Troubleshooting

Not signed in / Login not working

Symptom: “Sign in” button appears, or you see a login screen.

Solutions:

Clear session and retry:
- Go to Profile tab in the sidepanel
- Click Logout
- Close the extension
- Open the extension again and click Sign in
- You should be redirected to sign in via hilalsoftware.tools
Check your Hilal account:
- Make sure you have an active Hilal account
- Verify you can log into hilalsoftware.tools normally
Clear browser cookies:
- Go to Chrome Settings → Privacy and security → Clear browsing data
- Select “Cookies and other site data”
- Clear data for hilalsoftware.tools
- Return to the extension and sign in again
Session expired:
- You may need to log back into hilalsoftware.tools in your browser
- Then return to the extension and try signing in

Symptom: You were logged in, but now see an empty sidepanel or “Sign in again” message.

Cause: Your Hilal session cookie expired (usually after a few days of inactivity).

Solution:

Click Login in the extension (or go to Profile tab and scroll down)
You’ll be taken to hilalsoftware.tools to re-authenticate
Once signed in on hilalsoftware.tools, return to the extension and you’ll be automatically signed in

Symptom: You’re on an Amazon product page, but the Product Analysis tab doesn’t show or the widget is blank.

Possible causes & solutions:

The widget only injects on Amazon product detail pages (e.g., amazon.com/dp/ASIN).

Check: The URL should contain /dp/ followed by an ASIN
Try: Search for a product on Amazon, click on a result, and check if the widget appears

Some older Amazon page layouts or regional versions may have different DOM structures.

Workaround: Try a different Amazon marketplace (e.g., amazon.co.uk instead of amazon.com)
Contact support: If the issue persists on multiple products, report it

The widget requires an active Hilal session.

The widget is designed for the 20 supported Amazon marketplaces. If you’re on a regional site not in the list, it may not work.

Supported regions: com, co.uk, de, fr, it, es, ca, com.au, co.jp, in, ae, nl, se, pl, com.mx, com.br, sg, eg, sa, com.tr
Try: Switch to a supported marketplace

Symptom: Error message when uploading a file or website.

Solutions:

File too large:
- Check file size limits in your plan (see Knowledge base for details)
- Try splitting large PDFs or documents into smaller files
Unsupported format:
- Supported: PDF, DOCX, DOC, TXT, and common document formats
- Try converting your file to PDF or TXT
Website indexing timeout:
- If adding a website times out, try a smaller section (e.g., specific /docs/ folder instead of entire site)
- Check that the website is publicly accessible
Storage quota exceeded:
- Check your plan’s knowledge base storage limit
- Delete old or unused documents to free space
- Upgrade your plan for more storage

Symptom: Pressing your configured shortcut doesn’t open the extension or Ask tab.

Solutions:

Check shortcut assignment:
- Go to Options → Keyboard shortcuts
- Verify your shortcut is saved
Conflict with other extensions:
- Another extension may be using the same keyboard shortcut
- Try a different shortcut combination (e.g., Ctrl+Shift+K instead of Ctrl+Shift+A)
Browser-level conflict:
- Some shortcuts are reserved by Chrome (e.g., Ctrl+L opens the address bar)
- Try a different modifier combination
Extension disabled:
- Check that the extension is enabled in Chrome Settings → Extensions

If you encounter an issue not covered above:

Gather details:
- Note the exact error message (if any)
- Record steps to reproduce the problem
- Note your browser version (Chrome menu → Help → About Google Chrome)
- Note the Amazon marketplace you were on
Contact Hilal support:
- Email: support@hilalsoftware.tools
- Include the details from step 1
- Attach a screenshot if helpful
Check your account:
- Verify your plan includes the feature you’re trying to use
- Some features may be limited by your subscription