Sales Email

MiaSrebrnjak
Gerente da Comunidade
Gerente da Comunidade

Text disappears in CRM Email during typing

Dear Community, 

 

We've received reports from customers about their text/email draft disappearing when they're creating a new 1:1 email in the CRM. We've consolidated your posts here to make sure we're addressing them in one place. As of June 2022, these are still the recommended next steps: 

 

 

"We understand that losing a draft that you've been working on is frustrating, but it's hard for our technical team to investigate this further without a well-documented example. I haven't been able to reproduce this on my end and after checking our internal records, I haven't seen an increase in reports about this behavior from other customers or HubSpotters, who are also using the software daily. 

 

It would therefore be best to provide a well-documented example of this behavior for our Support team, who can then proceed to investigate this issue in your HubSpot account. In your ticket, please include: 

  • a link to the CRM record where this happened,
  • a list of steps you took when creating the draft (e.g., 1. I navigated to John's contact record, 2. Clicked on the Note symbol under the contact name 3. Started drafting the note 4. Navigated to other pages or tabs to copy infomation 5. Pasted the information into the note 6. Text disappeared
  • specifics about your web browser environment: browser version, active extensions, 
  • ideally, a screen recording of the behavior and a HAR file & Console logs, so our team is able to look into the network requests that your browser is generating.

If this is affecting multiple users on your team, it would be very helpful to collect their examples as well.

 

 

I checked existing Support tickets and reports from my co-workers with similar behavior in the past year and a half and found that in most cases, users were able to link this behavior to an unstable internet connection: because the connection was interrupted, the draft they were working on was only saved in the temporary browser cache storage, but not in the cloud. There are a few online tools where you can check your internet stability to see if this could be the reason, here's one

 

If the internet connection is stable and there are no interfering browser extensions, the expected behavior is that a draft will be saved automatically, even if you open a different tool or refresh the page as you can see in this GIF: 

Note.gif

 

We're commited to providing a good user experience and we would really appreciate your help in collecting the necessary data to investigate this behavior. Thank you!"

 

Mia, Community Team 


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49 Respostas 49
OHayman
Membro

Text disappears in CRM Email during typing

Just happened to me. I was copying and pasting a few sections and moving them arouund. And then everything deleted and can't get it back.

0 Avaliação positiva
CamF
Participante

Text disappears in CRM Email during typing

This just happened to me.  I spent an hour putting together an email and it vanished.  I recall hitting enter and probably holding down the shift key (or another key) and it's gone.  I refreshed the page - nothing.  

Also, typing an email in the CRM (or a snippet, or template or note) is just super buggy.  The cursor jumps around, so as you are typing a sentence, the cursor suddenly jumps up to a an earlier sentence and continues typing in that sentence.  Which results in gibberish. 

The email is unusable.  From the typing bugs to the disappearing emails, it's an incredible frustrating waste of time.   Seriously considering returning to Front App.  Never had these issues.  

PLearning
Participante

Text disappears in CRM Email during typing

This definitely keeps happening for us. In the day of google, etc. -- to not have an undo or previous version saved is incredibly disappointing. 

0 Avaliação positiva
JCiarlello
Membro

Text disappears in CRM Email during typing

This has happened to me THREE times today 😞
At this point I just need to use my gmail to create new emails bc 1 off emails in the crm keep getting deleted when I hit the "return" button.

0 Avaliação positiva
DianaGomez
Gerente da Comunidade
Gerente da Comunidade

Text disappears in CRM Email during typing

Hi @JCiarlello , thank you for reaching out! If you are still running into this issue, 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,
Diana


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BEN007
Membro

Text disappears in CRM Email during typing

Hi,

 

Since a couple of days, it happens all the time that in the middle of writing an email within the CRM, suddenly the text disappears and have to start all over again. 

 

Could you please check what's going on here?

 

Awaiting yr reply.

 

 

KSenette4
Colaborador(a) | Parceiro Diamante
Colaborador(a) | Parceiro Diamante

Text disappears in CRM Email during typing

I actively avoid typing emails and notes directly into the CRM because of this problem. Whenever I decide to give it a go and take call notes in the record, I get punished for this decision by losing all my notes at some point as I am typing/editing.

 

I do not tie this issue to internet, but like many folks tie it to hitting enter twice. It is incredibly frustrating and I hope this can be addressed!

0 Avaliação positiva
PLearning
Participante

Text disappears in CRM Email during typing

Same thing happened today -- I used enter and my fully crafted email disappeared. It started because when I hit enter, HS duplicated text three times. I then went to delete the oddly added duplicated text. When I did it reverted back to the very intial typing. Ugh. This continues to happen to me and my colleagues. 

0 Avaliação positiva
MBauer7
Colaborador(a)

Text disappears in CRM Email during typing

Hubspot!  Deleted emails are happening more and more within!  What are you doing to address this?  It happens any time I create an email from scratch and hit enter twice to start a new paragraph.  It erases everything and there is NO way to "un-do" on my mac.  I'm using Monterrey with the latest mac on chrome.  This is getting to a point of ridiculous!  It happened to me 4 times yesterday!

AVeysey
Participante

Text disappears in CRM Email during typing

this has just happened t ome too, SO frustrating, how can we 'un-do' ? ? 

MBauer7
Colaborador(a)

Text disappears in CRM Email during typing

There is no "un-do". They've told me there is, but it doesn't work. I've
been told when I click return twice to start a new paragraph, they've learn
if you instead hold down the shift key while hitting "return" it won't
delete everything. Of course, I type super fast and my brain doesn't think
to hit shift, but I'm trying.
MBauer7
Colaborador(a)

Text disappears in CRM Email during typing

...and it's still happening...  wherre is the fix?

NWolf
Membro

Text disappears in CRM Email during typing

I am experiencing something similar to what you are describing.

I will choose a template, start typing in the body of the email to personalize it..

And the first word I would type - let's say it's "please", will appear as Peasel. I noticed it will basically type two characters correctly, then move a step back, and type everything else before the second letter. This is the most annoying thing I experienced. It is such a waste of time!!

 

Noam 

0 Avaliação positiva
MBauer7
Colaborador(a)

Text disappears in CRM Email during typing

Do you think you have some kind of autocorrect on so it misspells every
time? My issue is different - the entire body of text disappears when I
hit "return" and there is no way to video-share it because there is nothing
consistent to report when it's going to happen. It can stop for two months
and then start up again for one email. It does not matter if it's in a
company record or an individual record. And it still happens.
0 Avaliação positiva
DAnderson57
Participante

Text disappears in CRM Email during typing

My problem is the same - though seems to happen when I hit return twice in quick succession to create a line space betwen paragraphs.

0 Avaliação positiva
MBauer7
Colaborador(a)

Text disappears in CRM Email during typing

That makes sense as I pretty much only hit return when I'm starting a new
paragraph, two clicks!

Sure would be nice to see this solved. There seem to be a lot of poeple
with this issue.
0 Avaliação positiva
DAnderson57
Participante

Text disappears in CRM Email during typing

This is still happening. It seems to be to be related to double-enter - ie when I hit enter twice quickly to create a line space between paragraphs. Seem less likely to happen if I hit return twice more slowly. I am also using Chrome, but it does not happen in any other sotfware. Hubspot needs to investigate this properly rather than asking for users to send videos of it happening and claiming there's no prob if you can't show it to them. The users' descriptions of the problem are pretty consistent.

0 Avaliação positiva
MBauer7
Colaborador(a)

Text disappears in CRM Email during typing

Happens all the time and they want us to capture it happening but of course there is no rhyme or reason to when it is going to happen.  SO frustrating.

michaelmyers312
Colaborador(a)

Text disappears in CRM Email during typing

I apologize for repeating this message, but I need to say this with each thread so that they see this.

 

If HubSpot is the company they claim to be... THIS CAN NOT CONTINUE, as it is an ENORMOUS part of thier offering.  The ability to send emails, take notes, etc... inside the platform.

"You never have to leave the platform"... well, that is, unless you're going to type something, In which case, you are better off leaving the platform, b/c there's a decent chance the platform ITSELF will erase your email/notes/etc... things you can't re-do with any ease, or sometimes at all (notes).

 

It's honestly a joke, with the price/cost. 

 

Hubspot.  It's been YEARS with this issue.  FIX IT, or start sending refunds for making our jobs HARDER not easier.

 

0 Avaliação positiva
BrittanyMeans
Participante

Text disappears in CRM Email during typing

This is happening to multiple members of my team. I've personally experienced this twice just in the last week. Awful customer experience, especially since it seems to occur on the longer notes. Today I was 15 minutes into typing when it wiped. I know we all have busy schedules, and retyping extensive notes is not something I or my fellow teammates have time for. Please fix.