Proton Support Issues

I've been trying to get answers from Proton for literal months concerning critical functionality issues with their mobile Android client. Messages are often truncated / missing data; clearly, there's a disconnect between the cached version of the message and the message the user sees. Unfortunately, every attempt to resolve this with support is met with boilerplate "try our beta app" at best, ghosting at worst.

I have supported Proton as a paid user since 2018. It would be nice to think that they value their early adopters, but... honestly... their actions suggest otherwise.

Edit: Proton acknowledges the issue, offers no timeline for a fix:

Please be informed that the issue has been reported and our developers are aware, they are look for fixing it in one of the future updates of the app. Unfortunately, we cannot provide an ETA on when the permanent fix will be available.

li10,

I think their support is notoriously bad.

If you’re not locked in and don’t want to be putting up with them, then maybe it’s best looking at another service, as I don’t see it changing.

Diotima,
Diotima avatar

If I can find one, I may do. At this point, self-hosting is appealing, though I don't particularly care to fight with Google etc over erroneous blacklisting and such.

Between this and their "broken since at least 2021" Linux VPN client issues, I am questioning why I drop $30 a month to support them.

Nelizea,

Between this and their “broken since at least 2021” Linux VPN client issues, I am questioning why I drop $30 a month to support them.

To be fair:

  1. For the Android app, refering the the newly & fully rewritten beta app isn’t wrong. It is fully rewritten because the old one has too much technical debts. Please do try that new app out.
  2. A new and rewritten VPN client (GUI) was released for Linux, CLI will follow.
Diotima,
Diotima avatar

It is when it does not seem to solve the issue. We will try it again.

I may try that, but the old one being critically broken for years is a terrrivld look.

Nelizea,

Please do try with the new one indeed. If it should happen again (I doubt but please try), do send in a bug report and letme know the ticket number.

dwindling7373,

You mean the email? I never had anything resembling the issues you describe.

Diotima,
Diotima avatar

I mean the email. Apparently it is a known issue for some people on the Android client. I tend not to use the client to send, but my partner does regularly. Out of every three messages, at least one is missing data at the end of the message. It does not seem to be device specific.

BCsven, (edited )

Well that would be frustrating. I haven’t experienced that. But two things that may ne somewhat related.

If I preview a mail and reply, then if the original message did not finish downloading content then it seems temprarily unavailable in my reply. Which I have had same issue in MS Outlook, fairmail etc.

Occasionally hitting reply takes sometime for email chain text to load. initally it appeara missing but show up as I type.

And obviously if I don’t hit load remote content that content is not available.

It is possible it is device related?

Did you try Beta App that may have fixes?

Diotima,
Diotima avatar

We did try the beta app, a few times. Generally we notice it on the other end; the recipient (especially one external to Proton) gets a truncatesd message or rarely, an empty one. I am 90% certain it has to do with the way Proton saves drafts before sending; I'd bet that it is not verifying the displayed version (user's version) against the last draft.

PMmeYourPenis,

Very strange. I’ve used Proton roughly as long as you have, and have never had any of these issues with the Android client. I send emails from my phone all the time, even important ones.

Diotima,
Diotima avatar

Regardless, Proton acknowledges the issue:

Please be informed that the issue has been reported and our developers are aware, they are look for fixing it in one of the future updates of the app. Unfortunately, we cannot provide an ETA on when the permanent fix will be available.

Not exactly a stellar reply, given that their business revolves around their email offering.

BCsven,

That sounds like a good deduction

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