Community & Support

Turning your inbox into your donebox

Troubleshooting

The #1 cause of ActiveInbox not working is a Gmail change. Almost every Gmail account is slightly different, and roughly every 2 months Gmail rolls out a bigger update that could disrupt ActiveInbox.

When this happens, we race to work with the first bug reporter to get ActiveInbox updated and a new release out, within 48 hours.

But just to warn you... the fun sometimes doesn't stop there, as Gmail updates can come in flurrys over a few days. So we will get an update out, and then something else might change. We just keep updating as fast as we can! Rest assured, we have plenty of diagnosis tools and Gmail stays stable for months at a time. We just want to be as open as possible that things can break!

(Please be patient with our replies! If lots of people are suffering the same problem, we just listen to your feedback, get our heads down and try to code up the next release - you may not hear from us straight away!)

"ActiveInbox Could Not Load"

This is the most severe warning, and appears about a minute after Gmail loads if ActiveInbox is broken.

The first thing is to always check you have the latest version. ActiveInbox should auto-update within a few days of an update, but if the update is urgent, you should manually update by visiting the Install page.

If you have, please click 'Send Debug Report' to send the information to us.

And if it continues consistently for a few days, please either report it on the Forum or to support@activeinboxhq.com. If possible, include the technical details by copy & pasting as shown:

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ActiveInbox does not appear to work correctly

Check for any error warnings, and also check your version, by clicking the 'Support' button:

You can compare your version against the latest by visiting the Install page. (Your browser should auto-update ActiveInbox, but it can take a few days, so in urgent situations you may wish to manually upgrade).

If there are warnings, click 'Send Debug Report' to get a popup that lets you enter a message and complete the submission process. And if the problems continue for a few days, and are consistent, you may wish to drop a note on the Forum or to support@activeinboxhq.com.

Debugging ActiveInbox…

If we're trying to diagnose something specific, we may ask you to run ActiveInbox in debug mode. Here's how:

Performance Monitor ActiveInbox

This just requires you to slightly modify the URL (the text in the browser's address bar) of Gmail.

  1. Open Gmail in a new tab, by entering the following URL into the address bar:
    https://mail.google.com/mail/?aibperf=1&shva=1#inbox

    If this doesn't work, it's possible you have a different style URL/address for Gmail. In that case:
    Just Gmail/Google Apps with &aibperf=1& after the "?" symbol and before the "#" (if it's there).

  2. You now have about 60 seconds! Start interacting with your Gmail. Open conversations, label conversations and then archive them. Click "Archive & Move Next" on the HAB. Do anything you think has been making ActiveInbox act slowly (but don't let Gmail hang or we'll never get the debug information! If that is happening, let's discuss by email.).
  3. After about 60 seconds, you'll get a notice that ActiveInbox has sent information to us. Please email support when this happens to let me know that it's time to view your performance logs.

Logging Data Issues With ActiveInbox

This just requires you to slightly modify the URL (the text in the browser's address bar) of Gmail.

  1. Open Gmail in a new tab, by entering the following URL into the address bar:
    https://mail.google.com/mail/?aib_logajax=1&aibperf=1&shva=1#inbox

    If this doesn't work, it's possible you have a different style URL/address for Gmail. In that case:
    Just Gmail/Google Apps with &aib_logajax=1&aibperf=1& after the "?" symbol and before the "#" (if it's there).

  2. You now have about 60 seconds! Open a conversation, do a search - anything that might trigger the problem you've seen.
  3. After about 60 seconds, you'll get a notice that ActiveInbox has sent information to us. Please email support when this happens to let me know that it's time to view your performance logs.

Why do lots of ActiveInbox features disappear in Gmail's offline mode?

We're working on full offline support. Currently, when you enter 'Unstable/Flakey Connection' mode in Gmail, certain ActiveInbox features disappear. However, we try to keep core features (such as action and project labeling) available 100% of the time.