Chrome extension problem

New Contributor

Dear HubSpot Team!

 

We are evaluating your product to verify if it is suitable for us or not.

Everything looks fine, except the email logging.

 

When I am simultaneously checking the Log in CRM and Track email options the email does not appear at the CRM contact. When I choose only the Log in CRM option, I can see the email in the CRM.

Do you have a clue what is the problem with that?

 

Thank you very much!

BR,

Peter

 

p.s. Chrome version number: 55.0.2883.87 m

 

Some screeshots are attached:

 

 

Capture.JPG

 

Reply
0 Upvotes
5 Replies 5
Community Manager

Hi @ptolgyesi, thank you for reaching out.

 

In order to troubleshoot this further, I do have a couple of tests that I'd like you to perform, if you don't mind.

 

First, could you try uninstalling the Chrome extension, reinstalling it, logging back in and trying to log/track an email once again? 

 

If the issue still persists after this, could you send me a PM with the following information:

 

1. Example email that was not logged (where both Log in CRM and Track Email boxes were checked) with:

 

- A screenshot of the email in your "sent" folder with the sender, recipient, and BCC fields visible

- The message headers (either copy/pasted or in a .txt file) 

- A link to the contact record where the email should have been logged

 

2. Example email that was logged (where only the Log in CRM box was checked) for the same contact, with the same information as no. 1. 

 

This information will allow me to dig further into the issue in order to investigate what might be preventing you from simultaneously tracking and logging emails.

 

Thank you,

May

Reply
0 Upvotes
Highlighted
New Contributor

Hi May,

I've tried the uninstall/isntall process, but it did not help me.

So I am sending you the requested materials.

This is the Example 1. mail, which was not logged.

I will send the Example 2. in the next mail. 

 

Regards,

Peter

 

sent mail screenshot.JPG

 

The contact is https://app.hubspot.com/sales/2822515/contact/351/

 

Original message:

MIME-Version: 1.0
Received: by 10.237.60.251 with HTTP; Wed, 8 Feb 2017 03:04:09 -0800 (PST)
Bcc: 2822515@bcc.hubspot.com
Date: Wed, 8 Feb 2017 12:04:09 +0100
Delivered-To: t.petya@gmail.com
X-Gmail-Original-Message-ID: <CAA4QVLhGYkRTMiaxb4k1Shk9pn+aU6ZLZEjAAdeTDPaOxh1k7A@mail.gmail.com>
Message-ID: <CAA4QVLhGYkRTMiaxb4k1Shk9pn+aU6ZLZEjAAdeTDPaOxh1k7A@mail.gmail.com>
Subject: CRM email test
From: =?UTF-8?B?VMO2bGd5ZXNpIFDDqXRlcg==?= <peter.tolgyesi@cclab.hu>
To: =?UTF-8?Q?Attila_Bord=C3=A1s_=2D_EverIT?= <attila.bordas@everit.biz>
Content-Type: multipart/alternative; boundary=001a11c00b36e89db9054802d218

--001a11c00b36e89db9054802d218
Content-Type: text/plain; charset=UTF-8
Content-Transfer-Encoding: quoted-printable

Hi Atesz!

This is another test email again.

You do not have to reply!

BR,
P


--=20

*T=C3=B6lgyesi P=C3=A9ter*
Projektvezet=C5=91 | Project manager

 

+36 20 524 0701 | peter.tolgyesi@cclab.hu <peter.tolgyesi@cclab.hu>

*CCLab Kft.*
1137 Budapest, Katona J=C3=B3zsef utca 17. III. em. 2.
http://cclab.hu I info@cclab.hu

--001a11c00b36e89db9054802d218
Content-Type: text/html; charset=UTF-8
Content-Transfer-Encoding: quoted-printable

<div dir=3D"ltr"><div class=3D"gmail_default" style=3D"font-family:trebuche=
t ms,sans-serif;color:#000000">Hi Atesz!</div><div class=3D"gmail_default" =
style=3D"font-family:trebuchet ms,sans-serif;color:#000000"><br></div><div =
class=3D"gmail_default" style=3D"font-family:trebuchet ms,sans-serif;color:=
#000000">This is another test email again.</div><div class=3D"gmail_default=
" style=3D"font-family:trebuchet ms,sans-serif;color:#000000"><br></div><di=
v class=3D"gmail_default" style=3D"font-family:trebuchet ms,sans-serif;colo=
r:#000000">You do not have to reply!</div><div class=3D"gmail_default" styl=
e=3D"font-family:trebuchet ms,sans-serif;color:#000000"><br></div><div clas=
s=3D"gmail_default" style=3D"font-family:trebuchet ms,sans-serif;color:#000=
000">BR,</div><div class=3D"gmail_default" style=3D"font-family:trebuchet m=
s,sans-serif;color:#000000">P</div><br clear=3D"all"><div><br></div>-- <br>=
<div class=3D"gmail_signature" data-smartmail=3D"gmail_signature"><div dir=
=3D"ltr"><div><div dir=3D"ltr"><br><div><div style=3D"font-size:12.8px"><di=
v><font face=3D"trebuchet ms, sans-serif" color=3D"#3d85c6"><b><font>T=C3=
=B6lgyesi P=C3=A9ter</font></b><br></font></div><div><font face=3D"trebuche=
t ms, sans-serif" color=3D"#3d85c6">Projektvezet=C5=91 | Project manager</f=
ont></div><div><font face=3D"trebuchet ms, sans-serif" color=3D"#3d85c6"><b=
r></font></div><font color=3D"#3d85c6"><img src=3D"http://www.cclab.hu/imag=
es/css/cc_logo_transparent.jpg" width=3D"96" height=3D"28"><br></font></div=
><div style=3D"font-size:12.8px"><font face=3D"trebuchet ms, sans-serif" co=
lor=3D"#3d85c6"><br></font></div><div style=3D"font-size:12.8px"><font face=
=3D"trebuchet ms, sans-serif" color=3D"#3d85c6">+36 20 524=C2=A00701=C2=A0|=
<a href=3D"mailtoSmiley Tongueeter.tolgyesi@cclab.hu" target=3D"_blank">=C2=A0peter.to=
lgyesi@cclab.hu</a></font><div><b><font face=3D"trebuchet ms, sans-serif" c=
olor=3D"#3d85c6"><br></font></b></div><div><font face=3D"trebuchet ms, sans=
-serif" color=3D"#3d85c6"><b>CCLab Kft.</b><br>1137 Budapest,=C2=A0Katona J=
=C3=B3zsef utca 17. III. em. 2.</font></div></div><div style=3D"font-size:1=
2.8px"><font face=3D"trebuchet ms, sans-serif" color=3D"#3d85c6"><a href=3D=
"http://cclab.hu" target=3D"_blank">http://cclab.hu</a>=C2=A0I=C2=A0<a href=
=3D"mailto:info@cclab.hu" target=3D"_blank">info@cclab.hu</a></font></div><=
/div></div></div></div></div><img src=3D"http://t.sidekickopen69.com/e1t/o/=
5/f18dQhb0S7ks8dDMPbW2n0x6l2B9gXrN7sKj6v4fhjlW3M2sql7fRRKFW1qMvWz2zlZNzW6kB=
_bh1k1H6H0?si=3D4736657391747072&amp;pi=3Dab28b47d-7e99-4594-9628-0f5ce7e69=
0b1" style=3D"display:none!important" height=3D"1" width=3D"1"></div>

--001a11c00b36e89db9054802d218--

 

 

 

Reply
0 Upvotes
New Contributor

Hi May,

 

You can find the data for Example 2 mail below.

 

BR,

Peter

 

sent mail screenshot2.JPG

 

 

Contact URl (the same): https://app.hubspot.com/sales/2822515/contact/351/

 

Original message:

MIME-Version: 1.0
Received: by 10.237.60.251 with HTTP; Wed, 8 Feb 2017 03:33:23 -0800 (PST)
Bcc: 2822515@bcc.hubspot.com
Date: Wed, 8 Feb 2017 12:33:23 +0100
Delivered-To: t.petya@gmail.com
X-Gmail-Original-Message-ID: <CAA4QVLhneBxdz2g=FiM5bEUvPPvKCgJY4E+jKbGqc-Q86XdhVA@mail.gmail.com>
Message-ID: <CAA4QVLhneBxdz2g=FiM5bEUvPPvKCgJY4E+jKbGqc-Q86XdhVA@mail.gmail.com>
Subject: CRM email test 2
From: =?UTF-8?B?VMO2bGd5ZXNpIFDDqXRlcg==?= <peter.tolgyesi@cclab.hu>
To: =?UTF-8?Q?Attila_Bord=C3=A1s_=2D_EverIT?= <attila.bordas@everit.biz>
Content-Type: multipart/alternative; boundary=001a114352107827230548033b32

--001a114352107827230548033b32
Content-Type: text/plain; charset=UTF-8
Content-Transfer-Encoding: quoted-printable

Hi Atesz!

This is probably the last test email today.

You do not have to reply!

BR,
P


--=20

*T=C3=B6lgyesi P=C3=A9ter*
Projektvezet=C5=91 | Project manager

 

+36 20 524 0701 | peter.tolgyesi@cclab.hu <peter.tolgyesi@cclab.hu>

*CCLab Kft.*
1137 Budapest, Katona J=C3=B3zsef utca 17. III. em. 2.
http://cclab.hu I info@cclab.hu

--001a114352107827230548033b32
Content-Type: text/html; charset=UTF-8
Content-Transfer-Encoding: quoted-printable

<div dir=3D"ltr"><div class=3D"gmail_default" style=3D"font-family:&quot;tr=
ebuchet ms&quot;,sans-serif;color:rgb(0,0,0)"><div class=3D"gmail_default" =
style=3D"font-size:12.8px">Hi Atesz!</div><div class=3D"gmail_default" styl=
e=3D"font-size:12.8px"><br></div><div class=3D"gmail_default" style=3D"font=
-size:12.8px">This is probably the last test email today.</div><div class=
=3D"gmail_default" style=3D"font-size:12.8px"><br></div><div class=3D"gmail=
_default" style=3D"font-size:12.8px">You do not have to reply!</div><div cl=
ass=3D"gmail_default" style=3D"font-size:12.8px"><br></div><div class=3D"gm=
ail_default" style=3D"font-size:12.8px">BR,</div><div class=3D"gmail_defaul=
t" style=3D"font-size:12.8px">P</div></div><br clear=3D"all"><div><br></div=
>-- <br><div class=3D"gmail_signature"><div dir=3D"ltr"><div><div dir=3D"lt=
r"><br><div><div style=3D"font-size:12.8px"><div><font face=3D"trebuchet ms=
, sans-serif" color=3D"#3d85c6"><b><font>T=C3=B6lgyesi P=C3=A9ter</font></b=
><br></font></div><div><font face=3D"trebuchet ms, sans-serif" color=3D"#3d=
85c6">Projektvezet=C5=91 | Project manager</font></div><div><font face=3D"t=
rebuchet ms, sans-serif" color=3D"#3d85c6"><br></font></div><font color=3D"=
#3d85c6"><img src=3D"http://www.cclab.hu/images/css/cc_logo_transparent.jpg=
" width=3D"96" height=3D"28"><br></font></div><div style=3D"font-size:12.8p=
x"><font face=3D"trebuchet ms, sans-serif" color=3D"#3d85c6"><br></font></d=
iv><div style=3D"font-size:12.8px"><font face=3D"trebuchet ms, sans-serif" =
color=3D"#3d85c6">+36 20 524=C2=A00701=C2=A0|<a href=3D"mailtoSmiley Tongueeter.tolgye=
si@cclab.hu" target=3D"_blank">=C2=A0peter.tolgyesi@cclab.hu</a></font><div=
><b><font face=3D"trebuchet ms, sans-serif" color=3D"#3d85c6"><br></font></=
b></div><div><font face=3D"trebuchet ms, sans-serif" color=3D"#3d85c6"><b>C=
CLab Kft.</b><br>1137 Budapest,=C2=A0Katona J=C3=B3zsef utca 17. III. em. 2=
.</font></div></div><div style=3D"font-size:12.8px"><font face=3D"trebuchet=
ms, sans-serif" color=3D"#3d85c6"><a href=3D"http://cclab.hu" target=3D"_b=
lank">http://cclab.hu</a>=C2=A0I=C2=A0<a href=3D"mailto:info@cclab.hu" targ=
et=3D"_blank">info@cclab.hu</a></font></div></div></div></div></div></div><=
/div>

--001a114352107827230548033b32--

Reply
0 Upvotes
Community Manager

Hi @ptolgyesi, thanks so much for this information.

 

One thing to note before I begin investigating this - I'm not actually seeing any of the emails above logged in the contact's timeline, neither no. 1 nor no. 2. Are you seeing any emails in Attila's timeline for Feb. 8th?

Reply
0 Upvotes
New Contributor

You are right!

There is nothing about my second email.

BR,

Peter

Reply
0 Upvotes