Who can use this: Any team member
Available on: Gong Engage
Ideal for: Sales rep, Tech admin
Use this article when the Gong Extension is not loading, not appearing in Gmail or your CRM, or when specific actions like adding to a flow are failing. Start with the fast checks before gathering logs.
Extension missing or not loading
If the Gong icon does not appear in Gmail or your CRM, or the extension side panel is blank:
Go to chrome://extensions/ and confirm the Gong Extension is installed and the toggle is switched on.
Make sure you are signed in to Gmail or your CRM with the same account you use to sign in to Gong.
Refresh the page.
Check that Chrome is up to date. An outdated browser version can prevent the extension from loading.
Check that the extension itself is up to date. Chrome updates extensions automatically, but you can force an update from the Extensions page by enabling Developer mode and clicking Update.
Third-party cookies are blocked
The extension requires third-party cookies to be enabled in Chrome. If cookies are blocked, the extension may appear installed but not function correctly.
To check cookie settings:
In Chrome, go to Settings > Privacy and security > Third-party cookies.
Make sure third-party cookies are not blocked. If they are, allow them and reload the page.
Another extension is interfering
Conflicts with other Chrome extensions are a common cause of extension issues.
To test for extension conflicts:
Go to chrome://extensions/ and temporarily disable all extensions except Gong.
Reload Gmail or your CRM and check if the issue persists.
If the issue is resolved, re-enable other extensions one at a time to identify the conflict.
Contact Gong support with the name of the conflicting extension so it can be investigated.
Add to flow shows a generic error
A generic error on add to flow most commonly means the OAuth connection to your CRM has expired or been revoked.
Attempt the add to flow action again. If prompted to reconnect, complete the OAuth connection.
If the error persists without a reconnect prompt, check that the CRM page you are on is supported for add to flow.
Try refreshing the CRM page and attempting the action again.
If none of these resolve the issue, contact Gong support with the URL of the CRM page and a description of what happened.
Gong icon disappears in Salesforce
If the Gong icon stops appearing in Salesforce after previously working, the most likely cause is a stale or outdated extension version.
Go to chrome://extensions/, enable Developer mode, and click Update to force an extension update.
If the icon still does not appear, try uninstalling the extension and reinstalling it from the Chrome Web Store.
Clear your Chrome cache and cookies, then reload Salesforce.
Contact sync mismatch in Salesforce
If a contact's information in Gong does not match what is in Salesforce:
Check that the contact exists in both Gong and Salesforce under the same email address.
Allow up to 24 hours for sync to complete after changes are made in either system. [VERIFY: confirm sync timing]
If the mismatch persists, contact Gong support with the contact's email address and details of what is out of sync.
When to escalate to support
If the fast checks above do not resolve the issue, Gong support may need browser logs to investigate.
Before contacting support, collect:
A list of all other Chrome extensions you have installed.
Your Chrome version (found at chrome://settings/help).
The URL of the page where the issue occurs.
A description of what you see and what you expected to see.
Frequently asked questions
What should I check first when the extension is missing or blank?
Start with three things: confirm the extension is installed and switched on in chrome://extensions/; make sure you are signed in to the same account you use for Gong; and refresh the page. These resolve the majority of cases.
How do I tell if another extension is causing the problem?
Disable all other extensions in chrome://extensions/, reload Gmail or your CRM, and check if Gong Extension works. If it does, re-enable extensions one at a time to find the conflict. Let Gong support know which extension is interfering.
What logs does Gong support need if the fast checks do not work?
Provide your Chrome version, a list of all installed extensions, the URL where the issue occurs, and a description of what you see. If the issue is intermittent, note when it started and whether it happens consistently or only in certain conditions.