cursor jumping around when composing email

[JFox2]

Hello,    We've been having this same issue for some time

When the HubSpot Sales window is open and we start writing, the cursor immediately jumps to the bottom of the email.

If i untick the track option its stops. This happens in web mail as well as my local install of outlook.

is there a know fix for this issue?

Thanks

[MWeiss7]

STILL an issue. Unreal.  I find people asking about this for over a year and the solved solution is garbage.  

[LH66]

What’s even more unreal are the exorbitant fees HS are charging and still they can't solve a software glitch.

[STierney]

Hey @LH66 and @MWeiss7 - thanks so much for being a part of the Community!

I'd like to start by apologizing for any frustrations this functionality has caused both of you, and your teams. I can definitely empathize with the difficulties of a technicality like this one. I've also been digging for some updates, to which I'm not seeing anything provided by the team. 

With that said, I'd like to redirect the conversation to posting the need for this capability in our Ideas Forum, as to not divert the conversation away from what we can do in the Community space. I'd be happy to pass along your idea(s) to our internal team, as well as upvote the ideas myself!

Shane, Senior Community Moderator

[hellokyliep]

Respectfully, this isn't an 'ideas' issue or a 'nice to have, someday'. This is core functionality of a CRM--tracking email communications with customers and prospects in order to understand activity and interest. Positioning it as such is insulting. I'd love to see Hubspot spend development time on resolving core functionality instead of changing interfaces constantly or positioning AI + data enrichment differently every month. 

[SCryer]

Hi Shane, I don't mind how you socialise this internally. I think everyone here just wants a fix to a really basic problem with one of the world's largest email providers (MS) on one of the world's most used computers (mac). My hubspot license has just renewed, and yet I'm wondering why I bothered. The functionality means I'm not actually using it as I should and I've actually gone back to excel which defeats the purpose of a CRM.

[DianaGomez]

Hi @WWhitley, @SewFarm, @SCryer, @AndrewSlattery, @luke-deep-space, @DSTaylor, @KJohnston7,

Thanks for reaching out to the Community!

As I mentioned earlier, the issue with the cursor jumping in Outlook when using the Sales Add-In is a known issue related to the Office 365 add-in. This happens because of how email tracking works with the add-in. When tracking is enabled, the tracking pixel is inserted at the bottom of the email, which causes the cursor to jump there as well. Unfortunately, the Office API doesn't allow developers to return the cursor to its original position, so this is a bug on Microsoft's side, and HubSpot has no control over it.

If you haven't already, you might want to try turning off tracking and logging in the add-in settings and only check the "log" and "track" boxes once you're done typing. This workaround may help in the meantime.

I understand this is frustrating, and I’ll continue to monitor this issue.

Thanks for your patience!

Best,
Diana

[LH66]

Hi Diana, 

Outlook is the major email client worldwide, and HubSpot's lack of ability to resolve major issues is shocking, given the size of license fees we pay each and every month.

any chance for a solution to this?

Best regards,  Lars (Norway)

[BérangèreL · Accepted solution]

Hi @LH66 and all,

I am sorry to hear about this behavior, I can see how frustrating it can be.

I have checked for you and Microsoft recommends using the new clients when possible to mitigate/avoid the issue, that is to say:

- the new Outlook for Windows,
- new Outlook for Mac,
- Outlook for Web, depending on OS.

I hope this helps a bit, even if I understand that you'd prefer for Microsoft to fix the issue.

Have a great weekend!
Bérangère

[AndrewSlattery]

This is beyond stupid advice! Everyone is using a web based version or Outlook. There is no new version!!! Fix the bloody issue. Every single email is broken with the outlook / hubspot plugin. It's not good enough 

[BérangèreL]

Hi @AndrewSlattery,
 

I’m sorry to hear you’re experiencing this issue, especially with a new client, that must be frustrating and certainly not what you were expecting.
 

I really want to make sure you get the help you need, so I recommend reaching out to HubSpot Technical Support.

Support is included in your subscription, and the team can provide real-time assistance, including screensharing with you if that would be helpful.

Thank you, and I hope this gets resolved quickly for you.
Bérangère

[SCryer]

This is not a solution and I really take exception to this being the "Solved" answer to this problem. This is a poor and clunky workaround to a problem which is STILL not beign fixed! One of the sole reasons to use hubspot is tracking... 

I am pretty fedup at this point, and will be looking for other CRMs. 

[AndrewSlattery]

I'm sorry but this is literally the worst solution to a problem which just should not happen. Suggesting just unclick the key piece of functionality that automatically syncs your email to the CRM and then try to remember to re-click it before you send the email is just plain dumb. The entire point of this plugin is to save time and make things easy. Not create additional steps. Hubspot is a billion $ company and there are literally 2 main email companies that use this plug in. Stop making stupid excuses and get it fixed!

[KJohnston7]

This is infuriating - surly something can be done to help resolve this recurring issue????????

[DSTaylor]

Whats the update here @DianaGomez  I too have been plagued with this issue, and depending on the email I'm responding to the email will "jump" up and down and make outlook unuseable. Please fix.

[luke-deep-space]

Incredibly annoying. Hubspot should try and come up with an inventive solution here.

[DianaGomez]

Hi @JFox2, 

Thank you for reaching out to the Community!

The problem with the cursor jumps in Outlook when using the sales add-in is a known issue with the Office 365 add-in. It happens because of the way email tracking works in the Office 365 add-in:

• When a user loads the Add-In with tracking enabled, we insert the tracking pixel at the bottom of the email's body.
• This moves the cursor to the bottom of the email's body as well.

The Office API does not currently allow developers to return the cursor to its previous position. In other words, this is a bug from Microsoft's side and HubSpot doesn't have control over that.

Can you try turning off tracking and logging in the add-in settings and only check the log and track boxes when you're done typing to see if that will help?

Thanks,

Diana

[AndrewSlattery]

How has this not been fixed yet? It is beyond frustrating that the cursor jumps to the bottom of every email 5 seconds in! It needs to be fixed immediately! 

[SCryer]

Is anyone actively working on this? It's STILL an issue for me and email tracking is literally the most basic CRM function. If it can't do this without causing incredible frustration, I don't know why I'm using hubspot. I honestly wish I wasn't and will look for alternatives. 

[WWhitley]

They blame this issues when Outlook changed, but other CRMs do NOT have this issue. So it comes to reason that the underline issue is a base function of HubSpot is not working.

[hellokyliep]

It doesn't help and this isn't a solution. How can tracking emails--a basic and critical function within a CRM--be this difficult and cumbersome?