Skip to main content

Troubleshooting Common Issues

This guide provides solutions to common issues you may encounter while using Yesware. If these steps don't resolve your issue, please contact Yesware Support at support@yesware.com.

General Troubleshooting Steps​

If you run into any issues with Yesware, the first step is always to complete some basic troubleshooting steps. Here are some options for troubleshooting any issues with Yesware.

If this guide does not resolve your issue, please reach out to Yesware Support for assistance.

In Chrome (for Gmail users):​

1. Update Chrome:​

  • Please make sure you're on the most recent version of Chrome update by going to chrome://settings/help.
  • If you see a checkmark appear, your Chrome is up to date.
  • If you are prompted to re-launch please do so in order to update your Chrome version.

2. Uninstall Yesware:​

  • Open a new tab in Chrome and enter chrome://extensions into the address bar.
  • Click "Remove" next to Yesware to delete it.
  • Refresh Gmail.

3. Clear Cache:​

  • Open a new tab in Chrome and enter chrome://settings/clearBrowserData into the address bar.
  • Make sure you're on the "Advanced" tab > set the "Time range" drop-down to "All Time" and check: (1) Cookies and other site data, (2) Cached images and files, and (3) hosted app data"
  • Refresh Gmail.

4. Clear Local Storage:​

  • In Chrome, click the 3-horizontal-line button in the top-right of your window, next to the address bar.
  • Go to More Tools > Developer Tools.
  • Make sure you're on the "Console" tab of the pane that appears.
  • At the bottom, next to the ">" symbol, type in the following: localStorage.clear()
  • Press enter/return. That should give you "undefined".
  • Close the pane and refresh Gmail.

5. Reinstall Yesware:​

Visit http://www.yesware.com/install

6. Restart Chrome:​

Close out of Chrome completely, open it back up and sign back into your Gmail inbox.

For Outlook Users:​

If you're experiencing issues with the Yesware add-in in Outlook, try these steps:

  1. Update Outlook: Ensure you're running the latest version of Outlook
  2. Remove and reinstall the add-in: See the FAQ below for detailed steps
  3. Check if the sidebar is pinned: In compose windows, make sure the Yesware sidebar is open and pinned
  4. Verify your Outlook version: Some features require specific Outlook versions

Authentication Issues​

Why am I being asked to log-in to the sidebar when I try sending a tracked email using Outlook desktop?​

This can occur when there are authentication issues between your email address and Yesware. To resolve, please try authenticating in your Outlook web mailbox first by doing the following:

  1. Open a Chrome browser, visit Outlook.com, sign-in to your account.
  2. Once logged into your mailbox, click into an email in your inbox and select the "More Actions" button.
  3. Select Yesware > open Yesware
  4. Log-in when prompted

Once you have successfully logged into your Outlook web application, if you close out of your Outlook desktop application and re-open it, you should then be logged into Yesware in your desktop.

If you are continuing to experience issues, reach out to support@yesware.com.

Platform-Specific Issues​

Gmail Issues​

For Gmail-specific troubleshooting, follow the Chrome troubleshooting steps above. Common Gmail issues include:

  • Extension not loading
  • Activity feed not updating
  • Tracking not working
  • Sidebar not appearing

Outlook Issues​

Common Outlook issues and their solutions:

  • Add-in not appearing: Make sure you're clicked into an email message
  • Add-in error messages: Try removing and reinstalling the add-in
  • Tracking not working: Ensure the sidebar is open and pinned in compose windows
  • Authentication issues: Follow the authentication troubleshooting steps above

When to Contact Support​

Contact Yesware Support at support@yesware.com if:

  • Basic troubleshooting steps don't resolve your issue
  • You're experiencing persistent authentication problems
  • Features are not working as expected after following this guide
  • You need help with account-specific configurations
  • You have questions about specific error messages

Frequently Asked Questions​

What should I try first when Yesware isn't working?​

Start with these basic steps:

For Gmail users:

  1. Update Chrome to the latest version
  2. Clear your browser cache and cookies
  3. Uninstall and reinstall the Yesware Chrome extension
  4. Restart Chrome

For Outlook users:

  1. Update Outlook to the latest version
  2. Remove and reinstall the Yesware add-in
  3. Ensure the sidebar is open and pinned in compose windows
  4. Try logging in through Outlook Web Access first

Why am I being asked to log-in to the sidebar when trying to send tracked emails in Outlook?​

This can occur when there are authentication issues between your email address and Yesware. To resolve:

  1. Open a Chrome browser and visit Outlook.com
  2. Sign-in to your account
  3. Click into an email in your inbox and select the "More Actions" button
  4. Select Yesware > open Yesware
  5. Log-in when prompted

Once you have successfully logged into your Outlook web application, close out of your Outlook desktop application and re-open it. You should then be logged into Yesware in your desktop.

How do I clear my Chrome cache for Yesware?​

  1. Open a new tab in Chrome and enter chrome://settings/clearBrowserData into the address bar
  2. Make sure you're on the "Advanced" tab
  3. Set the "Time range" drop-down to "All Time"
  4. Check these options:
    • Cookies and other site data
    • Cached images and files
    • Hosted app data
  5. Click "Clear data"
  6. Refresh Gmail

Where can I find more troubleshooting resources?​

  • Knowledge Base: Visit our support site for detailed articles
  • Email Support: Contact support@yesware.com for personalized help
  • Account Manager: Enterprise customers can reach out to their dedicated account manager

What information should I include when contacting support?​

When contacting support, please include:

  • A description of the issue
  • Steps you've already tried
  • Screenshots or error messages if applicable
  • Your email client (Gmail or Outlook)
  • Your Outlook version (if using Outlook)
  • When the issue started occurring