Unable to edit registration emails

[Allison]

I am trying to edit the registration emails and when I click the edit button the whole box for the text disappears.

Salesforce.com Organization ID: 00DG0000000h7RM
I have given one week access.

[CnP.Support.AM]

Good day @Allison

We don't see any issues with editing the registration email with the user you have granted access to us. Would you please share the username, OS version as well as browser version so that we can try to replicate the issue?

Also, we noticed that you are a version behind. If you allow us we will upgrade your instance with the latest version.

Looking forward to hearing back from you.

[Allison]

I've attaches screenshots of what I am seeing. You can see before I edit the page the text for the email is there and then when I hit the edit button, the area to edit the text disappears. This is for the Foundations and Strategies for Trauma-Informed Sex Ed event.

The user name is me: Allison Tomai Felsen and I'm using Chrome Version 107.0.5304.63. It is also happening with user Samantha Akers (who reported the issue to me).

Yes, if you could please upgrade us, I must have missed the update email.

[CnP.Support.AM]

Good day @Allison

We have upgraded your instance with the latest version of our apps and tested it in both environments Windows and Mac but were unable to replicate the issue. Everything working as expected for us.

However, please test it now and if you still see the issue, please share the OS and Browser version details including the extensions if any are installed.

[Allison]

I am still not able to edit the text. When I click on a merge field I get this error: "You must be in WYSIWYG mode!"

I'm using Windows 11 Business version 21H2 OS build 22000.1098
Chrome Version 107.0.5304.63
I have these extensions enabled:

• Adobe Acrobat: PDF edit, convert, sign tools
• ColorPick Eyedropper
• Google Docs Offline
• Pinterest Save Button
• Grammarly
• Office
• GoFullPage - Full Page Screen Capture

[CnP.Support.AM]

Good day @Allison

Would you please disable all of your extensions and check? Or use any other browser?

Please check and let us know what you see.

[Allison]

I disabled all my extensions and it still does not work. It does work in an incognito page though and I was able to edit text in Edge.

[CnP.Support]

Good day Allison

The fact that it works in the Incognito mode tells us there is an extension that is interfering with the editor. The incognito mode disables all extensions as browsers cannot guarantee the mode's intent if other extensions "call home".

I am curious if you have tested this in Firefox?

I always have a browser that has no extensions for testing. In this case I always have Firefox installed as well as Opera with no extensions so I can test. Historically we have seen a lot of issues with Grammarly as it is extremely intrusive.

Have you tested this with Firefox or a browser with no extension.. this can help us figure out if there is an extension that is doing this. The fact that it works incognito naturally tells us a lot.

[Allison]

My coworker who first reported the issue als uses Chrome but only has these extensions: Adobe, Google Docs Offline, LastPass, Office. She was also able to edit in Incognito.

I do have Firefox but use Chrome as my primary. I have all my extensions set to only be in use when I click them but they are now all off.

I stopped using Firefox because I was having a lot of issues with it. I just tried to view it in Firefox and I couldn't even open the event management object. I got this error message "We can't display this page because your browser blocks cross-domain cookies. Try again with a different supported browser."

[CnP.Support]

Allison


Our team is researching this but on 2 different computers, using Firefox we see the following:




It works.. we have tested this on Chrome, Firefox, Opera, and Edge.. no issues.

Strange..

[CnP.Support.AM]

Good day @Allison

We are yet to replicate the issue. However, one of our clients is having the same issue and has found an interesting solution which works for them.

Please see:



Please test it and let us know if that works for you.