Issues logging in on Chrome broswer

Problem reported by Barbara Renowden - 4/24/2018 at 11:12 AM

Resolved

Lately, we have been getting a lot of complaints from webmail users that login in on Chrome will not take the username and password it just deletes them when hitting submit. Also if you tab between user name and password it removed the previously typed entry.

Below is an image of filled out when I hit submit it disappears. I have had several other clients complain about this issue. Any ideas?

Barbara Renowden President / Co-Founder Centric Web, Inc. https://www.centricweb.com

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Andrea Free Replied

4/24/2018 at 2:13 PM

Employee Post

Hi Barbara,

Can you please let me know the SmarterMail version you're running?

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

Barbara Renowden Replied

4/24/2018 at 2:37 PM

SmarterMail Enterprise Version - 16.3.6684 It has been this way for the last 3 updates. Kept hoping it would get fixed.

Barbara Renowden President / Co-Founder Centric Web, Inc. https://www.centricweb.com

Millennium Systems Replied

4/24/2018 at 3:16 PM

This issue is related to a Chrome extension, haven't identified the exact one yet.

https://portal.smartertools.com/community/a90577/chrome-blanks-user-and-password-field-cant-login.aspx

Andrea Free Replied

4/25/2018 at 9:35 AM

Employee Post

Hi Barbara,

Are there any extensions enabled in Chrome? If you feel comfortable with it, would you please list them here? As Millennium Systems mentioned above, we believe this issue is related to a browser extension, since opening an incognito Chrome window seems to resolve the issue.

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

Barbara Renowden Replied

4/25/2018 at 11:17 AM

We did some testing and think it may be related to an extension in Chrome called Grammarly. I need to reach out to some of our clients to see if they also have this extension installed. I will post back with results.

Barbara Renowden President / Co-Founder Centric Web, Inc. https://www.centricweb.com

Andrea Free Replied

4/25/2018 at 12:20 PM

Employee Post

Thank you for the update, Barbara! That's very helpful.

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

Andrea Free Replied

4/25/2018 at 12:36 PM

Employee Post

I just added Grammarly to my Chrome browser, and I'm seeing the same behavior. We'll look into what might be causing this problem with the login page.

From what I've seen, SmarterMail works as expected once you're actually logged in. Please feel free to let your users know they can continue using Chrome while we look into this. However, they'll just need to temporarily disable Grammarly then refresh the SmarterMail login page in order to log into SmarterMail. (I'd recommend using Remember Me so they don't have to do this again.) Once logged in, they can turn Grammarly back on.

EDIT: In another thread related to this topic, John Marx mentioned the following, and it may help your users out as well:

You can disable Grammarly on any website. To do so you would do the following.

https://support.grammarly.com/hc/en-us/articles/115000091612-Disable-the-Grammarly-extension-on-one-or-more-websites

--John Marx

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

W. T. Leaver Replied

4/26/2018 at 11:27 AM

I've had the same report from a client yesterday. Same version of SM as well. She kept saying she couldn't type anything into the fields, which made no sense to me, but now it's starting to.

John Kisha Replied

8/20/2018 at 2:21 PM

I'm experiencing the same problem. I found that using an incognito browsing session will allow you to log in as expected. I just figured that it was some sort of caching issue or something so didn't bother to report it--until today when a client informed me she was experiencing the same issue. :(

Andrea Free Replied

8/20/2018 at 2:36 PM

Employee Post

Hi John. Please see our article, Cannot Login to SmarterMail Using Chrome, for details on how to log in while using the Grammarly extension: https://portal.smartertools.com/kb/a3419/cannot-login-to-smartermail-using-chrome.aspx

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

Andrea Free Replied

9/25/2018 at 10:52 AM

Employee Post Marked As Resolution

The SmarterMail login issue caused by using the Chrome extension, Grammarly, has been resolved in SmarterMail 16.3.6830:

Fixed: Grammarly browser extension causes login page to not be usable.

Please upgrade your installation to this version or higher to allow users to log into SmarterMail with Grammarly enabled.

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

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