Troubleshoot Extension Issues

Steps to provide Keeper Support with Browser Extension debug information.

Check for Extension Updates (Chrome)

To experience the latest KeeperFill updates and features, you want to make sure you running the latest version of the Keeper Browser Extension. To update KeeperFill, follow the steps below:

1. In your browser's search bar, navigate to chrome://extensions.

2. In the upper right corner, toggle "Developer mode" on.

3. In the list of your current browser extensions, locate the "Keeper Password Manager & Digital Vault" extension and click Details.

4. In the upper left corner, click Update.

Check for Extension Updates (Firefox)

To update KeeperFill in Firefox, follow the steps below:

1. In your browser's search bar, navigate to about:addons.

2. In the upper right corner, click the gear icon and select "Check for Updates"

3. Ensure that Keeper is updated to the latest version.

Capturing Error Messages (Chrome)

If you are experiencing an error, it is helpful to provide Keeper support with any console errors that might be occurring. To capture the errors, follow the steps below.

• In your browser's search bar, navigate to chrome://extensions.

• In the upper right corner, toggle "Developer mode" on.

• In the list of your current browser extensions, locate the "Keeper Password Manager & Digital Vault" extension and click on "background.html"

• Click on the "Console" tab. Check for any errors in red. Take a screenshot of any error messages and send them to support.

Site Not Working with Browser Extension

If you encounter a website that does not appear to be working with the Keeper Browser Extension, our Support Team is here to help. We kindly ask that you provide adequate information to allow us to reproduce and resolve the issue.

Please contact the Browser Extension team at [e-mail] and provide the following information:

1. Browser version

2. Operating system type and version

3. Website information

4. Additional debugging data (*)

(*) To capture the debugging data follow the steps below:

Capture Autofill Errors for Chrome, Firefox, Edge

1. Right click on the login or password field you are attempting to autofill.

2. Right-click and select "Inspect"

3. A secondary window will appear within the right side of your screen and the applicable elements will be highlighted.

4. Use the snipping tool or screen capture tool/shortcut on your computer to capture the following images (combined or single screenshots):

   • The login page of the website.

   • The inspection window (being sure to include the portion of the inspection window that contains the highlighted elements).

   • The full website URL (found in the search bar at the top of your browser).

5. Along with your account type (e.g. enterprise, business, personal, etc.), email screenshot(s) to: [e-mail] and someone from our Support Team will be in touch with you.

Combined Screenshot of Login Screen, Inspection Window, and Website URL

Conflicting Extensions

Sometimes, other browser extensions or software installed on the computer can conflict with Keeper. Common examples are products which filter web content, block popups or perform any sort of website traffic manipulation.

If you are experiencing a strange issue with your KeeperFill browser extension, we recommend turning off all of your other 3rd party extensions to determine if there is a conflict. If you find a conflict, please provide this information to Keeper support.

Troubleshooting Video

This video explains how to capture errors from the KeeperFill extension when working with the support team.