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AgentID Docs

Integrations

Browser extension troubleshooting

Fix the most common problems with installing, connecting and using the AgentID browser extension.

Nothing happens when I send a prompt

  1. Open the popup and check that Enabled is on and the Status is healthy.
  2. Click Save & test connection. If it fails, check the System ID and API key (or the enrollment token and base URL).
  3. Reload the AI tab. Tabs opened before the extension was installed or updated are not protected until reloaded.
  4. Make sure the site is one of the protected apps. Other AI sites are only discovered.

The prompt is not sent

  • Blocked by policy: the extension shows the reason, for example personal information or a content policy. Change the prompt or the guardrails.
  • Fail-closed: with fail-closed protection, a prompt is not sent when AgentID cannot be reached or the check fails. Check the network and the popup status.
  • SSO required: sign in with Sign in with SSO in the popup.

The AI sees placeholders, but I expected my values back

Restoration is off by default. Enable Restore masked values for the end user (Beta) in Guardrails. The latest answer stays masked until it has been logged; it is restored a moment later.

Placeholders are not restored after a reload

Restoration mappings are stored per conversation in the browser for 30 days after last use. They are not shared between browsers or devices, and they are lost if the extension is removed. In those cases the placeholders remain.

The answer is missing in the activity log

The row shows Awaiting output while the answer is being captured and Output not captured if the extension could not read it, for example after an app changed its page layout. Check Adapter Health in the popup or on the Integration tab, and update the extension.

Fields in the popup are greyed out

Your IT department manages the extension through browser policy. Managed values cannot be edited in the popup.

A file was uploaded unprotected

Only supported types are replaced with a protected copy (PDF, DOCX, XLSX, XLSM, PPTX, PPTM, Markdown, images and text files such as TXT, CSV, JSON, LOG, XML, HTML, EML and RTF). Other formats, such as legacy DOC/XLS/PPT, OpenDocument and iWork files, EPUB, archives, audio and video, cannot be checked: a fail-close system does not upload them ("AgentID cannot check this file type"), a fail-open system uploads them with a warning and logs their type and size. At most four files are checked per upload; add the rest separately. Files added in ways the extension cannot intercept are not protected.

Updating a ZIP installation

Remove the old AgentID extension, unpack the new ZIP into a new folder, and use Load unpacked again. Then reload open AI tabs.