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Troubleshooting Connection and Saving Issues in the Email Builder

If you see an error message or your changes aren't saving in the Email Builder, your internet connection may be unstable. Email Builder requires a stable connection to auto-save your work and enable real-time collaboration with team members.

What You'll See

Connection issues in Email Builder display as:

  • A grey "Connecting..." message
  • Changes not saving automatically
  • An error message prompting you to refresh the page
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Fix Connection Issues

Quick fix:

  1. Refresh your Email Builder page (press F5 or click the browser refresh button)
  2. Wait for the connection to re-establish
  3. Verify your changes saved by checking the last modified timestamp

Other common causes and solutions:

VPNs, ad-blockers, and browser extensions

  • Disable VPNs while working in Email Builder
  • Turn off ad-blocking extensions (uBlock Origin, AdBlock Plus, etc.)
  • Disable browser extensions that modify web content
  • If you cannot disable these programs, ask your IT team to verify that ContactMonkey's trusted URLs are whitelisted

Network connection

  • Use a wired ethernet connection instead of wifi
  • Close unnecessary browser tabs and applications
  • Contact your IT team to check your network stability
  • Ensure your firewall isn't blocking ContactMonkey's cloud services

Computer sleep mode

  • Always save your work before leaving your computer idle
  • When your computer goes to sleep, it severs the connection to ContactMonkey's servers
  • Adjust your computer's sleep settings if you take frequent breaks while designing emails

Why This Happens

Email Builder auto-saves frequently to support real-time collaboration. When multiple team members edit the same template simultaneously, the system needs constant connection to sync everyone's changes. If your connection drops, the auto-save session ends and your edits may not be recorded.

Important: If you continue editing during a connection interruption, the system may roll back your changes to the last successfully saved version to prevent conflicts with other collaborators.

When to Contact Support

Contact ContactMonkey support if:

  • Refreshing doesn't resolve the connection message
  • You have a stable internet connection but still see saving errors
  • Your changes consistently disappear after saving
  • Multiple team members experience connection issues simultaneously
  • You've disabled VPNs and extensions, but still can't connect