New comments appear in notifications but are missing from the card

[nadine w_]

Hi there

we have recently started experiencing an issue with comments on Trello cards that occurs repeatedly across our team.

We use Trello on different platforms: some of our team members use the Trello desktop app on Mac, while others use Trello in a web browser on Windows.

My setup 

• macOS: Sonoma 14.7.8
• Trello desktop app, version 2.16.7

A colleague’s setup

• Windows 11 Pro
• Trello in the browser application: Chrome, version 151.0.7922.175

The issue

In some cases, a new comment made by another team member appears correctly in the Notifications section.

When we click on the notification, Trello opens the corresponding card. However, the comment that triggered the notification is not visible on the card.

The comment is therefore shown in the notification, but appears to be missing from the card itself.

Interestingly, this does not happen with every comment. It occurs intermittently, and we have noticed the issue more frequently recently.

We have also observed the issue across the different platforms, so it does not appear to be specific to the Mac app or a particular browser.

After restarting the Trello app or the browser, the comment on the card is suddenly visible after all.

Our questions

Has anyone else experienced this issue recently?

Is this a known bug or a problem with the synchronization/loading of card comments?

And, most importantly, is the Trello team already aware of this issue or currently investigating it?

Any information about a known bug, a workaround, or a planned fix would be greatly appreciated.

Thank you!

[Tomislav Tobijas · Accepted solution]

Hi @nadine w_ ,

We might be looking at sync/indexing delays or local session caching 👀

Users can try some of the following:

• Force a hard refresh
• Clear the application cache (on Mac there's something like Trello > Settings in the menu bar; look for an option to Reset/Clear Cache)

I'd also recommend reaching out to Atlassian Support, as you're on the Premium plan. Their team can definitelly give you some additional insights and potentially take a look at the backend if there are any issues with that particular board or workspace. 🎟️

Cheers,
Tobi

[nadine w_]

Hi Tobi,

thank you for your suggested solution.

We’ll try out both your ideas on Mac and Windows. If they work, I hope this will be a long-term solution rather than something we have to keep restarting regularly. We’ve been using Trello for several years now and, until a few weeks ago, we hadn’t had this problem.

The tip about Atlassian Support is also very useful! We hadn’t thought of that yet. Thank you.

Cheers,
Nadine

[Andrea Crawford]

@nadine w_ is it possible that the comment panel is closed on the card when you (or a colleague) clicks on a comment notification? I'm noticing that it doesn't open automatically if it was closed before I clicked on a notification. If this is the problem, clicking the "Comments" button at the bottom of the card will make the comment visible

Comment panel open	Comment panel closed

I think ideally if someone clicks on a comment notification it should open (and this is something I'll report to our engineering team). Please let me know if this is the cause of what you're seeing. If not, let's continue debugging.

[nadine w_]

Hi @Andrea Crawford, the comments bar on the Trello cards is permanently open for me. That won’t be the issue in our case. But thanks for your suggestion.