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Error: Failed to fetch message details from Gmail please retry / refresh
Error: Failed to fetch message details from Gmail please retry / refresh

CEGS | Failed to fetch message details from Gmail API error

Updated over a week ago

CloudExtend relies on the Google API to return the message ID and additional details such as email sender/recipient (which is then sent to NetSuite to find matching records). When the Google API fails to return the message ID we alert the user with the dialog box below.
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Known issues

  1. The Gmail API does not return any results if the user is trying to attach a group or shared email.

  2. The Gmail API does not return results when the user exceeds usage limits set by Google.

  3. The Gmail API does not return results if a user has enabled Undo Send for x seconds. The results are returned once the mail is officially sent at which point the user will need to click Retry.

  4. The Gmail API is slow to return results if a user has attachments on the mail they are sending.

Working around the error

  • Click retry in the pop-up to force Google to try and return the message details.

  • If you are working in a group or shared mailbox you can forward the mail to yourself and then attach it from your own mailbox.

  • If the error still persists, navigate to a different email and come back to the mail and try again.
    You can quickly navigate between emails by using the next/previous message navigation arrows as shown below.

  • If you are still having issues it is likely you have exceeded some preset Google usage limits. In such a case there is likely some other integration consuming your Google API resources and you will need to wait for some period for Google to auto-reset and try again.

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