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I’m frustated

E-mails labelled at upper bar have been disappear (most of them)



Today activeinbox ask me to signing throw google account popup menu option.
After introduce login and enter at gmail, I've discover that most of my e-mails labelled as been disappear !!
Before I had hundreds of mails in today, waiting on and so on, and now just few !!

This is very critical for my work !!
Please help me to recover my previous settings!!

Thanks in advance,
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  • Andy Mitchell (CEO - ActiveInbox Founder) July 09, 2020 07:43
    Hi Ilidio,

    I'm on it!

    So first, a confession. I've just released a new update, and this happened to one of my test accounts prior to release, but it never happened again - nor could I replicate it - and I put it down to a random event. Alas, within a few hours of that release going live, you're affected - so clearly there is a problem.

    I think the cache is somehow failing to download immediately after sign in.

    First, can you restart Chrome (this is just good hygiene!).

    Then clearing the ActiveInbox Cache should work:
    1. Click our red logo in the top right of ActiveInbox
    2. In the dropdown, click Preferences
    3. Scroll 2/3rds of the way down, and click 'Clear Cache'

    It'll restart Gmail, and I think all your emails will appear. Can you let me know the results here?

    Meanwhile, I'm investigating what might have happened, and will get it properly fixed later today.

    Andy
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  • Hi Andy — had exactly this problem: also meant that some emails weren't showing in the dashboard. Cleared the cache as you suggested and all seems to be well...
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    • Andy Mitchell (CEO - ActiveInbox Founder) July 09, 2020 10:04
      Oh my gosh, this! I've been working with an enterprise who have a very similar set up, and it was even worse for them... they played 'whack a mole' and when they finally got far enough to enter their password... well, no one had been told their Gmail password! (They all used the new system to log in).

      I'm desperate to fix it.

      The strange thing is, our login mechanism uses Chrome's own inbuilt flow (which is highly secure, and very rigid). I.e. we delegate the whole process to Chrome. By all accounts, it looks like Chrome's own flow cannot handle these authentication systems.

      I'm currently trying to gather evidence that it is a Chrome bug to present to Google.

      If you're open to spending about 10 minutes on the phone with me today, I'd love to include your diagnostics (stripped of any sensitive info) in what I send to Google.

      Can you ask Lisa to schedule us a time, via support@activeinboxhq.com
    • Aha! I'm glad I raised it. Happy to share further details so long as I don't have to reauthenticate... :/ Will email Lisa.
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  • Andy Mitchell (CEO - ActiveInbox Founder) July 09, 2020 10:19
    Daniel just emailed me a good suggestion, to include some keywords to make this more searchable... So here goes!

    Disappeared Missing Tasks

    (For anyone who reads this first, my first reply to Ilidio at the top has the answer).
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  • This reply was created from a merged topic originally titled Labelled Emails Not Loading.

    Active Inbox requested me to reload Gmail. It says downloading, but it never gets past 1 message and then tells me some of my messages haven't downloaded, and perhaps there is a network problem. I've tried both mobile and wifi and it doesn't make a difference. I've tried quitting Chrome and reloading - same problem.
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  • I've lost all my tasks too! I cleared the cache as instructed and saw items for a few minutes, but then they were lost again as soon as I refreshed gmail. I hope you get this fixed soon, Andy, as AIB is really not useable without being able to see tasks.

    I can't even see the date labels in the label list due, I believe, to some formatting done by AIB. I've set a few date labels to "show" in gmail settings, but they still don't appear in my list. So I'm left using the search bar to manually put in the label I want. Definitely not good.
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  • 1
    Hi Andy, I had the same problem as Ilidio - I knew I wasn't that close to caught up with my Today! Anyway, I did as you suggested and all seems normal again.

    It might be helpful for some to learn how to be creative with the gmail search bar (I've had to do this in the past). "label:zd/20200709 OR label:zwo/20200709" will show all the due dates and waiting on dates for that day. A good cheatsheet could be helpful to limp through until the fix is ready.

    Thanks for all you dooo!
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  • I had the same issue today. Cleared the cache and it worked. Here is my original thread in case it helps detect anything. Thx. Steven
    -----
    Long-time AInBox user here. A few minutes ago, half of my tasks just disappeared. For no reason. I was working and had shut down my browser. Just fired it back up and Google asked for permission for AIB. I said yes. And now I have 49 tasks instead of 88. I have restarted chrome and refreshed Gmail.
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  • Hi Andy,

    I haven't had tasks since yesterday. I tried deleting the AIB cache a couple of times, and then I deleted the browser's cache / cookies today but it didn't help. Am using the trick of looking at individual zd folders to see what is assigned to a particular day.
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  • Hi Andy,

    Sorry that I haven't raised this before now but I've actually had this issue two or three times over as many years. Last time was earlier this year. I didn't know about clearing the cache. My painful solution was to view every due date and waiting on labelled email individually, and in doing so they returned to the Overdue, Today, etc views.
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  • This reply was removed on 2020-07-13.
    see the change log
  • Hi Andy,

    Problems persist, alas...

    I've updated to 7.5.4 and cleared the cache, but still seeing some of these bugs:

    * The occasional email where the task-bar isn't displaying the correct tags:


    * No tasks/emails in the inbox dashboard — refreshed and they came back

    * Once emails are back in the dashboard, they're not always opening up when clicked—some open immediately (i.e. like normal), others are not opening up at all (the cursor is changing to the hand so it's recognising that there's an email there to be clicked...)
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  • After checking last comments, I found that my tasks e-mails has been also disappear (most of them):



    After clear the cache, they come back:

    • Andy Mitchell (CEO - ActiveInbox Founder) July 10, 2020 10:47
      Hi Ilidio -

      That may just be it getting back to normal.

      First, can you check you're on ActiveInbox 7.5.4?

      Second, can you send Diagnostics?
      1. Click our red icon in the top right
      2. In the dropdown, click 'Show Diagnostics'
      3. In the popup, click 'Entire History'
      4. Save and send the file to support@activeinboxhq.com

      Lastly, if you are definitely on 7.5.4, and any more tasks 'disappear', can you let me know ASAP? I really really want to solve any remaining issues immediately!
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  • Hi Andy,

    Yes, since this morning I'm on 7.5.4 version



    I'll send you history file by e-mail.
    After clear cache apparently all tasks have been recovered, but honestly I don't have in mind how many I'm handling globally, so hard to know if I've loose some of them.
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  • Andy Mitchell (CEO - ActiveInbox Founder) July 10, 2020 20:07
    This is a very brief update (it's late on a Friday), but I finally figured out what was hurting Ian, Ilidio, and a few others...

    I'd put in an optimisation that only kicked in after 700 messages, so it was only affecting a handful of you whales, but it was causing an overly aggressive 'optimising' purge of messages on every load (well, every load that wasn't immediately after a cache reset).

    I've just sent 7.5.6 for roll out, so I hope it'll be with you in a few hours.
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  • Andy Mitchell (CEO - ActiveInbox Founder) July 13, 2020 09:50
    Hi everyone,

    I've just woken up and checked, and the new update is available to everyone (7.5.6).

    To check you're on it:
    1. Go to chrome://extensions
    2. Temporarily enable Developer Mode with the toggle in the top right
    3. If you look at the ActiveInbox card in the list, it should have 7.5.6 in the top right (instead of 7.5.2 or 7.5.4 - the affected releases).
    4. If it doesn't, click 'Update' in the top left of the page.
    5. If you enabled it, feel free to disable Developer Mode.

    Then I suggest you refresh Gmail, and clear the cache one last time:
    1. Click our red logo in the top right of ActiveInbox
    2. In the dropdown, click Preferences
    3. Scroll 2/3rds of the way down, and click 'Clear Cache'

    On the positive side, the new version has bought new functionality: https://blog.activeinboxhq.com/2020/0...

    ====

    A bit of a post-mortem.

    As best as I currently understand it, there were two issues (hence it affected two releases, done in rapid succession over Thursday and Friday).

    First, the updates in 7.5.x have been a month in the making, but literally in the final hours before release, I fixed a 'small' issue for a user to re-enable the feature that hides emails due today, but marked for an hour later in the day.

    It appears that in certain circumstances that fix had a side-effect that hid even more tasks than intended. (The lesson, as ever, is never make last minute changes!).

    Second, it became clear that an optimisation I'd make specifically to target folks with over 700 messages to speed up their cache... it over-enthusiastically cleared up more than intended. (You'll spot this is very similar to issue #1, but the fact it only affected whales made it trickier to track down).

    I cannot tell you how much I hope this is all sorted now. Obviously I'm here and waiting if there are any more bumps.
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