This article outlines the steps you can take to troubleshoot Session Buddy in case you’re experiencing a technical problem.

1.  Restart Chrome

Make sure to shut down Chrome completely.

On Windows: after closing all Chrome windows, check the tool tray for the Chrome icon. If it is present, right-click it and click Exit.

On macOS: shut down Chrome by pressing Command+Q. Check the Dock for the Chrome icon. If present, right-click it and click Quit if this menu item is available.

If the problem persists after starting Chrome again, try step 2.

2.  Reinstall Session Buddy

Make sure to back up your Session Buddy data before reinstalling so that you can restore it into the new installation.

If you are able to access Session Buddy, see:
How to Back Up and Restore Session Buddy Data.

If you are NOT able to access Session Buddy, check out the
Advanced Backup and Restore Instructions.

Once you’ve backed up your data, uninstall Session Buddy and completely shut down and restart Chrome (see step 1 above).

After restarting Chrome, reinstall Session Buddy from the Chrome Web Store.

If you are then able to open Session Buddy without issue, proceed to restore your data according to the instructions linked above corresponding to the type of backup you performed.

If this step does not solve the problem, proceed to step 3.

3.  Contact

When contacting support, please provide as much detail as possible about the trouble you’re having. The more information you provide, the better we can help resolve the problem.

Some helpful information to include:

  • What steps lead to the failure? Try to be as specific as possible.
  • What are you expecting to happen and what is happening instead?
  • Can the observed failure be reliably reproduced?
  • When did the trouble start? (eg, after a recent update? after a recent crash?)
  • What error messages are displayed by Session Buddy?
  • What error messages are displayed in the console? See: accessing Session Buddy’s console.
  • What steps have you taken in an effort to correct the problem?
  • Are you synching Chrome extensions or bookmarks through Google?

Additionally helpful items to attach:

  • A screenshot or screencast demonstrating the problem

This should include views of the console and Session Buddy’s settings dialog, if possible.

  • The Session Buddy local user data folder

This is the folder where sessions and user settings are stored. You do not need to submit this when you first contact support, but we may ask for it to help us troubleshoot if the problem is suspected to be data-related. Refer to the following link for information on locating the user data folder.