Troubleshooting

Troubleshooting

Comprehensive troubleshooting guide for common Chrome Extension issues.

Extension Not Loading

Symptoms: Extension icon grayed out or not responding

Solutions:

1. Refresh Browser

   • Refresh the current page (F5 or Ctrl+R)
   • Hard refresh to clear cache (Ctrl+Shift+R)

2. Check Extension Status

   • Open chrome://extensions/
   • Verify extension is enabled (toggle switch)
   • Check for error messages

3. Verify Permissions

   • Ensure all required permissions granted
   • Re-grant permissions if prompted
   • Check domain matches configured platforms

4. Reinstall Extension

   • Disable and remove extension
   • Reinstall from Chrome Web Store
   • Or reload unpacked extension (developer mode)

5. Clear Browser Data

   • Clear cache and cookies
   • Restart Chrome completely
   • Test extension functionality

Authentication Problems

Symptoms: “Authentication failed” or “Unauthorized” errors

Solutions:

Re-authenticate

Steps to Re-authenticate:

1. Click extension icon
2. Click “Settings” → “Account”
3. Click “Sign Out”
4. Sign in again with credentials
5. Verify connection status shows “Connected”

Check Configuration

Verify Settings:

1. Open extension settings
2. Verify organization URL is correct
3. Check API endpoint configuration
4. Test connection with “Test Connection” button
5. Contact admin if URL changed

Clear Tokens

Clear Stored Tokens:

1. Open extension settings
2. Go to “Advanced” → “Clear Data”
3. Select “Authentication tokens”
4. Click “Clear”
5. Re-authenticate with credentials

Platform Detection Issues

Symptoms: Extension doesn’t detect monitoring platform

Solutions:

1. Verify Platform Enabled

   • Open extension settings
   • Check platform is enabled
   • Verify domain matches current URL

2. Check URL Pattern

   • Ensure URL matches configured domains
   • Custom domains must be added in settings
   • Wildcards may be needed for subdomains

3. Wait for Page Load

   • Allow page to fully load
   • Extension waits for DOM ready
   • Check for JavaScript errors in console

4. Verify Permissions

   • Check browser granted platform permissions
   • Re-grant permissions if needed
   • Restart browser after granting

5. Test with Known Page

   • Navigate to known alert or dashboard
   • Check if extension detects context
   • Try different platform pages

Connectivity Issues

Symptoms: “Connection failed” or “Cannot reach Overwatch”

Solutions:

1. Verify Organization URL

   • Check URL is correct and accessible
   • Test URL in browser directly
   • Ensure HTTPS is used

2. Check Network

   • Verify internet connectivity
   • Check corporate firewall settings
   • Test from different network if possible

3. Check API Endpoints

   • Verify backend is accessible
   • Test API endpoint: /api/v1/health
   • Check for network errors in console

4. Review Browser Console

   • Open DevTools (F12)
   • Check Console tab for errors
   • Look for blocked requests
   • Note specific error messages

5. Contact Administrator

   • Provide error details
   • Share browser console output
   • Request network configuration check

Context Extraction Problems

Symptoms: Missing or incomplete context extraction

Solutions:

1. Verify Page Content

   • Ensure data is visible on page
   • Check page fully loaded
   • Verify no JavaScript errors

2. Check Extraction Settings

   • Review platform-specific settings
   • Verify extraction limits adequate
   • Enable debug mode to see what’s extracted

3. Refresh and Retry

   • Refresh page completely
   • Wait for full load
   • Click extension icon to re-extract

4. Check Selectors

   • Platform may have changed HTML structure
   • Custom extractors may need update
   • Report issue to support

5. Manual Context

   • Add missing context manually
   • Use clipboard to copy data
   • Supplement automated extraction

Performance Issues

Symptoms: Slow page load or browser lag

Solutions:

1. Disable Screenshot Capture

   {
     "screenshot_on_alert": false,
     "screenshot_on_error": false
   }

2. Reduce Extraction Limits

   {
     "max_log_lines": 50,
     "max_metric_points": 500
   }

3. Disable Auto-Extraction

   • Turn off auto-extraction in settings
   • Extract context manually when needed

4. Clear Browser Cache

   • Clear cache and cookies
   • Restart browser
   • Test performance improvement

5. Check for Conflicts

   • Disable other extensions temporarily
   • Test if conflict exists
   • Re-enable extensions one by one

On-Demand Reporting Issues

”Problem description too short”

Cause: Description must be at least 50 characters

Solution: Add more details:

• What’s happening?
• What did you expect?
• What have you tried?
• When did it start?

”Rate limit exceeded”

Cause: Exceeded hourly or daily report limit

Solutions:

• Wait for rate limit reset (time shown in error)
• Check existing incidents for similar problems
• Upgrade to Professional tier for higher limits
• Use semantic search for similar issues

”No solutions found”

Cause: Problem too unique or poorly described

Solutions:

• Refine description with more technical details
• Add specific error messages or metrics
• Try different problem type classification
• Use different keywords
• Search existing procedures manually

”LLM generation failed”

Cause: LLM service temporarily unavailable or budget exceeded

Solutions:

• Retry in a few moments
• Check organization LLM budget status
• Fall back to vector search results
• Contact administrator if persistent

Debug Mode

Enable Debug Mode

1. Open extension settings
2. Go to “Advanced” section
3. Enable “Debug Mode”
4. Set log level to “DEBUG” or “TRACE”
5. Open browser DevTools (F12)
6. Go to Console tab
7. Filter logs: “Overwatch Extension”

Debug Information

What to Look For:

// Successful context extraction
{
  "level": "DEBUG",
  "component": "context_extractor",
  "message": "Context extracted successfully",
  "data": {
    "platform": "datadog",
    "selectors_found": 12,
    "extraction_time_ms": 145
  }
}

// Error during extraction
{
  "level": "ERROR",
  "component": "context_extractor",
  "message": "Failed to extract context",
  "error": "Selector not found: .alert-details",
  "platform": "datadog"
}

Error Reporting

Automatic Error Reporting

What Gets Reported:

• Error message and stack trace
• Extension version and browser version
• Platform and page URL (anonymized)
• User actions leading to error
• No personal or sensitive data

Disable Error Reporting:

1. Open extension settings
2. Go to “Privacy” section
3. Disable “Error Reporting”
4. Save settings

Manual Bug Reports

1. Open extension settings
2. Go to “Support” section
3. Click “Report Issue”
4. Fill out issue form:
   • Issue title (brief description)
   • Detailed description
   • Steps to reproduce
   • Expected vs actual behavior
   • Browser console output (if available)
5. Submit report
6. Receive confirmation email

Browser Compatibility

Supported Browsers

• Chrome 88+: ✅ Fully supported (recommended)
• Edge 88+: ✅ Fully supported (Chromium-based)
• Brave 1.20+: ✅ Fully supported
• Opera 74+: ✅ Fully supported

Not Supported

• Firefox: ❌ Different extension architecture
• Safari: ❌ Different extension APIs
• Mobile Browsers: ❌ Extension limitations

Common Error Messages

”Permission denied”

Cause: Extension lacks required permissions

Solution:

1. Grant all requested permissions
2. Check chrome://extensions/ for permission warnings
3. Remove and reinstall extension if needed

”Invalid organization URL”

Cause: URL format incorrect or organization not found

Solution:

1. Verify URL format: https://your-org.overwatch.com
2. Check for typos in organization name
3. Contact administrator to confirm URL

”WebSocket connection failed”

Cause: Real-time connection cannot be established

Solution:

1. Check firewall allows WebSocket connections
2. Verify organization backend is accessible
3. Try disabling other extensions
4. Contact administrator for network configuration

”Extension outdated”

Cause: Extension version too old for backend

Solution:

1. Update extension from Chrome Web Store
2. Or reload unpacked extension with latest build
3. Clear browser cache
4. Restart browser

Getting Additional Help

Support Channels

1. Built-in Help

   • Press ? in extension overlay
   • Access help section in settings
   • View keyboard shortcuts

2. Documentation

   • Review Installation Guide
   • Check Configuration Guide
   • Read platform-specific guides

3. Technical Support

   • Email: support@overwatch-observability.com
   • Include error details and logs
   • Provide steps to reproduce

4. Administrator

   • Contact your organization’s admin
   • Request configuration verification
   • Ask about network restrictions

Information to Provide

When reporting issues, include:

• Extension version: Find in chrome://extensions/
• Browser version: Find in chrome://settings/help
• Operating system: Windows, Mac, Linux
• Platform affected: Datadog, New Relic, etc.
• Error message: Exact text from error
• Console output: From browser DevTools
• Steps to reproduce: Detailed sequence
• Expected behavior: What should happen
• Actual behavior: What actually happens

Next Steps

• Installation Guide - Reinstall if needed
• Configuration Guide - Optimize settings
• Platform Guides - Platform-specific help
• Workflows - Usage patterns

Need Help?

Contact support@overwatch-observability.com for additional assistance.

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Related Documentation:

• User Guide - Platform usage
• API Documentation - API integration
• Integrations - Platform integrations