Extension "®" is Missing, Not Working or Removed!

Select the issue you want to troubleshoot:

 Icon is missing altogether
 Icon looks like this
 Clicking icon displays pop-up error message
 Clicking configuration icon does not open configuration panel
      Unable to install the extension


"®" Missing - More Common Problems

  • Roadmap API not enabled. To fix, enable the API or ask your Roadmap account owner to do it.
  • Basecamp user is not a Roadmap user. Imported Basecamp users default to resources in Roadmap, meaning they can be assigned to tasks, but cannot log into Roadmap. To fix, migrate the person to Roadmap user status.
  • Extension is not connected to Roadmap. Expand the extension configuration panel. If you do not see the green "Let's get to work" button, you need to authenticate the extension with your Roadmap account. Go here and select which browser you're using.


"®" Missing - Less Common Problems

  • Extension automatically updated to newest version and the page needs to be refreshed. Once any page containing to-dos is refreshed, the icons should be visible for the remainder of your sessions. This appears to be limited to Safari.
  • Antivirus software flagged or quarantined a file during installation or subsequent update. Some antivirus software does not distinguish between "white hat" extension developers and "black hat" extension developers (i.e. hackers). To fix, "train" your antivirus software to not flag Roadmap extensions. Alternatively, disable the antivirus software, install / update the extension, and reenabled the antivirus software.
  • Extension domain is blocked or "blacklisted". Roadmap uses an extension framework from crossrider.com. Be sure crossrider.com is whitelisted.
  • Wrong Basecamp account or user login! Many people have access to multiple Basecamp accounts, or they have multiple logins to the same Basecamp account.

Read-Only User Privileges

If clicking this  displays pop-up error message (like below) your Roadmap user privileges are set to read-only, or set to read-only for just this project. To fix, contact your Roadmap account owner or admin about obtaining higher privileges.


Not Missing (But Doesn't Work!)

If you see this  either the project has never been synced with Roadmap, or it was connected at one time, but has since been disconnected. Go here to see how to connect Roadmap-only projects with Basecamp.

Extension Configuration Panel Will Not Open

If you click this   icon in your browser's navigation bar, but the configuration panel does not appear (see highlighted areas below):


  • Pop-up blocker is preventing the configuration panel from displaying. Disable the blocker, configure the browser extension, then re-enable the blocker. Just remember to disable the next time you need to adjust your settings!
  • Antivirus software flagged or quarantined a file during installation or subsequent update. Some antivirus software does not distinguish between "white hat" extension developers and "black hat" extension developers (i.e. hackers). To fix, "train" your antivirus software to not flag Roadmap extensions. Alternatively, disable the antivirus software, install / update the extension, and reenabled the antivirus software.
  • Extension domain is blocked or "blacklisted". Roadmap uses an extension framework from crossrider.com. Be sure crossrider.com is whitelisted.

Cannot Install the Extension

  • Antivirus software flagged or quarantined a file during installation or subsequent update. Some antivirus software does not distinguish between "white hat" extension developers and "black hat" extension developers (i.e. hackers). To fix, "train" your antivirus software to not flag Roadmap extensions. Alternatively, disable the antivirus software, install / update the extension, and reenabled the antivirus software.
  • Extension domain is blocked or "blacklisted". Roadmap uses an extension framework from crossrider.com. Be sure crossrider.com is whitelisted.

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