Proton Mail - Issue With Shift Click

[sunstarunicorn]

I am no longer able to select multiple emails with the Shift + Click combination in the latest Beta Version of Proton Mail.

I can select the first email, but when I hold down Shift and click the 'top' email in the list, I see a purple box around the whole email and none of the emails are selected.

This behavior is *only* occurring in the Beta Version - as soon as I turned the Beta Version off, I was able to use Shift + Click to select multiple emails again.

I have already reported this issue directly to Proton Mail support, but based on past experience, I fully expected a canned: We do not support any browsers other than the Big Three Browsers and we don't care about your minor 'bugs' in Pale Moon. Knowing that will likely be their attitude, I did check to see if Shift Click is working in the latest version of Firefox - unfortunately, it is.

I know that I can simply turn off Beta and get this working again, but that's a temporary fix (at best). Sooner or later, the Beta Version will become the Production Version and I'll be right back in this same pickle, along with all the other Pale Moon users who use Proton Mail.

I did attempt to trace the issue via the Developer Tools Web Console, but it did not show any output. If anyone has any ideas which I can try for additional troubleshooting, I'd be happy to do so.

In the below screenshot, the purple checkbox marks the first email I selected and the purple box around the entire email line marks the second email I selected. If Shift Click had been working, all of the emails would've gotten a purple checkbox.

2024-06-12 Selecting Multiple Emails.jpg

[andyprough]

I have already reported this issue directly to Proton Mail support, but based on past experience, I fully expected a canned: We do not support any browsers other than the Big Three Browsers and we don't care about your minor 'bugs' in Pale Moon. Knowing that will likely be their attitude, I did check to see if Shift Click is working in the latest version of Firefox - unfortunately, it is.

Actually, Proton has been highly responsive to the Pale Moon community's concerns. Awhile back they had changed something on their end regarding how encryption was handled and some Pale Moon users couldn't view their emails when logging into their accounts. Proton worked with the Pale Moon devs on a fix, and it was fairly quick, within a few days.

I'll check it out on my machine - if I see the same problem I'll start a support ticket with Proton.

EDIT - yeah, I see the same behavior, I'll start a ticket. And it doesn't behave that way on Firefox. Like you say though, I'm not sure how to grab any troubleshooting data on it.

[sunstarunicorn]

I remember that encryption issue. I was one of the folks affected by it and I had to downgrade my Pale Moon to even log into my Proton Mail account. I greatly appreciated that Proton Mail support provided help for fixing that issue - I remember it was something that took awhile for the Pale Moon team to figure out and debug.

So, yes, it's entirely possible that Proton Mail has gotten better about supporting alternative browsers, especially as Internet Censorship has soared. But when they first upgraded from the old Protomail to Proton, I opened a couple different support tickets for small bugs which I was noticing. I couldn't re-organize my folders for emails in Pale Moon, for one. Another was that, if I had the link protection turned on, I would get the link protection pop-up, but it would never actually launch the link, even when I clicked on Okay. Small stuff that worked perfectly in the old Protonmail, but didn't work in the new Proton. Unfortunately, each ticket eventually ran into the wall of: You are not on one of the Big Three Browsers and we don't have the time to cater to alternative browsers.

So I stopped raising support tickets unless I could prove that what I was seeing was an issue in The Big Three. The bugs which I initially reported are still there, several years after the transition - I've just learned to live with them, work around them, or just flat out turn the feature off. But since Shift Click is so essential, I couldn't do that for this issue. If there's a favorable response to this ticket, I may raise tickets for those older bugs - see if they can finally get fixed.

Thank you for taking a look on your end and raising your own support ticket!

[andyprough]

Unfortunately, each ticket eventually ran into the wall of: You are not on one of the Big Three Browsers and we don't have the time to cater to alternative browsers.

So I stopped raising support tickets unless I could prove that what I was seeing was an issue in The Big Three.

Oh really? Maybe they've changed over time, I don't know. I have a paid business account and they've always responded to me with quick communication and good service. Maybe my subscription gets me higher priority service?

Anyway, I got a tech assigned to the ticket and he's asked me to send him a video of the problem and to do it without extensions enabled, so I'll do that. During beta is a good time for them to catch this kind of stuff, glad you brought it up here.

[sunstarunicorn]

Oh really? Maybe they've changed over time, I don't know. I have a paid business account and [Proton has] always responded to me with quick communication and good service. Maybe my subscription gets me higher priority service?

Well, they do say that money talks. I have a paid account, too, but mine is a personal account, not a business account. Your ticket is already assigned to a tech, but I am still waiting on an initial response.

At any rate, thank you very much for taking up the torch and reaching out to Proton Mail about this issue. I appreciate that a great deal!

[andyprough]

Your ticket is already assigned to a tech, but I am still waiting on an initial response.

I have "Request # 2922411". Don't know if that will help to tell the tech that gets assigned to you that we are already working that open ticket #. I did submit a video to the tech showing the incorrect shift-click behavior, and I did it in a clean profile per his request.

[sunstarunicorn]

Thanks for the Request Number, Andy.

I have passed that onto the Proton Support technician who picked up my ticket. Will keep you/the thread posted on what 'my' technician comes back with.

And I know it's just been the two of us on this thread so far, but it is awesome how the Pale Moon community comes together to solve issues like this!

Thank you so much.

[andyprough]

Thanks for the Request Number, Andy.

I have passed that onto the Proton Support technician who picked up my ticket. Will keep you/the thread posted on what 'my' technician comes back with.

And I know it's just been the two of us on this thread so far, but it is awesome how the Pale Moon community comes together to solve issues like this!

Thank you so much.

So, we have an update, the Proton people have been looking into it and they found that the problem is with their "Comfortable" mode of density - Shift-select actually works in the "Compact" mode.

In the Protonmail webmail beta client, Go to Settings - Density - and select "Compact" instead of "Comfortable" and it should start working.

Now that they see what the problem is, I'm hoping they will find an all-around fix.

ProtonCompact.png

[sunstarunicorn]

Thanks for the update, Andy!

Switching back and forth from Comfortable to Compact is a lot easier than switching from Beta to Standard and back anytime I've got too many emails to individually select them all!

I'll keep praying that they do find an all-around fix. The technician who picked up my ticket ended up closing it shortly after I told him about your ticket.

I did mention the older bugs to him, asking if it would be worthwhile to report them again, and he came back with the standard, "We try to help every user, but all bugs are prioritized by our dev team based on severity/impact."

I might go ahead and re-report those old bugs, but I'm not holding my breath on seeing them get fixed.