Below, we cover the troubleshooting steps for a few different kinds of problems: whether you can’t see Gmail Email Templates in your Gmail, or whether you can see it, but it’s not functioning properly.

1. General troubleshooting

If you’re having issues with the Email Templates browser extension, start by following these basic troubleshooting steps: How to troubleshoot Google Chrome extensions

2. You are getting prompted to login

1. Ensure that 3rd-party cookies are not blocked, and/or that cloudHQ is not whitelisted. Please read How to enable 3rd-party cookies in Google Chrome browser.
2. If you are using ad-blocker extensions (e.g., Ghostery or AdBlocker), you’ll need to de-install them or whitelist both cloudHQ and Gmail to make everything work. Please read cloudHQ chrome extensions and ad-blocker extensions.
3. If you’re still having trouble with your 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.
4. It is known that some parental control and website-blocking software might unintentionally mangle secure HTTPS connections. Please try removing all parental control and website-blocking software on your PC, and then restart the Chrome browser.
5. If nothing works, please collect Google Chrome console logs and email us at support@cloudHQ.net. We will help.

3. The receiver sees templates as corrupted, non-responsive, or incorrectly formatted

1. HTML sending disabled: If the receipts do not see images, then the problem can be that HTML sending was disabled. Gmail Email Template requires that Gmail has HTML sending is enabled. So you’ll 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 up a new Composer window, click on the down arrow in the Composer window’s toolbar, and then uncheck Plain Text Mode. For a short walk-through video, click here.
   
2. Template extension not enabled: If you see that templates are not responsive (i.e., they do not show nicely on mobile devices), then it’s most likely that the problem has arisen because the email was not sent from a Gmail account that has Gmail Email Templates installed and enabled. Please ensure that extension is installed.
3. Template syntax error: If you see that templates are corrupted on the receiver side, then the problem is probably that the HTML has syntax errors. Especially check the “style” section of your HTML. The “style” section is ignored in Gmail drafts, but it is parsed on the receiver side.
4. Using compatible services to sent templates: Email templates with responsive design might not be compatible with mass mailing services such as Gmass or some mail tracking systems. This is because Gmass via Gmail does not support CSS styles and “responsive design,” and we have a special code to ensure that necessary CSS for responsive design is inside the email.
5. Using iFrames in templates: You might be using iFrames in your templates. Major email clients do not support iFrames. Check which email clients support iFrames please check support note Can I embed my iframe into an email?.
6. Verify templates using MailKing: If nothing helps then try sending emails using Mailking Email Campaigns.

4. Problems with saving templates or editing

1. Q: email template does not open for editing and just displays a blank screen. How can I fix it? Q: I have that the templates not loading correctly, with the process hanging at “Preparing Template…” leading to an empty draft being saved. How can I fix it? Q: When I attempt to insert a template, the “Preparing template…” notification appears but the process never completes. How can I fix it?
   If the template only shows a white screen or a “preparing template…” message, there might be something wrong with the template, like an error or it got damaged. To sort this out, try opening the template straight from the cloudHQ site by going to Email Templates Dashboard.
   If the template opens from the dashboard, then try these basic fixes by following: How to troubleshoot Google Chrome extensions to make sure the browser extension and browser settings are right.
   If the problem persists and the template won’t load from the dashboard, the template you’re trying to use might have a problem.
   To address this issue, you can try reverting the email template to a previous version where it was working correctly. This can be done through Google Drive, as all cloudHQ Gmail Email Templates are stored in a Google Drive folder called Email Templates. The instructions on how to that are in support note How to restore an email template to a previous version
2. Your templates are saved inside your Google Drive, so ensure that your Google Drive is authorized by going to the Cloud Accounts tab.
3. If your saved templates are empty after you’ve saved them, check if you are adding text to the section reserved for signatures. The save operation will not save the signature in your draft. In order words, the save operation will automatically delete signatures from drafts when saving it to templates, so you’ll need to ensure that your template is above the signature.

5. Problems with template sharing

1. When sharing team templates isn’t functioning correctly, it’s likely due to having more than one Email Templates folder in Google Drive. Check your Google Drive to confirm there’s just a single Email Templates folder. The correct procedure is the following:
   1. Navigate to the cloudHQ Share tab and delete all Email Templates shares.
   2. Once you’ve removed the shares, check your Google Drive to confirm there’s only one Email Templates folder.
   3. Go back to the cloudHQ Templates Dashboard tab and share your template again. You can find instructions for sharing templates with your team at How to set up and share templates with my organization