Troubleshooting the Extension

Most extension issues have simple fixes. Here are solutions to common problems.

Login Problems#

"Invalid email or password"#

• Double-check your email spelling
• Try resetting your password at [outlier.app/forgot-password]
• Make sure you're using the email you signed up with

Login button doesn't respond#

1. Right-click the extension icon → "Remove from Chrome"
2. Reinstall from the Chrome Web Store
3. Try logging in again

Session expired#

If you're logged out unexpectedly:

1. Click the extension icon
2. Click "Sign In"
3. Enter your credentials

Sessions expire after extended inactivity for security.

Outlier Scores Not Showing#

Scores show "—" on videos#

This means we don't have enough data for that channel. Scores require:

• Channel has 10+ public videos
• Videos have measurable view counts
• Channel isn't brand new

No scores appear at all#

1. Refresh the YouTube page — Scores load after the page
2. Check if you're logged in — Click the extension icon to verify
3. Disable conflicting extensions — Ad blockers or other YouTube extensions can interfere
4. Clear extension cache — See "Clearing Cache" below

Scores take a long time to load#

• First visit to a channel may take 5-10 seconds
• Subsequent visits are faster (cached)
• Large channels (1000+ videos) take longer

Sync Not Working#

Bookmarks not appearing in dashboard#

1. Click the extension icon
2. Click the sync icon to force sync
3. Check your internet connection
4. Refresh your dashboard

Dashboard changes not in extension#

1. Open the extension popup
2. Click sync
3. If still missing, log out and log back in

"Sync failed" error#

• Check your internet connection
• Try again in a few minutes
• If persistent, clear cache and re-login

Clearing Cache and Re-authenticating#

This fixes most stubborn issues:

1. Click the extension icon
2. Click "Sign Out"
3. Go to chrome://extensions
4. Find Outlier and click "Remove"
5. Reinstall from Chrome Web Store
6. Log in fresh

Your cloud data (bookmarks, competitors) remains safe.

Extension Conflicts#

These extensions can cause issues:

• Ad blockers — May block API requests. Try whitelisting YouTube or Outlier domains
• Privacy extensions — May block cookies needed for login
• Other YouTube extensions — Can conflict with page modifications

To diagnose: Disable other extensions temporarily and test Outlier alone.

Performance Issues#

Extension slows down YouTube#

1. Check if you have many other extensions
2. Try disabling and re-enabling Outlier
3. Clear browser cache: chrome://settings/clearBrowserData

High memory usage#

• Normal: 50-100 MB
• If higher, try reinstalling the extension

Getting More Help#

If these steps don't resolve your issue:

1. Note the exact error message
2. Note what you were doing when it happened
3. Contact support at hello@outlier.so

Include your browser version (chrome://version) and any error messages.

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Related Articles

• Installing the Chrome Extension
• Syncing Data
• Using the Extension on YouTube