Why has Drag lost connection to my board or card?
Articles on: ⚒️ Troubleshooting
To be able to access and load shared emails to users, Drag needs certain permissions to the email owner's Gmail account. By 'email owner' we mean the user who originally received those emails.
Whether emails belong originally to a shared inbox or to an individual user, we are not able to access them (and load them on Drag) if those permissions are revoked. When this happens:
Boards linked to inboxes without permissions will stop receiving new emails in real time.
Cards from owners without permissions won't be accessible.
There are a few scenarios that lead permissions to be lost. This article explores the most common reasons why this happens and how to fix it.
This is the the most common reason. Every time you change the password of an account, that account will need to be re-authenticated in Drag.
Fixing this is easy: simply log in to the original account in Gmail, enable Drag and re-authenticate the account with the new password.
If a user shares their own emails on a board and then leaves (or is removed from) that board, their emails won't be accessible anymore.
To fix this, just re-invite that user to the board. Their emails will become immediately accessible again.
To check whether Drag currently has the permissions to access an account, just log in to that account in Gmail and go to Apps with access to your account. Any user can go to that setting and manually remove Drag's permissions, which will cause a misconnection.
To fix this, just log in to the original account in Gmail and grant the Drag permissions (that will be prompted automatically) again.
This is done automatically by Gmail. If a certain account (including a shared inbox i.e. support@) remains inactive for 6+ months, all permissions to third party applications are revoked by Gmail itself.
To fix this, just log in to the original account in Gmail, enable Drag and re-authenticate the account to re-activate it.
This is also done automatically done by Gmail, as it's perceived as a potential fraud. Our permissions to access a specific account will be automatically revoked when this happens.
To fix this, just log in to the original account in Gmail, enable Drag and re-authenticate the account to re-activate it.
Still need help? Our team will love to help at support@dragapp.com or live chat.
Updated on: 18/01/2023
To be able to access and load shared emails to users, Drag needs certain permissions to the email owner's Gmail account. By 'email owner' we mean the user who originally received those emails.
Whether emails belong originally to a shared inbox or to an individual user, we are not able to access them (and load them on Drag) if those permissions are revoked. When this happens:
Boards linked to inboxes without permissions will stop receiving new emails in real time.
Cards from owners without permissions won't be accessible.
There are a few scenarios that lead permissions to be lost. This article explores the most common reasons why this happens and how to fix it.
1. The password has changed
This is the the most common reason. Every time you change the password of an account, that account will need to be re-authenticated in Drag.
Fixing this is easy: simply log in to the original account in Gmail, enable Drag and re-authenticate the account with the new password.
2. The email owner has been removed from the board
If a user shares their own emails on a board and then leaves (or is removed from) that board, their emails won't be accessible anymore.
To fix this, just re-invite that user to the board. Their emails will become immediately accessible again.
3. The email owner has actively revoked Drag's permissions
To check whether Drag currently has the permissions to access an account, just log in to that account in Gmail and go to Apps with access to your account. Any user can go to that setting and manually remove Drag's permissions, which will cause a misconnection.
To fix this, just log in to the original account in Gmail and grant the Drag permissions (that will be prompted automatically) again.
4. The email owner has been inactive for 6+ months
This is done automatically by Gmail. If a certain account (including a shared inbox i.e. support@) remains inactive for 6+ months, all permissions to third party applications are revoked by Gmail itself.
To fix this, just log in to the original account in Gmail, enable Drag and re-authenticate the account to re-activate it.
5. Many logins at the same time from different geographies
This is also done automatically done by Gmail, as it's perceived as a potential fraud. Our permissions to access a specific account will be automatically revoked when this happens.
To fix this, just log in to the original account in Gmail, enable Drag and re-authenticate the account to re-activate it.
Still need help? Our team will love to help at support@dragapp.com or live chat.
Updated on: 18/01/2023
Actualizado em: 08/05/2023
Obrigado!