https://docs.yesware.com/assets/js/7f86b547.b1ade599.js

1"use strict";(self.webpackChunkdocusaurus=self.webpackChunkdocusaurus||[]).push([["1638"],{4842:function(e,n,o){o.r(n),o.d(n,{frontMatter:()=>t,default:()=>h,toc:()=>a,metadata:()=>i,assets:()=>l,contentTitle:()=>c});var i=JSON.parse('{"id":"overview/troubleshooting/gmail-troubleshooting","title":"Gmail Troubleshooting","description":"Step-by-step troubleshooting for Yesware tracking and activity issues in Gmail.","source":"@site/docs/overview/troubleshooting/gmail-troubleshooting.mdx","sourceDirName":"overview/troubleshooting","slug":"/overview/troubleshooting/gmail-troubleshooting","permalink":"/docs/overview/troubleshooting/gmail-troubleshooting","draft":false,"unlisted":false,"tags":[],"version":"current","frontMatter":{"title":"Gmail Troubleshooting","description":"Step-by-step troubleshooting for Yesware tracking and activity issues in Gmail."},"sidebar":"tutorialSidebar","previous":{"title":"Force Tracking Policy","permalink":"/docs/overview/troubleshooting/why-can-t-i-uncheck-the-yesware"},"next":{"title":"Inbox Preferences","permalink":"/docs/overview/troubleshooting/inbox-preferences"}}'),s=o(5893),r=o(65);let t={title:"Gmail Troubleshooting",description:"Step-by-step troubleshooting for Yesware tracking and activity issues in Gmail."},c=void 0,l={},a=[{value:"Step 1: Send a test email",id:"step-1-send-a-test-email",level:2},{value:"Notifications not appearing (tracking is working)",id:"notifications-not-appearing-tracking-is-working",level:2},{value:"Check pop-up notification settings",id:"check-pop-up-notification-settings",level:3},{value:"Check for conflicting Chrome extensions",id:"check-for-conflicting-chrome-extensions",level:3},{value:"Check cookie settings",id:"check-cookie-settings",level:3},{value:"Clear cache and local storage",id:"clear-cache-and-local-storage",level:3},{value:"Gather console logs for support",id:"gather-console-logs-for-support",level:3},{value:"Tracking not being applied",id:"tracking-not-being-applied",level:2},{value:"Check that tracking is enabled",id:"check-that-tracking-is-enabled",level:3},{value:"Check for conflicting extensions",id:"check-for-conflicting-extensions",level:3},{value:"Update Chrome",id:"update-chrome",level:3},{value:"Clear cache, local storage, and reinstall Yesware",id:"clear-cache-local-storage-and-reinstall-yesware",level:3}];function d(e){let n={a:"a",code:"code",h2:"h2",h3:"h3",li:"li",ol:"ol",p:"p",strong:"strong",ul:"ul",...(0,r.a)(),...e.components};return(0,s.jsxs)(s.Fragment,{children:[(0,s.jsxs)(n.p,{children:["If Yesware isn't working as expected in Gmail, start by checking the ",(0,s.jsx)(n.a,{href:"https://status.yesware.com/",children:"Yesware status page"}),". Subscribe to updates so you're notified of any ongoing incidents."]}),"\n",(0,s.jsx)(n.p,{children:"If there's no status to explain the issue, follow the steps below."}),"\n",(0,s.jsx)(n.h2,{id:"step-1-send-a-test-email",children:"Step 1: Send a test email"}),"\n",(0,s.jsxs)(n.p,{children:["Send a tracked email to ",(0,s.jsx)(n.a,{href:"mailto:[email protected]",children:"[email protected]"}),". Then check your ",(0,s.jsx)(n.a,{href:"https://app.yesware.com/reports/tracking",children:"Tracking Report"})," to see if an open event appears within a few seconds."]}),"\n",(0,s.jsxs)(n.ul,{children:["\n",(0,s.jsxs)(n.li,{children:[(0,s.jsx)(n.strong,{children:"If events appear in the Tracking Report"})," but you're not seeing notifications in Gmail, the issue is with your browser or notification settings. Follow the steps below."]}),"\n",(0,s.jsxs)(n.li,{children:[(0,s.jsx)(n.strong,{children:"If no events appear in the Tracking Report"}),", tracking isn't being applied at all. Skip to ",(0,s.jsx)(n.a,{href:"#tracking-not-being-applied",children:"Tracking not being applied"}),"."]}),"\n"]}),"\n",(0,s.jsx)(n.h2,{id:"notifications-not-appearing-tracking-is-working",children:"Notifications not appearing (tracking is working)"}),"\n",(0,s.jsx)(n.h3,{id:"check-pop-up-notification-settings",children:"Check pop-up notification settings"}),"\n",(0,s.jsxs)(n.p,{children:["Go to ",(0,s.jsx)(n.code,{children:"Yesware"})," \u2192 ",(0,s.jsx)(n.code,{children:"Preferences"})," \u2192 ",(0,s.jsx)(n.code,{children:"Notifications"})," and make sure ",(0,s.jsx)(n.code,{children:"Event Notifications"})," is toggled on. Click ",(0,s.jsx)(n.code,{children:"Save & Reload"}),"."]}),"\n",(0,s.jsx)(n.h3,{id:"check-for-conflicting-chrome-extensions",children:"Check for c

1onflicting Chrome extensions"}),"\n",(0,s.jsxs)(n.p,{children:["Go to ",(0,s.jsx)(n.code,{children:"chrome://extensions/"})," and remove any extensions with similar functionality to Yesware, including:"]}),"\n",(0,s.jsxs)(n.ul,{children:["\n",(0,s.jsx)(n.li,{children:"Other tracking tools (Boomerang, Hunter, EmailTracker)"}),"\n",(0,s.jsx)(n.li,{children:"Pop-up blockers (Adblock, Adblock Plus, Ghostery)"}),"\n",(0,s.jsx)(n.li,{children:"Outreach tools (HubSpot, Salesforce)"}),"\n",(0,s.jsx)(n.li,{children:"Antivirus add-ins (McAfee, Norton)"}),"\n"]}),"\n",(0,s.jsx)(n.p,{children:"Log out and back into Gmail after removing any extensions."}),"\n",(0,s.jsx)(n.h3,{id:"check-cookie-settings",children:"Check cookie settings"}),"\n",(0,s.jsxs)(n.ol,{children:["\n",(0,s.jsxs)(n.li,{children:["In Chrome, go to ",(0,s.jsx)(n.code,{children:"Settings"})," \u2192 ",(0,s.jsx)(n.code,{children:"Advanced"})," \u2192 ",(0,s.jsx)(n.code,{children:"Privacy and Security"})," \u2192 ",(0,s.jsx)(n.code,{children:"Site Settings"})," \u2192 ",(0,s.jsx)(n.code,{children:"Cookies"})]}),"\n",(0,s.jsxs)(n.li,{children:["Toggle ",(0,s.jsx)(n.code,{children:"Block third-party cookies"})," to ",(0,s.jsx)(n.code,{children:"Off"})]}),"\n",(0,s.jsxs)(n.li,{children:["Make sure ",(0,s.jsx)(n.code,{children:"yesware.com"})," is listed under your ",(0,s.jsx)(n.code,{children:"Allow"})," tab"]}),"\n",(0,s.jsx)(n.li,{children:"Refresh Gmail"}),"\n"]}),"\n",(0,s.jsx)(n.h3,{id:"clear-cache-and-local-storage",children:"Clear cache and local storage"}),"\n",(0,s.jsx)(n.p,{children:(0,s.jsx)(n.strong,{children:"Clear cache:"})}),"\n",(0,s.jsxs)(n.ol,{children:["\n",(0,s.jsxs)(n.li,{children:["Go to ",(0,s.jsx)(n.code,{children:"chrome://settings/clearBrowserData"})]}),"\n",(0,s.jsxs)(n.li,{children:["Set time range to ",(0,s.jsx)(n.strong,{children:"All Time"})," and check: Cookies and other site data, Cached images and files, Hosted app data"]}),"\n",(0,s.jsxs)(n.li,{children:["Click ",(0,s.jsx)(n.strong,{children:"Clear Data"})," and refresh Gmail"]}),"\n"]}),"\n",(0,s.jsx)(n.p,{children:(0,s.jsx)(n.strong,{children:"Clear local storage:"})}),"\n",(0,s.jsxs)(n.ol,{children:["\n",(0,s.jsxs)(n.li,{children:["Go to ",(0,s.jsx)(n.code,{children:"Chrome menu"})," \u2192 ",(0,s.jsx)(n.code,{children:"More Tools"})," \u2192 ",(0,s.jsx)(n.code,{children:"Developer Tools"})]}),"\n",(0,s.jsxs)(n.li,{children:["Click the ",(0,s.jsx)(n.code,{children:"Console"})," tab"]}),"\n",(0,s.jsxs)(n.li,{children:["Next to the ",(0,s.jsx)(n.code,{children:">"})," symbol, type: ",(0,s.jsx)(n.code,{children:"localStorage.clear()"})," and press Enter"]}),"\n",(0,s.jsx)(n.li,{children:"Close Developer Tools and refresh Gmail"}),"\n"]}),"\n",(0,s.jsx)(n.h3,{id:"gather-console-logs-for-support",children:"Gather console logs for support"}),"\n",(0,s.jsxs)(n.p,{children:["If the issue persists, send console logs to ",(0,s.jsx)(n.a,{href:"mailto:[email protected]",children:"[email protected]"}),":"]}),"\n",(0,s.jsxs)(n.p,{children:[(0,s.jsx)(n.strong,{children:"Browser console logs:"})," ",(0,s.jsx)(n.code,{children:"Chrome menu"})," \u2192 ",(0,s.jsx)(n.code,{children:"More Tools"})," \u2192 ",(0,s.jsx)(n.code,{children:"Developer Tools"})," \u2192 ",(0,s.jsx)(n.code,{children:"Console"}),". Copy or screenshot any errors."]}),"\n",(0,s.jsxs)(n.p,{children:[(0,s.jsx)(n.strong,{children:"Backgroun

1d console logs:"})," Go to ",(0,s.jsx)(n.code,{children:"chrome://extensions/"}),", enable Developer Mode, click ",(0,s.jsx)(n.code,{children:"Inspect views"})," on the Yesware background page. Copy or screenshot any errors."]}),"\n",(0,s.jsx)(n.h2,{id:"tracking-not-being-applied",children:"Tracking not being applied"}),"\n",(0,s.jsx)(n.h3,{id:"check-that-tracking-is-enabled",children:"Check that tracking is enabled"}),"\n",(0,s.jsxs)(n.p,{children:["Open a compose window and confirm the ",(0,s.jsx)(n.code,{children:"Track"})," checkbox is checked at the bottom. If you don't see it, go to ",(0,s.jsx)(n.code,{children:"Yesware"})," \u2192 ",(0,s.jsx)(n.code,{children:"Preferences"})," \u2192 ",(0,s.jsx)(n.code,{children:"Inbox"})," and toggle ",(0,s.jsx)(n.code,{children:"Compose Toolbar"})," on. Click ",(0,s.jsx)(n.code,{children:"Save & Reload"}),"."]}),"\n",(0,s.jsx)(n.h3,{id:"check-for-conflicting-extensions",children:"Check for conflicting extensions"}),"\n",(0,s.jsx)(n.p,{children:"Follow the same steps as above to remove conflicting Chrome extensions."}),"\n",(0,s.jsx)(n.h3,{id:"update-chrome",children:"Update Chrome"}),"\n",(0,s.jsxs)(n.p,{children:["Go to ",(0,s.jsx)(n.code,{children:"chrome://settings/help"})," and confirm you're on the latest version. If not, update and relaunch Chrome."]}),"\n",(0,s.jsx)(n.h3,{id:"clear-cache-local-storage-and-reinstall-yesware",children:"Clear cache, local storage, and reinstall Yesware"}),"\n",(0,s.jsxs)(n.ol,{children:["\n",(0,s.jsxs)(n.li,{children:["Uninstall Yesware from ",(0,s.jsx)(n.code,{children:"chrome://extensions/"})]}),"\n",(0,s.jsx)(n.li,{children:"Clear cache and local storage using the steps above"}),"\n",(0,s.jsxs)(n.li,{children:["Reinstall Yesware from ",(0,s.jsx)(n.a,{href:"https://www.yesware.com/install",children:"yesware.com/install"})]}),"\n",(0,s.jsx)(n.li,{children:"Restart Chrome and sign back into Gmail"}),"\n"]}),"\n",(0,s.jsxs)(n.p,{children:["If the problem persists after all steps, contact ",(0,s.jsx)(n.a,{href:"mailto:[email protected]",children:"[email protected]"})," with your console logs and a description of the issue."]})]})}function h(e={}){let{wrapper:n}={...(0,r.a)(),...e.components};return n?(0,s.jsx)(n,{...e,children:(0,s.jsx)(d,{...e})}):d(e)}},65:function(e,n,o){o.d(n,{Z:()=>c,a:()=>t});var i=o(7294);let s={},r=i.createContext(s);function t(e){let n=i.useContext(r);return i.useMemo(function(){return"function"==typeof e?e(n):{...n,...e}},[n,e])}function c(e){let n;return n=e.disableParentContext?"function"==typeof e.components?e.components(s):e.components||s:t(e.components),i.createElement(r.Provider,{value:n},e.children)}}}]);