Messages appearing inconsistently

[Bonnie McCarty]

Posting for a coworker because I'm the techy person.  She's having trouble seeing her HipChat messages consistently between computers.  She currently splits her time between two computers--her own (A) and one at our receptionist area (B).  For both, she logs into HipChat via the PC app. 

On computer B, she doesn't receive messages at all from one particular coworker.  She receives other messages normally (from other coworkers, in our main chat page, etc.), but when she returns to her normal computer (A) later, they're all marked as unread.

This coworker does not have the phone app or use remote log-in to access computer B from computer A.  Thus, I need to solve the problem by figuring out why the app on computer A isn't pulling in messages correctly, versus suggesting that she take other routes to get the missing messages.

Any thoughts on what's going on here?  Thanks!

[AhmadDanial]

Hi, Bonnie.

Some of the steps we can perform to troubleshoot the issue for now:

• Check if the same problem happens on the web client as well.
• If it does not, it seems to be a desktop client specific issue. Log out and log in again to clear the existing cache & preference of the client. Confirm if the messages are received properly
• If that still does not work, log out >> navigate to C:\Users\<user>\AppData\Roaming\Atlassian\ and remove the Hipchat.ini from the folder >> log in again to confirm if that fixes the issue

Meanwhile, can you confirm if you are logging into HipChat Cloud or HipChat Server / Data Center?