I'm having some problems launching apps or using the SailPoint browser extension. What should I do?

Version 24

    If your browser extension isn't working properly or isn't signing you in to apps automatically, your options might depend on the browser you're using.

     

    NOTES:

     

    For more information, see:ca

    Repeated Prompts to Install the Browser Extension

     

    If you've installed the browser extension but you're still being prompted to install it, you have a few options. If you're using Internet Explorer, you need to restart the browser. For all other browsers, if you refresh the page, the prompt will stop appearing.

     

    Key Badge Issues

     

    If you are still seeing the key badge after you’ve entered your username and password for a given app, the following might apply:

     

    • The app might require strong authentication to sign in.
    • You might need to update or reinstall the browser extension.  See the section below about your browser for more information.

     

    Can't Launch an App

     

    You might be unable to launch apps for a number of reasons:

     

    • If you're using Firefox version 55 or greater, and your app credentials don't replay correctly, your browser extension might be out of date. Upgrade the SailPoint browser extension to version 1.90.9.3 or higher and refresh IdentityNow.

     

     

    • If any of the apps you see on your Launchpad display a banner similar to image on the right, you need to install the browser extension before you can launch it. Contact your administrator for assistance.

     

    What Happened to the URL I Was Using?

     

    To ensure that IdentityNow is always providing you with the most responsive, secure technology and experiences possible, we sometimes have to change the URL for an IdentityNow page. This might cause a bookmark to stop loading the page you were expecting. We recommend when this happens that you update your bookmarks to the new URL.

     

     

    My Browser is Asking to Automatically Sign In to Certain Sites

     

    If you see a prompt like the one below, it means that your administrator has configured the browser extension so that employees at your company can opt out of using SSO.

     

    The sites that show this prompt are apps you've already added to your IdentityNow Launchpad that you've successfully signed in to at least once.

     

    If you click Yes, you'll go to the IdentityNow Sign In page. After that this app and all other apps on your Launchpad will sign you automatically as long as you're signed in to IdentityNow.

     

    bx prompt for sign in.png

     

    Viewing, Enabling, Uninstalling, and Reinstalling Extensions

     

    If your browser extension isn't working properly or isn't signing you in to apps automatically, you might need to verify that you have the correct version or manually enable, update, or reinstall it.

     

    The process varies based on your browser:

     

    Chrome

     

    If your browser extension isn't working properly or isn't signing you in to apps automatically, you might need to manually enable, update, or reinstall it.

     

    To enable:

     

    1. Click on the Customize and control Google Chrome icon.

    2. Select More tools > Extensions.

    3. In the list of extensions that displays, select the Enable check box next to SailPoint.

     

    To update or reinstall:

     

    1. Click on the Customize and control Google Chrome icon.

    2. Select Tools > Extensions.

    3. In the list of extensions that displays, click the trashcan icon for SailPoint. The SailPoint extension is removed from the list.

    4. Open SailPoint and sign back in.

    5. Click an app. You will be prompted to install the browser extension.

     

    NOTES:

    • If you were unable to install the browser extension, you may need to temporarily disable your virus scanning software.
    • If your company does not allow employees to install software on their workstations, speak to your administrator for assistance with the browser extension.

     

    Firefox

     

    If your browser extension isn't working properly or isn't signing you in to apps automatically, you might need to manually enable, update, or reinstall it.

     

    To enable:

     

    1. Go to Firefox > Add-ons.

    2. In Extensions, click Enable for SailPoint.

    3. Click Restart now.

    4. Open SailPoint and sign back in.

     

    To update or reinstall:

     

    1. Go to Firefox > Add-ons.

    2. In Add-ons Manager, click Remove.

    3. Click Restart now.

    4. Open SailPoint and sign back in. If SailPoint is already open, refresh the page.

    5. Click an app. You will be prompted to install the browser extension.

     

    NOTES:

    • By default, Firefox checks for browser extension updates every 24 hours. If you need an update sooner, you might need to manually check for updates.
    • If you were unable to install the browser extension, you may need to temporarily disable your virus scanning software.
    • If your company does not allow employees to install software on their workstations, speak to your administrator for assistance with the browser extension.

     

    Internet Explorer

     

    If your browser extension isn't working properly or isn't signing you in to apps automatically, you might need to manually enable, update, or reinstall it.

     

    First make sure that third-party browser extensions are allowed on your browser:

     

    1. In the Tools menu, go to Internet options.

    2. Click the Advanced tab.

    3. Under Browsing, select the Enable third-party browser extensions* check box.

    4. Click OK.

     

    If this is configured correctly, you might need to manually enable, update, or reinstall it.

     

    To update or reinstall:

     

    In Internet Explorer, you’ll remove the browser extension the same way you would remove any other application on your computer:

     

    1.    In the Start menu, select Control Panel.

    2.    Click Programs and Features or, if using the Category view, click Uninstall a program.

    3.    Scroll to the SailPoint program.

    4.    Double-click to uninstall.

    5.    Click OK.

    6.    Open SailPoint and sign back in.

    7.    Click an app. You will be prompted to install the browser extension.

     

    If you're still having problems, reboot Windows and try again.

     

    NOTES:

    • If you were unable to install the browser extension, you may need to temporarily disable your virus scanning software.
    • If your company does not allow employees to install software on their workstations, speak to your administrator for assistance with the browser extension.

     

    I am using a supported IE browser version. Why am I seeing a message that my browser is not supported?

     

    If you are using a supported version of Internet Explorer but you're seeing an error message that the browser is not supported, the likely cause of this problem is that you have turned on Compatibility Mode. IdentityNow does not support this feature of Internet Explorer.

     

    Complete the following steps to turn Compatibility Mode off for IdentityNow:

     

    1. In Internet Explorer, go to Tools > Compatibility View Settings.

     

    2. In the list of websites you've added to Compatibility View, select your IdentityNow URL.

     

    3. Click Remove.

     

    4. Click Close.

     

    How can I move the IdentityNow icon to a different spot in the Internet Explorer toolbar

     

    You might want to move the SailPoint browser extension icon to a different place on your browser window so that it is easier for you to click or to order your icons.

     

    Prerequisite:

     

    • You must have at least one other toolbar visible.

     

    Complete the following steps:

     

    1. Right-click on the toolbar to clear the check mark from the Lock the toolbars menu item.unlock the toolbar.png

    2. Click and hold your left mouse button between the close ( x ) icon and the SailPoint icon to engage the correct cursor for moving. See the image on the right for reference.

    ie toolbar.png
    3. Drag the SailPoint toolbar to a new place and release the mouse button.bx moved.png

     

    Safari

     

    Safari might sometimes show the old browser version number after you upgrade it. This can be caused by manually updating the browser extension in Safari. To resolve this problem, you have to restart the browser to see the current version of the browser software.

     

    If your browser extension isn't working properly or isn't signing you in to apps automatically, you might need to manually enable, update, or reinstall it.

     

    To enable:

     

    1.    Go to Safari > Preferences.

    2.    Click Extensions

    3.    Select Enable SailPoint.

    4.    Close the dialog box.

     

    To update or reinstall:

     

    1.    Go to Safari > Preferences.

    2.    Click Extensions

    3.    Select the SailPoint browser extension.

    4.    Click Uninstall.

    5.    In the confirmation prompt, click Uninstall.

    6.    Open SailPoint and sign back in.

    7.    Click an app. You will be prompted to install the browser extension.

     

    NOTES:

    • If you were unable to install the browser extension, you may need to temporarily disable your virus scanning software.
    • If your company does not allow employees to install software on their workstations, speak to your administrator for assistance with the browser extension.