# Chrome Extension not working **URL:** \ **Category:** Gmail Sales Extension\ **Tags:** email-tracking\ **Created:** [January 5, 2017, 10:15pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651 "2017-01-05T22:15:43Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![system](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/system/32/124_2.png) [@system](https://community.hubspot.com/u/system)\ **Post date:** [January 5, 2017, 10:15pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/1 "2017-01-05T22:15:43Z")
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. ![screenshot-mail.google.com-2017-01-05-16-11-57.jpg](https://d2qpr2jzcazej7.cloudfront.net/original/3X/2/9/29935fe16f9bb5139a7e39c878e2a1da0a812eb0.jpeg) ---
**Author:** ![nicolebrenner](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/nicolebrenner/32/64853_2.png) [@nicolebrenner](https://community.hubspot.com/u/nicolebrenner)\ **Post date:** [January 5, 2017, 10:44pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/2 "2017-01-05T22:44:55Z")
Hey [@HarrisonC89](https://community.hubspot.com/t5/user/viewprofilepage/user-id/2275) 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](https://developer.gooddata.com/blog/chrome-developer-tools-how-to-gather-communication-log), I can pass it along to my team for further investigation. Thanks! ---
**Author:** ![makarenko](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/makarenko/32/13521_2.png) [@makarenko](https://community.hubspot.com/u/makarenko)\ **Post date:** [January 25, 2017, 11:08am UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/3 "2017-01-25T11:08:03Z")
Hello! I have the same problem but in my case the extension logo is orange but emails are not logged. Here is the screenshot: > **[Gyazo](https://gyazo.com/994c9b2b8a52498ddc21cb1d1e7f8414)** > > Gyazo is the easiest way to record screenshots & videos you can share instantly. Save time with async visual communication that's effortless and engaging. Actually at my start working after some time, but I can’t figure on what it depends. ---
**Author:** ![nicolebrenner](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/nicolebrenner/32/64853_2.png) [@nicolebrenner](https://community.hubspot.com/u/nicolebrenner)\ **Post date:** [January 25, 2017, 5:50pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/4 "2017-01-25T17:50:09Z")
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! ---
**Author:** ![makarenko](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/makarenko/32/13521_2.png) [@makarenko](https://community.hubspot.com/u/makarenko)\ **Post date:** [January 25, 2017, 7:22pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/5 "2017-01-25T19:22:20Z")
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. ---
**Author:** ![makarenko](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/makarenko/32/13521_2.png) [@makarenko](https://community.hubspot.com/u/makarenko)\ **Post date:** [January 26, 2017, 8:39am UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/6 "2017-01-26T08:39:43Z")
I have sent email that should be tracked: > **[Gyazo](https://gyazo.com/8cc5b6332f8d5771ea5fec465bc3410e)** > > Gyazo is the easiest way to record screenshots & videos you can share instantly. Save time with async visual communication that's effortless and engaging. When I composed email there were no any HubSpot Sales interface features present in Gmail: > **[Gyazo](https://gyazo.com/c7f45645cfcaa2fe5a548c7a81e0276f)** > > Gyazo is the easiest way to record screenshots & videos you can share instantly. Save time with async visual communication that's effortless and engaging. You can see that the send button is blue not orange as it should be. And my email is not present in CRM: > **[Gyazo](https://gyazo.com/e330e04616f906ddbdab8ea93620a573)** > > Gyazo is the easiest way to record screenshots & videos you can share instantly. Save time with async visual communication that's effortless and engaging. It seems that problem only appears in my job’s network from home network it worked correctly yesterday. ---
**Author:** ![osinpl](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/osinpl/32/44503_2.png) [@osinpl](https://community.hubspot.com/u/osinpl)\ **Post date:** [January 30, 2017, 2:15pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/7 "2017-01-30T14:15:54Z")
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 ![hserr.jpg](https://d2qpr2jzcazej7.cloudfront.net/original/3X/5/5/55c1a8551c97179581102ebcf6d1ad3963b9efb5.jpeg) ---
**Author:** ![nicolebrenner](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/nicolebrenner/32/64853_2.png) [@nicolebrenner](https://community.hubspot.com/u/nicolebrenner)\ **Post date:** [January 30, 2017, 4:22pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/8 "2017-01-30T16:22:54Z")
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](https://knowledge.hubspot.com/articles/kcs_article/email-notifications/how-to-connect-your-email-inbox-to-hubspot-sales)? I would recommend checking those settings first ---
**Author:** ![leohonorlock](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/leohonorlock/32/69256_2.png) [@leohonorlock](https://community.hubspot.com/u/leohonorlock)\ **Post date:** [December 15, 2017, 7:10pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/9 "2017-12-15T19:10:21Z")
I am having the same issue. My chrome extension is grey with the blue exclamation mark, I have tried disabling and removing but it is not working for me. ---
**Author:** ![FrancisS](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/franciss/32/74736_2.png) [@FrancisS](https://community.hubspot.com/u/FrancisS)\ **Post date:** [December 20, 2017, 3:02pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/10 "2017-12-20T15:02:47Z")
Same problem … grey extension with an exclamation point !!! ---
**Author:** ![pat](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/pat/32/89259_2.png) [@pat](https://community.hubspot.com/u/pat)\ **Post date:** [December 28, 2017, 6:36pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/11 "2017-12-28T18:36:08Z")
Same problem - grey with blue exclamation mark. It’s not the cookies… ---
**Author:** ![nicolebrenner](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/nicolebrenner/32/64853_2.png) [@nicolebrenner](https://community.hubspot.com/u/nicolebrenner)\ **Post date:** [January 30, 2017, 4:20pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/12 "2017-01-30T16:20:58Z")
@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? ---
**Author:** ![makarenko](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/makarenko/32/13521_2.png) [@makarenko](https://community.hubspot.com/u/makarenko)\ **Post date:** [January 30, 2017, 5:07pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/13 "2017-01-30T17:07:29Z")
@nicolebrenner no it doesn’t prompt me to sign in. It works as normal: [Screenshot - c72c0181b2473f6417fcd17564dbf335 - Gyazo](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. ---
**Author:** ![nicolebrenner](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/nicolebrenner/32/64853_2.png) [@nicolebrenner](https://community.hubspot.com/u/nicolebrenner)\ **Post date:** [January 30, 2017, 5:22pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/14 "2017-01-30T17:22:58Z")
Hey @makarenko, could you open that message that should have been tracked and send me a private message with the original headers? 1. Log in to Gmail 2. Open the message you’d like to view headers for. 3. Click the down arrow next to **Reply** , at the top of the message pane. 4. 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! ---
**Author:** ![makarenko](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/makarenko/32/13521_2.png) [@makarenko](https://community.hubspot.com/u/makarenko)\ **Post date:** [January 31, 2017, 12:14pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/15 "2017-01-31T12:14:47Z")
@nicolebrenner I have sent you original message ---
**Author:** ![system](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/system/32/124_2.png) [@system](https://community.hubspot.com/u/system)\ **Post date:** [March 22, 2017, 5:50pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/16 "2017-03-22T17:50:39Z")
Hi, I’m having the same problem, of the same grey icon. What can I do to fix it? Thank you ---
**Author:** ![MateusPestana](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/mateuspestana/32/26012_2.png) [@MateusPestana](https://community.hubspot.com/u/MateusPestana)\ **Post date:** [May 24, 2017, 5:32pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/17 "2017-05-24T17:32:18Z")
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, ---
**Author:** ![system](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/system/32/124_2.png) [@system](https://community.hubspot.com/u/system)\ **Post date:** [August 4, 2017, 3:50am UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/18 "2017-08-04T03:50:00Z")
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 ---
**Author:** ![JoSeawright](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/joseawright/32/73373_2.png) [@JoSeawright](https://community.hubspot.com/u/JoSeawright)\ **Post date:** [August 16, 2017, 7:15pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/19 "2017-08-16T19:15:28Z")
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. ---
**Author:** ![DanielGuimond](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/danielguimond/32/98942_2.png) [@DanielGuimond](https://community.hubspot.com/u/DanielGuimond)\ **Post date:** [October 4, 2017, 2:41pm UTC](https://community.hubspot.com/t/chrome-extension-not-working/651/20 "2017-10-04T14:41:22Z")
I have the same issue. [Next page](https://community.hubspot.com/t/chrome-extension-not-working/651.md?page=2)