Troubleshooting the Chrome extension

You’ve added the BombBomb Chrome extension and you're ready to send out a personalized video, but something isn’t right. The extension just won’t work. So what do you do?

Watch this video, or read the step-by-step instructions below to learn the steps to take if things go awry with your Chrome extension.

Step 1: Log Out and Back In

1. Log Out

   • Right-click on the BombBomb icon in the Chrome URL bar.
   • Select "Options".
   • Click "Logout" in the upper right corner.

Log Back In

• Re-enter your credentials to log back in.
• If using Gmail, refresh your Gmail page to ensure the extension updates.

Step 2: Ensure Chrome is Up-to-Date

1. Check for Updates

   • Navigate to chrome://settings/help.
   • Chrome will automatically check for updates.

1. Relaunch Chrome

   • Once updates are installed, click "Relaunch".
   • Verify if the issue is resolved. If not, proceed to the next step.

Quick Tip: If you see messages like "Google Chrome may not be able to keep itself updated," consult your admin, as updates may be disabled.

Step 3: Update the BombBomb Extension

1. Access Extensions Page

   • Go to chrome://extensions/.

2. Enable Developer Mode

   • Toggle on "Developer Mode" in the top right corner.

3. Update Extensions

• Click the "Update" button to refresh all extensions.
• Refresh your browser and check if the issue persists.

Step 4: Identify Competing Extensions

Some extensions may conflict with BombBomb. To address this:

1. Review Installed Extensions

   • Visit chrome://extensions/.

2. Disable Competing Extensions

• • Temporarily disable extensions that may conflict. Here are some of the extensions that conflict with BombBomb. 

  • Tracking Extensions:

    • Boomerang
    • MailTag
    • Mailtrack
    • Outreach
    • Salesforce
    • SalesLoft
    • Yesware
    • Zoho Mail Tracker

  • Video/Recording Extensions:

    • Video Speed Controller
    • Video Speed Manager
    • Video Speed Master

3. Refresh Browser

• After disabling, refresh your browser to see if the problem is resolved.

Step 5: Check Camera and Microphone Permissions

1. Adjust Permissions

   • Go to chrome://settings/content/camera?search=camera.
   • Ensure both the camera and microphone are allowed for BombBomb.

2. Allow Access

   • If BombBomb is blocked, click the arrow next to it and enable the microphone and camera.

3. Refresh Browser

• Refresh your page and see if the issue is resolved. If problems persist, consult the additional troubleshooting steps in this article. 

Step 6: Uninstall and Reinstall the Extension

1. Uninstall BombBomb

   • Click the three vertically stacked dots in the top right corner of Chrome.

• Hover over "More Tools" and select "Extensions".

• Find BombBomb and click "Remove". Confirm the action.

2. Provide Feedback

• After uninstalling, you'll be prompted to fill out a brief survey. Please indicate "reinstall" as your reason.

3. Reinstall BombBomb

• Follow this link to the BombBomb Chrome extension.
• Click "Add to Chrome", then confirm by clicking "Add Extension"

4. Locate the Extension

• Click the puzzle piece icon next to the URL bar to find the BombBomb Video extension.
• To pin it, click the pin icon next to "BombBomb Video."

5. Final Refresh

• Refresh your page and check if the issue is resolved.

If you've completed the steps above and are still experiencing issues with the extension, we're so sorry—that must be really frustrating! Send us an email at [e-mail] and we will do our best to get you all set up.