If you’re not seeing the ExtendSync panel in Gmail or the Chrome extension seems missing, use this troubleshooting guide to quickly identify and resolve the issue.
Before You Begin
Make sure:
You’re using Google Chrome (ExtendSync does not run in other browsers)
You’re signed into Chrome with your work Google Workspace account
Your NetSuite and Google emails match exactly
Common Reasons the Extension Does Not Appear
🔵 The extension isn’t installed
What to check
Go to:
chrome://extensions/
Search for:
ExtendSync for NetSuite or CloudExtend.
How to fix
If it’s missing:
Install it from the Chrome Web Store:
📘 Install & Log In Guide
Or check whether your IT Admin requires force installation.
🔵 You’re logged into Chrome with multiple Google accounts
Chrome may hide extensions when multiple accounts are signed in.
How to check
Click your profile picture (top-right of Chrome).
If you see more than one profile:
💡 Switch to the one with your corporate Google Workspace account.
How to fix
Click your work profile
Open Gmail
Refresh the inbox
The ExtendSync panel should appear.
🔵 Chrome is blocking extensions for your organization
Some IT teams restrict which extensions users can install.
How to check
On the Extensions page, you may see:
“Blocked by admin”
“This extension is not allowed”
How to fix
Contact your IT team and ask if:
✔ The ExtendSync extension is being force-installed
✔ The extension is allowed for your organizational unitAdmins can fix this using:
📘 Force Install the ExtendSync Chrome Extension
🔵 The extension is installed but disabled
Chrome may disable extensions after updates or profile changes.
How to check
Go to:
chrome://extensions/
Look for a toggle under the ExtendSync extension.
How to fix
Turn the toggle ON
Refresh Gmail.
🔵 Your Google Workspace email does not match your NetSuite email
ExtendSync requires email matching to authenticate properly.
How to check
Ask your admin to verify:
NetSuite Employee Email = your Google Workspace email
No aliases are being used
How to fix
Your admin should update the NetSuite employee record if needed.
📘 Users whose Gmail address is different than NetSuite or your org has multiple domains
🔵 The extension needs to be updated or refreshed
Sometimes Chrome doesn’t load new extensions right away.
How to fix
Try the following:Refresh Gmail
Close and reopen Chrome
Restart your computer
Go to:
chrome://extensions/→ click Update (top-right)
Still not seeing ExtendSync?
Reach out to your admin or our support team.
💬 Chat with us at support.cloudextend.io (bottom-right widget)
📧 Email cloudextend-support@celigo.com
Include screenshots of:
chrome://extensions/pageYour Gmail page (right sidebar)
Any error messages
We’re here to help you get up and running quickly.