Text disappears in CRM Email during typing

BEN007
Member

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.

 

 

37 Replies 37
michaelmyers312
Contributor

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 Upvotes
MBauer7
Participant

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
Contributor

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 Upvotes
MiaSrebrnjak
Community Manager

Hi everyone, 

 

Thank you for contributing to this thread. 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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DAnderson57
Participant

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 Upvotes
NWolf
Member

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 Upvotes
MBauer7
Participant
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 Upvotes
DAnderson57
Participant

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 Upvotes