GateKeeper Password Manager Troubleshooting.
*You must log in to your computer with your GateKeeper token (not your Windows password) for the Chrome web Password Manager to work.
Please read below for your specific situation regarding the GateKeeper password manager extension.
Situation 1: Extension is not enabled.
If you logged into your computer using your GateKeeper™ token and the Chrome extension is still not working or were disconnected, please restart the Chrome extension. If you recently updated your GateKeeper Client software, your Chrome extension may need to be restarted.
1. Click the option drop-down (three dots) on the upper-right corner of the Chrome browser.
2. Scroll down to "More tools", then click "Extensions".
3. Find the GateKeeper extension and toggle on the blue switch in the lower-right corner.
Situation 2: Extension is not installed.
If the GateKeeper Proximity icon does not show up on your Chrome browser's task bar in the top right corner, you may have to install the Chrome extension manually.
- Open Chrome web link:
- Click Install to add the GateKeeper Chrome extension to your browser.
Situation 3: Extension is on but website is not auto-filling my password.
The GateKeeper Proximity icon may not even show up in the username and password fields on websites. If your GateKeeper password manager is working on some website but not others, it may be because you are saving passwords for that website in Google Chrome as well as GateKeeper. Or you may be using another password manager that is conflicting with GateKeeper:
Please remove any saved passwords for Chrome and disable any other password manager that may be competing to auto-fill your passwords.
If the GateKeeper icon does appear in username and password fields, but does not auto-fill, it is because you have multiple passwords and usernames saved for that particular website. You will see the number of credentials available for that website:
Simply click the GateKeeper icon in the username or password field and select the one you would like to use.
*If you wish to have GateKeeper instantly auto-fill your password as soon as you visit that site, you must remove any other usernames or passwords for that website and keep only one for auto-fill to work.
Situation 4: New passwords and usernames are not being saved.
For enterprise users, please ensure that you are connected to your GateKeeper Hub server. You must be connected to the server (Hub) for new usernames and passwords to be added to your account. To check this, open your GateKeeper Chrome extension and look for "Connected" in green at the bottom:
Situation 5: Username is not showing up, but password is.
It is possible that certain websites have restrictions for auto-filling usernames. If that is the case, then GateKeeper Chrome Extension will not be able to automatically fill in the username. In such cases, you can copy the username by opening the extension and searching for the website in your saved credentials. Please report these websites to firstname.lastname@example.org so that our team can investigate and make adjustments to the GateKeeper Chrome or Firefox Extension as required.
For any additional questions or concerns regarding GateKeeper™, proximity settings, computer locking, credential management, or compliance, please contact GateKeeper Enterprise support using the Support Ticket form on https://gkaccess.com/support/.
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