Troubleshoot Extension Issues

Steps to provide Keeper Support with Browser Extension debug information.

Autofill Issues

See the Reporting Autofill Issues page to request a fix for a website that isn't filling properly. Our team can process fixes on the same day.

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.

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.

Resetting the Chrome Extension

If you are unable to login to the KeeperFill Chrome extension, a reset of the extension may be required. To reset your KeeperFill Chrome extension, follow the below steps:

• Open Chrome and select Chrome > Settings > Extensions

• From the Keeper extension, select Details > Extension Options

• Click on "Clear All Storage"

• Restart Chrome

Resetting the Safari Extension

If you are unable to login to the KeeperFill Safari extension, a reset of the extension may be required. To reset your KeeperFill Safari extension, follow the below steps:

• Open Safari and select Safari > Settings

• From the Keeper extension, select Settings

• Click on "Clear All Storage"

• Restart Safari