E-Mail and Xfinity Connect Help

[fcb1896]

My e-mail folders have all disappeared from the left column of my Inbox.  There is a "Loading . . ." message at the bottom of the column but nothing happens. I can still move e-mail messages to the folders but I cannot access or open the folders.  I have tried to open in both Firefox and Internet Explorer.

[CCCarole]

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fcb1896 wrote:

My e-mail folders have all disappeared from the left column of my Inbox.  There is a "Loading . . ." message at the bottom of the column but nothing happens. I can still move e-mail messages to the folders but I cannot access or open the folders.  I have tried to open in both Firefox and Internet Explorer.

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Which version of XfinityConnect do you use, the Full or the Lite?  Which browser/Version?

) Clear your Internet Cache and History and clear your browser cookies.

2) Reset your browser to the default settings.

3) Try a different browser - Firefox, Chrome or Internet Explorer depending on your current browser.

[fcb1896]

I am using the Full version of EfinityConnect and Firefox 9.0.1 for my browser.

I have done everything that you suggested but still cannot access the folders.

[CCCarole]

Have you tried Internet Explorer?  Have you tried switching to XfinityConnect LITE?  ( Under Preferences)

CC

[fcb1896]

Yes, I tried Internet Explorer and it did not work, but I switched to XfinityConnect LITE and I can now see and access my folders.  The screen view/setup is different and I can't figure out how to change it.  Is there only one view possible in LITE?  Is there anything else that I will be missing by using LITE?

[BruceW]

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fcb1896 wrote: ... The screen view/setup is different and I can't figure out how to change it. ...

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Xfinity Connect doesn't allow much customization. What would you like to change?

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fcb1896 wrote: ... Is there anything else that I will be missing by using LITE?

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According to http://customer.comcast.com/help-and-support/internet/xfinity-connect-lite/:

    The following features are not currently supported in the Lite version:

        Right-clicking on items to produce menus.
        Drag and drop functionality.
        Mouse-over help functions.
        Information about the size of particular folders.

[CCCarole]

You can also try these directions posted by JR (Email Expert)

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Try this from the Inbox Preview - it works for me within my work network (where something in that initial load is being blocked, causing the left-hand column to disappear.

From the Inbox Preview screen, click on the Preferences button or the Edit Preferences link. That should take you to the Preferences screen with a visible left-hand column.

From there, click on EMail on the top black bar (not in the Preferences menu). This should take you to your Inbox with the left-hand column intact.

JR

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CC

[monte1118]

I'm having the EXACT same problem. Yesterday, after a few hours of the folders list area being blank, the list magically reappeared, then today it's gone again. Never has happened before. Is this a sporadic problem that's likely to be fixed?

[ComcastKeisha]

fcb1896--- and monte1118

I am currently having your issue investigated and someone will be in contact with you soon.

[Gary8]

Same problem here as of I believe 1/25/12. All e-mail folders in left column have disappeared. Restarting Comcast does no good.

[JR071702]

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Gary8 wrote:

Same problem here as of I believe 1/25/12. All e-mail folders in left column have disappeared. Restarting Comcast does no good.

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As a workaround:
Try this from the Inbox Preview - it works for me within my work network (where something in that initial load is being blocked, causing the left-hand column to disappear).

From the Inbox Preview screen, click on the Preferences button or the Edit Preferences link. That should take you to the Preferences screen with a visible left-hand column.

From there, click on EMail on the top black bar (not in the Preferences menu). This should take you to your Inbox with the left-hand column intact.

JR

[monte1118]

JR:  I saw this post from you yesterday and tried it and it worked like a charm. But then today, my folder panel is blank again and tried what you suggested and this time it didn't work. Go figure?

[Gary8]

The "JR Fix for me has to be repeated every time I open up my e-mail

[monte1118]

For me, the JR Fix only worked the one time.

[cc_xc]

We are working on fixing this issue.  We have not been able to reproduce the issue on any of our own machines and think this might be related to programs or settings on users' machine conflicting with the webmail code.

It appears that clearing cache does not solve this issue.  We'd like to rule out any add-ons that might be running.  If you are still seeing this issue on IE in windows can you try logging into webmail using this browser ... 

# windows vista and xp

Click the Start button , click All Programs, click Accessories, clickSystem Tools, and then click Internet Explorer (No Add-ons).

# windows 7 (use the "option two" section)

http://www.sevenforums.com/tutorials/25331-internet-explorer-no-add-ons-shortcut-create.html

That will load IE but with add-ons temporarily disabled.

[nbuchko]

I also lost my email folder over the past week.  I tried all that has been listed in this forum, but still no success.

Nick

[cc_xc]

Can you provide your OS and browser version you are using when you see this issue?

[nbuchko]

Sure, I am running Vista Home Premium and the browser is Firefox 9.0.1.  The problem also is the same when running IE 8.

Nick

[cc_xc]

We were able to reproduce this issue, but it was only on a slower network connection - so I want to see if we can rule this out.

If you are seeing "loading" instead of your email folders on the left hand side, can you go to this site and run a speed test:

1. Go to: http://speedtest.comcast.net

2. Move the map around and locate the server nearest to you - click on that to begin the test

3. Once the test is done, click on the "copy url" button in the center, this will copy the link to your clipboard

4. Paste the link in this thread

[monte1118]

http://results.speedtest.comcast.net/result/114362492.png

[posdal]

Posting my speed test result in this thread as well as another in order to get this resolved asap:

http://results.speedtest.comcast.net/result/114368432.png

Running IE9 on Vista Home Premium. Thanks!!

[JR071702]

Moderator cc_xc posted the latest update on this issue here:

JR

[BruceW]

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JR071702 wrote: Moderator cc_xc posted the latest update on this issue here:

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CC_XC's post is at http://forums.comcast.com/t5/E-Mail-and-Xfinity-Connect-Help/where-did-my-email-folders-go/m-p/11831...

Note to JR: Before I posted this link, your link didn't work. Now that I've posted it, both links work. ?????

[CCCarole]

Bruce, probably s temporary glitch.  it worked right away for me.

CC

NOTE:  This is the latest post by cc_XC a Comcast moderator:

01-31-201208:07 AM

Thanks for all of your feedback.  We are analyzing these results now with the developers.  Please note that this is a top priority for us right now but unfortunately we don't have an ETA on when this will be fixed.

[CCCarole]

Thanks for all of your feedback.  We are analyzing these results now with the developers.  Please note that this is a top priority for us right now but unfortunately we don't have an ETA on when this will be fixed.

[EG]

Hmmm... FWIW, I'm still getting a "page not found" error with JR's link.

[JR071702]

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EG wrote:

Hmmm... FWIW, I'm still getting a "page not found" error with JR's link.

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I'm pointing to another page and using text that is different than the link itself.   I think it's an issue with the Lithium software parsing the hyperlink.

JR

[nbuchko]

Speed test results:

http://results.speedtest.comcast.net/result/114556102.png

I was able to run the speed test using firefox but had to email the results using Internet Explorer.  Sometimes I can get into my email, sometimes I cannot/

Nick

[CLAUDIACONLEY]

I HAD THE PROBLEM WITH MY EMAILS NOT OPENING UP SO I COULD READ THEM.  AFTER ABOUT A TWO WEEK PERIOD OF DAILY PHONE CALLS AND A FEW "UNLADY LIKE" BURSTS OF DIS -SATISFACTION AND STILL NOT BEING ABLE TO OPEN & READ MY EMAILS, I OPENED AN ACCOUNT AT HOTMAIL.COM.  I CHANGED MY CONTACT INFO WITH THOSE WHO NEEDED MY NEW INFO.  I WOULD GO TO COMCAST EMAILS AND FORWARD THEM TO MY HOTMAIL ACCOUNT.  EVERYTHING WORKS QUIT WELL THIS WAY.  THERE ARE SOME POWER POINT VIDEOS FROM ONE OF MY FRIENDS THAT DOES NOT  PLAY THE AUDIO...  WITH MY EMAILS, I COULD QUICKLY DO ONE EMAIL BEFORE I GOT THE MESSAGE "CRITAL ERROR IN THE ZIMLET COMCAST_SEARCH"  NOW, NOT ONE PERSON IN THAT 2 WEEK PERIOD KNEW WHAT THAT MEANT OR HOW TO SOLVE THE PROBLEM.  THEY EVEN TOLD ME THAT IT WAS MY COMPUTER..TO OLD..ETC.  MY HOTMAIL & AOL EMAILS ALL LOAD UP, OPEN, AND ARE READABLE. I HAVE TO ADMIT I'M NOT TO LEARNED ON THE COMPUTER.  I JUST BLEW UP, LOST MY MIND....   I'M 71 YRS, HANDICAPPED, OL' LADY & MY COMPUTER & ANCESTRY.COM ARE MY LIFE.   CLAUDIA

[cas99]

Having the same issue with folders disappearing the last several days. Did the speed test. Read through the replies on this post and changing to the lite seems to work but I'd prefer to use the regular version rather than the lite.

http://results.speedtest.comcast.net/result/114732822.png

[CCCarole]

Posted Tuesday morning by a Comcast Administrator:

01-31-201208:08 AM

Thanks for all of your feedback.  We are analyzing these results now with the developers.  Please note that this is a top priority for us right now but unfortunately we don't have an ETA on when this will be fixed.

[CCCarole]

Thanks for all of your feedback.  We are analyzing these results now with the developers.  Please note that this is a top priority for us right now but unfortunately we don't have an ETA on when this will be fixed.

[monte1118]

Not sure if anything has officially been fixed, but I've been getting my folders list all day today.

[nbuchko]

As a follow-up, if I use Xfinity Connect Lite, I get my folders back.  With just Xfinity Connect, I still cannot see my folters.

Nick

[posdal]

Still nothing here. Forced to use the work around.

[cas99]

Still not getting the folders back on a permanent basis. Sometimes they are there. More often they are not.

[monte1118]

I agree. The list only occasionally shows up.

[cc_xc]

I'm looking to pull log information for this specific issue.  Can you please do this ...

- Log into your email and click on email tab and try to reproduce this.  

- Close the browser and try again another 2-3 times (so we can be sure we get good logging info).

- Send me a private message (instructions below) with your email address that is having the issue and the approx time you did these steps to get the issue

* To send a private message, click on "cc_xc" then "send this user a private message"

[cas99]

Still not seeing folders most of the time.

[timtoswtchcarri]

I am now experiencing this same problem with the folders not loading. I was also told by a customer service tech that the problem must be my computer. Has Comcast figured out what is causing this file loading problem or have we all suddenly developed similar computer problems. The problem is on our end?

[cc_xc]

We are working to push this fix out in the next few weeks.  I apologize for this inconvenience. 

[durango5]

I , too, am having the same issue.  I need my comcast email, Internet Browser to WORKK!  I use this with my FOLDERS and SUB FOLDERS for my at home job and much business.  Folders have been missing for a month and Comcast has been of NO HELP.  I will try some of these things that you all have posted-THANK YOU!

[durango5]

I hope you will be posting the fix so we know what to do to get out folders back in e-mail.  We at home here have changed NOTHING on our computer .

[CCCarole]

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durango5 wrote:

I hope you will be posting the fix so we know what to do to get out folders back in e-mail.  We at home here have changed NOTHING on our computer .

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If you are able to get into the Preferences in Xfinityconnect: Click on Preferences. A window opens in the General tab. You will see Xfinityconnect and Xfinityconnect Lite Click on Xfinityconnect Lite Now click on SAVE at the top of the window Click on the home tab You should now be using the Lite version of Xfinityconnect Click on 'View Entire Inbox' Do you see the Folders now? Post back the results please. CC

[durango5]

Hi CC-Yes this has worked by going to Comcast Lite.  I thought it was just our Explorer but it looks like others have had this issues also.  This works now ever time I log back in-My folders are there

[CCCarole]

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durango5 wrote:

Hi CC-Yes this has worked by going to Comcast Lite.  I thought it was just our Explorer but it looks like others have had this issues also.  This works now ever time I log back in-My folders are there

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Super IF you'd like... Using the same directions, now try switching BACK to the full version of Xfinityconnect...Are the Folders still there or not? Please let me know,thanks! CC

[durango5]

Hi CC

no the folders are not there, so I have to continue to use the lite if I want my folders.

[cas99]

Is anyone at Comcast doing anything about this? I posted back in the beginning of February and it's now the beginning of April and it still hasn't been fixed. I'm using the lite version which is not as good as the regular version. Someone from comcast had posted and was looking into it but now nothing. Something like this shouldn't take 3-4 months to fix.

[CCCarole]

I have asked for any updates by the XfinityConnect team CC

[durango5]

Thank you!

[cas99]

Did you happen to get a response in the last month and a half about when they are going to fix the issue?

[timtoswtchcarri]

I have not seen any recent updates. I am no longer confident that the problem is being seriously addressed.
I was on the phone with Comcast Customer Service for a different internet problem and asked the technician if he had heard about any progress on this problem. The tech was completely unfamiliar with the problem.

I can only assume from the limited updates from support, the fact that this forum dates back to January, and that the call center customer service representatives are not even briefed on the problem, that this issue is not on anyone's priority list.