Extension Issues

This page covers common issues with the JetStack AI Chrome extension. The extension runs as a sidebar panel on HubSpot pages and handles audit data capture, asset import/deploy, and task management. Each entry follows a Symptom / Cause / Solution format.

Installation and Visibility

Not Appearing

Symptom: After installing the extension, the JetStack AI sidebar does not appear on HubSpot pages.

Cause: The extension sidebar may not appear because:

• The extension is installed but not enabled
• You are not on a supported HubSpot page (the extension activates only on app.hubspot.com and regional hublet domains)
• Another browser extension is conflicting with the sidebar injection
• The browser needs to be restarted after installation
• You are viewing HubSpot in an incognito window without enabling the extension for incognito mode

Solution:

1. Open chrome://extensions and verify the JetStack AI extension is enabled (toggle is on)
2. Navigate to a HubSpot portal page (e.g., app.hubspot.com/contacts/12345/lists)
3. Click the JetStack AI extension icon in the Chrome toolbar to manually open the sidebar
4. If the sidebar still does not appear, restart Chrome completely
5. If you are in incognito mode, go to chrome://extensions, click “Details” on the JetStack AI extension, and enable “Allow in incognito”
6. Try disabling other extensions temporarily to check for conflicts

Extension Not Updating

Symptom: The extension is running an outdated version and new features are not available.

Cause: Chrome extensions update automatically, but the update can be delayed if:

• Chrome has not checked for updates recently
• The browser was not restarted after an update was downloaded
• Auto-updates are disabled in Chrome settings

Solution:

1. Open chrome://extensions
2. Enable “Developer mode” (toggle in the top right)
3. Click “Update” to force-check for extension updates
4. Restart Chrome after the update completes
5. Verify the version number on the extension’s detail page

Authentication

Auth Failures

Symptom: The extension shows “Authentication failed” or “Please sign in” even though you are logged into the JetStack AI dashboard.

Cause: The extension authenticates independently from the web dashboard. Auth failures occur when:

• You have not signed into the extension yet (separate from the dashboard login)
• The extension’s authentication token has expired
• Cookies were cleared or the browser was updated, invalidating the session
• A network issue prevented the token refresh

Solution:

1. Click the JetStack AI extension icon and sign in with your JetStack AI credentials
2. If already signed in, click “Sign out” and sign back in
3. Clear the extension’s stored data: right-click the extension icon > “Options” (if available), or remove and re-install the extension
4. Ensure your browser allows third-party cookies for the JetStack AI domain, or add an exception

Token Refresh

Symptom: The extension works initially but stops authenticating after some time, requiring you to sign in again frequently.

Cause: The extension uses OAuth tokens that expire periodically. Token refresh can fail when:

• The browser was in sleep/hibernate mode when the refresh was due
• Network connectivity was lost during the refresh attempt
• The JetStack AI authentication service was temporarily unavailable

Solution:

1. Sign out and sign back in to get a fresh token
2. Ensure your computer’s sleep settings allow background network activity
3. If you experience frequent token expiration, check your network connection stability
4. The extension will automatically retry token refresh on the next page load

Performance

Slow Performance

Symptom: The extension is slow to load, unresponsive, or takes a long time to display asset data.

Cause: Extension performance issues can stem from:

• Slow network connection between the browser and JetStack AI servers
• Large HubSpot portals with thousands of assets causing slow API responses
• Browser memory pressure from too many open tabs
• Conflicts with other Chrome extensions that modify page content

Solution:

1. Check your internet connection speed
2. Close unnecessary browser tabs to free up memory
3. Disable other extensions temporarily to check for conflicts
4. If the extension is slow on a specific portal, the portal may have a large number of assets — the initial load caches asset data for faster subsequent access
5. Clear the extension cache (see Cache Clearing below)

Cache Clearing

Symptom: The extension is showing stale data, outdated asset lists, or old portal information.

Cause: The extension caches portal data and asset lists to improve performance. This cache can become stale when:

• Assets were modified or deleted in HubSpot after the cache was populated
• The portal connection was updated (reconnected with different scopes)
• A new JetStack AI deployment was made that added or changed assets

Solution:

1. In the extension sidebar, look for a refresh or sync button to force a data reload
2. Close and reopen the extension sidebar
3. Navigate away from the HubSpot page and back again
4. If stale data persists, sign out of the extension and sign back in (this clears all cached data)
5. As a last resort, remove and reinstall the extension

HubSpot-Specific Issues

Hublet Routing

Symptom: The extension does not activate or shows errors on HubSpot portals hosted on regional hublets (e.g., EU data center).

Cause: HubSpot hosts portals on different regional data centers (hublets). The extension must recognize and route to the correct hublet URL. Known hublet domains include:

• app.hubspot.com (US)
• app-eu1.hubspot.com (EU)
• Other regional subdomains

If the extension does not recognize a hublet domain, it may fail to inject the sidebar or route API requests incorrectly.

Solution:

1. Ensure you are running the latest version of the extension (hublet support is updated regularly)
2. Check the URL in your browser — if it is a hublet domain, verify the extension supports it
3. If you are on an unrecognized hublet, contact JetStack AI support with the exact URL
4. The extension should handle hublet routing automatically; if it does not, update the extension

CSRF Issues

Symptom: Extension operations fail with “CSRF validation failed” or “Forbidden” errors when capturing audit data.

Cause: Some HubSpot internal APIs require CSRF tokens for authentication. The extension acquires these tokens automatically, but issues can occur when:

• HubSpot changed their CSRF token format or endpoint
• The token expired between acquisition and use (very fast operations)
• A browser security policy is blocking the token request
• The HubSpot page has not fully loaded when the extension attempts token acquisition

Solution:

1. Refresh the HubSpot page completely and wait for it to fully load before using the extension
2. Retry the operation — CSRF tokens are re-acquired on each attempt
3. Clear your browser cookies for hubspot.com and sign back into HubSpot
4. If the issue persists across multiple pages, update the extension to the latest version
5. Disable any browser extensions that modify cookies or security headers (e.g., privacy extensions, ad blockers)

HubSpot Page Not Recognized

Symptom: The extension opens but shows “Page not supported” or “Navigate to a supported page” on a valid HubSpot page.

Cause: The extension recognizes specific HubSpot URL patterns to determine context (which portal, which asset type, which specific asset). If HubSpot changes their URL structure, some pages may temporarily become unrecognized.

Solution:

1. Navigate to a different HubSpot page and back again
2. Update the extension to the latest version
3. Try navigating to the portal from the main HubSpot navigation (not a direct/bookmarked URL)
4. If the issue affects a specific page type consistently, report it to support

Still Stuck?

If none of the above solutions resolve your issue:

1. Note the Chrome version (chrome://version), extension version, and HubSpot URL where the issue occurs
2. Take a screenshot of any error messages displayed in the extension sidebar
3. Open Chrome DevTools (F12), go to the Console tab, and note any error messages from the extension
4. Contact support at team@jetstack.ai with these details