1. Engage
  2. Troubleshooting
  3. Common Issues

Troubleshooting Gmail Integration Issues

Julian Sanchez ·

Overview

If you're having trouble recording, sending, or tracking videos in Gmail using BombBomb, work through the steps below in order. Most issues are caused by a missing or misconfigured extension, a permissions problem, or a conflicting extension.

Who this applies to: All users 

Plan requirement: Core, Core + Copilot, Enterprise

Browser requirement: BombBomb's Gmail integration is supported in Google Chrome only. It does not work in Firefox, Safari, or Edge.

Step 1: Confirm the BombBomb Extension is Installed and Enabled

  1. Click the puzzle piece icon (Extensions) in the top-right corner of Chrome.
  2. Look for BombBomb Video - Webcam & Screen Recorder in the dropdown.
    • If you don't see it, click Manage Extensions at the bottom of the list and check there.
    • If it's not installed at all, download it from the Chrome Web Store.
  3. Make sure the toggle next to BombBomb is turned on (blue).
  4. While you're here, click the pin icon next to BombBomb to keep it visible in your toolbar for easy access.

Step 2: Verify You're Signed Into BombBomb in the Extension

  1. Click the BombBomb icon in your Chrome toolbar.
  2. Click the three-dot menu inside the extension.
  3. Confirm you're logged in and that the email shown matches your active BombBomb account.
  4. If you're not logged in, click Login and sign in with your BombBomb credentials.
  5. Once logged in, refresh Gmail and check if the BombBomb toolbar appears.

🗣️ Note: If refreshing your webpage doesn’t work, try clearing your browser’s cache and cookies.

Step 3: Check Chrome Permissions for BombBomb

  1. Go to chrome://extensions and find BombBomb.
  2. Click Details and confirm that all requested permissions are allowed.
  3. Then go to Chrome Settings > Privacy and Security > Site Settings.
  4. Confirm BombBomb has access to cookies and embedded content.

Step 4: Disable Conflicting Extensions

Other extensions — particularly ad blockers, email productivity tools, or other video recorders — can interfere with BombBomb in Gmail. Known conflicts include MixMax, Boomerang, and most ad blockers.

  1. Click the three-dot menu (⋮) in Chrome, hover over Extensions, and click Manage Extensions.
  2. Disable extensions one at a time by toggling them off (gray = disabled).
  3. After disabling each one, refresh Gmail and test BombBomb.
  4. Once you identify the conflicting extension, leave it disabled while using BombBomb, or remove it entirely if you no longer need it.

Note: Known conflicts include MixMax, Boomerang, and some ad-blockers.

Step 5: Reinstall the BombBomb Extension

If none of the above steps resolved the issue, reinstall the extension to clear any corrupted files and get the latest version.

  1. Click the puzzle piece icon in Chrome and click Manage Extensions.
  2. Find BombBomb, click the three-dot menu (⋮), and click Remove.
  3. Confirm by clicking Remove again in the popup.
  4. Go to the BombBomb Chrome Extension page and click Add to Chrome.
  5. Confirm by clicking Add Extension in the popup.
  6. Pin the extension to your toolbar and log back into BombBomb.
  7. Refresh Gmail and test.

Frequently Asked Questions

Why can't I see the BombBomb toolbar in Gmail? The most common causes are: the extension isn't installed, the toggle is turned off, or you're not logged into BombBomb inside the extension. Work through Steps 1 and 2 above.

My videos aren't tracking after I send from Gmail. What's wrong? Tracking requires cookies and permissions to be enabled for BombBomb. Check Step 3 and make sure cookies and embedded content are allowed.

Does BombBomb work with Gmail on Firefox or Safari? No. Gmail integration is supported in Google Chrome only.

I reinstalled the extension but it's still not working. What next? Make sure Chrome itself is up to date — go to Chrome menu > Help > About Google Chrome to check.

 

Common Issues