Troubleshooting

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Feed Not Updating / Sync Stuck

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Posts Not Appearing in Watchlist

• New keywords only track forward - When you add a keyword, OutX begins tracking from that moment onward. Previously published posts are not backfilled.
• Check excluded keywords - Make sure your excluded keywords are not accidentally filtering out the posts you want to see. A broad excluded keyword can block many relevant posts.
• Check keyword specificity - Very broad keywords may produce too much noise, while very specific keywords may not match many posts. Try adjusting your keyword combination.
• Allow time for fetching - Depending on your fetch frequency (4, 12, or 24 hours), it may take one full cycle before new posts appear.
• Check filters - If you have filters applied to your feed view (location, seniority, post type), try removing them to see if posts appear without filters.

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Sales Navigator Export Stuck at 0%

1. Verify your Sales Navigator subscription - An active LinkedIn Sales Navigator subscription is required. Open Sales Navigator directly in LinkedIn to confirm access.
2. Check the extension is running - The Chrome extension must be active during the export. Do not close Chrome.
3. Refresh the page - Sometimes the progress indicator needs a page refresh to update.
4. Try a smaller export - If exporting a large list, try a smaller selection first to verify the feature works.
5. Reinstall the extension - If the issue persists, uninstall and reinstall the OutX extension.

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Extension Not Syncing / Not Working

1. Disable and re-enable - Go to chrome://extensions, toggle OutX off, wait 5 seconds, toggle it back on
2. Clear browser cache - Settings > Privacy > Clear browsing data > Clear cache
3. Check Chrome version - Ensure Chrome is up to date (Menu > Help > About Google Chrome)
4. Reinstall the extension - Remove the extension and install it fresh from the Chrome Web Store
5. Check for conflicts - Other LinkedIn-related extensions may conflict with OutX. Try disabling other extensions temporarily
6. Try a clean Chrome profile - Create a new Chrome profile to rule out profile-level issues

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”Plugin Installation Required” API Error

{
  "error": "Plugin installation required: Please install the OutX browser extension on at least one team member's account to use the API. The plugin must have been active within the last 48 hours."
}

1. Have any team member open Chrome with the OutX extension installed
2. Make sure they are signed in to both OutX and LinkedIn
3. The extension will automatically register as active
4. Wait a few minutes and retry your API request

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Comments Posting Under Wrong Name

1. Check the engagement rule - Open the engagement rule and verify which LinkedIn account is selected under “Choose Account”
2. Verify active sessions - If multiple team members are connected, make sure the correct member’s extension is active
3. Check company page selection - If you selected a company page, comments will post as the company, not your personal profile
4. Reconnect if needed - Disable and re-enable the extension to refresh the LinkedIn session

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Auto-Engagement Not Working Reliably

• Extension must be running - Auto-engagement only works when Chrome is open with the extension active. It does not work when your browser is closed or computer is off.
• Check if the rule is activated - Open the engagement rule and confirm the toggle is set to Active.
• Check hourly limits - If you set a limit of 1 per hour, there will be at most 1 engagement action per hour. Lower limits mean less frequent activity.
• Check post filters - Advanced filters (intent, seniority, post type) may be limiting which posts qualify for engagement.
• Wait for new posts - Engagement only happens on new posts that match your watchlist criteria. If no new matching posts appear, no engagement occurs.

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Watchlist Not Showing Results

• Allow time - New watchlists start tracking from creation. Wait at least one full fetch cycle (based on your frequency setting) for results to appear.
• Check keyword specificity - Highly specific multi-word phrases may not match many LinkedIn posts. Try broader keywords or use “must also include” for combinations instead of one long phrase.
• Verify LinkedIn has matching content - Search for your keywords directly on LinkedIn to confirm posts exist with those terms.
• Check the extension - The extension must be running to fetch watchlist data.

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OTP Not Received During Signup

1. Check your spam/junk folder - OTP emails sometimes end up in spam
2. Wait 2-3 minutes - Delivery can sometimes be delayed
3. Click “Resend” - Use the resend option on the signup page
4. Try a different email - If using a corporate email, try a personal email address (some corporate filters block automated emails)
5. Contact support - Email support@outx.ai if the issue persists

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”Event Type Not Found” When Booking a Demo

1. Try the direct booking link: Book a Demo
2. If the link does not work, email support@outx.ai to schedule a demo directly

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Still Need Help?

• Email support: support@outx.ai - Include a description of the issue, any error messages, and screenshots if possible
• Live chat: Use the chat widget on outx.ai during business hours

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Frequently Asked Questions