Please follow the steps below to troubleshoot the SourceWhale extension. Be sure to open the extension after every step is complete to check and see if the extension is working.
1. Ensure that you have allowed all permissions for the site that you are on
Click the puzzle icon at the top of your browser > Manage Extensions
Verify that all the permissions are accepted as shown below
2. Ensure your Google Chrome browser is up-to-date
Click on Chrome at the top of your screen > Click About Google Chrome
Verify your Google Chrome is up to date as shown below
3. Turn the SourceWhale extension off and on
Click on the puzzle icon at the top of your browser > Click Manage Extensions
Click the Toggle off and then back on
4. Turn off other Google Chrome Extensions
Click the Extension puzzle piece icon and then click Manage Extensions
Toggle off all other extensions to see if any of them are preventing the SourceWhale extension from opening.
5. Uninstall and Reinstall the SourceWhale Chrome extension
Click on the puzzle piece icon at the top of your browser > Click Manage Extensions
Once you are logged in, you will need to download the Chrome Extension which can be found by clicking on your name in the bottom left-hand corner and selecting "Extension" from the drop-down.
Click "Add to Chrome"
Next, confirm "add extension". This box is confirming SourceWhale's read and write permission required for the email integration.
Click the puzzle piece on the top-right, then the pin icon which will pin the SourceWhale extension so it's easily accessible in the future.
You should now open the extension for the first time by pressing the SourceWhale icon you have just pinned, accepting permissions on the pop-up box that will appear. The extension should resize your screen automatically when you open it and should resize your screen to normal when you close it. You will need to reload the web page you are on to make sure it works correctly.
Stuck or need some help? Click on the chat icon at the bottom right-hand corner to connect with our support team! 💬