Chrome extension not logging my Instagram or LinkedIn activity: how to fix it
Updated
Quick answer
When the Chrome extension isn't logging your activity, the most common causes are: you aren't signed in to the extension, no client is selected under logging for, the extension is paused, or you used the phone app. Check the LUME icon, switch the extension on, pick the client and repeat the action on your computer.
The LUME Hub · Social Selling extension logs what you do on Instagram and LinkedIn to the Hub automatically. When a like, comment or message doesn't show up on the lead, it's almost always one of these causes, listed from most to least common. The extension usually tells you what's missing with a notice in the corner of the page. Its messages are in Portuguese; the English meaning is given next to each one.
You aren't signed in to the extension
If you see "Entre na extensão para registrar" (sign in to the extension to log), the extension is installed but not signed in.
- Click the LUME icon next to the address bar.
- Sign in with the same LUME Hub email and password and click Entrar (sign in).
Can't find the icon? Click Chrome's puzzle-piece icon and pin the LUME icon.
No client is selected
If you see "Escolha o cliente na extensão" (choose the client in the extension), your account has access to more than one client and the extension doesn't know where to log.
- Open the LUME icon and choose the client under "Registrando para" (logging for).
- Change it whenever you switch clients. Every log goes to the selected client's Social Selling, so the wrong client means the lead shows up in the wrong account.
The extension is paused
In the LUME icon, the status must say Ligada (on). While it says Pausada (paused), nothing is logged. Switch it back on and repeat the action.
You used your phone or another browser
The extension only works in Chrome on a computer, on instagram.com and linkedin.com. Anything you do in the Instagram or LinkedIn mobile apps doesn't go through it. In that case, log the touch by hand on the lead.
Your account doesn't include Social Selling
If the icon says "Sua conta não tem o Social Selling liberado em nenhum cliente" (your account doesn't have Social Selling enabled for any client), your access doesn't include RADAR. Talk to whoever manages your company's Hub, or check plans in the Account and billing section.
Your internet dropped
With the notice "Sem conexão agora. Vai para o Hub assim que voltar." (no connection right now; it'll go to the Hub when you're back online), the log was saved. The LUME icon shows how many logs are waiting, and they upload by themselves when the connection returns.
The extension couldn't identify the profile
"Não identifiquei o perfil" (I couldn't identify the profile) means the extension couldn't read whose post or conversation it was, and nothing was logged. This can happen on less common Instagram or LinkedIn screens. Log it from the Hub, on the lead.
None of this helped
Use the extension's built-in diagnostics:
- In the LUME icon, open "Alguma ação não foi registrada?" (an action wasn't logged?) and switch diagnostics on.
- Repeat the action on Instagram or LinkedIn.
- Click Copiar diagnóstico (copy diagnostics) and paste it into your conversation with LUME support.
To reinstall from scratch, follow how to install the social selling Chrome extension. To log touches by hand in the meantime, see how to do social selling on Instagram with RADAR.
Frequently asked questions
I lost my internet connection. Did I lose my logs?
No. The extension keeps what you did and sends it to the Hub once the connection is back. The LUME icon shows how many logs are waiting to reach the Hub.
The extension buttons show up twice. Why?
Two copies are installed: the Chrome Web Store one and an old one from the .zip file. Open chrome://extensions and remove the old copy. Your logs won't be duplicated.
Can I log by hand what the extension missed?
Yes. Open the lead in Social Selling and use the touch buttons (followed, like, comment, story reaction) or the Follow-up button.
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