Users aren't receiving messages from Guides

[kevinksullivan]

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Action Performed:

1. Clicked the chat link within my email summary
2. Don't see the messages that my email says should be present
3. Sent a reply message to the SDR in NewDot
4. Message the SDR in Slack because they did not respond to me in New Dot
5. The SDR let me know that they did not receive my message
6. I went back into New Dot, did not see my message

Expected Result:

Messages should be showing in NewDot if shown in email, and new messages should be delivered to the recipient

Actual Result:

No messages shown in the email summary are in chat, and chats sent aren't received by the recipient

Platforms:

Which of our officially supported platforms is this issue occurring on?

• [ ] Android / native
• [ ] Android / Chrome
• [ ] iOS / native
• [ ] iOS / Safari
• [ ] MacOS / Chrome / Safari
• [X] MacOS / Desktop

Version Number: Don't know Reproducible in staging?: Y Reproducible in production?: Y If this was caught during regression testing, add the test name, ID and link from TestRail: Email or phone of affected tester (no customers): paige.smith@team.expensify.com Logs: https://stackoverflow.com/c/expensify/questions/4856 Notes/Photos/Videos:

See most recent chat in email:

Newdot doesn't show the message above in the email summary:

SDR says they never got the message

Slack conversation: https://expensify.slack.com/archives/C036S0BVAHH/p1688578526266679

View all open jobs on GitHub

Upwork Automation - Do Not Edit

• Upwork Job URL: https://www.upwork.com/jobs/~014978668b0019f93f
• Upwork Job ID: 1678586787802390528
• Last Price Increase: 2023-07-11

[melvin-bot[bot]]

Job added to Upwork: https://www.upwork.com/jobs/~014978668b0019f93f

[melvin-bot[bot]]

Triggered auto assignment to @srikarparsi (Engineering), see https://stackoverflow.com/c/expensify/questions/4319 for more details.

[melvin-bot[bot]]

Triggered auto assignment to @zanyrenney (Bug), see https://stackoverflow.com/c/expensify/questions/14418 for more details.

[melvin-bot[bot]]

Bug0 Triage Checklist (Main S/O)

• [ ] This "bug" occurs on a supported platform (ensure Platforms in OP are ✅)
• [ ] This bug is not a duplicate report (check E/App issues and #expensify-bugs)
  • If it is, comment with a link to the original report, close the issue and add any novel details to the original issue instead
• [ ] This bug is reproducible using the reproduction steps in the OP. S/O
  • If the reproduction steps are clear and you're unable to reproduce the bug, check with the reporter and QA first, then close the issue.
  • If the reproduction steps aren't clear and you determine the correct steps, please update the OP.
• [ ] This issue is filled out as thoroughly and clearly as possible
  • Pay special attention to the title, results, platforms where the bug occurs, and if the bug happens on staging/production.
• [ ] I have reviewed and subscribed to the linked Slack conversation to ensure Slack/Github stay in sync

[melvin-bot[bot]]

Triggered auto assignment to Contributor Plus for review of internal employee PR - @abdulrahuman5196 (Internal)

[kevinksullivan]

@srikarparsi let me know what else you need to investigate this.

[srikarparsi]

Hey @kevinksullivan! I was looking into this today and tried checking out the logs but couldn't figure out whether the message was actually sent and stored in the db and if there is a problem rendering it in new dot or if there was a problem with sending the message itself and it is not being encoded correctly. I asked @chiragsalian if he had any advice and we scheduled a call for tomorrow morning so I should be able to figure out if I need any other information by then.

[srikarparsi]

Query to find the report id using both participants:

SELECT sr.reportID, COUNT(DISTINCT accountID) AS totalParticipants FROM sharedReports sr INNER JOIN reportNameValuePairs rNVPs ON rNVPs.reportID = sr.reportID WHERE rNVPs.name = 'expensify_policyID' AND rNVPs.value = '_FAKE_' AND sr.reportID IN (SELECT sr1.reportID FROM sharedReports sr1 INNER JOIN sharedReports sr2 ON sr1.reportID = sr2.reportID  WHERE sr1.accountID = 14645748  AND sr2.accountID = 11617966 ) AND sr.reportID NOT IN (SELECT reportID FROM reportNameValuePairs WHERE name =  'parentReportActionID' ) GROUP BY sr.reportID HAVING totalParticipants = 2;

[chiragsalian]

chirag@db2.rno:~$ sudo readdb.sh "SELECT sr.reportID, COUNT(DISTINCT accountID) AS totalParticipants FROM sharedReports sr INNER JOIN reportNameValuePairs rNVPs ON rNVPs.reportID = sr.reportID WHERE rNVPs.name = 'expensify_policyID' AND rNVPs.value = '_FAKE_' AND sr.reportID IN (SELECT sr1.reportID FROM sharedReports sr1 INNER JOIN sharedReports sr2 ON sr1.reportID = sr2.reportID  WHERE sr1.accountID = 14645748  AND sr2.accountID = 11617966 ) AND sr.reportID NOT IN (SELECT reportID FROM reportNameValuePairs WHERE name =  'parentReportActionID' ) GROUP BY sr.reportID HAVING totalParticipants = 2;"
reportID          totalParticipants
----------------  -----------------
1916732770519279  2

[srikarparsi]

Hey @kevinksullivan! Do you think you could ask Paige to refresh the page and also to sign out and sign back in to see if she gets the "Sorry Paige, would you mind adding my email to the meeting invite ..." message. Me and Chirag were debugging for a bit and we do see that message in the database so seeing if it comes up on refresh/sign out sign in would help figure out whether it's an issue with pusher to send notifications or something else.

[zanyrenney]

bump @kevinksullivan

[zanyrenney]

I will actually just message paige.smith@team.expensify.com myself!

[zanyrenney]

[PaigeSE]

Hi, I went into New Dot and refreshed the page. When I refreshed the black screen with the Expensify symbol showed for about a minute and then the room came up but none of the dialog appeared. I waited for 6 minutes and decided to try and sign out instead and I would get a pop-up window saying the tab wasn't responding.

Since I was not able to refresh or sign out before searching for the room I decided just to search for the chat. The chat room came up and I was able to see the messages with in the room.

[melvin-bot[bot]]

📣 @PaigeSE! 📣 Hey, it seems we don’t have your contributor details yet! You'll only have to do this once, and this is how we'll hire you on Upwork. Please follow these steps:

1. Get the email address used to login to your Expensify account. If you don't already have an Expensify account, create one here. If you have multiple accounts (e.g. one for testing), please use your main account email.
2. Get the link to your Upwork profile. It's necessary because we only pay via Upwork. You can access it by logging in, and then clicking on your name. It'll look like this. If you don't already have an account, sign up for one here.
3. Copy the format below and paste it in a comment on this issue. Replace the placeholder text with your actual details. Format:

   Contributor details
   Your Expensify account email: <REPLACE EMAIL HERE>
   Upwork Profile Link: <REPLACE LINK HERE>

[srikarparsi]

Thanks @PaigeSE! Just wanted to confirm, were you able to see the "Sorry Paige, would you mind adding my email to the meeting invite ..." message?

[PaigeSE]

Yes, I was able to see the message. I just wasn't able to take the steps requested.

[srikarparsi]

Got it, thanks Paige. For this issue then, I think it's related New Dot being slow in general and especially slow for guides who deal with significantly more policies. I asked about it in the vip-fast-apis channel here and will update this issue with a response.

[zanyrenney]

thanks @srikarparsi

[zanyrenney]

any update on this one yet @srikarparsi ?

[srikarparsi]

Hey @zanyrenney, not yet unfortunately, I'll look into it more tomorrow and ask if I need any more information.

[melvin-bot[bot]]

@abdulrahuman5196 @srikarparsi @zanyrenney this issue was created 2 weeks ago. Are we close to a solution? Let's make sure we're treating this as a top priority. Don't hesitate to create a thread in #expensify-open-source to align faster in real time. Thanks!

[srikarparsi]

Investigating these logs

[zanyrenney]

Anything come up from the logs that can help move this forward @srikarparsi ?

[srikarparsi]

Hey @zanyrenney! I haven't been able to get this today. How big of a priority is this? I'm focussed on a lot of WAQ bugs at the moment and am wondering if I can demote this to a weekly.

[zanyrenney]

Seeing as Guides drive our sales effort and help us grow, and this is part of ND, this one should be a priority too.

[zanyrenney]

I'm heading OOO so if you have other questions @srikarparsi - @kevinksullivan might be a good point of contact as he reported the bug. I'll also assign a Bug buddy to watch over this.

[melvin-bot[bot]]

Triggered auto assignment to @isabelastisser (Bug), see https://stackoverflow.com/c/expensify/questions/14418 for more details.

[melvin-bot[bot]]

Bug0 Triage Checklist (Main S/O)

• [ ] This "bug" occurs on a supported platform (ensure Platforms in OP are ✅)
• [ ] This bug is not a duplicate report (check E/App issues and #expensify-bugs)
  • If it is, comment with a link to the original report, close the issue and add any novel details to the original issue instead
• [ ] This bug is reproducible using the reproduction steps in the OP. S/O
  • If the reproduction steps are clear and you're unable to reproduce the bug, check with the reporter and QA first, then close the issue.
  • If the reproduction steps aren't clear and you determine the correct steps, please update the OP.
• [ ] This issue is filled out as thoroughly and clearly as possible
  • Pay special attention to the title, results, platforms where the bug occurs, and if the bug happens on staging/production.
• [ ] I have reviewed and subscribed to the linked Slack conversation to ensure Slack/Github stay in sync

[melvin-bot[bot]]

@isabelastisser @abdulrahuman5196 @srikarparsi @zanyrenney this issue is now 3 weeks old. There is one more week left before this issue breaks WAQ. What needs to happen to get a PR in review this week? Please create a thread in #expensify-open-source to discuss. Thanks!

[srikarparsi]

Hi @PaigeSE! Do you think you could send the urls for any other chats that this is occurring for?

[zanyrenney]

Bump @PaigeSE please can you send those URLs?

[PaigeSE]

Are we looking for URLs that I sent the message, can see it, and the other person didn't get it? Or do you want the URL for people I've sent messages to but when I come back the message is missing for me and they never got the message?

[srikarparsi]

The URLs for when you sent the message, can see it, and the other person didn't get it please.

[PaigeSE]

I know for sure this is one of them: https://new.expensify.com/r/7772587009623187

[melvin-bot[bot]]

@abdulrahuman5196 @srikarparsi @zanyrenney this issue is now 4 weeks old and preventing us from maintaining WAQ. This should now be your highest priority. Please post below what your plan is to get a PR in review ASAP. Thanks!

[srikarparsi]

Thanks @PaigeSE, if you have any details regarding the message that was sent which the other person didn't get, that would be helpful as well. Also, is this still reproducible for that chat? As in, if you send a new message in that chat, is it still the case that the other person won't receive it?

[srikarparsi]

Hey @PaigeSE! Bump on the above question. I also said you think this might've gotten resolved here. If that is the case, I can close out this issue and if it reoccurs, can you please provide a screenshot?

[PaigeSE]

Hi @srikarparsi and @zanyrenney, so I rewatched the video to find the conversation. Here's the link to the meeting https://drive.google.com/file/d/1COPvgrMJSEwDfxqWR_1h420c3E3yg1F4/view?usp=sharing and the time stamp should be 22:20-27:55 when we discuss him not getting the message and you can see his chat. I had sent a message to him titled Expensify Post-Demo Follow Up and he did not receive it to his email. I resent it while we were on the call. I could see it on my end but he could not see it on his end. He did find the original message but that message never came into his Inbox as an email like it should have.

Hey, I can not be sure it's resolved until someone brings it to my attention that a message was sent to me or never received from me. To my knowledge, it is resolved.

[PaigeSE]

I have a customer saying that they've been reaching out to me but I have nothing from them as you can see from the screenshot. So maybe the issue is not fixed.

[PaigeSE]

I'm not sure if I should post this here but I have another user who just messaged me. She was saying she isn't sure if I got her message and resent me what she told me before. I did get her message and I replied but I'm looking and I don't see the reply. All I see is an automated message that was sent. Should I post those details here or no?

[zanyrenney]

Hey @PaigeSE yes please.

@srikarparsi what's the latest here? this is affecting real users (our Guides!) and preventing us from closing deals which has a direct impact on revenue. Please can you prioritise this? Feel free to DM Paige to get more immediate answers, I've done that when working with SR/Guides and it helps speed up the process a bunch. Thanks!

[PaigeSE]

This is the other chat. As you can see she messaged me to give me an update on the Expensify Card she applied for. The second screenshot shows my reply but you can see that she follows up saying she doesn't know if I got her message and retells me what's in the first screenshot. I would also like to know when I posted here on Aug. 11 about this chat I also could not see my reply to her, so it looked as if I never responded.

[srikarparsi]

Thanks for the screenshots @PaigeSE!

@zanyrenney I was OOO friday and yesterday and am catching up on a bunch of issues. I have to prioritize a wave 6 issue today but I will try to make some progress on this today and might ask for help since this issue seems kind of complicated. Because it's not only that Users aren't receiving messages from Guides but also that Guides aren't receiving messages from users.

[srikarparsi]

Hey @PaigeSE, do you think you could send me the screenshot from your side with Trevor Wilsom when you said "hello" or "hi" from this video at around 25:10. I'll try to find that in our logs to see exactly what happened with the message.

Sorry remembered that you use NewDot more so will send you a dm there.

[PaigeSE]

Hi @srikarparsi ,

I cannot find my hello message or the message that I resent that day but luckily I have a screenshot showing that I had sent a message. The first screenshot is what I can see today. The second screenshot is from July 5 and you can clearly see that above Trevor messages I had resent the Follow Up message to him.

[srikarparsi]

From what I've understood, it looks like there's a couple of issues combined in this.

1. Messages that guides sent are disappearing when they try to view the message later. These messages are also not being sent to users. This probably means that the message is not being stored in the database. Link

2. Messages that guides are sending are still visible to guides later on. But these messages are not being received by users. This means the message is being stored in the database but might not be being stored correctly. Link

3. Messages that users are sending are not being received by guides. We're not sure whether or not the user can see the message when they revisit the chat. Link

I'm trying to find logs for each of the examples linked to figure out what command is going wrong but I'm having trouble locating them since we don't show the messages themselves in logs. I'm going to ask for help on this one since I understand it's pretty urgent for guides.

[StefStavri]

@PaigeSE what version of New Expensify are you working with? Can you please go to New Expensify > About and screenshot the window that pops up?

[PaigeSE]

[srikarparsi]

Hey @PaigeSE, sorry for asking a ton of questions but could you send the urls of the chats I linked in this comment. Whenever you get a chance. We store the reportID in the url and having that information would help us see which messages are being stored in the database and which are not.