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Black areas on mobile

27 replies

AGHHHH · 07/10/2018 23:55

Anyone else get this? If I'm browsing the site on my phone if I've come back to my browser from using another app the thread will be all fuzzy and have random black blocks all through it before I refresh.

Simple fix but still annoying. :s

AnyaMumsnet · 08/10/2018 10:40

Hi there OP,

We're sorry to hear you're having this issue. Can we ask, are you accessing Mumsnet on the mobile site or the app? And what device are you using?

It'd be great if you could upload a screenshot of what's going on to this thread - it'll help our tech team get to the bottom of it.

AnyaMumsnet · 10/10/2018 12:05

Hi again,

Thanks for letting us know, we're flagging this to tech now.

AnyaMumsnet · 15/10/2018 09:27

Hi there everyone,

Sorry to hear this has got worse - we've given tech a nudge and we hope to have it sorted soon.

AnyaaaaaaaaaaaarghMumsnet · 19/10/2018 15:59

Hi everyone,

Sorry this is taking so long - we'll give tech a nudge now.

MyGhoulMumsnet · 22/10/2018 09:24

Hi all, and thanks for all the reports (especially those which include the device, browser and the screenshots - they're a big help to us in trying to replicate and track down what's causing the issue).
Please bear with us a bit longer. The tech team are investigating.
We'll update when we have more news.
Thanks again.
M.

LizzieMumsnet · 22/10/2018 12:50

Hi All,

Firstly, we apologise that this issue has taken a long time to resolve.

We have been trying to replicate the problem and unfortunately, we have been unable to.

However, we have a couple of things to try which might help to solve the problem.
Firstly, please could you try clearing your cache and post below to let us know if this resolves it?
Here are some instructions on how to clear your cache.

Again, apologies for the inconvenience.

ElizavetaMumsnet · 22/10/2018 14:41

Hey everyone,

Sorry, you're experiencing this issue.

Is this happening across the whole site? or only on specific threads? If yes which topics?

Just to update you, Our tech team are currently looking into the issue now. Will let you know once we have this fixed.

Thanks

MyGhoulMumsnet · 22/10/2018 14:59

Again - thanks loads for bearing with us whilst we track down the problem.

There's another thing to try (and yes, we know it's frustrating, but we're getting there).

As we can't replicate the problem ourselves (and I've tried repeatedly) we'd like to ask for some additional information from you. We need the 'click string' (the whole link address) from the link to see if this can give us some additional insight into the mystery black boxes.

If you have time we would really appreciate if you could help - below are some instructions for how to do this.

When the black boxes appear, please could you disconnect from the internet - by turning your phone on to airplane mode.

Then click or tap the black box. This should try and attempt to open in a browser window, but because there's no service it won't load - so you get the error message.

However, the click string will be shown in the URL in the site address box (see image).

Please could you capture this web address and post it on the thread.

Thanks to all who have got this far. We're trying to chase down the problem and really appreciate your help.
M.

Black areas on mobile

MyGhoulMumsnet · 22/10/2018 15:31

Thanks @bastardkitty !

The techies are also asking for anyone with the problem to post their Operating system
and Chrome version

These can be found by...

Launch Google Chrome.
Click on the icon in the upper right corner that looks like 3 short bars.
Click on settings (it's quite far down the menu)
Select About Google Chrome to display the version number.

So mine is:
Android 6.0.1
Chrome 69.0.3497.100

And thanks again for helping. We'll get there in the end.

LizzieMumsnet · 22/10/2018 17:32

Hi All,

Thank you, so much for sending the URL's- this really helps.

We are looking into the issue, please do bare with us and we will update you as soon as possible.

MyGhoulMumsnet · 22/10/2018 18:39

Once again, a huge thank you for helping us to investigate. And apologies for the frustration of using a broken site.
Apparently, this has happened on other sites and we're in touch with Google to try to get a solution.
We'll update you as soon as we know more.
Thanks again.
M.

MyGhoulMumsnet · 23/10/2018 10:53

Another update.
Apologies again - we're still working out what's going wrong and how to fix it. We're in touch with Google and one of their specialist teams is investigating. They've said it will probably be tomorrow - but we'll keep you updated.

And another thank you for posting screenshots of the operating system and browser versions. And for the long click string links - it all helps.

AnyaaaaaaaaaaaarghMumsnet · 24/10/2018 12:02

Hi there everyone,

Sorry this is taking so long - thank you to everyone who has posted clickstrings so far, if you could please continue to do so to help us get to the bottom of it, that'd be great.

ElizavetaMumsnet · 25/10/2018 12:24

Hey,

Tech has been trying to replicate this issue for a couple of days now and unfortunately, there's no luck.

It would be really helpful if you can answer some of the following questions:

  1. Are there any patterns on which the issue occurs? (e.g. only happens after you open browser after an app)

2)Have you tried to reset browser settings?

Thank you, we are really sorry about this issue.

Thanks,
Elizaveta
(MNHQ)

ElizavetaMumsnet · 26/10/2018 10:51

Hi @FishesThatFly

Some people are finding that the issue is fixed. If you are still experiencing the problem please let us know.

Thanks so much for your patience on this

AnyaaaaaaaaaaaarghMumsnet · 29/10/2018 09:48

Hi there everyone,

We're sorry to hear this is back - we've flagged it to our tech team again and we hope to have it sorted soon.

AnyaaaaaaaaaaaarghMumsnet · 29/10/2018 16:53

Hi again folks,

The tech team have been trying to replicate this issue this week and we were unable to do this trying various devices. Our ads team have also contacted Google and Google could not replicate the problem either and have said the issue is not with our site or the ads.

We have noticed the issue is only appearing on Samsung, Sony, Huawei and Google Android phones specifically so we think this issue is likely caused by Chrome conflicting with other apps.

If you could all have a look here and see if this helps, it might get to the bottom of it

support.google.com/chrome/answer/2765944?vid=0-1183230503287-1540815785527&co=GENIE.Platform%3DAndroid&oco=1

Again, sorry this has taken so long, but we hope this might help.

AngieMumsnet · 30/10/2018 14:21

Hi Again,

We are working really hard to figure this out and we need some help from you so we can start to rule out possible causes, can you please open the below link in your mobile browser, please ensure it opens the actual website and not the app, please go to another app/website and revisit the below link and let us know if you see the black boxes?

www.mumsnet.com/Talk/sponsored_discussions/3401957-What-are-your-top-tips-for-keeping-your-DC-entertained-during-dinner-Share-with-Frankie-Benny-s-300-voucher-to-be-won

Thanks in advance.

AngieMumsnet · 31/10/2018 10:46

Hi Again,

Just keeping you updated, we have started to eliminate certain partners based on the links and information you have all been sending, as we are unable to replicate this issue can I please request you to let us know if the issue is still persisting or it has gone?
Many Thanks

AngieMumsnet · 31/10/2018 14:32

TallulahBetty
Can you send me a screenshot please of what you see and what page were you on?
What phone and browser are you using?

MichaelMumsnet · 13/11/2018 18:00

Thanks for the reports. We're still trying to track down what could be causing the black box infestation.

We've got something to try - which should help to narrow things down:

If you put your phone into safe mode, and the boxes stop appearing - then that will get us a lot nearer to finding out what's causing the problem. Please let us know if the black boxes are still there when you look at the site when the phone is in safe mode.

Here are some instructions for putting a Samsung Galaxy S5 into safe mode

And here are some general Android phone instructions

Hopefully one of you with the issue will try this and let us know - it really will be a big help in diagnosing the problem.

Thanks in advance.
MNHQ

SophieLMumsnet · 24/11/2018 14:57

So sorry about this, everyone - we won't be able to get this sorted today, we're afraid, but we will be looking into it as soon as we can next week.

Thank you for your patience!

AnyaMumsnet · 26/11/2018 11:21

Hi there everyone,

We're sorry this is still going on.

Just to reiterate what MichaelMumsnet has said further up, it'd be really helpful if some of you could try the following.

"Thanks for the reports. We're still trying to track down what could be causing the black box infestation.

We've got something to try - which should help to narrow things down:

If you put your phone into safe mode, and the boxes stop appearing - then that will get us a lot nearer to finding out what's causing the problem. Please let us know if the black boxes are still there when you look at the site when the phone is in safe mode.

Here are some instructions for putting a Samsung Galaxy S5 into safe mode

And here are some general Android phone instructions

Hopefully one of you with the issue will try this and let us know - it really will be a big help in diagnosing the problem.

Thanks in advance.
MNHQ"

LornaMumsnet · 14/01/2019 18:34

Hi all

Just to let you know, we're still investigating and haven't found the cause yet - we're so sorry.

Thanks to those who have tried safe mode - we'll be along with more information as soon as we are able.

Watch this thread for updates

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