Answered

contacts and organisations on the system but not appearing in searches

I have 3 users using insightly, we have entered contacts and organisations and yesterday the search facility changed, it is not recognising contacts or organisations in the system. When the user scrolls down the contact or organisation is there.  Also, if the contact is entered into a project via the contact link, the contact is not found.  

there are no filters set on any of the logins and they are all behaving the same way.

has anyone encountered this and solved it?

 

 

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Comments

9 comments
  • Hi Terry,

    Can you send a screen shot of a Contact in your system that is not appearing in the search?

    Also, if you are on a paid Insightly account, you can reach out from the email associated with your account to support@insight.ly and work directly with our care team. 

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  • I'm experiencing a similar issue.  I'm adding some new organizations and contacts, but I can't link them to each other.  I can see the organization in the list and I can see the contact, but when I try to add them in "related", they don't show up.  It's been about 30 minutes since I added the first one, but it still isn't showing up in a search.

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  • Hi Vince,

    As you are a paid customer and this ticket would require screen shots of your account, I am going to open a ticket for you and will respond there. 

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  • Hello, I'm currently using the free version of Insightly and having the same issue. Could someone please let me know if/when the issue is resolved and what is needed on my end?

    Thank you,

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  • Just want to add that the same thing is happening to me the past week.  1.  Sometimes (not all the time) it takes hours, if not more, for a contact/lead to be searchable.  The contact /lead is there but does not show up on the search.  2.  Also, sometimes (not all), a lead is created and I'm unable to link the lead to an email because it can't find the lead.

    I'm not looking for an answer now or to open a ticket because its hard for me to duplicate - but just wanted to share that this is happening and it's a recent situation.  I will follow this post for solutions.

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  • Same problem here. Under the new UI a lot of very important features and capabilities seem to have disappeared including this one -seeing lists of related contacts in an organization, plus organizations not showing up after they were entered.  I'm a paying user.

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  • Hello Damian,

    I'm sorry you're having trouble with that. It sounds like your issue could be related to your web browser.

    To check if it’s the browser, can you try accessing the page with a different browser than the one you have been using? We recommend Firefox or Chrome and make sure that you've updated your browsers to the latest available version.

    If it works in another browser, I suggest logging out of all accounts, clearing the original browser’s cache, then signing back in to see if that resolves the problem. Here are the instructions for how to clear your cache; we've included instructions for all popular browsers, so regardless of which browser you use, we've got you covered:

    Chrome

    Firefox

    Microsoft Edge

    I hope that helps. If not, let us know which operating system and browsers you've tried and we'll continue to investigate. Any additional details about the steps you're taking will also help us troubleshoot for you.

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  • Hi Alejandro,

    Thanks for getting back. The problem appears to now be fixed as I'm seeing a "Related" tab with all my associated contact info now.

     

     

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  • Hello Damian,

    Glad to hear it!

    Enjoy the rest of your day. 

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