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Troubleshooting

Solutions to common issues.

Account

Problems you might be experiencing:

  • I accidentally created an account
  • I am being forced to go through the first time planning guide again

Why this happens

The most common reason for this is that you "logged in" with a new email and accidentally created a new account.

How to fix

If you are already logged into your accidental account:

  1. Finish the first time onboarding (enter dummy data to move quickly)
  2. Go to your account settings and delete the account
  3. Then log back in with your usual account

If you aren't logged in:

  1. Log in to Sunsama from here: https://app.sunsama.com/login - We recommend using a private or incognito window.
  2. Go to your account settings and scroll to the bottom and delete your account.
  3. Then log back in with your usual account

Tasks

Missing tasks

Problems you might be experiencing:

  • All my tasks disappeared
  • I only see some of my tasks
  • I've returned to Sunsama after a while and all my tasks are missing

Why this is happening:

It's most likely that your tasks ended up in the archive after not being completed many days in a row or you've got a channel/context selected that isn't the "#all" channel and are only seeing tasks in that channel.

How to fix it:

  1. Check your archive. The archive is accessible through the "moon icon" in the right hand panel. Tasks that roll over, without any completion activity end up there.
  2. Make sure you are in the #all channel. You can change your channel from the channel selector by clicking the "Filter" button at the top of your workspace or via the keyboard shortcuts Shift F.
  3. Make sure you are logged into the right Sunsama account. If you are returning after a long time, it's easy to accidentally sign in with a different email account and accidentally create a brand new account. You can see what account you are logged into by clicking the "Sunsama" dropdown menu in the top right corner of the web and desktop app.

Tasks from my calendar are being auto-completed

Why this is happening:

When you import a meeting into your task list, Sunsama will automatically check it off when the end time of the meeting passes. You can change this setting by going to Settings > Calendars > Meeting import and changing the "Auto-complete imported calendar events" setting. Here's more information on that setting: Understanding Autocompletion.

The time information on my tasks show differently in various views

Why this is happening:

Sunsama shows you different views of the same time data based on how you are viewing the task.

In the Kanban View and Focus Mode, you see the timing information for the current day only. If you've been working on the task for multiple days, you won't see the cumulative time for the task.

In the task page view, you'll see the cumulative time information for the task, across all days. You can click on the "actual time" to see the breakdown by day.


Calendars

Calendars not showing

Problems you might be experiencing:

  • I can't see all my calendars.
  • I don't see the same calendars on web, desktop, and mobile.

Why this is happening:

The most common you aren't seeing your calendars is because you haven't toggled them on on your particular device. The calendars in view are saved on a per-client basis. This means you can see different calendars selected on web, mobile, and desktop.

How to fix it:

On web and desktop

  1. Make sure you've got the correct calendars' visibility toggled on. Click "Calendars" at the top of the Calendar panel, and click on calendars to toggle on/off their visibility.
  2. Go to Settings > Calendar and make sure the calendar is toggled as "Enabled". When you an enable a calendar, you add it to your list of calendars that are quickly accessible and visible in your workspace.

On mobile

  1. Navigate to the calendar tab from the bottom menu.
  2. Click on the "Hamburger Menu" in the top left corner of the app (three lines).
  3. Make sure you've got the correct calendars toggled on. Visible calendars show a filled in colored circle.
  4. If you aren't seeing the calendar in the list, click on "All calendars" and toggle the calendar on, then return to the last step to toggle it on.

Integrations

Wrong account connected

Problems you might be experiencing:

  • I connected the wrong account to Sunsama when integrating a tool
  • I keep connecting to the wrong account

Why this is happening

Browsers will often automatically connect Sunsama to whatever account is already logged into your other tools.

How to fix

  1. Remove your integration in Sunsama. You do this from your Workspace Settings. Click on the main "Sunsama" dropdown in the top left corner, then click "Workspace Settings". Scroll to the relevant integration and click "Remove".
  2. Re-add your integration. It's helpful to make sure you are logged out of the third party tool or already logged in with the account you want to integrate before you add the integration. You may also try this process within a private or incognito browser, which will force you to log in to the correct account each step of the way.

Error message: "Speak with your GSuite administrator"

If you are seeing this error message in your Gmail Integration: "It looks like you do not have the Gmail service enabled. Please speak with your GSuite administrator" you can try these reset steps.

How to fix:

If you run into any issues, please write to us at [email protected] with a screen recording and/or more details.

Google Domain Migration

Problems you might be experiencing:

  • My company migrated our Google Domain to a new domain and I'm not seeing my calendars.
  • My calendars and emails are no longer working.

How to fix

  1. Remove your calendar integration from your workspace settings.

  2. Go to your account settings and go to the bottom and change your primary email to your new one.

    This will require you to logout and then login with your new email.

  3. Go back to your workspace settings and re-add the calendar integration. This time make sure you authorize Google with the new account.

Please Re-add the Gmail Integration

This can happen when Sunsama's authorization to Gmail is revoked, this can happen for a variety of reasons like changing your password.

The first thing to try is to simply re-add the Gmail integration:
1. Click the "Re-add Gmail Account" button you see inside the Gmail panel.
2. When you see the Google permissions screen be sure to check off any check boxes related to providing email access.

If that doesn't work, you can attempt a full reset of your Gmail permissions, like this:

  1. Sign out of Sunsama completely
  2. Go to Google's Account Permissions Page and Revoke Sunsama's Permissions
  3. Sign back into Sunsama from this link: https://app.sunsama.com/signup
  4. When prompted with Google permissions, make sure to check off the check box granting access to email
  5. Re-add the Gmail integration from your workspace settings

All my emails aren't loading or showing

Please try the following:

  1. Ensure you don't have multiple labels simultaneously selected. Sunsama will only show emails that match all selected labels.
  2. Click "Filter" and make sure to show archived and imported emails.

"Need Admin Approval"

When you add an Outlook calendar integration in Sunsama, you must give Sunsama access to your Outlook calendar's data. This happens via a consent (OAuth) flow between Sunsama and Microsoft.

If, when adding an Outlook calendar, you see the screen that says "Need admin approval", this indicates that Sunsama is not allowed proceed with the consent flow because whoever manages the your domain has configured the company's Outlook to not allow third party apps like Sunsama to use this consent flow.

In order to allow Sunsama, you'll need to ask your IT admin to approve Sunsama, or allow third party apps from their Microsoft Outlook admin settings. Once that's whitelisted in Outlook, then this request flow will work.

Here's the link your IT person can use to fix this issue: https://docs.microsoft.com/en-us/azure/active-directory/manage-apps/configure-admin-consent-workflow


Mobile App

Beta Expired on iOS

If you can no longer use the mobile app because it says the beta is expired, please just re-open TestFlight on iOS and "Update" Sunsama to the latest version.

I can't install the iOS app via TestFlight because it's asking for a code.

Kill the TestFlight app entirely and then follow this URL you opened for the Sunsama mobile app again.

No Tasks or Days Planned show on Mobile App

Before you are able to see tasks or planned days on the mobile app or in a browser on mobile, you must first go through the Daily Planning Ritual once while logged into Sunsama on a desktop computer or laptop. This will unlock the mobile app.


Desktop App

Desktop app is too small or too big

Zoom in to the desktop app with the key combination CMD + Shift + +
Zoom out of the desktop app with the key combination CMD + -


Dark mode on Mac OSX

Scroll bars show in light mode but Sunsama is in dark mode

If you're experiencing light scroll bars constantly displaying while Sunsama is in dark mode, there are some settings you can adjust on your computer that should hide them most of the time.

Go to System Preferences > General.

If your "Appearance" setting is set to "Light" and your "show scroll bars" set to "always", you will always see these light scroll bars.

  • Changing the "Appearance" setting to "Dark" will often fix the scroll bars. Changing the setting to "Auto" may fix how they display, depending on the time of day and other settings.
  • Alternatively, you can change the "Show scroll bars" setting to "Automatically..." or "When scrolling" to hide the light scroll bars, until your mouse hovers over them.

Updated 6 months ago