---
title: "Troubleshooting: HG Sales Copilot (Chrome Extension)"
slug: "troubleshooting-madkudu-copilot-chrome-extension"
updated: 2025-12-19T11:41:17Z
published: 2025-12-19T11:41:17Z
canonical: "help.madkudu.com/troubleshooting-madkudu-copilot-chrome-extension"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.madkudu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting: HG Sales Copilot (Chrome Extension)

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** ![](https://cdn.document360.io/a55e7ea5-b8ac-4456-874d-10cc92097370/Images/Documentation/image(85).png)
- Go to **Sources**. If you don't see HG Copilot as extension it means it is blocked on this website. ![](https://cdn.document360.io/a55e7ea5-b8ac-4456-874d-10cc92097370/Images/Documentation/image(86).png)
- Check if it's the same in any page from [Outreach.io](https://web.outreach.io/) or from [Gong.io](https://app.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.

![](https://cdn.document360.io/a55e7ea5-b8ac-4456-874d-10cc92097370/Images/Documentation/image(761).png)

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

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

![](https://cdn.document360.io/a55e7ea5-b8ac-4456-874d-10cc92097370/Images/Documentation/image(762).png)

1. Toggle **Developer Mode** on > Click **Update**.

![](https://cdn.document360.io/a55e7ea5-b8ac-4456-874d-10cc92097370/Images/Documentation/image(763).png)

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

1. **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.
2. **Clear Cache and Cookies:** Clear your browser’s cache and cookies and restart your browser. Then, try using the extension again.
3. **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.
4. **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:

1. **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. We will then investigate and provide a solution.

![](https://cdn.document360.io/a55e7ea5-b8ac-4456-874d-10cc92097370/Images/Documentation/image(764).png)

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.