Conversation stuck on spinning wheel sending (ALL BROWSERS)

[vicico]

I have a conversation stuck and there is a spinning wheel that appears on all browsers. It appears to be trying to send a conversation. It also appears to be blocking everything else. Help. 

[mrlim]

I am having a similar issue, starting yesterday when I replied to a conversation:

One of my conversations is stuck sending a reply, and it's been like this an entire day!

Doesn't matter which computer, phone, tablet, device or browser I log in to - stuck on all of them.

Can we get someone to assist with this ASAP?

We are evaluating HubSpot as we scale up, and hope this can be resolved in a timely manner.

[jennysowyrda]

Hi @mrlim,

If you are still experiencing this issue, can you please share what specific thread in your inbox this is happening with? 

Thank you,
Jenny

[mrlim]

The link to the conversation is:

https://app.hubspot.com/live-messages/4877699/inbox/24926932

It's been stuck now for several days.

[jennysowyrda]

Hi @mrlim ,

I have reached out to the team to have them work on this matter for you. Once I have an update or next steps, I will reach out. 

Thank you,
Jenny

[jennysowyrda]

Hi @mrlim ,

You should be all set now.

Thank you,
Jenny

[vicico]

Here is the video. 

https://www.dropbox.com/s/z0ybno91elej6lc/huspost%20issue.mov?dl=0

Here is the HAR

https://www.dropbox.com/s/vs7jgj5lzwyejt2/app.hubspot.com.har?dl=0

[jennysowyrda · Accepted solution]

Hi @vicico,

Thank you! I have found a similar issue with the Support team that they have resolved, so I can put through a request to have that push fixed to your portal. I did notice your email address is associated with multiple portals. To ensure that I am resolving this issue in the right portal do you mind confirming your portal ID either through here or direct message? 

Thank you,
Jenny

[bradsorour]

Hello, is there is fix for this?

This is becoming an ongoing problem for us (and we're also in the process of evaluating the software).

The same problem persists, for all users, on all browsers - some conversations (not all) will get stuck with the spinning wheel sending. The only option is to wait for a timeout and then delete the message. Support can't seem to help either - they just ask if we have cleared the cache...

[jennysowyrda]

Hi @bradsorour,

The conversations that are stuck can be manually deleted from your portal. Additionally, it is something the team is aware of. 

If you are still experiencing this, can you please direct message me your ticket number with Support and I will ensure this issue is handled.

Thanks,
Jenny

[lgd]

Same problem here.

All conversations seem stuck.

Is there anything I can do on my side?

[jennysowyrda]

Hi @lgd,

If you can share a screenshot and confirm you're seeing this across multiple browsers/after clearing your cache, I can investigate this matter further with the technical support team.

Thanks,
Jenny

[lgd]

Hi Jenny,

Thanks for your message. I did try in several browsers and confirm that despite clearing cache, problem is still there. I will send you a screenshot separately.

This is indeed a pretty annoying bug, happening just as I started to evaluate the product!

I will send you the screenshot in PM.

Thanks,

laurent

[jennysowyrda]

Thanks @lgd!

I am sorry for any frustrations this is causing; I can assure you that because this is something the support team has handled in the past, they can resolve this issue for you! 🙂 

I will reach out once I have an update.

Thanks,
Jenny

[lgd]

Hi Jenny @jennysowyrda, 

Still stuck on spinning wheel, any update?

Best regards,

laurent

[jennysowyrda]

Hi @lgd,

I just checked in with Support team for an update! Sorry that this is still happening for you; I will reach out as soon as I have an update 🙂 

Thanks,
Jenny

[jennysowyrda]

Hi @lgd,

Just wanted to let you know the thread should no longer be stuck in sending.

Thank you again for your patience and cooperation here! 🙂 

[vicico]

I am looking at signing up for the paid service. Unfortunately, that was the only time I was able to get help with this issue. No one was helping me until the salesman forced the team to help. The idea is to get someone on the phone because they need to fix it internally. Not a comforting experience. 

[vicico]

Thanks the company is VICI CO

[jennysowyrda]

HI @vicico,

Is this issue still occuring? Are other users experiencing the same issue? 

Thanks, 
Jenny

[vicico]

Yes still happening. Let me know if you need more details.