Troubleshooting the Eleos Browser Extension

Extension issues fall into two categories: the extension is visible but not working as expected, or the extension is not appearing at all. Follow the steps below based on what the user is experiencing.

Troubleshooting Flow

1. Identify whether the extension is visible or missing
2. If visible, clear cache and cookies first
3. Hard reload the page and retry the action
4. If missing, reinstall the extension from the Chrome Web Store
5. After reinstall, confirm the user is logged into the Eleos extension
6. If the issue remains, escalate to Eleos Support with screenshots

Extension Is Visible But Not Working

Stuck, stale, or looping extension behavior is most often resolved by clearing cached data.

Step 1: Clear browser cache and cookies (see Eleos | Browser Setup for Optimal Performance).

Step 2: Hard reload the browser page, then retry the workflow in the EHR.

• Windows: Ctrl + Shift + R or Ctrl + F5
• Mac: Cmd + Shift + R

Extension Is Not Appearing

If the Eleos sidebar or extension icon is missing entirely, the extension may need to be reinstalled.

Step 1: Reinstall the Eleos Health EHR Extension from the Chrome Web Store.

Step 2: Refresh the EHR page after reinstalling.

Step 3: Confirm the user is logged into the Eleos extension so the sidebar can load correctly.