topic Re: Can't move emails into folders since the upgrade and cant access address book in Email

Can't move emails into folders since the upgrade and cant access address book

GrahamPodd7 — Sun, 10 Sep 2023 12:13:20 GMT

Since the upgrade, the ability to move my emails into folders has stopped working. It worked initially. Also none of the applications work so I can't access my address book or make copies of any email.

Extremely frustrating

Re: Can't move emails into folders since the upgrade and cant access address book

Gondola — Sun, 10 Sep 2023 12:52:43 GMT

Hi GrahamPodd7

You should be able to select the message and from the toolbar above the message view select the move icon. If the pane for the message detail view is too small then the icon may be obscured off the right side of the display so just drag the message detail view wider and that should then show the full set of icons and the triple dots menu for more actions including the ability to copy a mail message to a new folder.

The failure of Drag and Drop has been noted by a few TalkTalk Mail customers although Drag and Drop is working for me on the two mailboxes that have been migrated to the new platform. Just let us know, put your email address into Private Notes in your Community profile and it'll be added to the list of mailboxes that require this particular issue correcting.

The App icons should be as shown below and accessed either from the blue header bar or the Apps menu via the triple line menu icon at the start of the toolbar.

What do you see and what happens when you select the Address Book icon?

Re: Can't move emails into folders since the upgrade and cant access address book

GrahamPodd7 — Sun, 10 Sep 2023 16:35:00 GMT

When I try it, I keep getting the following message

"Failed to start application. Maybe you have connection problems. Please try again."

I don't have any connection problems so the problem must be with TalkTalk. It's happened since they updated the email system.

Re: Can't move emails into folders since the upgrade and cant access address book

Gondola — Sun, 10 Sep 2023 17:35:21 GMT

OK, that's definitely an App suite error message. Normally there's just a transient issue but if the issue persists then it'll need investigation by the Open Xchange admins.

Add the email address to your Community profile Private notes and I'll alert TalkTalk Support to pick up from Monday onwards.

Re: Can't move emails into folders since the upgrade and cant access address book

Ady-TalkTalk — Mon, 11 Sep 2023 07:44:28 GMT

Hi GrahamPodd7, I'll need to check a few details before I can raise a fault ticket for you. Please provide the Operating System, browser version and confirm that you've tried in at least 2 browsers and cleared cache and cookies too.

Ady

Re: Can't move emails into folders since the upgrade and cant access address book

Gondola — Tue, 12 Sep 2023 12:06:49 GMT

Hi GrahamPodd7

Just on the failure of Drag and Drop, I've just been doing some more testing. I can now replicate the failure of Drag and Drop.

Windows 11 and Chrome Version 116.0.5845.188 (Official Build) (64-bit) with the Ghostery Ad Blocker extension.

With the Ad Blocker active Drag and Drop works as normal.

With the Ad Blocker paused and the page reloaded the Drag and Drop fails.

With the Ad Blocker resumed and the page reloaded the Drag and Drop works as normal.

I suggest you try an Ad Blocker and confirm the results.

Re: Can't move emails into folders since the upgrade and cant access address book

Gondola — Wed, 13 Sep 2023 20:10:54 GMT

How are you getting on? - have you added an Ad-Blocker like Ghostery to the browser to prove that Drag and Drop does work when advertising is blocked?

I've carried out further testing today on the Drag and Drop fail. I can now consistently replicate the Drag and Drop fail and associate that with the selective blocking / unblocking of Trade House Media - tradecore.tradehouse.media - such that when blocked the Drag and Drop functions and when unblocked the Drag and Drop fails. This is not the first time that Trade House Media have disrupted the normal functioning of TalkTalk Mail.

Re: Can't move emails into folders since the upgrade and cant access address book

Gondola — Thu, 14 Sep 2023 11:29:57 GMT

Hi GrahamPodd7

Has the loss of the app suite apps been resolved for you? I see there's another customer facing the same issue. Just asking in case there's a simple resolution.

Re: Can't move emails into folders since the upgrade and cant access address book

Gondola — Fri, 15 Sep 2023 12:18:01 GMT

Hi GrahamPodd7

You've not responded. Are you now using an Ad Blocker as a workaround for the Drag and Drop fail? I appreciate your time to let me know. Thank you.

The Drag and Drop fail is still present today 15 September. So neither TalkTalk nor Trade House Media have done anything to fix the code fail. The last time this happened there was a conflict in code usage. Trade House Media gave an undertaking to check, prior to implementation, any code changes with Open Xchange, the mail platform operator.

The above screenshot shows Ghostery blocking 6 instances of tradehouse.media and when blocked the Drag and Drop functions normally. When tradehouse.media is Allowed then the Drag and Drop fails.