Introduction
Customers may encounter issues when their internet connection is unstable when editing or creating new templates. A strong internet connection is always recommended when working with the ContactMonkey Email Builder, as the Email Builder is frequently updated to our cloud services so that changes are recorded quickly for collaboration purposes.
If the connection is lost, several issues can occur with the automated saving process that ContactMonkey uses. Customers may also see a grey Connecting... message
Reason
When users have co-editing enabled in the ContactMonkey Email Builder, it is ready for other team members to hop into the same template to make changes simultaneously. This means that changes need to be saved frequently so that others who are making edits can reflect each person's changes.
To allow others to make edits and reflect the changes, a strong network connection must be in place so all collaborators can collaborate simultaneously and make additional changes themselves. A loss in connection can result in a connection closing for the user, where a user then makes changes that are no longer being automatically saved.
This is due to the characteristics of the ContactMonkey Email Builder and its process of creating a session so many users can collaborate on a document.
Solution
Customers with frequent unstable internet connections are recommended to use a wired connection or troubleshoot their internet connection with their local IT team.
If a user sees the Connection... message, we recommend customers refresh the ContactMonkey Email Builder page if a connection issue occurs. This is to ensure a session is re-established.
This is because an unstable connection can also lead to the changes becoming out of sync and can cause confusion in the collaborative space. If this situation happens, the system may roll back changes to the last known best state.
Customers with a longer-term connection issue may also see the following error message encouraging a page refresh. It is highly recommended to do so when this issue occurs