Troubleshoot the Apollo Chrome Extension

Overview

The Apollo Chrome extension enables you to access key Apollo features directly within Gmail, LinkedIn, and across many company websites. As with any browser extension, you might encounter issues while you use the Apollo Chrome extension.

The following sections detail troubleshooting tips that you can utilize if you encounter any problems. The troubleshooting steps in this article are only applicable to extensions for the Google Chrome web browser.

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Troubleshooting Steps

Reload the Extension

Reload the extension to clear your web browser's cache and fix issues. To refresh the extension:

1. Right-click the extension icon in the Chrome browser. Then, click Reload Apollo Extension.
2. Apollo refreshes the extension and reloads the page.

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Update the Extension

Make sure the Apollo extension is up-to-date:

1. Enter chrome://extensions in your browser's address bar.
2. Toggle on Developer Mode.
3. Click Update to confirm your extensions are up to date.

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Update the Chrome Browser

Make sure the Chrome browser is up-to-date. Enter chrome://settings/help in your browser's address bar. The page that loads will display whether Chrome is up-to-date or provide you with an option to update it.

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Check For Blocked Cookies

Enter chrome://settings/cookies in your browser's address bar and make sure you are not blocking third-party cookies.

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Perform a Hard Refresh

Perform a hard refresh on your browser with the keyboard shortcut Command + Shift + R for Macs or Ctrl + F5 for PCs. This clears the browser's cache for a specific page.

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Clear Your Browser Cache

Clear your browser's cache:

1. Enter chrome://settings/privacy in your browser's address bar.
2. Click Delete browsing data to bring up the menu that allows you to clear your cache.

3. Change the time range of the data that you would like to clear to All time. Then, click Delete data.

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Check For Multiple Instances of Apollo

Make sure that only one instance of Apollo is open and only one instance of Gmail or Salesforce is open in another tab or in another window.

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Verify Extension Compatibility

To check which extensions you have running, enter chrome://extensions/ in your browser's address bar. You can turn each extension on or off by clicking the toggle.

To test if you are having compatibility issues with other extensions, give the Apollo Chrome extension permission to run in incognito mode by clicking Details.

Toggle on Allow in Incognito to allow the extension to run in incognito mode.

Launch an incognito window in your browser. Click the three vertical dots in the right-hand corner and select New Incognito Window. If the Apollo Chrome extension works properly when you log into Gmail or Apollo in the incognito window, you likely have a compatibility issue with one of your other extensions.

If you encounter compatibility issues with a different extension, Apollo recommends that you disable or remove the interfering extension. You can also whitelist the website you have issues with if the incompatible extension offers that functionality. Finally, you can operate the incompatible extension in a separate Chrome Profile.

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Get More Help

If these troubleshooting steps do not resolve your issues, please contact the Apollo Technical Support team.

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