Troubleshooting Collabspot

    Overview

    This article covers various steps that you or your Collabspot administrator can take to troubleshoot unexpected behavior encountered when using Collabspot to manage your Sugar data in Gmail.

    For complete information on installing, administering, and using Collabspot, please refer to the Collabspot Installation Guide, Collabspot Administration Guide, and Collabspot User Guide respectively. 

    Troubleshooting Calendar Sync

    If you are experiencing unexpected behavior with calendar sync, refer to the Calendar Sync Rules section of the Collabspot User Guide for guidelines and potential solutions.

    Troubleshooting Contact Sync

    If you are experiencing unexpected behavior with Contact sync, refer to the Sync Rules for Contacts section of the Collabspot User Guide for guidelines and potential solutions.

    Troubleshooting Email Tracking

    If you are experiencing unexpected behavior with email tracking, refer to the Email Tracking Rules section of the Collabspot User Guide for guidelines and potential solutions.

    Troubleshooting Email Archiving

    Errors with the network connection are the most common cause of a failed archive. Check with your company’s network administrator to find out if there are network issues. Otherwise, check the following:

    • To archive emails with attachments to Sugar, you must first give Collabspot permission to access your Google data as explained in the Configuring Collabspot to Access Your Google Data section of the Collabspot User Guide.
    • Sometimes, an email may archive to a different Sugar record (i.e. account, contact, opportunity, or case) than the one you expected. If you believe a message failed to archive, double-check in Sugar that the correct relationship was made by searching for the email in the Emails module list view.
    • A slow internet connection or failed connection with your Sugar server may cause messages to fail to archive. If you did not see the message “Email Saved to Sugar”, then try archiving the email at a later time.

    Troubleshooting Performance

    Some performance-related symptoms that have been reported when using or installing Collabspot include:

    • Collabspot is not appearing or working as expected in Gmail.
    • The user cannot install Collabspot to their Gmail account.
    • The user is automatically logged out of Gmail when Collabspot is enabled.
    • Gmail keeps reloading when Collabspot is enabled.
    • The Collabspot side panel is stuck at “Initializing”.

    For these and other performance issues, please try the following troubleshooting steps to resolve your issue:

    • Clear Your Browser Cache and Cookies
    • Confirm Version Compatibility
    • Enable or Re-enable Collabspot
    • Reinstall Collabspot
    • Install Collabspot On a New Chrome Profile
    • Disable Incompatible Extensions
    • Lift Private Network Restrictions
    • Configure Group Policies and Managed Environments
    • Grant Google Permissions

    Clear Your Browser Cache and Cookies

    When you experience unexpected behavior using Collabspot, try clearing your cache and cookies as a first defense. For steps to do this, please refer to the Chrome section of the Clearing Browser Cache article.

    Confirm Version Compatibility

    Be sure you are using supported Sugar and Chrome versions. Collabspot may experience problems if you are running unsupported versions. 

    Enable or Re-enable Collabspot

    In your browser, navigate to chrome://extensions/ and find the Collabspot extension. If the extension is disabled, then enable it. Otherwise, slide the button to the left to disable the extension and to the right again to re-enable it. Return to Gmail and reload the page.

    Reinstall Collabspot

    In your browser, navigate to chrome://extensions/ and find the Collabspot extension. Click the Remove button. Then, get the extension from the Chrome Store and follow the installation instructions from step 7 to reinstall Collabspot.

    Take note of the following tips when entering your Sugar credentials and URL during installation:

    • Verify that you have entered your correct Sugar username and password. To be sure, try logging out of Sugar and logging back in with the credentials you are trying to use in Collabspot. They should be the same credentials. As a last resort, you may want to change your Sugar password and use the new password to authenticate Collabspot.
    • Confirm that you have entered your Sugar URL correctly. Always include https:// at the beginning and do not include unnecessary paths behind the URL. For example, if you have copied your server URL as https://mycrm.sugarondemand.com/#Home/1210e37a, you must remove everything after “.com” so that only https://mycrm.sugarondemand.com remains when entering your CRM’s server address during Collabspot installation. If you are unsure which Sugar server URL to use, please contact your company’s Sugar administrator.

    Install Collabspot On a New Chrome Profile

    In the uncommon scenario that the Collabspot installation has been corrupted, you will need to use it on a different Chrome profile. 

    1. In your Chrome web browser, click on your profile icon next to the web address bar and select “Manage People”:
    2. Click on “Add Person” to create a new Chrome profile. For more information on using and creating Chrome profiles, refer to the Google help article Share Chrome with Others.
    3. While signed in as the new person/profile, visit the Chrome Store and follow the installation instructions from step 7 to reinstall Collabspot.

    Disable Incompatible Extensions

    Collabspot was built to be used on an uncustomized Gmail interface. We make every effort to be compatible with Gmail’s interface, but we can’t always take account for third-party apps and extensions. If you find that you are still experiencing issues with Collabspot functioning properly, please review the known incompatibilities. If you are using any extensions on that list, please disable or uninstall them.

    Lift Private Network Restrictions

    Private networks will restrict requests coming from Collabspot. Your network administrator must grant Collabspot’s server access to Ports HTTP (80) and HTTPS (443) for the following IPs:

    • 173.255.114.37
    • 8.34.215.68
    • 23.236.50.206

    For more information, refer to the Full List of IP Ranges for Calendar and Contact Sync.

    Configure Group Policies and Managed Environments

    Many organizations use a managed solution (e.g. Google Admin Console or Microsoft Windows Active Directory) to determine what software their employees are authorized to install. Contact your network administrator to learn if your company uses a managed solution and if so, direct them to the deployment options in the Collabspot Administration Guide for steps to enable Collabspot.

    Revoke or Grant Permissions

    Collabspot requires two sets of permissions:

    • OAuth 2.0 Extension Permissions
    • Google Account Permissions

    The following sections explain what each set of permissions is for and how to revoke and grant the respective permissions.

    OAuth 2.0 Extension Permissions

    OAuth allows an end user’s account information to be used by third-party services, such as Sugar or Collabspot, without exposing the user’s password. This authorization will be requested during the Collabspot installation process and is required for the extension to connect with Sugar and for installation to complete. To see the permissions that have been granted to the extension, users may expand the “Details” option under Collabspot on the Chrome extensions page.

    When troubleshooting certain issues, you may need to revoke and then re-grant these permissions. To revoke or re-grant OAuth access, navigate to http://go.collabspot.com/oauth2/permissions/review and sign in using your Collabspot email address. The page will show “OK” next to the APIs that you have given OAuth permission for already. 

    From the OAuth Permissions page, simply click on “Revoke Permissions” and, when the page refreshes, click on “Grant Permissions”. You must then select your Google account and then click “Allow” to grant the authorization.

    Google Account Permissions

    When trying to use Collabspot features such as email tracking, archiving attachments, and contact and calendar sync, you must give Collabspot access to your Google data including Gmail, Google Calendar, and Google Contacts. To see the account permissions that have been granted to Collabspot, simply log into your google account and visit the third-party apps page: https://myaccount.google.com/permissions

    There may be times when you want or need to revoke Google Account Permissions and then re-grant it. Simply click on the Collabspot tile in the third-party apps list and then click the “Remove Access” button and click “OK”.

    The Collabspot extension will no longer be displayed on the third-party apps page. To re-grant Google Account permissions after revoking them, return to Gmail. Simply refresh the Gmail tab and you will be prompted to re-enter your credentials or you can respond to the Grant Permissions prompt in one of the following places: under Options > Account, at the bottom of the email compose screen, or under the Attachments tab when you use the “Save to SugarCRM” feature.

    Full List of IP Ranges for Calendar and Contact Sync

    Please take note that these are only for the backend instances that perform the calendar/contact synchronization. They are running on Google Compute Engine instances.

    The page that the user accesses to provide their Sugar credentials to set up the sync is running on Google App Engine. Google App Engine does not have static IP addresses that could be easily filtered. The Static IP Addresses and App Engine apps section in the Google App Engine FAQ explains this and details a way to retrieve a list of current IP ranges used, but new IP ranges could be introduced without prior notice.

    Below is the current full list of IP ranges following the instructions from the FAQ:

    # nslookup -q=TXT _cloud-netblocks1.googleusercontent.com 8.8.8.8

    • ip4:8.34.208.0/20
    • ip4:8.35.192.0/21
    • ip4:8.35.200.0/23
    • ip4:108.59.80.0/20
    • ip4:108.170.192.0/20
    • ip4:108.170.208.0/21
    • ip4:108.170.216.0/22
    • ip4:108.170.220.0/23
    • ip4:108.170.222.0/24

    # nslookup -q=TXT _cloud-netblocks2.googleusercontent.com 8.8.8.8

    • ip4:162.216.148.0/22
    • ip4:162.222.176.0/21
    • ip4:173.255.112.0/20
    • ip4:192.158.28.0/22
    • ip4:199.192.112.0/22
    • ip4:199.223.232.0/22
    • ip4:199.223.236.0/23
    • ip4:23.236.48.0/20
    • ip4:23.251.128.0/19

    # nslookup -q=TXT _cloud-netblocks3.googleusercontent.com 8.8.8.8

    • ip4:107.167.160.0/19
    • ip4:107.178.192.0/18
    • ip4:146.148.2.0/23
    • ip4:146.148.4.0/22
    • ip4:146.148.8.0/21
    • ip4:146.148.16.0/20
    • ip4:146.148.32.0/19
    • ip4:146.148.64.0/18
    • ip4:130.211.4.0/22

    # nslookup -q=TXT _cloud-netblocks4.googleusercontent.com 8.8.8.8

    • ip4:130.211.8.0/21
    • ip4:130.211.16.0/20
    • ip4:130.211.32.0/19
    • ip4:130.211.64.0/18
    • ip4:130.211.128.0/17
    • ip4:104.154.0.0/15
    • ip4:104.196.0.0/14
    • ip4:208.68.108.0/23
    • ip4:35.184.0.0/14
    • ip4:35.188.0.0/15

    # nslookup -q=TXT _cloud-netblocks5.googleusercontent.com 8.8.8.8

    • ip4:35.190.0.0/17
    • ip4:35.190.128.0/18
    • ip4:35.190.192.0/19
    • ip4:35.190.224.0/20
    • ip6:2600:1900::/35
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