topic Re: Chrome Extension not working in Gmail Sales Extension

Chrome Extension not working

HarrisonC89 — Thu, 05 Jan 2017 22:15:43 GMT

Good afternoon,

My chrome extension and Gmail extension for HubSpot doesn't seem to want to work today. I have already gone through all the steps of trying to uninstall and reinstall as HubSpot recommends and still no luck.

I am getting a grayed out icon on chrome with a blue explanation mark on it and in Gmail, I am not able to send a tracked mail through HubSpot or add contacts with new inbound emails. Attached is a copy of a screen shot of what I am seeing.

Re: Chrome Extension not working

nicolebrenner — Thu, 05 Jan 2017 22:45:37 GMT

Hey @HarrisonC89 thanks for reaching out to the Community. This is definitely some funky behavior. In order to dig in more, would it be possible for you to get the Console Logs?

To do this, you can enable the developer mode by clicking the Chrome menu icon and select Extensions from the Tools menu. Here you can Ensure that the "Developer mode" checkbox in the top right-hand corner is checked.

Then, you can right click on the page, select "Inspect Element", and reload the page. Finally, if you could click on the "Console" tab, and send the errors to me via private message as a HAR file, I can pass it along to my team for further investigation.

Thanks!

Re: Chrome Extension not working

makarenko — Wed, 25 Jan 2017 11:10:02 GMT

Hello!
I have the same problem but in my case the extension logo is orange but emails are not logged.

Here is the screenshot:
https://gyazo.com/994c9b2b8a52498ddc21cb1d1e7f8414

Actually at my start working after some time, but I can't figure on what it depends.

Re: Chrome Extension not working

nicolebrenner — Wed, 25 Jan 2017 17:50:09 GMT

hey @makarenko is your issue with the extension, or with logging in CRM? It looks like your extension is working fine, if you're having trouble with logging emails in the CRM, I would either look for an existing post about that topic or to create a new one. And if you could also include some screenshots of sent messages that should have been logged, that would be really useful!

Re: Chrome Extension not working

makarenko — Wed, 25 Jan 2017 19:22:20 GMT

My issue is with logging in CRM. Emails are logged in only when Hubspot logo is present inside Gmail interface. In my case it is not.

Re: Chrome Extension not working

makarenko — Thu, 26 Jan 2017 08:39:43 GMT

I have sent email that should be tracked:
https://gyazo.com/8cc5b6332f8d5771ea5fec465bc3410e

When I composed email there were no any HubSpot Sales interface features present in Gmail:
https://gyazo.com/c7f45645cfcaa2fe5a548c7a81e0276f
You can see that the send button is blue not orange as it should be.

And my email is not present in CRM:
https://gyazo.com/e330e04616f906ddbdab8ea93620a573

It seems that problem only appears in my job's network from home network it worked correctly yesterday.

Re: Chrome Extension not working

osinpl — Mon, 30 Jan 2017 14:15:54 GMT

Hi,

my gmail extension is not working properly, because after I changed connected email, even several actions like uninstalling chrome extension or reconnection of new account it's still shows me old email address as a connected account, I don't know how to fix it - cant using templates and documents 😞 any idea?

br, Krzysztof

Re: Chrome Extension not working

nicolebrenner — Mon, 30 Jan 2017 16:20:58 GMT

@makarenko, when you are switching networks, are you also switching computers? If you click on the orange hubspot sales extension in chrome, does it prompt you to sign in?

I would also recommend making sure that when you go to Settings>Gmail and Outlook that your email address is showing as connected.

Are you always using the same email address, or would you like to log from multiple?

Re: Chrome Extension not working

nicolebrenner — Mon, 30 Jan 2017 16:22:54 GMT

hi @osinpl - where did you make a change to the connected account? did you create a new user with the new email address, or did you add it as a connected inbox? I would recommend checking those settings first

Re: Chrome Extension not working

makarenko — Mon, 30 Jan 2017 17:07:29 GMT

@nicolebrenner no it doesn't prompt me to sign in. It works as normal: https://gyazo.com/c72c0181b2473f6417fcd17564dbf335
Computer is the same I only switch networks. Email is connected in the settings.

I have two email addresses in gmail but I want only one to be tracked and I have connected it to hubspot.

Re: Chrome Extension not working

nicolebrenner — Mon, 30 Jan 2017 17:22:58 GMT

Hey @makarenko, could you open that message that should have been tracked and send me a private message with the original headers?

Log in to Gmail
Open the message you'd like to view headers for.
Click the down arrow next to Reply, at the top of the message pane.
Select Show Original.

The full headers will appear in a new window.

You can simply copy and paste the information in that window into your message to me. Then I can check to see if the trackign code was inserted into the message to try and identify exactly what's going on here!

Re: Chrome Extension not working

makarenko — Tue, 31 Jan 2017 12:14:47 GMT

@nicolebrenner I have sent you original message

Re: Chrome Extension not working

Frankievbe — Wed, 22 Mar 2017 17:50:39 GMT

Hi, I'm having the same problem, of the same grey icon.

What can I do to fix it?

Thank you

Re: Chrome Extension not working

MateusPestana — Wed, 24 May 2017 17:32:18 GMT

Hello

I am having the same problem, I have alredy tried to reinstall and reload the extension but nothing is working.

Could you please help me, regards,

Re: Chrome Extension not working

SReeves — Fri, 04 Aug 2017 03:50:00 GMT

I'm having the same issue. My Chrome Plugin icon is greyed out with a blue exclamation mark.

I'm trying to sync to Gmail to see how many times I've emailed individual contacts (etc).

None of the items I've read in this form provide a solution. Has HubSpot identified the issue and a resolution?

Thank you

Re: Chrome Extension not working

JoSeawright — Wed, 16 Aug 2017 19:15:28 GMT

I am having a siilar problem. I see the hubspot extensions when I compose an email but everything is greyed out, but when I hover in the middle of the bar between the templates the the track email check box I have discovered there is an invisible button (the cursor changes to allow me to click) when I click on the invisible button it asks me to choose an account. When I click on it to choose an account it tells me I don;t have one and to log in to Hubspot.

When I use that link to log into Hubspot it kee staking me to the log in screen. When I log in it takes me to my account and while it is loading, I get to see the account details and menu in the top black bar and yes I even see my avatar and account number, it then takes me directly back to the log in screen.... and round and round we go.

There is something in that chrome extension that is stopping me from logging in and it has only happened in the last few days.

Re: Chrome Extension not working

Fabian92 — Fri, 18 Aug 2017 21:12:48 GMT

I´m having the same problem. Any solutions? I´ve already restarted it several times and it didn´t work.

Re: Chrome Extension not working

DanielGuimond — Wed, 04 Oct 2017 14:41:22 GMT

I have the same issue.

Re: Chrome Extension not working

jennysowyrda — Thu, 05 Oct 2017 15:55:22 GMT

Hi @DanielGuimond,

Can you confirm that you have 3rd party cookies enabled in Chrome? (settings>advanced>content settings>cookies>block third party cookies should be turned off so that third party cookies are allowed).

If your settings are configured this way and you are still having this issue, please let me know and we can advise on next steps.

Thank you,

Jenny

Re: Chrome Extension not working

DanielGuimond — Tue, 17 Oct 2017 19:48:26 GMT

I do. The problem has been solved without my intervention a few days after my post. Thank you.