Troubleshooting the Cognism Chrome Extension

This guide covers common issues such as the Cognism Browser extension not appearing, login problems, missing data, or export errors. 

Follow these steps to quickly resolve issues and continue using the extension without interruption.

Before you start

Make sure that:

• You are using Google Chrome
• The Cognism Chrome Extension is installed
• You are logged in to the extension
• You have an active Cognism account

If issues continue after troubleshooting, contact your internal administrator.

Here are a few common errors and how to fix them: 

The Cognism extension does not appear

If the extension does not open when you browse supported pages, check the following.

Check that the extension is installed and pinned

1. Open Google Chrome.
2. Click the Extensions icon in the browser toolbar.
3. Confirm that Cognism appears in the list.
4. If it isn’t, you can search for the extension, it looks like this:

[IMAGE]

1. Pin the extension if it is not already visible in the toolbar.

Check the Cognism extension settings

1. Open the Cognism Chrome Extension.
2. Click the Settings icon.
3. Confirm that Enable Everywhere is turned on if you are browsing company websites.
4. Check whether Auto-open extension is enabled.

If Auto-open is turned off, open the extension manually from the toolbar.

The Cognism extension opens but shows no data

If the Cognism browser extension opens but does not display contact or company data:

• Confirm that you are on a supported LinkedIn page, Sales Navigator page, or company website
• Refresh the page and reopen the extension
• Check that you are logged in to the correct Cognism account

Some profiles or companies may not have data available.

You cannot log in to the Cognism browser extension

If you are unable to sign in:

1. Open the Cognism Chrome Extension.
2. Log out if you are already signed in.
3. Close and reopen Google Chrome.
4. Open the extension and sign in again.

If login issues continue, reset your Cognism password and try again.

Cognism exports are not working

If contacts or companies do not export correctly:

• Confirm that your CRM integration is set up in Sales Companion
• Check that you have permission to export records
• Refresh the page and retry the export

If the export appears successful but records do not show in your CRM, allow time for synchronisation.

The extension behaves unexpectedly

If the Cognism extension freezes, reloads repeatedly, or displays errors:

1. Close the Cognism Chrome Extension.
2. Refresh the browser page.
3. Restart Google Chrome.

If issues continue, remove and reinstall the extension.

Expected results

After completing these steps, the Cognism Chrome Extension should open correctly, display available data, and allow exports and Diamond Data requests as expected.

Next steps

• Reinstall the extension if issues persist
• Check for browser updates
• Contact your internal administrator or support team for further help