Chrome Extension – Advanced Troubleshooting

If you have followed all the solutions in the section “Data not showing?” and you are still experiencing problems with the extension, we will need to perform further investigation. To help us investigate the problem you are experiencing, please provide your analyst or support channel with the following information.

Video Guide:

A. Google

  1. First make sure you have the Chrome extension enabled, as shown below:

1.1 If you do not have the columns enabled as shown above, make sure you have the following settings. If you see the columns, you can move to step 2:

Go to the Campaign level, click on the Columns icon and select Modify columns

Expand Attributes drop-down list (step 1), check the Campaign ID box (step 2) and, on the right-hand side, drag the Campaign ID label to the top (step 3):

When you’re done, press Apply and, if the Chrome extension is enabled, the columns should appear in your Ad account. You can proceed to step 2.

2. Once you see the columns inside your Ad account as displayed at step 1, right-click whenever on the page and select Inspect element:

3. Then click on the 3 dots (step 1) and change the dock side (step 2).

4. Click on the Console tab (step 1) and drag the window as high as possible (step 2) to see all the errors present inside the console. Take screenshots of all errors on this page and provide them to your analyst or support channel for further investigation.


B. Facebook

1. First go to Adsets or Ad level and make sure you have the Chrome extension enabled, as shown below:

2. Once you see the columns inside your Ad account as displayed above, right-click whenever on the page and select Inspect element:

3. Then click on the 3 dots (step 1) and change the dockside (step 2).

4. Click on the Console tab (step 1) and drag the window as high as possible (step 2) to see all the errors present inside the console. Take screenshots of all errors on this page and provide them to your analyst or support channel for further investigation.