Kitedesk starts with empty desktop

[FIT]

Hi, 

I started beta-testing KiteDesk two weeks ago; except some Gmail related issues the product worked perfectly fine and I was really excited.

Since a week I only see a blank desktop when I start KiteDesk. I'm able to change the background picture but nothing else. No Menu and my old settings (shortcuts etc.) disappeared.

Any thought's what's wrong? Does it evtl. have to do something with my Google Account (I'm using it with an Google Apps Business Account) and associated sign-in method or is it related to KiteDesk?

Any hints how to fix this would be great. Would love to continue using KiteDesk.

BTW Is there a release roadmap with infos regarding the release of the different packages (cloud, enterprise editions etc.)

Thx, Thomas

[Jack Kennedy]

Thomas,

Thank you for the feedback, we are sorry to hear that you have encountered an issue.

We will have you back up and running soon, the issue is likely associated with the single sign on process.

There are a few bits of additional information that would be valuable to us.

• Browser Type and Version
• Any Errors in the JavaScript Console (If you are familiar with it, if not, no worries)
• How do you launch KiteDesk, are you going directly to the url or are you navigating through the menu in your Google Apps UI.  When you are on Google's mail interface it would be in the menu as /more../ KiteDesk

Thanks for any additional details.

Jack

--
Jack Kennedy

CEO - KiteDesk

mobile: (813) 494 - 5270

email: jken...@kitedesk.com

[jrodr...@kitedesk.com]

Hi Thomas,

Sorry for the rapid fire follow up of questions, but I have a few more for you as I attempt to debug the issue.

Did you add additional accounts after logging in to KiteDesk?
If so, where they all Google or Google and Dropbox?

Thanks,
Jared

-- -- -- -- --

Sent using KiteDesk

[Thomas Fickert]

Hi Jack,

thanks for the quick reply. Here my input:

• Browser: Latest Version of Chrome 18.0.1025.165 in latest Version of Lion on various Macs (MacBook Air/Pro etc.)
• Javascript: No error messages currently; I had a few issues (like posted by the others) in the last couple of days but not now
• Launch-Method: Mostly I'm logged into Chrome and then go to KiteDesk either via a Bookmark or putting the Adress directly in; I also tried it via the Menu in Google Apps but always the same result: a "blank" desktop. 

Sidenote: I have two different Chrome Browser Profiles (a Business and a Personal); within that profiles I have in addition two Google Accounts each between I'm switching; My guess is that it must have something to do with the login ...

Hope this helps.

Thomas

2012/4/29 Jack Kennedy <jken...@kitedesk.com>

[Jack Kennedy]

Thomas,

Sorry for the delay in responding.

Can you tell me which email addresses you have connected with your KiteDesk account.

If you can also list the email addresses from your Chrome profiles it will help us to see if the authentication process is getting hung up between the accounts.

Thanks,

Jack

[Jack Kennedy]

Thomas,

Would you be available at any time to do a quick GoToMeeting with us so that we can take a look at this issue directly?

Thanks again for your assistance in identifying the cause of this issue.

Thanks,

Jack

[Thomas Fickert]

HiJack,

no problem. We can make a GoToMeeting. Best time for me would be Friday 4th of May late afternoon CET; I'm located in Munich; I'm open also to chat at a different time. Feel free to make a proposal.

To answer your question below: I'm using thomas....@applaxa.net as sign in. This is my Google App Account. This is the admin account for the App Domain applaxa.net. BTW we're currently in the trial period for Google Apps and will be moved into a "full account" on May 5th. The sign-up process from Google Apps is currently not straightforward maybe something went wrong. I tried twice and deleted KiteDesk from the App Domain after it didn't work and re-installed but still no success. It worked just the first time for 2-3 days ...

BTW I've signed up for the Kitedesk beta also with a private e-mail and there everything works on the same machine/browser (just in a different Google Chrome Profile); so it must have to do something with the specific E-Mail adress I'm using for the sign-in.

Last note: I wasn't able to successfully configure the Google Mail app witin Kitedesk on both accounts. Seems that there is a special trick with the labels required.

Looking forward to talk to you and help out to make a great product even better ;-)

Thanks & best wishes
Thomas

Am 02.05.2012 um 16:21 schrieb Jack Kennedy:

Thomas,

Would you be available at any time to do a quick GoToMeeting with us so
that we can take a look at this issue directly?

Thanks again for your assistance in identifying the cause of this issue.

Thanks,
Jack

On Tue, May 1, 2012 at 7:19 AM, Jack Kennedy <jken...@kitedesk.com> wrote:

> Thomas,
>
> Sorry for the delay in responding.
>
> Can you tell me which email addresses you have connected with your
> KiteDesk account.
>
> If you can also list the email addresses from your Chrome profiles it will
> help us to see if the authentication process is getting hung up between the
> accounts.
>
> Thanks,
> Jack
>
>
> On Sun, Apr 29, 2012 at 9:20 AM, Thomas Fickert <
> thomas....@applaxa.net> wrote:
>
>> Hi Jack,
>>
>> thanks for the quick reply. Here my input:
>>
>>

>> - *Browser*: Latest Version of Chrome 18.0.1025.165 in latest Version

>> of Lion on various Macs (MacBook Air/Pro etc.)

>> - *Javascript*: No error messages currently; I had a few issues (like

>> posted by the others) in the last couple of days but not now

>> - *Launch-Method:* Mostly I'm logged into Chrome and then go to

>> KiteDesk either via a Bookmark or putting the Adress directly in; I also
>> tried it via the Menu in Google Apps but always the same result: a "blank"
>> desktop.
>>
>>
>> Sidenote: I have two different Chrome Browser Profiles (a Business and a
>> Personal); within that profiles I have in addition two Google Accounts each
>> between I'm switching; My guess is that it must have something to do with
>> the login ...
>>
>> Hope this helps.
>> Thomas
>>
>>
>> 2012/4/29 Jack Kennedy <jken...@kitedesk.com>
>>
>>> Thomas,
>>>
>>> Thank you for the feedback, we are sorry to hear that you have
>>> encountered an issue.
>>>
>>> We will have you back up and running soon, the issue is likely
>>> associated with the single sign on process.
>>>
>>> There are a few bits of additional information that would be valuable to
>>> us.
>>>
>>>

>>> - Browser Type and Version
>>> - Any Errors in the JavaScript Console (If you are familiar with it,
>>> if not, no worries)
>>> - How do you launch KiteDesk, are you going directly to the url or

>>> are you navigating through the menu in your Google Apps UI. When you are
>>> on Google's mail interface it would be in the menu as /more../ KiteDesk
>>>
>>> Thanks for any additional details.
>>>
>>> Jack
>>>
>>>
>>>
>>> On Sun, Apr 29, 2012 at 3:36 AM, FIT <thomas....@applaxa.net> wrote:
>>>
>>>> Hi,
>>>>
>>>> I started beta-testing KiteDesk two weeks ago; except some Gmail
>>>> related issues the product worked perfectly fine and I was really excited.
>>>> Since a week I only see a blank desktop when I start KiteDesk. I'm able
>>>> to change the background picture but nothing else. No Menu and my old
>>>> settings (shortcuts etc.) disappeared.
>>>>
>>>> Any thought's what's wrong? Does it evtl. have to do something with my
>>>> Google Account (I'm using it with an Google Apps Business Account) and
>>>> associated sign-in method or is it related to KiteDesk?
>>>>
>>>> Any hints how to fix this would be great. Would love to continue using
>>>> KiteDesk.
>>>>
>>>> BTW Is there a release roadmap with infos regarding the release of the
>>>> different packages (cloud, enterprise editions etc.)
>>>>
>>>> Thx, Thomas
>>>>
>>>>
>>>
>>>
>>> --
>>> Jack Kennedy

>>> CEO - KiteDesk <http://www.kitedesk.com/>

>>> mobile: (813) 494 - 5270
>>> email: jken...@kitedesk.com
>>>
>>>
>>>
>>
>
>
> --
> Jack Kennedy

> CEO - KiteDesk <http://www.kitedesk.com/>

> mobile: (813) 494 - 5270
> email: jken...@kitedesk.com
>
>
>


--
Jack Kennedy

CEO - KiteDesk <http://www.kitedesk.com/>

[Jack Kennedy]

Thanks Thomas,

We appreciate the details and the opportunity to speak with you directly.

We have an early meeting Friday morning (Easter Time) and the earliest we could meet would be 5:00 p.m. CET.

If that is too late, we could plan a day early next week?

Let me know which option you prefer, and thank you again.

Jack

[Thomas Fickert]

Hi Jack,

works for me. Talk to you on Friday. Please send me the log-in details.

Best wishes

Thomas

[Jack Kennedy]

Thomas,

Thank you for taking the time to review KiteDesk's updates.

Are you using a Google Apps premier account?

Can you verify that you have enabled the ability for users to log into third party applications by following these steps.

Go to Manage this domain (in the top right of Gmail) / Advanced tools / Federated Login using OpenID.
Check Allow users to sign in to third party websites using OpenID.

Thanks,

Jack

[Thomas Fickert]

Hi Jack,

yes I'm on a Google Aps Business Account. I changed the settings for the authentication as recommnded by you but nothing changed; KiteDesk will still start with an empty desktop and menu.

I see a message in the lower toolbar saying "Refreshing messages"; but nothing happens even after waiting for minutes.

Any further ideas what could cause the problem?

Thanks & best wishes

Thomas