Troubleshooting the HubSpot Sales Chrome extension

Last updated: September 20, 2018

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Below are troubleshooting steps to resolve common issues with the HubSpot Sales Chrome extension. Before trying any of the steps below, make sure that you have the most up-to-date version of Chrome and the HubSpot Sales Chrome extension.

Updates 

  • Update your Chrome browser 
  • Update your HubSpot Sales Chrome extension

Accessibility 

  • Extension is not appearing in Google Chrome
  • Extension is not appearing in Gmail

Tracking  

  • Troubleshooting in Chrome for emails not tracking
  • Troubleshooting in Gmail for emails not tracking

Notifications  

  • Notifications are not appearing 
  • Receiving notifications for a friend's email account  
  • Stuck notifications on screen

Errors  

  • Network error in Chrome 
  • Account connection error in Gmail

Updates

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

Update your Chrome browser

Google discovered and fixed an issue introduced in version 50 of Chrome that caused Gmail to load slower than usual when using an extension like HubSpot Sales. This would cause your inbox to run slower than usual.

This issue was fixed in version 51. If you're on version 50 and experiencing slowness, it's highly recommended to update Chrome to the latest version:

  • In Chrome, click the Settings menu (three dots or lines) in the upper right-hand corner. Then click Help > About Google Chrome.

  • On the About page, click Relaunch to apply any available update.
  • If Relaunch is not shown, then you are on the most up-to-date version of Google Chrome.

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. To do so, follow the steps below:

  • In the top-right corner of the browser window, click the Settings menu (three dots or lines) in the upper right-hand corner. Then select More tools > Extensions.

  • Check the box 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

You won't see the HubSpot Sales Chrome extension in your browser if the extension is hidden. To show the extension: 

  • 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-hand corner of Chrome and select Settings.
  • Click Advanced at the bottom of the settings page.
  • Within the Privacy and security section, click 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

If the HubSpot sprocket icon does not appear in the Chrome, make sure the extension is enabled:

  • Go to chrome://extensions/ or navigate to your Chrome settings menu (three dots or lines) and select More tools Extensions
  • Locate the HubSpot Sales extension and select the Enabled checkbox.

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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 upper right-hand 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 Gmail Labs

Follow the steps below to identify and disable any conflicting Gmail Labs:

  • Navigate to your Gmail settings by clicking the gear icon in the top right-hand corner of your inbox and selecting Settings.
  • Next, select Labs from the options along the top of the page.

If you have any labs features enabled, they will be shown at the top of the list as Enabled Labs. Disable all Labs 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, try clearing your cache and cookies in your Chrome browser:

  • Go to chrome://settings/clearBrowserData in Chrome.
  • Set the dropdown menu to the beginning of time and check the boxes for Cached images and files and Cookies and other sites.
  • Click Clear browsing data.

Disable conflicting Chrome extensions

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

  • Ghostery
  • Privacy Badger
  • Yesware
  • Boomerang
  • MailTrack

Other Chrome extensions may also conflict with HubSpot in addition to the extensions listed above. If you have other Chrome extensions enabled, try disabling them and sending a test email to bh@hubspot.com to determine which extension is causing the conflict.

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. If you have other Chrome extensions enabled, try disabling them and sending a test email to bh@hubspot.com to determine which extension is causing the conflict.

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 checked, 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-hand corner of the sent email and click 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-hand corner of the compose window. In the resulting menu, disable Plain Text mode.

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 into 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.

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  • Under Privacy and security, click Content settings.

chrome_content_settings.png

  • Click Notifications and switch the toggle ON at the top so Ask before sending (recommended) is shown

  • 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 content 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 upper right-hand corner. Select More Tools > Extensions.
  • Temporarily disable (uncheck) all extensions, except HubSpot Sales.
  • To test, send a tracked email to bh@hubspot.com.

Disable conflicting Gmail Labs

Follow the steps below to identify and disable any conflicting Gmail Labs:

  • Navigate to your Gmail settings by clicking the gear icon in the top right-hand corner of your inbox and selecting Settings.
  • Next, select Labs from the options along the top of the page.

If you have any labs features enabled, they will be shown at the top of the list as Enabled Labs. Disable all Labs 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 your photo or avatar in the top right-hand corner, then click Settings.
    • Select Integrations > Email integrations on the left.  
    • 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 > Settings and select Advanced at the bottom of the screen.
    • Select Content settings > Cookies.
    • Switch the toggle off beside Block third-party cookies, and ensure that the toggle beside Allow sites to save and read cookie data (recommended) is on.  

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