Login help needed - pop up is blank

[kezi]

Have been using hubspot for years with desktop application for outlook, but the last week when ever I try to log in this is the screen I get??? 

Have uninstalled & reinstalled without success.......

[FMennella]

is reinstalling the OS really the only solution? by the way i did reinstall the OS on my laptop that's why i'm having this problem can the hubspot people do something and help here?????

[kvlschaefer]

Hi @FMennella,

I'm sorry for any business impact this may be causing.

I would recommend connecting with HubSpot Technical Support, as Support is included in your subscription and they will be able to provide real-time assistance for this matter, where you are able to share screenshots and further information about this.

Thank you,
Kristen

[JenniferErena]

Hi Kezi, 

Did you figure out what happened?  How did you resolve?  I have a user experiencing this same thing.

Thanks, Jennifer

[kezi]

I have uninstalled all HubSpot & currently the PC is in for a factory reset.
Never got it sorted, sorry I cannot shed any light on the issue.
I will see how I go once I get it back & reinstalled

[kezi]

Hi Kristen,

Disabled everything in extensions. No luck - had already tried all of the trouble shooting without any success. I have spent far too many frustrating hours on this.... 

Totally at whits end

Kez

[kvlschaefer]

Hi @kezi,

My apologies for the frustration the plug-in has caused.

May you confirm this is the correct plugin/extension you are installing? I can see that you have an Office 365 connection so we'll want to make sure that the correct extension is installed as the incorrect one can cause this error. 

Can you also confirm that HubSpot Sales Office 365 add-in and the HubSpot Sales Outlook desktop add-in are not both installed on your device?

Thank you!

Best,

Kristen

[kezi]

Only Office 365 add in is installed

[kvlschaefer]

Thanks for reaching back out, @kezi!

Would you be able to confirm if you are using a Mac or a Windows computer device? 

Can you also please share which internet browser you are using? 

Thanks!

Kristen

[MButler6]

I am having the same issue, tried all the above.  I don't see a resolution here.

[kezi · Accepted solution]

I took the computer in for a complete reinstall…..
Now it’s working as it should.
Extreme I know but I was over trying to fix the issue – as I NEED to track my emails 😊

[kvlschaefer]

Hi @kezi,

I'm glad to hear you were able to resolve this on your end! Sometimes rebooting a computer is all we need! (Isn't it funny how technology can be like that!?) Thanks for sharing this solution with us 🙂

Best,

Kristen

[kezi]

The computer wasn't just 'rebooted' it went in for a complete rebuild - everything deleted & reinstalled!!!!!!!!!!!!!!!!!!
At the cost of $300 & the loss of 2 days of work & plenty of inconvenience

[kvlschaefer]

Hi @kezi, 

I'm really sorry to hear that! 
You're correct that this wasn't a reboot indeed. 😔

I apologize for any data or business impact this tracking issue caused.

Best,

Kristen  

[kvlschaefer]

Hi @kezi,

Thank you for reaching out!

Could you try disabling all the other add-ins in the browser and ad blockers, leaving HubSpot enabled, then see if it works. That could be a conflict with another extension. If it does, re-enable the add-ins one-by-one to see which one is causing the problem.

If that doesn't work, can we have you go through these steps in this troubleshooting article? 

Thank you!

Best,

Kristen