Troubleshooting
Extension Not Working
If the Crosscheck extension is not working as expected, this page covers the most common issues and how to resolve them.
Common Issues
| Issue | Likely Cause | Solution |
|---|---|---|
| Extension icon not visible in toolbar | Extension is installed but not pinned | Click the puzzle piece icon in Chrome toolbar, find Crosscheck, and click the pin icon |
| Extension popup shows blank or loading | Permissions not granted after install | Go to chrome://extensions, find Crosscheck, click Details, and ensure all required permissions are enabled |
| Extension does not capture on certain sites | Conflicting extensions blocking Crosscheck | Temporarily disable other extensions to identify conflicts. Ad blockers and privacy extensions are common culprits |
| Extension not working after Chrome update | Chrome version too old or update broke compatibility | Ensure Chrome is version 116 or later. Check for extension updates in chrome://extensions |
| Extension disabled or greyed out | Extension was disabled manually or by Chrome | Go to chrome://extensions, find Crosscheck, and toggle it back on |
| Capture buttons do nothing when clicked | Extension lost connection to background process | Close and reopen the extension popup. If that does not help, go to chrome://extensions and click the reload icon for Crosscheck |
Step-by-Step Diagnosis
1
Check if the Extension is Installed
Go to chrome://extensions in your browser. Look for Crosscheck in the list. If it is not there, install it from the Chrome Web Store.
2
Verify the Extension is Enabled
On the extensions page, make sure the toggle next to Crosscheck is turned on (blue). If it is off, click the toggle to enable it.
3
Pin the Extension
Click the puzzle piece icon in the Chrome toolbar. Find Crosscheck in the list and click the pin icon so it appears in your toolbar for easy access.
4
Check Permissions
Click Details on the Crosscheck entry in chrome://extensions. Ensure that Site access is set to "On all sites" or at least on the sites where you need to capture.
5
Reload the Extension
On the chrome://extensions page, click the reload icon (circular arrow) next to Crosscheck. This restarts the extension and can resolve connection issues.
6
Test on a Standard Page
Open a regular webpage (not chrome://, about:, or browser internal pages) and try using the extension. Chrome restricts extensions from running on internal browser pages.
Chrome Internal Pages Are Restricted
Chrome does not allow extensions to run on internal pages like chrome://settings, chrome://extensions, the Chrome Web Store, or the New Tab page. This is a Chrome platform limitation, not a Crosscheck issue.
Clearing Extension Data
If the extension is in a broken state, you can reset it by removing and reinstalling:
- Go to chrome://extensions.
- Click Remove on Crosscheck.
- Reinstall from the Chrome Web Store.
- Sign in again to connect the extension to your account.
Your Captures Are Safe
Removing and reinstalling the extension does not delete any of your captures. All captures remain accessible from the Crosscheck dashboard.
Last updated: March 2026