Google Chrome - How to Troubleshoot Issues

Summary

How to troubleshoot issues with Google Chrome not working, including issues with updates, websites not loading, plugins or extensions.

This article also includes how to update, disable or uninstall extensions to resolve issues with websites in Chrome.

If you have tried all of the steps listed below, please contact [e-mail]

Sections in this Article

• About Extensions
• Update Chrome with Self Service
• Incognito Mode
• Clear Cache / Cookies
• Disable or Remove / Uninstall an Extension

About Extensions

Extensions (sometimes called Plug-Ins or Plugins) are small applications that can add functionality to your web browser. Some extensions Zendesk recommends for users can be found here and include:

• Okta
• Zoom
• LastPass

Update Chrome with Self Service

The latest version of Google Chrome is always available in Self Service

• Open Self Service and locate Google Chrome on the home page.
• Click Reinstall to get the latest version

Incognito Mode

Incognito Mode disables all Chrome extensions automatically and allows you to run Chrome without any saved web history.

To enable Incognito Mode:

• Choose File > New Incognito Window

NOTE: You can allow some extensions to run in Incognito Mode, but this is enabled separately in the Extensions settings menu.

TIP: If the issue is not present while using incognito mode, the next best step will be to clear cache/cookies. If you still experience the problem, try disabling or removing extensions from the browser. 

Clear Cache / Cookies

Clearing Cache and Cookies can be a very useful step while troubleshooting issues.

Instructions to clear your Chrome Cache and Cookies are available here.

Disable or Remove / Uninstall an Extension

To disable or remove an extension:

• On the right side of the Chrome toolbar, click  then More Tools
• Choose Extensions

In the Extensions screen, toggle the switches OFF for any extension you wish to disable.

• Click Remove for any extensions you wish to remove/uninstall.