in tray not functioning
The in tray is not functioning today
Forum Discussion
Hi MargSI
Sorry to hear you are having problem with InTray this morning. We are not aware of any service incidents this morning, and I just tested with uploading a PDF file from my computer to InTray with AccountRight v2020.1, which went through successfully.
Could you please clear their AccountRight cache then try using InTray again? If the problem persists after, please do provide more details such as the steps you took to use InTray, at which step are you stuck on, and the exact error message/behavior?
If it gives you the "Something went wrong" message, please try and find the Diagnostic Log on that computer and upload it here. To find the Diagnostic Log, please follow the instructions in this post - AccountRight Log Locations.
Hello
I cleared the cache but the intray still not functioning.
When I drag and drop into the intray there is no adding symbol as there normally is,I basically just get the windows spinning cursor then nothing. There is no error message.
Hi MargSI
Thank you very much for the additional information.
Could you please advise where you are dragging the PDF document from? Is it a saved file from your local computer, or is it an attachment within an email?
I dragged the file from an attachment within an email.
I am currently working on my file from a laptop and the intray is now working, so the previous problem may have been my office computer. I will know tomorrow
Hi MargSI
Thank you very much for the additional information. We've received similar reporting very recently regarding dragging attachments from within an email, dragging documents from local computer works fine as usual. For now you can work around this by dragging the entire email into InTray, which will upload all attachments within the email.
Our developer advised that no recent changes were made to InTray's back end, so this is likely caused by an recent Outlook/Windows update. In order for us to look into it further, could you please provide the following information when you have access to the office computer?
- When did it last work for you?
- How are you viewing the email, is it via a web browser or an email client such as Outlook?
- If using Outlook, what is its build number? It can be located via File > Office Account from the left panel > About Outlook
- Which Windows are you using? And was there any recent updates installed? Here is where you can check the update history in Windows 10. A screenshot of the update history would be much appreciated.
