1. Introduction
2. Check browser
3. Restart the browser
4. Verify if the extension is installed
5. Check extension permissions
6. Check if extensions are updated
7. Check anti-virus software
8. Check ad-blocking extensions
9. Check for non-compatible extensions
10. Check compose settings
11. Clear the cache
12. Clear the cookies
13. Reinstall the extension
14. Verify authorization
15. Disable/check parental control / anti-virus software
16. Contact us

Introduction

Here are troubleshooting steps if you do not see the cloudHQ Chrome extension in your Gmail, or if you see it but the function is not working:

1. Check Browser: Check your browser and installed extensions:
   
   Click here to verify your browser
   
   
   Ensure that you have installed the latest Chrome browser version. Normally, updates happen in the background when you close and reopen your computer’s browser. If you have not closed your browser in a while, you might need to update the browser manually:
   1. Open the Chrome browser.
   2. Select About Google Chrome.
   3. Click Update Google Chrome. If you do not see this button, you are on the latest version.
   4. Click Relaunch.
2. Restart the Browser: Your browser may not be working correctly. Try closing and reopening your browser.
   Please check the following link to see how to restart the browser: How to restart Chrome browser
3. Verify if the Extension is Installed: Verify that the Chrome extension is installed and enabled. Please check the following support note: How to verify that cloudHQ Chrome Extension is installed and enabled.
   If the extension is not installed, please go to the cloudHQ Extensions page to install it and restart the browser.
   If during the installation you get an error “Extension is blocked by the administrator“, then contact your IT admin to whitelist the extension. The instructions on how to whitelist the extension are here: How to whitelist the Chrome extension.
4. Check Extension Permissions: Ensure that permissions requested by the Chrome extension are accepted. Please check the following support note: How to accept new extension permissions and re-enable Chrome extension?
5. Check if Extensions are Updated: Ensure all Chrome extensions are updated. Please check the following support note: How to manually update Chrome extensions.
6. Check Anti-virus Software: If you are using Kaspersky Security or similar anti-virus software, you will need to add Google Chrome in “secure applications”.
7. Check Ad-blocking Extensions: If you are using ad-blocker extensions such as Ghostery or AdBlocker, you need to uninstall them or whitelist both cloudHQ and Gmail to make everything work. Please check cloudHQ chrome extensions and ad-blocker extensions support note on how to do that.
8. Check for Non-compatible Extensions: If you still have trouble with extensions, please de-install or disable all other extensions. It is known that some extensions are not compatible with cloudHQ. Please email us at support@cloudHQ.net if you discover that some of your favorite Chrome extensions are causing the problem. We will try our best to fix the problem.
9. Check Compose Settings: Many of our extensions depend on email messages being in HTML (Gmail Email Templates, Email Tracker, HTML Editor for Gmail, etc.), so you need to ensure that your Gmail is not sending in plain-text mode. To switch from plain text to rich text formatting in Gmail, open a new compose window, click on the down arrow in the Compose toolbar, and uncheck “Plain Text Mode.” The short video on how to check that is here.
10. Clear the Cache: The problem might be that some data is stale in your browser, so try clearing and refreshing cached images and files in the Chrome browser and restart the browser. Please check How to refresh cached images and files in Chrome support note on how to clear and refresh cached images and files.
11. Clear the Cookies: If clearing the cache does not help, try clearing Chrome cookies and restarting it. Please check How to reset cookies, clear and refresh cache in Chrome support note on how to clear browser cookies.
12. Reinstall the Extension: Try uninstalling and reinstalling the extension – it might be that the extension itself got corrupted.
13. Verify Authorization: Verify that your Gmail account is authorized with cloudHQ. To verify that, do the following:
    1. Log in to cloudHQ.
    2. Select the Cloud Accounts tab.
    3. If you see the Authorize button next to your Gmail account, click on it and follow the wizard.
    4. If you do not see your Gmail account in the list of authorized accounts, then click on the Gmail icon and follow the wizard.
    5. For Gmail Scheduler, if you do not see your Google Calendar account in the list of authorized accounts, then click on the Google Calendar icon and follow the wizard.
    6. After the above is done, go to your Gmail and refresh the browser.
14. Check for Parental Control / Anti-virus Software: It is known that some parental control and website blocking software might unintentionally affect secure HTTPS connections. Please try removing all parental control and website blocking software from your PC and restart the Chrome browser.
15. Contact Us: If nothing works, please collect Google Chrome console logs and email us at support@cloudHQ.net and we will help.

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