Expert - Platinum

Problem with Chrome - have you tried these steps first?

Below is a list of the top troubleshooting steps you can take to resolve an issue you may be having with Google Chrome. Generally, the steps are in order of importance.

1. Check that you have the latest version of Chrome. 

Go to the Chrome Menu (top right of the browser window) > Help and about > About Google Chrome and allow Chrome to update. If not, you can update Chrome manually by downloading it from http://google.com/chrome.

2. Check that you have the latest updates and recommended drivers for your computer. Instructions on how to do this depend on your operating system:


Step One

·         8/8.1/10: Press the Windows key + X and select Control Panel. Select Windows Update.

·         7: Select Start and type Update. Select Windows Update.

·         Vista: Select Start > All Programs > Windows Update.

·         XP: Visit the Windows Update website to download and install Windows updates.

Step Two

In the left pane, click Check for updates. If any updates are found, click Install updates.

The Windows Update service is not the only way to install Windows updates. Updates to Windows can also be downloaded individually from Microsoft Download Center and then installed manually.

Mac OS X: Update software via the Mac App Store in OS X Mountain Lion, Mavericks and Yosemite or via the Software Update app in OS X Lion, Mac OS X v10.6, or earlier.

Linux: Instructions depend on your distribution of Linux.

·         Ubuntu/Fedora

In general though, you can run the following two commands in terminal:

·         apt-get update

·         apt-get upgrade

Chrome OS (Chromebook): You can check if updates are available at any time: Click the status area in the lower-right corner, where your account picture appears, select Settings and then click on Help on the left.

3. Try clearing your cache and cookies, to see if they are causing the issue. Go to the Chrome Menu > More Tools > Clear browsing data. In the dialog that appears, select the checkboxes for:

·        Browsing history

·         Download history

·         Cookies and other site and plug-in data

·         Cached images and files

·         Hosted app data

Ensure that you select from the beginning of time from the drop-down at the top. You can also opt to clear saved passwords, saved auto-fill form data and content licenses if you believe these may be contributing to the issue.

4. Check that an extension or theme is not causing the issue. If you don’t have any extensions installed and have not installed a theme you can skip this step.

See if the issue still happens when you browse in Incognito mode. If not, that suggests one of your extensions is causing the issue -- temporarily disable your extensions to work out which one is causing the issue:

  1. Click the Chrome menu icon on the browser toolbar

  2. Select More Tools > Extensions

  3. To turn off an extension, untick Enabled for that extension

Disable all of your extensions by deselecting the “Enable” checkbox next to them. Now re-enable them one by one. This will help you to identify if an extension is causing the issue.

If you find that an extension is causing an issue, please report it to the developer by clicking the Visit website link underneath the extension. This will take you to the Chrome Web Store page for the extension, where you can select the Details tab and click the Support icon to the right.

To reset your browser theme, go to the Chrome Menu > Settings. In the Appearance section, select Reset to default theme.

5. Certain issues may be caused by a corrupt browsing profile. Try creating a new one.

Note that if you previously signed in to Chrome, you can retrieve your bookmarks by simply signing in to Chrome again

However if you had not previously signed in to Chrome, to transfer your old bookmarks, copy the "Bookmarks.bak" file from the "Backup default" folder to your new "Default" folder. Once moved, rename the file from "Bookmarks.bak" to "Bookmarks" to complete the migration.

6. Check that your computer has not been infected with a virus or malware. Instructions on how to do this depend on your operating system:

Windows: Download and install the Chrome Cleanup Tool. You can also try Malwarebytes and Spybot Search & Destroy. For particularly troublesome malware, the Malwarebytes forums are an excellent resource.

Important! Ensure that this is in addition to your standard anti-virus protection. Reputable solutions include MSE, AVG, avast! and if you want a paid product, Kaspersky and Bitdefender are the two highest-ranked solutions at AV-Comparatives, while, Norton, F-Secure, and G Data also get high marks from AV-Test.org.

Mac: Reputable solutions include avast! and Sophos.

Linux: Reputable solutions include AVG and ClamAV.

For more security tips and resources, visit the Good to Know campaign.


These are a few useful resources for the most common issues. For more detailed information, visit the Chrome Help Center.

For issues with your Chromebook, visit the Chromebook Help Center and Chromebook Central Help Forum.

For issues with your Chromecast, visit the Chromecast Help Center and Chromecast Help Forum.

For issues with Chrome on iOS, learn about known issues for Chrome on iOS.

What now?

If you have tried all the above steps and none have resolved your issue:

1. Search the forum for your issue - if you find a relevant thread that's already started, you can add your specific details and might even find an answer to your question!

2. Post a question - if you cannot find a relevant thread regarding your issue. Please ensure that you clearly explain your problem and give specific details to help us troubleshoot.

Hope this helps!

- David

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Google user
Google user
Windows 7 updated, now facebook will not load photos ??????
Expert - Platinum

The first thing I would suggest is clearing your cache and cookies. If the issue persists, try the steps in this Facebook troubleshooter.

What I’m trying to do is sync Google Chrome on my home and office computers. However, I am having a major issue with editing my "passphrase." I click on the “Chrome customize and control” icon to view the Sync error message that reads "update sync passphrase" (I don’t have a passphrase, but I do have a password!!). When I click on that message, it takes me to a window where I have to input my non-existent passphrase. The message says "You already have data that is encrypted using a different version of your Google account password. Please enter it below." I do NOT have a different version of my Google account password. I try entering the password and nothing happens. If I go to the Google Dashboard, it says "your account seems to be empty (I emptied it last night by clicking Stop and Clear in the dashboard). To start using sync, log in to your chrome browser." Well, I can't sign in because I keep getting the error message above. Furthermore, I’m already signed in because I can see my email address at the top right corner of the screen. So, I'm basically in a continuous loop that takes me nowhere. I have wasted too many hours on this, and I'm about to give up on Google Chrome. Please tell me how to change my passphrase (I don't even have a passphrase!!).
Expert - Platinum

That is true. I've updated the plugins section to mention if applicable.

Expert - Platinum

Please can you post your issue in a new thread and share the link with me? 

Expert - Google Employee
Sarah Dee
Thanks again David for creating this troubleshooter!
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