Browser extension
Extension troubleshooting
Fixes for a missing key button, logins that do not fill, prompts that do not appear and being signed out.
| Problem | What to try |
|---|---|
| No green key appears in a sign-in box | Reload the page. The key appears when you click into a username or password box. It does not appear on GrailVault's own pages, inside embedded frames, or on pages the browser blocks extensions from (such as the browser's settings pages and its web store). |
| The list says "Locked" | You are signed out of the extension. Click the toolbar icon and sign in. You are signed out when you choose Lock, close the browser, sign the extension out elsewhere, or after seven days. |
| "This page is not secure" | The page's address does not start with https, so GrailVault will not fill a password there. Check the address, and use the website's secure version. |
| "No saved login for this site yet" | No login is saved for this website. A login is offered on the site it was saved for and its subdomains, so check the Website field of the saved login in GrailVault. Use Edit to correct it. |
| The wrong site's login is missing | The website field of that login may be empty or for a different address. Edit the login in GrailVault and set the website. |
| No "Save password?" prompt | A failed sign-in does not offer to save. Also check that you did not choose Never for this site, that you are signed in to the extension, and that the page you land on uses https. Forms inside embedded frames are not detected. |
| "Could not save" | Check you are signed in. If your free trial has ended and you have no plan, your vault is read-only; see Plan and billing. |
| A prompt says "Sign in to GrailVault to save your password" | The extension was locked when you signed in to the site. Sign in to the extension, then sign in to the site again to get the prompt. |
| "You were signed out. Sign in again." | The extension's sign-in ended: it was signed out from Settings, Where you're signed in, or it expired. Sign in again with your master password. |
| Nothing works in a private window | Browsers switch extensions off in private windows by default. Allow GrailVault there in your browser's extension settings. |
| A login I saved does not appear in the website | Return to the GrailVault tab (it refreshes when you do), or reload it. |
| Firefox does not fill | The Firefox build is new and untested. Open the add-on's permissions and allow it to access all websites. |
Still stuck? See the FAQ, or contact us using the details on our website.