Encountering issues with the Chrome Extension? Here are some common troubleshooting steps:

I don't see the extension icon on my screen or I get an error when trying to install

Try the following:

Check with your security team the policy for installing Chrome extensions: we have seen customers where the security team needs to approve any Chrome ext on Salesforce.

Here's how to know if that would be the case:

Open any Salesforce page, click right with your cursor and click Inspect
Go to Sources. If you don't see HG Copilot as extension it means it is blocked on this website.
Check if it's the same in any page from Outreach.io or from Gong.io
Clear Cache and Cookies: Clear your browser's cache and cookies and restart your browser. Then, try using the extension again.
Disable Conflicting Extensions: Disable any other Chrome extensions that might conflict with the HG extension. Restart your browser and check if the issue persists.
Update Chrome and the Extension: Ensure that your Chrome browser and the HG Chrome Extension are up to date. Update them if necessary.
Remove from Chrome and Install again

I see the extension installed but I don't see anything displayed in the Chrome extension

Try opening on any Lead, Contact or Account page in Salesforce to view insights.
Please contact our support team, providing them
- your email address
- a screenshot of what you see
- the browser you’re using (Chrome, Safari…)

I see an error in the extension

You might see an error in the extension such as “It may have been moved, edited or deleted”, or other errors.

The root cause might be that a new version was released, and the extension needs to be updated.
To update it, follow these steps:

On the top-right of the browser, click on the extensions button > kebab-button button (⋮) next to HG Extension > click Manage Extension.

Toggle Developer Mode on > Click Update.

Try again to open the HG Extension.
If the error re-appears (or any other error), follow these steps:

Try opening the extension on Incognito mode (This helps check if other extensions are causing a conflict): Go to Chrome Extensions > HG Copilot > Details > Toggle ‘Allow in Incognito’ > Open Incognito tab > Open the extension.
Clear Cache and Cookies: Clear your browser’s cache and cookies and restart your browser. Then, try using the extension again.
Disable Conflicting Extensions: temporarily disable any other Chrome extensions that might conflict with the HG extension. Restart your browser and check if the issue persists.
Update Chrome: Ensure that your Chrome browser is up to date. Update it if necessary and try opening the extension again.

If none of these helped:

Send us error logs: Open the HG extension > Right-click on the extension > Inspect > Chrome Developer Tools side pane will open, click the Console tab > take a screenshot of any error messages and send us in a support ticket at support@HG.com. We will then investigate and provide a solution.

If you're still experiencing difficulties, please contact our support team. Provide them with a detailed description of the issue, including any error messages encountered, for prompt assistance.

HG Chrome Extension