Campaign won't load within editor using new Lenovo system

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  • Problem
  • Updated 4 years ago
  • Not a Problem
  • (Edited)
I have been trying to send an email for almost a week now, and the page will not load. I have tried several different web browsers and none of them work. I have tried Google Chrome, Firefox and IE and none of them work. I click on a campaign to edit it and it just shows the html code. I have tried to start a new mailing, make a copy, etc. and nothing has worked.
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NY155 - Cicero North Syracuse

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Posted 4 years ago

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School of Rock Huntington Beach

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I'm having the same problem. I tried it on two different browsers and the same result. I tried it on another laptop and it was fine so it may be a computer issue. Please post if you find a solution.
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Emily Hollingsworth, Alum

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Looking into it! Thanks.
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Emily Hollingsworth, Alum

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Hi there -- I'm sorry for the trouble you're having!

I hopped into your account and am able to open existing campaigns as well as create new campaigns without any trouble. Have you tried clearing the cache & cookies in any of your browsers before logging in? You'll want to completely close your browser and start a new session after clearing the cache & cookies. Please let me know if that does the trick!

If you could also try on another computer or possibly network connection, that will help me to rule out the possibilities here. Is this affecting all of your templates or just a specific template? Thanks!
(Edited)
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School of Rock Huntington Beach

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I tried the cache and cookies thing over the weekend and it didnt help.  I have tried two different computers and I have no problem with the template on those, but I see that as a temporary solution since neither are my computer.  Is it possible this has to do with an update to Windows 8 or something like that?  I'm just guessing. 
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Emily Hollingsworth, Alum

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I think you might be on the right track here. Are you working on a new computer as well, or is the update to Windows 8 the most recent change? What operating system are you running on the laptop where you've been able to edit campaigns as normal?

Thanks for the additional information! We're eager to get to the bottom of this!
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School of Rock Huntington Beach

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I'm using a computer that is new as of November, but I have used it with no issues on previous EMMA campaigns.  It has Windows 8 and there may have been a new update installed in the last 30 days. 
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Emily Hollingsworth, Alum

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Ok - thanks so much! I'm not replicating this on Windows 8.1. What type of computer are you using? Have you tried clicking the "X" in the top right corner of the page...I noticed it in the screenshot included above.
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Emily Hollingsworth, Alum

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Hi NY155 -- Can you tell me as well if you're working on a new computer or if you've recently updated your operating system? I'm looping in our Tier Two tech support team to dig into this further. Thanks!
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NY155 - Cicero North Syracuse

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Hi Emily, I am working on a new computer that has Windows 8. I tried on a different computer, with Windows 7 and it worked- but unfortunately, that's not my computer.
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Emily Hollingsworth, Alum

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Thanks for that information! What type of device is your new computer? Have you tried multiple browsers on that device? Please give Firefox a try and let me know what you see.
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Emily Hollingsworth, Alum

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Hey guys -- We're still digging into what might be causing this. I noticed there's an x in the upper right corner on the screenshot. Have either of you clicked that x? If so, what happens? Thanks!
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Jessenia

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I have clicked the X and nothing happens.
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Emily Hollingsworth, Alum

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Thanks so much for your patience while we looked into this for you. 

Our developers determined that this wasn't actually related to any glitches within Emma. We also ruled out any possible issues with Windows 8- we've done plenty of testing to confirm that isn't the issue. 

SInce this is happening on one computer and not the other, it's most likely due to some sort of setting or feature on that particular computer. We'll only be able to make suggestions of things to check for, but here goes!

Here are some recommendations from our developers: 
- is java enabled in your web browser? It needs to be for Emma to work properly. (download here)
- is javascript up to date? 
- do you have any IT folks that could take a look at your machine? They'd likely be able to spot it right away. 

Thanks again for your continued patience while we looked into this puzzler- I certainly hope one of those tips helps you use Emma on your new computer! 
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Emily Hollingsworth, Alum

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It would be super helpful as well to know what type of machine you're using. The browsers on some of the newer 2-in-1 tablet type devices can vary quite a bit from the computer version. Are you using any kind of split-screen feature as well? Thanks!
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School of Rock Huntington Beach

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I'm using a new Lenovo laptop.  It is not a 2 in 1 tablet device.  No split screen features.  I'll try the java update thing and see if that works.  
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School of Rock Huntington Beach

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I have now tried updating Java and it is not fixing the problem.
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School of Rock Huntington Beach

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And when I click on that x nothing happens
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Emily Hollingsworth, Alum

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Thank you for taking the time to follow up on all of my suggestions! I know this is frustrating, and we're doing our best to isolate the issue. 

Can you tell me, on your Lenovo laptop, if you're accessing your browser from the start screen or the desktop? I know that accessing the browser from the start screen is a new feature with Windows 8. 

Also, can you tell me the specific model of your Lenovo laptop? Thanks so much!
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Jessenia

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I'm accessing my browser from my desktop and I'm using a Lenovo Y50-70 Touch.
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Emily Hollingsworth, Alum

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Hi Jessenia -- Thanks for letting us know what type of device you're using when seeing this issue. Can you tell me what browser you're using? Some customers have had success accessig their Emma account from Firefox on the Lenovo devices. If that does work for you, please let me know if the browser already existed on your device or if it was a fresh download. Thanks!
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School of Rock Huntington Beach

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I'm accessing my browser from the desktop. I am using a Lenovo Ultrabook idea pad
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School of Rock Huntington Beach

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Any other ideas? Really at my wits end on this thing. I've done everything I can think of, and I've had an IT professional look at my computer and he is also struggling for an answer here. Almost seems like the template pages do not launch all the way or the Java is not being allowed to run. We've checked the settings on my antivirus software and have even shut it off and tried to run the page and it still doesnt work.
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School of Rock Huntington Beach

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I installed Firefox and the Firebug add on and the page appears as it is supposed to. So what does that mean as far as other browsers? I usually use Chrome.
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Emily Hollingsworth, Alum

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Well, that's progress! I'm glad we've at least gotten you into your account on your new device.

Can you please try clicking on the Firebug add on in one your Chrome browser? It should bring up a list of "debugger" type stuff on the page that you can grab and post here for us. Using the add on in the "broken" editor may help us to identify what's not working.

Thanks so much! 
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School of Rock Huntington Beach

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I dont know if this is what you need. There seems to be alot of stuff I could open in this Firebug program. Please let me know.
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Jessenia

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I also tried to install Firebug but I did not get the same outcome. Myemma still is not appearing as it usually does.
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The Luxe Group, LLC

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I'm having the same issue using a Mac Book Pro running Safari and Chrome - we're on OS 10.10.1 - I'll work thru this chain to see if any of these suggestions work for me.
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Emily Hollingsworth, Alum

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Hi Luxe Group -- just checking in here to see if you've had any luck resolving this issue based on our suggestions. As far as we've seen, this issue on a Mac Book Pro would be unrelated.

If you're still running into trouble in your account, could you please include a screenshot here of what you're seeing as well as the details on your supportdetails.com site. That will help us to dig in further to see if this issue is indeed related! 
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Laura Dickerson, Official Rep

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Hi Luxe Group!

Definitely let us know your experience once you try the ideas posted in this thread. We want to make sure we get to the bottom of this as quickly as possible.
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Emily Hollingsworth, Alum

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Hi All -- If you were using Chrome when running into this issue, can we have you try uninstalling and doing a fresh install of Chrome? This will be really helpful in isolating the issue. If you reinstall Chrome and have success using Emma there, please let us know! 
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THP

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Hello, I am using a Lenovo Yoga 2. Also new, and experiencing the same issue in Chrome. I uninstalled and reinstalled. There is no difference in accessing the editor.
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linkus

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Hi THP, great to hear you have solved the problem. I know it is asking a lot but is there any chance you could post a screen shot of your apps page so i can check what i still have running that is still causing me the problem. Sadly i dont have a IT Buddy. Many thanks. 
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THP

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Sure thing. The attached shows the remaining applications on my computer that were installed before my purchase date.
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linkus

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THP -- thank you so very much. Wow you really trimmed things back. Is that all you have running?? 
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THP

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Ha - no I added Chrome, skype, dropbox, etc after I purchased it. They are visible when I swipe over. This is just what's left of what was pre-installed (they are sorted by date of install).
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linkus

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You know in the world of what goes around comes around you have a truck load of good coming your way. Thank you so much.
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Katie Watts, Support Team Manager

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Happy Thursday, THP!

Thank you so much for circling back with this fantastic news! Appreciate all of your patience and assistance in helping us get to the bottom of the Lenovo trouble some customers were reporting. I'm hopeful that the information you've provided helps the other Emma users who've weighed in on this thread get rolling smoothly with Emma on their Lenovo systems.

For users reading this also experiencing the issue, please share the above information in THP's latest two updates with your IT folks, to help guide their troubleshooting on your system! If any of our users are able to pin down exactly which program/application is blocking the page within Emma from fully loading on the newer Lenovo systems, we'd love for you to chime in on this thread. We'd love to gang up on this one alongside you guys!

Again, big thanks, THP. You rock!
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Caroline Lyle

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I am on an Lenovo Y40 - also new.  I have tried every single thing everyone above has done -no result.  Different browsers, Firefox with Firebug plugin, clearing cache, etc.   Nothing.  Still having to use someone else's computer to do this and cannot keep doing so.  Not getting rid of my brand new computer!
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Emily Hollingsworth, Alum

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Hi Caroline! Thanks for hanging in here with us as we worked to investigate this issue!

We've been able to determine that there is something about the new Lenovo system that blocks some web pages from fully loading. There is nothing about the Emma application that's causing the problem. 

As you can see above in this thread, we were able to resolve the issue with THP by removing most of the programs and applications that came pre-installed on the Lenovo device. Do you have an IT person that can help to uninstall those programs?

We might be able to help narrow it down if you can upload a screenshot here of any applications that are on your Lenovo that were there when you purchased it!
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Caroline Lyle

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I do not have an IT person. I
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linkus

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Ok I think i have cracked it. Remove the superfish visual discovery app. You will need to go to the control panel as it does not show up on the apps page. Yipppeeeeee! after 5 days of trying and great help from THP I am on my way. good luck. Death to all bloatware!!!!
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Team RWB

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I was having the same problem on a Lenovo Yoga 2, and just removed the superfish app in Control Panel. The editor is working fine now. Thanks THP an Linkus!
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Emily Hollingsworth, Alum

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Official Response
I came across a great article that not only gives some background on the Superfish software but also has a super valuable section on how to remove that software from your Lenovo. Wanted to share that on this thread in case anyone needs some further guidance!
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Caroline Lyle

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I have removed Superfish, Virtual Discovery and double-checked that they are gone.  When pulling up a template, I still get the html version - not the visual version.  The problem is - I manage email for 4 different companies and Lenovo is my new computer.  After exhausting these options - what other options are there????

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Emily Hollingsworth, Alum

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Hi Caroline! By HTML view, do you mean you're seeing something like what NY155 - Cicero North Syracuse posted at the very top of this thread? Can you include a screenshot here of what you see when you open your mailing?

To circle back to what you've already tried, have you cleared your browser's cache and cookies and restarted the browser *since* you deleted those apps from your Lenovo? I'd also love to know what browser and version you're using. You can find that information by visiting supportdetails.com in your browser.
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Katie Watts, Support Team Manager

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Official Response
Lenovo has published some detailed information on the Superfish vulnerability, and they're recommending that all of their impacted customers follow their instructions to remove SuperFish and related files from their PCs. The documentation put out by Lenovo on this states that "published reports have recently identified vulnerabilities in the software, which include installation of a self-signed root certificate in the local trusted CA store."

For a summary on the issue, a list of affected Lenovo products and instructions to completely remove the SuperFish software, please check out this Lenovo security advisory.