Can't track or log emails sent through Gmail extention

[ILuckutė]

I ran into issue that every other email that I send or receive can't be tracked or even logged into Hubspot CRM. "Log email" button is unactive and says "Tracking and logging information will be available after this email sends.".

It is quite frustrating that around 50 % of emails that I send or receive are not visible in my Hubspot CRM.

I tried to use Hubspot support, but it was useless, with every conversation message they asked me to make more screenshots and thats it, problem wasn't even tried to be resolved. I tried to uninstall and reinstall Hubspot extention, that didnt help. Also, I noticed that logging doesn't depend on the domain. Some of the emails with same domain are loggable and some of them not. I am interested if any other users ran into same problem and maybe found a solution.

[ILuckutė]

Looks like this

[TomM2]

Hey @ILuckutė extensions contain a massive amount of variables that may cause issues, these are generally all local to your machine so adding additional context helps in troubleshooting. As much as I dislike HubSpot support these days, I would definitely advise sending them the screenshots requested, as drawn out as this may be, as it will help the developers or level 2 support troubleshoot this more effectively. If you're struggling with a back and forth with HubSpot support, I'd advise just being upfront with them about how frustrating it is and asking them for a single request on all the information they need. 

It's hard to say for sure without seeing your instance, however my best guess would be either your browser isn't correctly allowing cookies, your portal isn't connected correctly or your gsuite instance doesn't have the correct permissions to allow an extension. 

A few things we could do to test this: 

1. If you allow the HubSpot sales extension in chrome incognito, then log into your mail in incognito does this issue persist? 

2. Does this happen on chrome on other devices? 

3. If you disconnect and reconned your sales extension does this continue? 

4. If you don't manage your gsuite account yourself, have you contacted your IT team/gsuite admin to troubleshoot further? 

[ILuckutė]

Thanks, Tom, for your reply,

Now I can see that "Log email" button is still unactive and says "Tracking and logging information will be available after this email sends.", but when I check Hubspot CRM -  those emails are being tracked... Very strange.

[TomM2 · Accepted solution]

That is strange, the phrasing of that warning kind of makes me believe this may actually just be confusing copy used by HubSpot. 

@MiaSrebrnjak would you be able to check with the product team for more information on this warning? 

Right now is appears that the warning "Tracking and logging information will be available after this email sends" would mean that the current email will not be tracked. The "log email" button is inactive when this happens which also points to this. I haven't seen this issue or seen this warning before so I'd love to find out if there has been an update and if the assumption that he current email will not be logged is correct here! 

[MiaSrebrnjak]

Thanks for the ping @TomM2 and apologies for the late reply @ILuckutė! 

The option to log emails in the CRM retroactively is a new feature that was introduced last year and allows you to edit associations after an email has been sent: 

According to the documentation, this feature only works with emails that you've sent from your inbox and not for new incoming emails.

I'd therefore say that the feature being grayed out / not working in examples that you've shared is expected behaviour as those are new incoming emails? I, however, agree with Tom that the error message / copy is confusing. I'll share this feedback with the team.

I also wanted to mention that after connecting a personal email to HubSpot not all emails in your inbox will sync with the CRM automatically. The only emails that will log are outgoing emails (if automatic logging is on) and replies to those emails (read more here😞 

 

I hope this helps! 

Cheers
Mia, Community Team