Troubleshooting Article - Add to Playbooks Button Missing Or Other UI Elements Affected – Playbooks Support

Overview

This article explains how to correctly troubleshoot the issue where a user cannot see Playbooks buttons or other UI elements within their CRM or within their Chrome browser. Symptoms may include:

Salesforce CRM is connected, but “Add to Playbooks” button is missing from all records and list views in Salesforce
Playbooks button not populating in Dynamics CRM
After clicking 'View in Dynamics', Playbooks does not bring the record up in the CRM
Button to open Playbooks not appearing in CRM
“Add to Playbooks” button is missing from Dynamics CRM views
Skip button is missing from Plays and Play Steps in Playbooks extension
Next arrow does not go to the next record or advance the task bucket

Workflow

Instructions

Verify that the List View is not in Editable Grid mode

If you are using custom lists, it is possible you are seeing the List View in Editable Grid mode. The add to Playbooks button won’t work in this mode. The add to Playbooks button only works on the “Read-Only Grid”. You should see a “Show As” button near the top of the screen. If you click on that, you should have two options, one is an “Editable Grid” and the other a “Read-Only Grid”. Switching to the “Read-Only Grid” allows you to use the Add to Playbooks button.

Verify user has the same role and profile as other users who can see the button

It may be that the user who cannot see the "Add to Playbooks" button is missing some permissions granted by a profile or role within Salesforce. Ensure that the user in question has the same permissions as other users before moving on.

Install and enable the latest version of the extension

If the Playbooks extension is out of date or not at the latest version, then the user should try to install the latest version of the Playbooks extension from the Google Chrome extension store. See How to Install the Playbooks Extension in Regular and Managed Environments for more information on how to do this.

For regular environments, a quick way to check the status of the Playbooks extension is to go to the Chrome Web Store page for Playbooks.

If the button in the top right says "Add to Chrome", then you need to install the Playbooks extension. Click the button to install the Playbooks extension.
If you see a banner at the top that says "This item has been disabled in Chrome. Enable this item", then you need to enable the Playbooks extension. Click the "Enable this item" link to enable the Playbooks extension.

Alternatively, you can update the extension through the Extensions page in Chrome. Open the three-dot menu in the upper right corner, select "More tools" and then "Extensions", then enable the toggle for Developer Mode in the upper right corner. This should reveal an Update button in the upper left corner. See Next arrow does not go to the next record or advance the task bucket for more information.

Note: A lot of issues can be fixed by updating Playbooks to the latest version as fixes are constantly deployed. For example, there was a known issue where the Add To Playbooks button was missing from Dynamics CRM views. This issue was fixed in version 1.3070.2 and an upgrade to the latest version will allow you to see the Add to Playbooks button in your Dynamics views again.

Repair your corrupt extension

Check if your extension has become corrupt by looking for it in the Chrome extensions menu:

Open the Chrome menu by clicking the three dots in the upper right corner
Go to More tools > Extensions
Find the Playbooks extension
If you see a message saying "This extension may have been corrupted", then click Repair

Reload Playbooks extension

For UI elements that are missing from Playbooks or not clickable, right click anywhere in Playbooks and select Reload. This may make the elements reappear or become clickable again.

Restart Chrome browser

If reloading the Playbooks extension is not enough, then restarting Chrome is the next step to try. Closing and reopening Chrome should also restart the Playbooks extension.

Clear cache and cookies

Clear cache & cookies and Site Data in Chrome, which should allow Playbooks to request any missing permissions.

Try signing out and back into Playbooks

There may be some error with the user's environment. Signing out and back into Playbooks should make sure that there is nothing wrong with the Playbooks extension requesting access to the user's account.

Try signing out and back into your CRM

Likewise, there may be some error with the user's CRM. Signing out and back into their CRM should make sure that there is nothing wrong with their CRM access. See The Add to Playbooks Button is Missing in Dynamics CRM for more details.

Try Reconnecting Playbooks to your CRM

Try disconnecting Playbooks from your CRM and reconnecting it again.

Ensure email is connected

The user's email may be disconnected, in which case, it should be connected before proceeding. Follow the steps in Agent Email Setup if you need help with this.

Check your Site Access settings for the Playbooks extension

If your Site Access settings are configured such that the Playbooks extension does not have access to Salesforce sites, then you will need to enable site access for the Playbooks extension at minimum for Salesforce sites. See Add to Playbooks Button is Missing for more information on how to verify this.

<supportagent> If the Add to Playbooks button is still missing, there may be an issue on the backend - try reproducing it in the test environment or check if the same problem was reported by other customers and escalate the case to the SaaS team.

</supportagent>

Verify that you are logged into Playbooks

Review the steps in Logging into Playbooks to ensure that you are logged into Playbooks.

Wait for an outage to be resolved

Check the Playbooks Status Page to confirm if there is an ongoing outage. Wait for the outage to be resolved and check again.

Check the Playbooks Outages chat, existing Jira tickets, and tickets submitted by other customers to see if there is an ongoing outage. If no one has reported an outage, check the Playbooks Status page and try to replicate the issue by impersonating the user. If there is an outage, create a SaaS Incident as described in the Playbooks Sev-1 Handling article.

</supportagent>