Attachments not showing in notes

[Code6]

Dear Community,

I hope this message finds you well. I wanted to bring to your attention an issue I've been experiencing with some of my notes. When I tap on the note, it indicates that there are 3 attachments included, but when I tap to view them, they do not appear. This seems to only be happening with older notes; the newer ones seem to be functioning properly. I was wondering if anyone else has experienced this issue or if there is a way to resolve it. Any help or guidance would be greatly appreciated.

Thank you in advance for your time and assistance.

[kvlschaefer]

Hi @Code6,

Thanks for reaching out to the Community!

I wanted to share this troubleshooting help doc for the mobile app. I would recommend trying out the suggested steps to see if this resolves this issue. 

Can you try them out and check if the problem remains? 

Thank you!

Best,

Kristen

[Code6]

I apologize for the inconvenience, I have try reset the app, but it seems that I am unable to view attachments in either the app or on the web. When attempting to expand the attachments in the app, they do not appear, as if they were never attached. On the website, I am unable to see the attachments at all. I have tried various methods to troubleshoot this issue, but have been unsuccessful. Is there any way that this issue could be resolved? Thank you for your assistance.

[kvlschaefer]

Hi @Code6,

Thank you for reaching back out and for sharing the screenshots!

Can you please share which troubleshooting methods you have tried so far?

Can you also confirm that you have followed the steps in the troubleshooting article I shared with you in addition to clearing the cache on your desktop? 

Thank you!

Best,

Kristen 

[Code6]

Hi,

I've tried all in this link for mobile app

https://knowledge.hubspot.com/mobile/troubleshoot-hubspot-mobile-app

and for desktop, i'm running it in incognito mode so there aren't any cache.

[kvlschaefer]

Hi @Code6,

Thank you for the further information. This is strange indeed!

Can you please provide a screenshot of your notes permissions in your account please? 

Can you also provide a screen recording of this behavior from your desktop?

Thank you!

Best,

Kristen

[Code6]

Hi,

mobile video:

https://www.dropbox.com/s/0tbq1ljl6wb9l6r/mobile.mov?dl=0

Note: In the video, I demonstrate that when I tap on the first note, it appears that there are three attachments, but upon further inspection, no files are actually attached. On the other hand, when I tap on the second note, it indicates that there are four attachments and upon opening, four images are displayed.

desktop video

https://www.dropbox.com/s/d335r8m2aaj32c2/desktop.mov?dl=0

Note: In this video, I am clicking on the same note as demonstrated in the mobile video, but when viewed on a desktop, the first note does not indicate that there are three attachments, unlike the mobile app.

User account permission

[kvlschaefer]

Hi @Code6,

Thank you for the detailed description and videos! 

In order to investigate this further, can you provide me with the following information regarding your mobile device and HubSpot app, please? 

• iOS or Android operating system?
• What is the make and model of your device (e.g. Samsung, Motorola, iPhone?
• What is your mobile device's operating system? (e.g. iOS 13.3)?
• Which HubSpot mobile app version do you have?

Thank you!

Best,

Kristen

[Code6]

• iOS or Android operating system?
  • iOS
• What is the make and model of your device (e.g. Samsung, Motorola, iPhone?
  • Apple
• What is your mobile device's operating system? (e.g. iOS 13.3)?
  • 16.2
• Which HubSpot mobile app version do you have?
  • 4.8.0

[kvlschaefer]

Hi @Code6,

Thank you for your patience while I was looking into this! 

The reason you are not able to view attachments on the note from June 30th on your desktop is that a user in your account deleted the attachment from it. 

I'll follow up with you via private message with a screenshot.

All the best,

Kristen