Answered

Unable to edit Sharing Rules

I'm not sure what the problem is, but I was in the middle of accessing and changing rules for my staff, when I was complete, this yellow message showed up. Now when I click on the 'Sharing Rules' link, I get the below error message. I'm unable to do anything within that section now. Any ideas as to how to fix this problem?

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  • Hello Frank,

    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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  • Hello Alejandro A  - This is still a problem. I have cleared all cache from all browsers. I'm using a Mac running on OS Mojave. I'm running Insightly in Chrome.

    These are the steps where I have encountered this issue. Someone within my company could not see the Contacts records. So, I went into System Settings > Sharing Roles, clicked on their user profile name to edit, then the screen flashed and I received the error message: An unexpected error has occurred. Please try again later.
    Well later is 24 hours now, and I still have the issue. Also, when I first log in for the day (and after I have cleared my cache), my Recent Activity displays nothing but a processing gif. See screenshot below.

    Alternatively, when I go into System Settings > Sharing Settings and click the blue button to the right, 'Edit Sharing Settings', the screen flashes again and says the same error message: An unexpected error has occurred. Please try again later.

    Is there an Insightly programming issue that happened while I was trying to edit my company's settings? Should I create a support ticket for this?

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  • Hello Frank,

    Thanks for this detailed information it really helps. Usually, I can help continue troubleshooting here and if needed I can always create the ticket on your behalf in case I need to escalate. I do see you submitted a ticket already and my colleague Jesus has escalated the issue to our Senior Tech team. 

    They'll be the perfect team to help resolve this and take a closer look at why you keep receiving these messages. Thanks for your time. 

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  • Great! Thanks Alejandro.

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