Paperpile Version 1.5.989 does not load

[slowkow]

Paperpile Version 1.5.989 does not load in Google Chrome.

A few hours ago yesterday, I was happily using it just fine.

Now, this is what I see:

Instead of showing my library, I see a spinner that never stops spinning.

Here is the console log:

cs-webapp.js:141 [cs][fs31n][startup] Popup READY
cs-webapp.js:277 [cs][fs31n][bugsnag] Initialized
cs-webapp.js:277 [cs][fs31n][startup] Webapp content script (fs31n) starting... @ 1769616554551
cs-webapp.js:277 [cs][fs31n][remote] webapp.terminateCS received: fs31n (new CS is fs31n from bomfdkbfpdhijjbeoicnfhjbdhncfhig @ 1769616554551)
cs-webapp.js:277  POST https://sessions.bugsnag.com/ net::ERR_CONNECTION_REFUSED
sendSession @ cs-webapp.js:277
startSession @ cs-webapp.js:277
o.startSession @ cs-webapp.js:277
createClient @ cs-webapp.js:277
start @ cs-webapp.js:277
initialize @ cs-webapp.js:383
t.default @ cs-webapp.js:141
52197 @ cs-webapp.js:383
a @ cs-webapp.js:1262
27306 @ cs-webapp.js:141
a @ cs-webapp.js:1262
(anonymous) @ cs-webapp.js:1262
(anonymous) @ cs-webapp.js:1262
(anonymous) @ cs-webapp.js:1262
(anonymous) @ cs-webapp.js:1262
app-v94.js:2 [webapp][bugsnag] Initialized
app-v94.js:2 [webapp][mixpanel] Loaded
app-v94.js:2 [webapp][startup] Startup.ts loaded
app-v94.js:2 isSplashVisible true
app-v94.js:2 [webapp][startup] Running webapp startup immediately
app-v94.js:2 [webapp][sw client] SW already registered
app-v94.js:2 [webapp][startup] Cached mode setting: extension
app-v94.js:2  POST https://sessions.bugsnag.com/ net::ERR_CONNECTION_REFUSED
sendSession @ app-v94.js:2
startSession @ app-v94.js:2
o.startSession @ app-v94.js:2
createClient @ app-v94.js:2
start @ app-v94.js:2
69995 @ app-v94.js:57
a @ app-v94.js:61
(anonymous) @ app-v94.js:61
(anonymous) @ app-v94.js:1222
(anonymous) @ app-v94.js:1222
app-v94.js:2  POST https://sessions.bugsnag.com/ net::ERR_CONNECTION_REFUSED
sendSession @ app-v94.js:2
startSession @ app-v94.js:2
o.startSession @ app-v94.js:2
t.<computed> @ app-v94.js:2
(anonymous) @ app-v94.js:2
29975 @ app-v94.js:2
a @ app-v94.js:61
16403 @ app-v94.js:2
a @ app-v94.js:61
98663 @ app-v94.js:61
a @ app-v94.js:61
84279 @ app-v94.js:61
a @ app-v94.js:61
4008 @ app-v94.js:2
a @ app-v94.js:61
60771 @ app-v94.js:57
a @ app-v94.js:61
52197 @ app-v94.js:57
a @ app-v94.js:61
54123 @ app-v94.js:57
a @ app-v94.js:61
23629 @ app-v94.js:2
a @ app-v94.js:61
35967 @ app-v94.js:2
a @ app-v94.js:61
12177 @ app-v94.js:2
a @ app-v94.js:61
(anonymous) @ app-v94.js:61
(anonymous) @ app-v94.js:1222
(anonymous) @ app-v94.js:1222
cs-webapp.js:277 [cs][fs31n][startup] Remote connection to webapp established: true
frame-modern.83c88ad6.js:1 [Intercom] The App ID in your code snippet has not been set. Set it to your App ID found in settings to complete installation: https://app.intercom.com/a/apps/_/settings/web
i @ frame-modern.83c88ad6.js:1
n @ frame-modern.83c88ad6.js:1
boot @ frame-modern.83c88ad6.js:1
(anonymous) @ frame-modern.83c88ad6.js:1
40901 @ frame-modern.83c88ad6.js:1
a @ frame-modern.83c88ad6.js:1
31913 @ frame-modern.83c88ad6.js:1
a @ frame-modern.83c88ad6.js:1
(anonymous) @ frame-modern.83c88ad6.js:1
a.O @ frame-modern.83c88ad6.js:1
t @ frame-modern.83c88ad6.js:1
(anonymous) @ vendor-modern.2745a323.js:2
PendingScript
R @ 2b2d31bf853f87a78875ebf0322d22a860423abf:1
j @ 2b2d31bf853f87a78875ebf0322d22a860423abf:1
(anonymous) @ 2b2d31bf853f87a78875ebf0322d22a860423abf:1
(anonymous) @ 2b2d31bf853f87a78875ebf0322d22a860423abf:1
(anonymous) @ 2b2d31bf853f87a78875ebf0322d22a860423abf:1
PendingScript
(anonymous) @ app-v94.js:61
o.__trace__ @ app-v94.js:2
setTimeout
(anonymous) @ app-v94.js:2
a @ app-v94.js:61
o.__trace__ @ app-v94.js:2
frame-modern.83c88ad6.js:1 [Intercom] Launcher is disabled in settings or current page does not match display conditions
app-v94.js:2 [webapp][sw client] Prefetching assets (28) ['/', '/view/', '/view/plain/', '/worker-export-v94.js', '/app-v94.js', '/inter-latin-variable-wghtOnly-normal-v94.woff2', '/inter-cyrillic-ext-variable-wghtOnly-normal-v94.woff2', '/inter-greek-variable-wghtOnly-normal-v94.woff2', '/inter-greek-ext-variable-wghtOnly-normal-v94.woff2', '/inter-cyrillic-variable-wghtOnly-normal-v94.woff2', '/inter-latin-ext-variable-wghtOnly-normal-v94.woff2', '/inter-vietnamese-variable-wghtOnly-normal-v94.woff2', '/view-v94.js', '/view-plain-v94.js', '/vendor-prismjs-v94.js', '/vendor-zxcvbn-v94.js', '/vendor-react-avatar-editor-v94.js', '/app-reference-collection-list-v94.js', '/view-react-root-v94.js', '/220-v94.js', '/view/metapdf/metapdf-pp-logo-dark-v94.svg', '/view/metapdf/metapdf-pp-logo-light-v94.svg', '/view/metapdf/libs/metapdf-paged-webapp-v94.js', '/view/metapdf/src/metapdf-dark-v94.css', '/view/metapdf/src/metapdf-light-v94.css', '/view/metapdf/src/metapdf-worker-v94.js', '/view/metapdf/src/metapdf-v94.css', '/view/metapdf/src/metapdf-v94.js']
app-v94.js:2 [webapp][sw client] Prefetching assets finished

[suzanne]

Thank you for your report @slowkow, and I’m sorry for the trouble. If the Paperpile web app is stuck as in your screenshot, it may be due to a local database issue. You can try to resolve this by resetting the database and restarting the sync process.
​
Right-click anywhere on the page, go to Paperpile > Send debug logs

This opens the following page in a new browser tab. Click Reset database. This will clear your local Paperpile data and prepare the app to re-sync.
​

Once the database has been reset, relaunch the web app by navigating directly to https://app.paperpile.com.
​
Let me know if the issue persists.

[slowkow]

Thanks for the reply, @suzanne , I appreciate it.

Sadly, when I click on Send debug logs… nothing happens.

I wondered if there is any other way to go in and delete all the app data… so I opened up the dev console > Application > Storage and clicked Clear site data with the checkbox checked for “including third-party cookies”.

Again, nothing happened.

But I waited a while, refreshed the page again, and now I’m here:

Sadly, this has become a very familiar page.

Each time I try to open Paperpile on a new browser (Safari, Firefox, anything else) or new device (iPad), this is the spinner I see. It goes on for quite a while… and I can’t tell if it is stuck, or if it is actually doing something. Or what it is doing.

By the way, on this “Setting up your library” page, I also tried to right-click and click “Send debug logs” and nothing happened.

I still don’t have access to the library. Maybe I should try leaving the spinner on overnight?

[suzanne]

Thank you for letting us know what you tried, and I’m sorry again for the inconvenience, @slowkow.

Could you please try the following steps:

1. Ensure Google Chrome is up to date. Go to chrome://settings/help. If an update is available, click Relaunch, allow it to complete and then restart the browser.
   

   

2. Remove the Paperpile extension from Chrome completely. Go to chrome://extensions in Chrome, find the Paperpile extension, and click Remove.

3. Sign out of Paperpile, then sign in to Paperpile without the extension installed. When prompted to install the extension, select Skip for now.

4. Once your library has fully loaded, reinstall the Paperpile extension.

If the issue persists after these steps, please contact us via the in-app messenger or by email (support@paperpile.com) so that our product team can troubleshoot directly with you.