Troubleshoot the extension
Diagnose a Sorvek extension that is missing, not connected or blocked, using its window, the browser policies and the Sorvek console.
On this page
Start by clicking the Sorvek icon in the browser toolbar: the title of the window gives the extension's status. Then, chrome://policy (or edge://policy) shows what the browser received from your management tool, and the Installations table on the Settings > Browser extension page shows what Sorvek received from the device.
The extension does not appear in the browser
- In
chrome://policy, the installation policy must contain<extension ID>;https://clients2.google.com/service/update2/crx. If it is missing, the policy has not arrived: check the profile assignment and the device sync. - Edge, on a device that is not joined to an Active Directory domain, may refuse to force-install an extension that does not come from its Edge Add-ons store. Test Chrome on the same device to isolate the case.
- The browser must be supported (see the last section).
- Two Sorvek extensions in the same browser (Chrome Web Store listing and self-hosted package): remove the self-hosted entry from your policy.
What the extension window says
| Title | Cause | What to do |
|---|---|---|
| Not connected | Device without a managed configuration, never enrolled | The employee clicks Sign in with Microsoft, or you push the managed configuration |
| Setup required | On a managed device: the key is there, but enrollment failed | See the next section |
| Confirm your preferences | Device enrolled, choices not confirmed yet | The employee clicks Confirm my choices |
| Disconnected | Access removed, renewed or expired | Sign in again with Microsoft; if access was revoked, reauthorize the device (below) |
| Idle | No active feature: the employee declined everything, or your features are disabled | Check the extension policy, or the employee changes their choices |
| Collection paused | Your organization's active data source is disabled: Sorvek accepts submissions but stores nothing | Settings > Data sources, Re-enable button |
| Error, with "Last ping: … ago" | No contact with Sorvek for more than 10 minutes | Allow https://app.sorvek.com through the firewall or proxy |
| Identity to confirm | Device enrolled by the IT team: password checks are waiting for the Microsoft account to be confirmed | The employee clicks Confirm my identity |
Managed device: enrollment fails
- Open
chrome://policy. The extension's policy must showuser_emailanddeployment_key, under the ID of the installed extension (shown in the Sorvek console: Settings > Browser extension, Deployment section). The browser flags a value that does not match the schema as an error: thedeployment_keycontains only letters, digits,_and-. - Open
chrome://extensions, then the service worker link of Sorvek Discovery (it appears in developer mode). - In the console, look for
MDM bootstrap:
| Message | Cause | What to do |
|---|---|---|
install rejected by backend 401 |
Key refused, for example the old key after Regenerate | Download the script again and redeploy it |
install rejected by backend 404 |
Address unknown to the directory that Sorvek syncs | Fix the address, or check that the person is in the directory |
install rejected by backend 403 |
SaaS Discovery module inactive, organization archived, or installation revoked | Check the subscription; for a revocation, reauthorize the device |
MDM bootstrap skipped: installation revoked by an admin |
The device was revoked | Reauthorize the device, then remove its managed configuration and push it again |
The Microsoft sign-in is refused
| Message | Cause |
|---|---|
| "Sign-in refused. Your organization may not have an active subscription." | The Microsoft account does not belong to the Microsoft tenant linked to your Sorvek organization |
| "Sign-in refused. The Sorvek extension is not enabled for your organization." | SaaS Discovery module inactive |
| "Sign-in refused. Your administrator revoked the extension's access in this browser." | Installation revoked: reauthorize it |
| "Your Microsoft sign-in could not be verified." | Identity refused: the employee tries again |
| "Microsoft sign-in did not complete. Details: …" | The Microsoft window was closed or returned an error, named in the details |
| "Connection failed. Check your network and try again." | Network: allow https://app.sorvek.com and https://login.microsoftonline.com |
Reauthorize a revoked device
In the Installations table, the device's row has the Revoked status. Click Reauthorize, check Also reauthorize this device, then confirm: the installation moves to Expired and the device can enroll again. Without this box, only the person's other devices in this browser are unblocked.
Then, on an unmanaged device, the employee signs in again with Microsoft. On a managed device, the extension only retries enrollment after a change to its managed configuration: remove it, then push it again.
The other statuses in the table: Active (contact within the last 24 hours), Inactive (more than 24 hours) and No ping (no contact since enrollment).
Supported browsers
Chrome, Edge and other Chromium browsers, version 114 or later, through the Chrome Web Store listing. Sorvek does not distribute a version for Firefox or Safari.
If the problem persists, note the window title, the version shown at the bottom of the window and the message in the service worker console, then write to contact@sorvek.com.
Can’t find your answer?
Already a customer? The support bubble at the bottom of the app sends your question with its context. Otherwise, write to the Sorvek team.