HubSpot Knowledge Base

Troubleshoot the HubSpot Sales Chrome extension

Written by HubSpot Support | Nov 26, 2018, 5:00:00 AM

Follow the troubleshooting steps below to resolve common issues with the HubSpot Sales Chrome extension.

Updates

If you're having issues running the Chrome extension, try updating your Chrome browser and your extension.
 

Update your Chrome browser

It's highly recommended to update Chrome to the latest version. 

  • In Chrome, click the Settings menu (three dots or lines) in the top-right corner.
  • Navigate to Help >About Google Chrome.

  • On the About page, click Update Google Chrome. If you don't see this option, then you are on the most up-to-date version of Google Chrome. 
  • Click Relaunch. 

Once Chrome reopens, you'll be on the most up-to-date version. 

Update your HubSpot Sales Chrome extension

Chrome automatically checks for updates, but the updates do not always happen in real-time. Therefore, you may occasionally need to force an update to the most recently published version.

  • In the top-right corner of the browser window, click the Settings menu (three dots or lines) in the top-right corner. 

  • Navigate to More tools > Extensions.

  • Select the checkbox next to Developer Mode to enable this function.

  • Click Update extensions now.

Please note: clicking Update extensions now does not result in any visual feedback. Refresh the page to see the version number change.

 

Accessibility

Below are steps to take in your Chrome browser and in your Gmail account if the extension is not appearing. 

Please note: you must be   logged into your HubSpot Sales account  to use the extension in Gmail. 
 

Extension is not appearing in Google Chrome

If you are not seeing the HubSpot Sales extension in your Google Chrome browser window, try the following: 

Ensure that the extension is not hidden:

  • Check the top-right corner of your Google Chrome navigation bar. If you don't see the HubSpot sprocket icon, click the Settings menu (three dots or lines).
  • Extensions that have been hidden from the toolbar will appear at the top of the dropdown menu. Click the HubSpot sprocket icon sprocket to show the extension.

  • Right-click the extension in the toolbar, then select Keep in Toolbar.   

Ensure that the extension is allowed in Chrome:

  • First, navigate to your Chrome settings by clicking the Settings menu (three dots or lines) in the upper right corner of Chrome and select Settings.
  • Click Advanced at the bottom of the settings page.
  • Within the Privacy and security section, click Site Settings. Older versions of Chrome label this as Content settings.

  • Click Cookies. 
  • Once here, ensure that you have the following options set: 
    • Allow sites to save and read cookie data (recommended) – Enabled
    • Block third-party cookies – Disabled 


Make sure the extension is enabled: 

  • In your Chrome browser, click the Settings menu (three dots or lines) in the top-right corner. 
  • From the dropdown menu, navigate to More tools > Extensions. 
  • Locate the HubSpot Sales extension and select the Enabled checkbox.

 

Log in to the correct Chrome profile

Google Chrome extensions are tied to your Google Chrome profile. If you downloaded the HubSpot Sales extension while logged into one Google Chrome profile but are currently logged into another profile, the extension may not appear in your browser window. To see which Google Chrome profile you're currently using and switch to another profile:

  • Click the Chrome account menu button in the top-right corner of your browser window to view the name and email for the current profile.
  • Click on the name of another user to switch profiles or go to Manage People and choose Add Person to add a new login for Chrome.
 

Extension is not appearing in Gmail

If you are not seeing the HubSpot Sales Chrome extension in your Gmail account, below are some common causes and troubleshooting steps:

Disable conflicting advanced settings

Follow the steps below to identify and disable any conflicting settings on the Advanced tab:

  • Click the gear icon in the top-right corner of your inbox, then select Settings.
  • Click the Advanced tab. 
  • If you have any advanced features enabled, they will be shown at the top of the list as Enabled. Disable all advanced features, and then click Save Changes at the bottom of the page.
  • Reload your inbox and see if HubSpot Sales appears.

Clear your browser cache

If HubSpot Sales still does not appear in Gmail, clear your cache and cookies in your Chrome browser:

  • Go to chrome://settings/clearBrowserData in Chrome.
  • Click the Time range dropdown menu and select All time.  
  • Select the Cached images and files checkbox and the Cookies and other sites checkbox.
  • Click Clear browsing data.

Disable conflicting Chrome extensions

Some Chrome extensions can conflict with the HubSpot Sales extension. The following extensions are known to conflict with the HubSpot email extension:

  • Bomb Bomb
  • Boomerang
  • Ghostery
  • Gmail - reply from top
  • MailTrack
  • Privacy Badger
  • Streak
  • Yesware

If you're using one of the extensions listed above, to confirm that the extension is preventing HubSpot Sales from appearing in Gmail, disable the extension then check to see if HubSpot Sales appears in your inbox. 

Other Chrome extensions may also conflict with HubSpot in addition to the extensions listed above. If you disable all of your Chrome extensions and HubSpot Sales successfully appears in your inbox, then it is likely that another extension is interfering with HubSpot. To identify which extension is causing the conflict, re-enable your extensions one by one until HubSpot Sales is removed from the inbox. 

Exit incognito mode

The HubSpot Sales Chrome extension will not display if your browser window is in incognito mode for private browsing. To exit incognito mode, close all incognito windows.

 

Tracking

If your emails are not tracking, below are troubleshooting steps to take in Gmail and in your Chrome browser. 
 

Troubleshooting in Chrome for emails not tracking

Try the below troubleshooting steps in your Chrome browser if emails are not tracking:

Disable conflicting Chrome extensions 

Some Chrome extensions can conflict with email tracking. The following extensions are known to conflict with the HubSpot email extension:

  • Bomb Bomb
  • Boomerang
  • Ghostery
  • Gmail - reply from top
  • MailTrack
  • Privacy Badger
  • Yesware

If you're using one of the extensions listed above, to confirm that the extension is interfering with email tracking, disable the extension, then send a tracked email to bh@hubspot.com. If the email is tracked successfully, then the extension is interfering with HubSpot Sales. 

Other Chrome extensions may also conflict with HubSpot in addition to the extensions listed above. If you disable all of your Chrome extensions and are able to successfully send a tracked email to bh@hubspot.com, then it is likely that another extension is interfering with HubSpot.

To identify which extension is causing the conflict, re-enable your extensions one-by-one. After re-enabling an extension, send another test email to bh@hubspot.com. If you send an email that is not tracked, the extension you just re-enabled is interfering with HubSpot. 

Uninstall and reinstall the extension

If there aren't any conflicting Chrome extensions, try uninstalling and reinstalling the extension. Then resend a test email to bh@hubspot.com.

 

Troubleshooting in Gmail for emails not tracking

Try the below troubleshooting steps in your Gmail account if emails are not tracking:

Ensure that the 'Track' box was checked

If the track email box was not selected, the tracking pixel that the extension uses to track email opens will not be inserted in the email.

To check if the tracking pixel was inserted in a sent email, access the source content of the email in Gmail by clicking the dropdown arrow icon in the upper right corner of the sent email, then select Show original. Look for code similar to the following: 

<img src=3D"http://t.sidekickopen69.com/e1t/o/5/f18dQhb0S7ks8dDMPbW2n0x6l2B= 9gXrN7sKj6v5dlMTVfn3cs3M2y_-W2B89RP1pctGFW8mdf1T1k1H6H0?si= 3D56803726671216=64&amp;pi=3D01cd79e8-c6c3-455d-d1aa-5175f2b770de&amp;ti=3Dundefined" style=3D"display:none!important" height=3D"1" width=3D"1">

Switch from Plain Text to HTML mode

HubSpot Sales is unable to track emails if they are sent in Plain Text mode. If you see that emails are being sent in Plain Text, switch to HTML mode.

To do so, compose a new email. Select the dropdown arrow icon in the bottom right corner of the compose window. In the menu, click Plain Text mode to disable it. 

 

Notifications

The most common issues with notifications pertain to notifications for the wrong email account or real-time notifications not appearing.
 

Notifications are not appearing

If you're not receiving real-time notifications for tracked email activity, check the following:
 
Ensure that notifications are enabled and you're signed in to the correct HubSpot account
  • Make sure that notifications are toggled ON in the HubSpot Sales Chrome extension.

  • If you are using both Google Chrome and Outlook, it's possible you could be signed into one HubSpot account in Google Chrome and a different account in Outlook. Ensure you're signed into the correct account in both platforms.

Ensure that your Chrome settings are not blocking HubSpot notifications

Occasionally, some Chrome settings can prevent HubSpot Sales notifications from appearing. Ensure your browser is not blocking pop-up notifications by navigating to your Chrome settings:

  • In Chrome, click the Settings menu (three dots or lines) in the top-right corner of your browser window and select Settings.
  • Scroll down and click Advanced.

  • Under Privacy and security, click Site Settings. Older versions of Chrome label this as Content settings.

  • Click Notifications. 
  • Click to toggle the Ask before sending (recommended) switch on.

  • In the Allow section, click ADD. In the pop-up box that appears, type [*.]hubspot.com in the Site field and then click ADD.

  • Navigate back to your Chrome Site Settings and click Cookies. 

  • Click ADD next to Allow. In the dialog box that appears, type [*.]hubspot.com in the Site field and click ADD.

Send a tracked email to bh@hubspot.com. You should see a real-time notification pop-up in Chrome.

Disable conflicting Chrome extensions

Some Chrome extensions conflict with notifications. To resolve this:

  • In Chrome, click on the Settings menu (three dots or lines) in the top-right corner. Select More Tools > Extensions.
  • Temporarily disable all extensions, except HubSpot Sales.
  • Send a tracked email to bh@hubspot.com.

Disable conflicting advanced settings

Follow the steps below to identify and disable any conflicting settings on the Advanced tab:

  • Click the gear icon in the top-right corner of your inbox, then select Settings.
  • Click the Advanced tab. 
  • If you have any advanced features enabled, they will be shown at the top of the list as Enabled. Disable all advanced features, and then click Save Changes at the bottom of the page.
  • Reload your inbox and see if HubSpot Sales appears. 

Receiving notifications for a friend's email account

If multiple people are sending emails from their Gmail accounts in the same Google Chrome browser, HubSpot Sales will automatically track that email send in the HubSpot Sales account that is logged in.

As a result, you might begin getting notifications for emails that you never sent or do not recognize.

To stop the extension from tracking the other person's emails:

  • Ask whomever is sending emails from your computer to disable the extension in their inbox following the steps below:
    • Click the HubSpot sprocket icon sprocket in the upper right-hand corner of Gmail.
    • Select Extension settings. 
    • Select Turn off. 
  • Create a separate Chrome profile for each individual that uses the computer. Anyone else using your computer will be able to check their email in a separate Chrome profile, preventing your sales extension from tracking their emails.
 

Stuck notifications on screen

If you're noticing notifications freezing on your desktop, you may need to restart Gmail by logging out, closing your Chrome browser, and then logging into Gmail again in Chrome.

Alternatively, if you're on a Mac, you can enter fullscreen mode and then exit fullscreen to see if the notifications are removed. This can be done by clicking the green circle in the upper left-hand corner of your Chrome window.

If you're still seeing a frozen notification, you may need to restart your computer.

Errors

The below troubleshooting steps addresses error while operating and installing the HubSpot Sales Chrome extension.
 

Network error in Chrome

When installing the HubSpot Sales Chrome extension, you may see a Network Failed error message. This notification comes directly from your Chrome browser. There are a couple of contributing factors:

  • There may be a slow connection between the Chrome Web Store and your computer, which would cause a timeout.
  • There may be security software installed on your computer preventing you from downloading a mail extension to your Chrome browser. Try either lowering your security settings or connecting with your IT team to see if they allow a mail tracking tool to be installed in browsers. By relaxing the security on which extensions you are able to download, you may then be able to install the extension.
 

Account connection error in Gmail

If you haven’t selected a HubSpot account for your sales activities to sync to, you will see an exclamation point in the HubSpot sprocket icon in the upper-right corner of Gmail.  

Clicking this sprocket icon sprocket will open a window prompting you to select an account for your sales email activity to sync to. 

If you don't see your account listed in the Select an account dropdown menu or only see No results found, then click I don't see my account here to see all of your accounts.  

If you still have difficulty getting your account to appear in the dropdown menu, try the following troubleshooting steps:  

  • Select an account for your sales email activity to sync to from your HubSpot account: 
    • In your HubSpot account, click the settings icon settings in the main navigation bar.
    • In the left sidebar menu, navigate to Integrations > Email integrations.  
    • Click the HubSpot Extensions tab, and select a HubSpot account for your sales email activity to sync to from the dropdown menu beside Extension sync in the Extension settings section.
  • Make sure cookies are enabled in your Chrome settings:
    • Click the Settings menu (three dots or lines) in your Chrome browser, then select Settings. 
    • At the bottom of the screen, click Advanced. 
    • Click Site Settings. Older versions of Chrome label this as Content settings. 
    • Click Cookies.
    • Click to toggle the Block third-party cookies switch off, and ensure that the toggle beside Allow sites to save and read cookie data (recommended) is on.  

Debug logs 

When working with HubSpot's support team to troubleshoot the HubSpot Sales Chrome extension, you may be asked to provide debug logs. When the extension is installed, it stores information in report logs. If your extension isn't functioning as expected, send these logs to support to help pinpoint the issue. 

  • In your Gmail inbox, click the sprocket icon sprocket ain the top right. 
  • Click Help & troubleshooting. 
  • Click Need more help?, then select Send debug logs. An email composition window will pop open with information about your extension and any error logs. 
  • Click Send. If you're working with a HubSpot support rep, add the support representative's email address in the To field before sending the email. 

 
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