Webmail display and performance issues

[DFZ]

For a while now, Bell webmail has had a performance problem: periodically, the display hangs waiting for a refresh and showing a wait-spinner (for up to a minute). 

Also, visual contrast on text is lower than designed for the email and lower than viewing the email in a web page directly. (Note: I'm running a Windows 10 machine (with all latest updates) and the latest Chrome browser).

A new problem is that text wrapping on blocks of text (both paragraphs and image captions) is broken - works break at arbitrary letters in the middle of words.

Can these be addressed?  I can provide examples if needed.

[BellPatricia]

Hi there @DFZ

Welcome to the Bell Community, and thanks for your message.

Are you able to share some photos of the issues you've encountered so the Community can take a closer look?

To start please ensure your browsers are up to date, and then reboot your equipment. 

If possible we also recommend testing on different devices, and let us know if you still experience any trouble.

- Patricia

[DFZ]

Here are some screenshots.

The word-wrap issue in a email newsletter, from Edge browser:

The same email, from Chrome:

Same problem, with different email newsletter, using Edge:

[BellPatricia]

Hi there @DFZ,

Thank you for sharing.

Are you able to test on a different device as well to see if those emails appear normally?

- Patricia

[DFZ]

Hi Patricia,

Yes, the same word-wrap issue is visible using Bell web mail from the Chrome browser on my phone running Android 13 (Samsung  Galaxy S21).  It's now shown not to be browser or platform dependent.  Maybe we can take this offline for more direct discussion..  This is a screenshot from my phone:

Note this was the first time I've tried to use Bell Webmail from my phone's browser.  It's got plenty of display issues that I've not seen before from my laptop, but these are a separate problem.

Dan

[BellPatricia]

Good afternoon @DFZ,

We appreciate you taking the time to test another device.

We would like to dig into this a bit deeper, and we have sent you a private message.

Please check your Messages within your profile avatar in the top right corner.

Unsure how to check or send a private message? See How to send a private message

- Patricia

[RalphA]

Received emails are being formatted incorrectly. Sentences wrap around in the middle of words making it very difficult to read. Here is an example. 

Is there some way to force the formatting to break lines up at word boundaries?

[WelshTerrier]

There is now way of doing that

That is a sizing issue on a window screen. The recipient can correct possibly by adjusting the window size. The sender should also look at how their message is being displayed with word wrap on or off. Are they using an external mail program to compose emails?

Take care.

[RalphA]

I am using Bell Webmail on Chrome and Edge browsers (same result on both browsers). Resizing the window does not change the relative width of each line. Magnifying or zooming in does not change the spacing. When I use an installed mail client on PC I don't have this issue which is why I'm thinking there is a formatting issue with Webmail.

[WelshTerrier]

Have you altered any of your Windows display settings? If you have altered any of them, then that will explain why. This is not a formatting issue with Webmail. If you've altered the display text, it may not fit the viewing area. Similarly if you change the size of apps & text on the main display, this will also alter the viewing area. Any  changes you make to text, scaling, layout resolution, etc. will alter your viewing area.

FYI. When using an email client such as Outlook 2019, 2021, etc., you will not experience this formatting issue. You will alter the text size..... not the format!

I am using Bell webmail & Microsoft Outlook 2021. I am not experiencing any issues.

I have been able to recreate this same situation by altering Windows 10 & 11 default settings

To view or change your display in Windows, select Start  > Settings  > Ease of Access > Display.

This is definitely not a browser issue as you indicated the problem to be the same in Edge & Chrome, both of which I also use.

I would start by verifying that your Windows 10 or 11 is fully up to date & then work backwards by returning any settings back to their Windows recommended settings.

If you need any further assistance, please reach out once again.

Take care.

[RalphA]

Thanks for your help on this. I looked at all my settings. No changes had been made and everything looks to be at its default. As an additional note, this started to happen at the last update by Webmail. The update changed the handling of pictures in a mail. Perhaps this issue is related to that? I'm wondering if there is a setting in Webmail to handle this.

Interestingly when adjusting the width of the page in Webmail the size of the window does not change. Instead a scrollbar is rendered. Shouldn't the window be resized? See below:

Whereas the mail client repositions the words as best as possible without splitting the words.

[RalphA]

Some additional info, the issue seems to happen when incoming text in an email is justified by Webmail. Meaning it tries to align both margins. Probably does it incorrectly without hyphenation so words are cut off incorrectly. The same email will appear in a mail client where the text is not forced to justify and is rendered correctly as I have shown above.

[BellPatricia · Accepted solution]

Good afternoon everyone.

I just wanted to jump in here to let you know that our escalations team is aware of this, and they are working towards a resolution. We will provide you with an update once available.

Have a nice day 🙂

- Patricia

[waterboy]

The text of Bell emails that I receive is always aligned on both left and right sides. Therefore, the last 1 or more letters of the last word on a line may be the first letters on the next line. I may see th at the end of a line, and e will be the first letter on the next line. Am I missing a setting somewhere? Only on Bell email. My hotmail and gmail is OK. I am using microsoft edge.

[helend]

So it has been 3 months now and the problem still occurs.  A word will be split randomly at the end of a line and there is nothing in settings to fix this.    So when will the escalations team solve this problem?