Jul 26, 2021 9:58 PM
I recently started using Hubspot Sales CRM both online and downloaded the sales add in for Outlook 2019. I am not able to log into the Hubspot sales add in on Outlook. Since experiencing issues I have read all of the online threads, unistalled/reinstalled, and tried other trouble shooting requests. Not sure if the Hubspot for Windows pane has any correlation with the Outlook issue, but I cannot seem to get this product working and need help. Below is what I am seeing on my screen...
Jul 27, 2021 10:43 AM
Jul 28, 2021 12:24 AM
Jul 28, 2021 3:14 AM - edited Jul 28, 2021 3:29 AM
I have the exact same issue, but I suspect very strongly that this is linked to the European AWS server, eu1 (app-eu1.hubspot.com). Previously, that means last week, I was still using the US server (app.hubspot.com) and everything worked normally. Then I switched accounts to the European server (by creating a new account) and since then the extension doesn't work as described above. I'm sure it's a HubSpot issue, because I asked a colleague, who never had previously installed the extension nor HubSpot to install everything, and he has the same issue. Thanks in advance for clearing this up.
Jul 28, 2021 4:00 AM
I also have the same issue and spent hours trying to fix it - no chance. I also use Outlook 2019 - in the app it doesn't say that 2019 is supported, but older versions untill 2016.
The integration worked perfectly until yesterday, when I was logged in with my gmail address. Yesterday I switched my account to my corporate email and since then it doesn't work. Also before yesterday I didn't get a popup for the beta version (see screenshot). Also I can't select any/change the account in the right screenshot picture, nor log in (red marked field).
Hence I am never logged into Hubspot in Outlook.
Jul 29, 2021 6:19 AM
Thank you @samiabid for trying to help here.
Thank you for reaching out.
I want to make sure I understand exactly what's happening here. If I understand correctly, you get within Outlook, the side panel is asking you to log in, and it does not work? Is that correct? Is there an error message at that moment?
Can someone explain step by step what is happening? If you can make a video out of it that would be helfpul as well (loom.com is very easy to use). You can send it to me via DM.
I understand you have tried multiple troubleshooting steps before, but can you confirm you have tried this? (if not, can you follow the steps and see what's happening?)
Jul 31, 2021 4:28 AM
For me, it's very straightforward. Everything works fine when I log on to an account on the US AWS (app.hubspot.com). When I log on to an account in Europe (app.eu1.hubspot.com), it doesn't work. What happens in the background I don't know, but after I log on to the app.eu1.hubspot.com account it's as if I'm not logged in properly, or never logged in. This doesn't happen if I log on to the US account.
Aug 2, 2021 10:23 AM
As mentioned above, I can confirm that I have no issues when using my US account, but only when using my EU account the Outlook Sales Extension doesn't log on properly. Somehow the Outlook extension doesn't find the EU system.
Aug 3, 2021 3:46 AM
Thank you for your reply and sorry for the little delay here!
Aug 3, 2021 8:35 AM - edited Aug 3, 2021 8:36 AM
At least for me, I solved my own problem. As mentioned, I set up identical accounts on the US and the EU systems. However, while still keeping the US Hubspot account, I deleted all users and just kept the administrator account (super user, with an administrator userid and pw).
The problem was solved once I added the users to the US system. The resolution of the problem is that users (with their userids as their email addresses) need to be added to both systems (US and EU) for the Outlook extension to work properly. In the extension, one can choose which system to use.
Now everything works as expected and there are no issues, and is no confusion regarding the systems.
Thanks for putting up with my comments / replies.
Aug 10, 2021 5:57 AM
1. Clicked on HubSpot Sales "Anmelden" = Log in
2. When logging in it mentions that IE 11 is no longer supported. I already uninstalled IE 11 and use Edge instead. (Again all worked while I was using my gmail address, but doesn't with my own company email.)
3. After logging-in this window appears:
4. When sending Email it says that email can't be tracked. Do you want to send anyway -> yes.
5. Logging isn't recalled.
I hope that helps.
Aug 11, 2021 3:41 AM
Thank you for your reply.
After investigating we realized there indeed was an issue in our side due to the implementation of our new EU data centre - this has now been fixed and you should be able to use the plugin now - let me know.
Aug 11, 2021 4:07 AM
Glad to hear! Thank you for your patience on this