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Blank panel in outlook 2013

AM

Dear Support!

Todoist add-in brings blank panel in Outlook 2013. It was working for approx. month and all suddenly when starting computer this morning it is blank.

I cleaned cache - it didn't help. I reinstalled add-in - it didn't help.

Add-in version is 2.6.5

Running Windows 8.1 X64, Office 2013 X32.

Please advise
Adrian

All responses

David Trey staff
Replied on Jun 30, 2014 - 09:26

Hello Adrian,

Thank you for your report. Unfortunately, we're still not completely sure why it happens, but if you can remember making any change at all at the time this started to happen (installed a new plugin, maybe even added a new account to Outlook, updated your anti-virus software, used a VPN etc.) - please let us know.


Best regards,
David

AM
Adrian Molnar premium
Replied on Jun 30, 2014 - 09:34

Hi David,

i was on business trip, my computer was switched-off. Nothing happened to my knowledge, that is why it is weird. I asked my administrator to check as well.

A.

AM
Adrian Molnar premium
Replied on Jul 01, 2014 - 07:39

David,

my administrator checked logs, and I can confirm nothing happened this side...

A.

A
a.menke00
Replied on Jul 01, 2014 - 08:44

I just downloaded Todoist yesterday and I am having the same problem. Except I am using Outlook 2010. I tried an uninstall and reinstall. No luck. Any thoughts?

Thanks,
Adam

David Trey staff
Replied on Jul 01, 2014 - 10:27

Hello Adam,

Please tell me - are you using any anti-virus apps, firewalls, VPNs, proxies or anything that could either block our plugin's connection or consider it malware because it connects and block it?


Best regards,
David

A
a.menke00
Replied on Jul 01, 2014 - 11:13

I have Sophos anti-virus and I am working on my company's LAN at the moment because I'm in the office (we have VPN software when out of the office to connect to our server). However we are given full administrative rights.

A bit more info on the issue, if I cursor over the blank panel, the mouse recognizes that there are links and fields of entry in the panel. I just can't see them. If I click on one of the links, it brings up the Todoist website. Thinking that maybe it was something like a Java applet, I went and updated Java to the latest version. It didn't help.

Adam

David Trey staff
Replied on Jul 01, 2014 - 12:31

Adam,

Please try to grab the plugin window by its left edge and resize it. Does it show any data in it? Also, if you'll have an option to test it on a different computer outside of your work network or, if it's a laptop, use it at home, please let us know if the issue persists.


Best regards,
David

A
a.menke00
Replied on Jul 02, 2014 - 10:38

David,

Tried resizing the window and I went home and tried my work laptop (win 7 outlook 2010) on my wifi. Neither fixed the issue. This morning I had one of our IT guys try to help out, but he was not at all familiar with the program. He said there shouldn't be anything we do(anti-virus, firewall, etc.) to prevent it from working and he did change a setting in internet options to "use software rendering instead of GPU rendering". That didn't work. Then I tried to change some setting for the AMD GPU to allow the add-in to have the highest performance possible. Also, didn't work. It does seem like a graphical thing though since the mouse recognizes the links and entry fields.

On a positive note, while at home I installed the add-in on my computer (win 8.1 outlook 2013) and it did work there.

Adam

David Trey staff
Replied on Jul 02, 2014 - 10:58

Adam,

Thank you for this information, we'll keep looking into a solution for this issue.


Best regards,
David