going to type something, In which case, you are better off leaving the platform, b/c there’s a decent chance the platform ITSELF will erase your email/notes/etc… things you can’t re-do with any ease, or sometimes at all (notes).
It’s honestly a joke, with the price/cost.
Hubspot. It’s been YEARS with this issue. FIX IT, or start sending refunds for making our jobs HARDER not easier.
This is happening to multiple members of my team. I’ve personally experienced this twice just in the last week. Awful customer experience, especially since it seems to occur on the longer notes. Today I was 15 minutes into typing when it wiped. I know we all have busy schedules, and retyping extensive notes is not something I or my fellow teammates have time for. Please fix.
I apologize for repeating this message, but I need to say this with each thread so that they see this.
If HubSpot is the company they claim to be… THIS CAN NOT CONTINUE, as it is an ENORMOUS part of thier offering. The ability to send emails, take notes, etc… inside the platform.
“You never have to leave the platform”… well, that is, unless you’re going to type something, In which case, you are better off leaving the platform, b/c there’s a decent chance the platform ITSELF will erase your email/notes/etc… things you can’t re-do with any ease, or sometimes at all (notes).
It’s honestly a joke, with the price/cost.
Hubspot. It’s been YEARS with this issue. FIX IT, or start sending refunds for making our jobs HARDER not easier.
I apologize for repeating this message, but I need to say this with each thread so that they see this.
If HubSpot is the company they claim to be… THIS CAN NOT CONTINUE, as it is an ENORMOUS part of thier offering. The ability to send emails, take notes, etc… inside the platform.
“You never have to leave the platform”… well, that is, unless you’re going to type something, In which case, you are better off leaving the platform, b/c there’s a decent chance the platform ITSELF will erase your email/notes/etc… things you can’t re-do with any ease, or sometimes at all (notes).
It’s honestly a joke, with the price/cost.
Hubspot. It’s been YEARS with this issue. FIX IT, or start sending refunds for making our jobs HARDER not easier.
This is still happening. It seems to be to be related to double-enter - ie when I hit enter twice quickly to create a line space between paragraphs. Seem less likely to happen if I hit return twice more slowly. I am also using Chrome, but it does not happen in any other sotfware. Hubspot needs to investigate this properly rather than asking for users to send videos of it happening and claiming there’s no prob if you can’t show it to them. The users’ descriptions of the problem are pretty consistent.
I am experiencing something similar to what you are describing.
I will choose a template, start typing in the body of the email to personalize it..
And the first word I would type - let’s say it’s “please”, will appear as Peasel. I noticed it will basically type two characters correctly, then move a step back, and type everything else before the second letter. This is the most annoying thing I experienced. It is such a waste of time!!
Do you think you have some kind of autocorrect on so it misspells every
time? My issue is different - the entire body of text disappears when I
hit “return” and there is no way to video-share it because there is nothing
consistent to report when it’s going to happen. It can stop for two months
and then start up again for one email. It does not matter if it’s in a
company record or an individual record. And it still happens.
That makes sense as I pretty much only hit return when I’m starting a new
paragraph, two clicks!
Sure would be nice to see this solved. There seem to be a lot of poeple
with this issue.