How to troubleshoot a missing GMass button

If you suddenly find that the GMass button has disappeared from your Gmail interface, here are a few steps to take to resolve the issue:

  1. Make sure the GMass extension is enabled in Chrome. Go to chrome://extensions (copy/paste that into your address bar) and look for GMass in the list of extensions and make sure there’s a checkmark next to it, indicating that it’s enabled.

    Make sure GMass is enabled in your list of Chrome extensions.
  2. Check to see that the GMass icon shows to the right of the address bar in Chrome.

    Ensure the GMass icon shows to the right of the Chrome address bar.
  3. Try reloading Gmail again. Every time you reload Gmail, your browser will attempt to fetch the GMass buttons from our server. If there was a connection issue the last time you loaded Gmail, the buttons may not have loaded.
  4. Check for conflicting extensions. If the red GMass buttons appear to the right of the Gmail Search field, but the GMass button doesn’t appear when you Compose a new email, that’s a sign of a conflicting browser extension.
    Do you have a conflicting Chrome extension installed?

    Go to chrome://extensions and see what might be conflicting with GMass. You may have to conduct some trial and error by disabling one extension at a time, reloading Gmail, seeing if that fixes it, and if not, re-enable that one, and disable a different one, and repeat.

  5. If you use multiple Chrome identities, make sure the GMass extension is enabled for the particular Chrome identity you’re currently signed onto. In certain cases, we’ve seen that browsers that have “Extension sync” turned on have trouble, so try turning off “Extension sync”.
  6. If you’re located outside of the United States, ensure you are able to access these websites: www.gmass.co and www.inboxsdk.com. These are the two sites that Gmail accesses behind the scenes in order to display the GMass buttons.
  7. Sometimes the extension can become corrupted. Try a) removing the GMass extension entirely by going to chrome://extensions, and clicking the Trash icon next to GMass, b) reloading Gmail, c) re-installing the extension from our homepage, and then d) reloading Gmail again.
  8. If you’re technically inclined, open up the Chrome Developer Tools console, and monitor the activity under the Console and Network tabs as you load Gmail. Filter the Network log by the word “gmass”. The browser connects to the GMass server every time you reload Gmail. Determine if there are any errors while connecting to the GMass server.

    Chrome Developer Tools
    Use Chrome Developer Tools to determine what’s happening when Chrome connects to the GMass server.
  9. Check to see whether your network is using a proxy, by going to chrome://settings and going to Advanced settings. A proxy can interfere with GMass’s ability to function because the proxy isn’t granting the GMass Chrome extension the same privileges as the GMass server would. Opening the proxy settings will open a separate window that is different on Windows vs Apple machines.
    Chrome Proxy Settings
    Check to see if the browser is connecting directly to sites or using a proxy.

    In the example below, the browser is attempting to connect to the GMass server via a proxy, but the proxy is being blocked by the proxy’s CORS policy.

    GMass Proxy Issue
    An example where GMass fails due to a proxy server.

    If a proxy is interfering with GMass, try adding a proxy exception for GMass.

    Add a proxy exception for gmass.co. This example shows how you would do it on a Mac.

Still not fixed?

If these steps don’t resolve the issue, please contact our Support team and include:

  1. A screenshot of entire your Gmail interface, showing the search bar and a blank Compose window
  2. A screenshot of your extensions listing under chrome://extensions

If we still can’t determine the cause of the missing GMass buttons, we will schedule a remote screenshare session with you to resolve the issue live. We use GoToMyAssistant to conduct screenshare sessions.

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