Troubleshooting missing Hoxhunt button and errors in Gmail

Introduction

Before you continue, please check which Hoxhunt button you have in use by referring to this article: Identifying installed Hoxhunt button (add-in / add-on type)

If you are an Outlook user, please check out this article instead: Troubleshooting missing Hoxhunt button in Outlook

Once you have identified the Hoxhunt button you have in use, please proceed to the appropriate section below.

Google Workspace Add-on

Private Gmail Add-on

 

Google Workspace Add-on

Hoxhunt button is missing from my Gmail.com view

1. Locate the arrow in the bottom-right corner of your Gmail screen.

2. Click it to open the side panel.

Gmail.com_-_Show_side_panel.png

3. The Hoxhunt button should now be visible.

Gmail.com_-_Hoxhunt_button_location.png

 

Error: No subscription set. You have not been added to the Hoxhunt network.

Google_no_subscription_set_401.png

Potential root causes:

  • You don't yet have a user account in Hoxhunt
  • You have a duplicate user account in Hoxhunt
  • You have multiple email accounts in Gmail so we don't identify you properly.

Please contact Hoxhunt Support at support@hoxhunt.com and let us know your email addresses.

 

Error: Content can't be loaded. Try reloading the add-on.

Google_Workspace_add-on_Content_cant_be_loaded.png

This is a temporary issue. Please try any of the following and see if the issue gets resolved:

  • Log out of Gmail and log back in.
  • Clear your browsing cache.
  • Relaunch your web browser.

 

Private Gmail Add-on

Hoxhunt button is missing from my Gmail.com view

  1. Locate the arrow in the bottom-right corner of your Gmail screen.
  2. Click it to open the side panel. 

Gmail.com_-_Show_side_panel.png

3. The Hoxhunt button should now be visible.

Gmail.com_-_Hoxhunt_button_location.png

 

Error: Spam and suspicious messages can't be used for recommended content or actions. Try searching for messages in your inbox

NOTE: This error may occur for Google customers who receive Hoxhunt training emails via traditional SMTP delivery and IP allowlisting. As a proper solution, Hoxhunt recommends to switch to Gmail API delivery instead.

Private_Gmail_add-on_Email_email_too_suspicious_to_report.png

This error occurs when Google has already categorized the email as spam or suspicious. You may also see an orange or red warning banner on top of the email.

When the suspicious email is not one of Hoxhunt's training emails, please follow your company's guidelines how to report the email to your Security team.

If you spot the email to be one of Hoxhunt's training email, there's no way for you to report it to Hoxhunt. In case this happens, try the following:

  • Make sure the email is not in your Spam folder when you are reporting it.
  • Check the email's headers (source) and provide them to Hoxhunt Support (support@hoxhunt.com) along with a screenshot of the complete email view (including any banners and the error message).
  • Avoid using Gmail's native Report phishing and Report spam options, as you may report a Hoxhunt training email by mistake.

NOTE: Despite our best efforts, Google may sometimes disregard bypass rules made for Hoxhunt training emails. In our experience, the results vary even between employees within the same company.

Hoxhunt Support can re-send the training email to you in hopes it will then be reportable.

 

Error: Oh snap! Error [object Object]

Oh_snap_error_object_object.png

This error can occur in few scenarios when you are trying to report a Hoxhunt training email:

  • Your name and email address have changed, causing a duplicate user account to be created in Hoxhunt.
  • You are reporting a Hoxhunt training email that was originally sent to another user and then forwarded to you
  • You are reporting a Hoxhunt training email that has been removed by Hoxhunt 

Contact Hoxhunt Support for assistance at support@hoxhunt.com and refer to this KB article.

 

Error: Oh snap! Error Authentication failed

Private_Gmail_add-on_Error_Authentication_failed.jpg

This is a fairly rare error. If it occurs, it occurs every time when you try to use Hoxhunt.

We don't have a solution available at this time. Nevertheless, contact Hoxhunt Support at support@hoxhunt.com and refer to this KB article.

 

Questions or further issues?

If you need any additional help, please don't hesitate to reach out to Hoxhunt Support at support@hoxhunt.com 

Was this article helpful?

241 out of 304 found this helpful

Have more questions? Submit a request