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Gmail Troubleshooting

This guide helps you resolve common issues with the Fabius Gmail integration, from connection problems to draft generation issues.

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Pre-Troubleshooting Checklist

Before diving into specific issues, verify both required components are set up:

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✅ Gmail OAuth Connection

1. Log in to Fabius at app.fabius.io
2. Go to Settings → Integrations
3. Verify Gmail shows as “Connected”
4. Confirm your email address is displayed

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✅ Gmail Add-on Installation

1. Open Gmail
2. Look for the Fabius icon in the right sidebar
3. Click the icon and verify it loads
4. Ensure you’re authenticated

⚠️ Important: Both components must be working for email replies to function. Missing either one will prevent draft generation or access.

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Common Setup Mistakes

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Only Installing the Add-on

Problem: Installing the Gmail add-on without connecting Gmail in Fabius settings Result: Add-on shows “No drafts available” or connection errors Fix: Complete the Gmail OAuth connection in Fabius settings

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Only Connecting in Settings

Problem: Connecting Gmail in Fabius but not installing the add-on Result: Drafts are generated but you can’t access them in Gmail Fix: Install the Gmail add-on

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Using Different Accounts

Problem: Connecting one Gmail account in Fabius, but using a different account in Gmail Result: No drafts appear even though everything seems connected Fix: Ensure the same email address is used in both places

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Not Granting All Permissions

Problem: Declining some permissions during OAuth connection Result: Partial functionality or connection failures Fix: Disconnect and reconnect, granting all requested permissions

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Installation Issues

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”Access Denied” Error

Cause: Beta access restrictions Solution:

1. Contact your Fabius representative to request installation access
2. Provide your Google email address
3. Installation permissions are granted on a per-user basis during beta

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”Google hasn’t verified this app” Warning

Cause: Expected behavior during beta period Solution:

1. Click Advanced (bottom left)
2. Click Go to Fabius (unsafe)
3. This is safe and expected behavior
4. If you cannot proceed, contact your Fabius representative to be added as a draft tester

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Add-on Not Appearing in Gmail

Troubleshooting Steps:

1. Check Installation
   • Go to Gmail Settings → Add-ons
   • Verify Fabius is listed and enabled
   • Reinstall if missing
2. Browser Issues
   • Hard refresh: Ctrl+Shift+R (PC) or Cmd+Shift+R (Mac)
   • Try different browser (Chrome, Firefox, Safari)
   • Disable browser extensions temporarily
   • Use incognito/private mode
3. Account Issues
   • Ensure you’re logged into the correct Google account
   • Check for Google Workspace administrator restrictions
   • Verify account has add-on installation permissions

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Connection Issues

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OAuth Connection Failures

“Authorization Failed”

• Ensure you’re using the correct Google account
• Check if your organization allows third-party connections
• Try using a different browser or clearing cookies
• Contact IT if organizational policies block connections

“Permission Denied”

• Verify you granted all requested permissions
• Your Google Workspace admin may have restrictions
• Try disconnecting and reconnecting with full permissions

Connection Shows “Disconnected”

• Click Reconnect to re-authorize
• Google tokens may have expired (happens after 6 months of inactivity)
• Check for any Google security alerts in your account

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Add-on Authentication Errors

“Sign In Failed”

• Ensure you’re using the correct Fabius account credentials
• Clear browser cookies and cache
• Try signing out and back in to Fabius
• Verify your Fabius account is active

“Connection Error”

• Check your internet connection
• Verify Gmail OAuth is connected in Fabius settings
• Try refreshing the add-on panel
• Restart your browser if needed

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Draft Generation Issues

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No Drafts Appearing

Common Causes & Solutions:

1. Sender Not in CRM
   • Verify the email sender exists in your CRM
   • Drafts are only generated for CRM contacts
   • Check that contact email addresses match exactly
2. OAuth Not Connected
   • Go to Settings → Integrations in Fabius
   • Ensure Gmail shows as “Connected”
   • Reconnect if status shows disconnected
3. Email Doesn’t Require Response
   • Fabius only generates drafts for emails that need replies
   • FYI emails, confirmations, and automated messages are skipped
   • Try with a direct question or meeting request
4. Processing Delay
   • Wait up to 5 minutes for draft generation
   • Typical processing time is 1-2 minutes
   • Refresh the add-on panel after waiting

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Poor Draft Quality

Improving Draft Relevance:

1. Update CRM Data
   • Add recent conversation notes
   • Update opportunity stages
   • Include contact roles and pain points
   • Link emails to relevant opportunities
2. Configure Style Rules
   • Set up email style rules
   • Use “Generate from my emails” in Emails Settings → Style Rules
   • Create manual rules for specific scenarios
3. Enhance Knowledge Documents
   • Add relevant knowledge documents
   • Update product information
   • Include specific scenarios and examples
   • Ensure documents are linked to configurations

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Drafts Taking Too Long

Performance Optimization:

1. Check System Status
   • Visit status.fabius.io for service updates
   • Try during off-peak hours if possible
   • Contact support if widespread delays
2. Simplify Complexity
   • Archive very long email threads
   • Limit knowledge document references
   • Reduce number of active style rules
3. Browser Performance
   • Close unnecessary tabs and applications
   • Clear browser cache and cookies
   • Try different browser or incognito mode

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Email Tracking Issues

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Opens Not Tracking

Common Issues:

• Recipient has images disabled in email client
• Using plain text emails instead of HTML
• Privacy tools blocking tracking pixels
• Tracking disabled in Fabius settings

Solutions:

1. Verify tracking is enabled in Settings → Email
2. Use HTML email format
3. Test with your own email account
4. Check recipient’s email client settings

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Click Tracking Problems

Troubleshooting:

1. Use full URLs (https://…) in emails
2. Avoid URL shorteners that might conflict
3. Verify click tracking is enabled in settings
4. Test links before sending emails

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Data Sync Issues

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CRM Contact Sync Delays

Manual Sync:

1. Go to Settings → Integrations → CRM
2. Click “Sync Now” if available
3. Wait 2-3 minutes for completion
4. Check error logs for sync issues

Automatic Sync Problems:

• Verify sync frequency settings
• Check CRM API rate limits
• Review field mapping configuration
• Contact support for sync errors

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Email Activity Not Syncing

Verification Steps:

1. Ensure bidirectional sync is enabled
2. Check CRM integration status
3. Verify email was sent through Fabius
4. Allow up to 15 minutes for sync completion

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Performance Issues

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Slow Add-on Loading

Optimization Steps:

1. Clear browser cache and cookies
2. Disable unnecessary browser extensions
3. Close other Gmail tabs
4. Restart browser if needed

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High Memory Usage

Resource Management:

1. Close unused browser tabs
2. Restart Gmail periodically
3. Clear browser cache regularly
4. Use dedicated browser for Gmail if needed

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Error Messages

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Common Error Messages & Solutions

“Contact Not Found”

• Meaning: Email sender not in CRM
• Fix: Add contact to CRM or verify email spelling

“Integration Disconnected”

• Meaning: Gmail OAuth connection lost
• Fix: Reconnect in Settings → Integrations

“Draft Generation Failed”

• Meaning: Technical error creating draft
• Fix: Refresh add-on and try again; contact support if persists

“Insufficient Permissions”

• Meaning: Missing Gmail access rights
• Fix: Reconnect with all permissions granted

“Rate Limit Exceeded”

• Meaning: Too many requests in short period
• Fix: Wait a few minutes before trying again

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Getting Help

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Self-Service Resources

• Knowledge Base: Full documentation library
• Status Page: status.fabius.io for service updates
• Community: User forums and discussions
• Video Guides: Setup and troubleshooting tutorials

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Contacting Support

Before Reaching Out:

1. Try the troubleshooting steps above
2. Note exact error messages and steps to reproduce
3. Take screenshots of any errors
4. Check browser console for technical errors

Support Information to Include:

• Your Fabius account email
• Gmail account being used
• Browser type and version
• Exact error messages
• Steps you’ve already tried

Support Channels:

• Live Chat: Click help icon in Fabius app
• Email: [email protected]
• Priority Support: For urgent issues affecting multiple users

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Escalation Process

1. Level 1: Try self-service troubleshooting
2. Level 2: Contact support with detailed information
3. Level 3: Technical team review for complex issues
4. Level 4: Engineering escalation for system-wide problems

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Prevention & Maintenance

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Weekly Checks

• Verify Gmail connection status
• Update CRM contact information
• Review email style rules performance
• Clear browser cache if needed

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Monthly Reviews

• Audit email tracking accuracy
• Update knowledge documents
• Review and refine style rules
• Check for new integration features

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Best Practices

1. Keep CRM Updated: Better data leads to better drafts
2. Provide Feedback: Rate drafts to improve AI performance
3. Monitor Performance: Track email response rates
4. Stay Informed: Read release notes for new features

Remember: Most Gmail integration issues have simple solutions. Start with the basic troubleshooting steps before escalating to support.