Denoxster Posted October 13, 2022 Report Share Posted October 13, 2022 I have been having this issue for some times now. When Enpass extension icon on Chrome is clicked, it flashes and nothing opens up, it works again after computer restarted then it stopped working again, sometimes closing Chrome will get extension working again. When this happened, I noticed auto save window pop up it looks big, display in low resolution and I cannot see save button. Sample picture is uploaded. I have uninstalled/reinstalled extension as well as Enpass application, uninstalled/installed Chrome without any success. This also happening after I change a new computer. Any idea how to solve this issue? Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted October 14, 2022 Report Share Posted October 14, 2022 Hi @Denoxster To get this concern thoroughly investigated, please share the below details with me - The version of the Enpass app, OS, Enpass Extension and Chrome browser you are using. Are you facing this issue on multiple browsers? Link to comment Share on other sites More sharing options...
Denoxster Posted October 14, 2022 Author Report Share Posted October 14, 2022 The version of the Enpass app, OS, Enpass Extension and Chrome browser you are using. Chrome Version 106.0.5249.103, extension ver. 6.8.0, Enpass ver 6.8.3. Are you facing this issue on multiple browsers? I am exclusively using Chrome, this happened on both work and personal computer. Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted October 17, 2022 Report Share Posted October 17, 2022 Hi @Denoxster Thank you for sharing the details. Kindly share the version of the OS you are using as well so we may proceed further with the investigation. Link to comment Share on other sites More sharing options...
srouleau Posted April 10, 2023 Report Share Posted April 10, 2023 I get this same behavior on Windows 11 (x64) running Firefox. I do not use any other browser. I have yet to get this problem running on Linux. When this happens, I need to launch enpass from the start menu to get to it. I cannot make it appear from the tray icons. Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted April 11, 2023 Report Share Posted April 11, 2023 Hi @srouleau For troubleshooting purposes, please follow the below steps - Ensure that the latest version of Enpass is installed on your device and that the Enpass application is running in the background when using the browser extension. In addition, the “ Enable Extensions ” under the Browser settings of your Enpass application should also be enabled. I would also suggest checking that you have the latest version of browser installed , re-configuring the extension, and reinstalling it from here. Try clearing the cache and cookies of the browser. Ensure that you have allowed access to Enpass in your Antivirus/Firewall/VPN settings. Also try disabling them to see if the issue persists. If the issue persists, please share the below details - The version of the Enpass app, Enpass Extension and browser you are using. A short video showing this issue would be helpful. You can share the video with us at support@enpass.io and mention this forum. Link to comment Share on other sites More sharing options...
srouleau Posted May 12, 2023 Report Share Posted May 12, 2023 Hello Abhishek, When this problem occurs, I cannot even launch enpass from the tray icons, so I do not believe step 3 (cache and cookies) is related. To view enpass again when this happens, I need to launch it from the Start menu. I am running 6.8.6 of enpass, the latest Firefox (but, again, I can't even launch it from the tray icons...) Sorry it took me so long to reply, I forgot to check back. Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted May 15, 2023 Report Share Posted May 15, 2023 Hi @srouleau Thank you for sharing the details. Could you please share the exact version of the browser and Enpass Extension you are using along with a short video showing this issue? That way, we will try to reproduce the issue on a similar environment. Link to comment Share on other sites More sharing options...
srouleau Posted May 22, 2023 Report Share Posted May 22, 2023 Next time it happens I'll try to do a screen recording and get you the version numbers... Link to comment Share on other sites More sharing options...
srouleau Posted May 30, 2023 Report Share Posted May 30, 2023 I got the screen recording, which I will email to you. The video shows 3 ways in which Enpass does not pop up: 1) Using the left-click, password manager method 2) Using the right-click, contextual menu method 3) Using the tray icon (thus completely bypassing the browser as far as I know) I'm using Firefox x64 113.0.2 on Windows 11. Enpass extension is 6.8.3 Enpass is 6.8.6 (1360) I had to kill enpass completely because even launching it from the Start menu would not bring up the window (something which has always worked in the past). Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted May 31, 2023 Report Share Posted May 31, 2023 Hi @srouleau Thank you for sharing the screen recording with us. While we are looking into this concern for you, could you please also confirm if you are using any Antivirus/Firewall/VPN software as it could be interfering in the working of the Enpass app and Extension. Link to comment Share on other sites More sharing options...
srouleau Posted May 31, 2023 Report Share Posted May 31, 2023 Microsoft Defender (yay), and also Harmony Checkpoint, which I cannot remove due to our corporate policy. No VPN or firewall. Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted June 1, 2023 Report Share Posted June 1, 2023 Hi @srouleau I appreciate you taking the time and sharing all the details with me. I'm discussing this case with our dedicated team and will get back to you soon with an update. Thank you for your patience in the meantime. #SI-3369 Link to comment Share on other sites More sharing options...
srouleau Posted June 1, 2023 Report Share Posted June 1, 2023 No problem, thanks for taking the time to investigate. The hard part about this bug is that it is not constant. I will have Enpass work properly for a while, then it'll start flickering and I need to either reboot Windows or kill Enpass for it to work again. Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted June 2, 2023 Report Share Posted June 2, 2023 Hi @srouleau I can certainly understand your disappointment in this matter and apologize for any inconvenience caused. While we are looking into this concern for you, could you please enable the dock mode for Enpass assistant from the Enpass General setting page and check if you are still facing this concern? If yes, then kindly share the total number of Vaults and Items you have saved in your Enpass app. Your cooperation in this matter is appreciated. Link to comment Share on other sites More sharing options...
srouleau Posted June 3, 2023 Report Share Posted June 3, 2023 Hello, I'll try dock mode next week. I have a single vault (synced over Google Drive), with 388 entries in total. 1 Link to comment Share on other sites More sharing options...
srouleau Posted June 13, 2023 Report Share Posted June 13, 2023 Haven't had the flicker occur since I enabled dock mode. Fingers crossed! 1 Link to comment Share on other sites More sharing options...
srouleau Posted June 22, 2023 Report Share Posted June 22, 2023 Quick update: WIth dock, I now get this behavior after a while: 1. Click on field 2. Enpass blinks on and off 3. Click again 4. Enpass appears, asking for my NIP 5. Enter NIP, nothing happens 6. Click again 7. Matching Enpass entries show up. So, it works; it's now a mild annoyance whereas before it was downright unusable. I consider this progress! Link to comment Share on other sites More sharing options...
srouleau Posted June 22, 2023 Report Share Posted June 22, 2023 (edited) I wrote my previous last message last night, but forgot to submit the reply. This morning the original problem came back, and I had to log out of Windows for Enpass to appear again. So it looks like dock mode does not solve the issue. Edited June 22, 2023 by srouleau Link to comment Share on other sites More sharing options...
srouleau Posted September 6, 2023 Report Share Posted September 6, 2023 Following up on this; have you been able to reproduce the issue? On my side, when the Windows application starts misbehaving like this I usually notice it before it gets too bad; I quit the application, relaunch it, and it works for a good while until it happens again. Thanks! Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted September 7, 2023 Report Share Posted September 7, 2023 Hi @srouleau Our committed team continues to investigate this concern on your behalf. Please be assured that I am prioritizing this case and will promptly provide updates to this forum as soon as we have more information regarding this issue. We sincerely apologize for any inconvenience this may have caused. Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted September 22, 2023 Report Share Posted September 22, 2023 Hi @all In our comprehensive investigation of this issue, we have identified that another software installed on the system may be causing a focus-stealing problem, resulting in the closure of Enpass Assistant. Could you please check and provide the name of any such software that might be causing this interference? Link to comment Share on other sites More sharing options...
srouleau Posted November 13, 2023 Report Share Posted November 13, 2023 Hi @Abhishek Dewan I don't understand why my last reply was not posted. I have enabled email notifications so I do not miss replies anymore. I do not know where to begin to identify which software is stealing the focus. Could we enable logging in Enpass to see which application its losing focus to? Link to comment Share on other sites More sharing options...
Abhishek Dewan Posted November 14, 2023 Report Share Posted November 14, 2023 Hi @srouleau We have recently updated both the Enpass app and the Enpass Extension. Could you please update the app and the extension to the latest version 6.9.1 and 6.9.2 respectively, then confirm if the issue persists? Link to comment Share on other sites More sharing options...
srouleau Posted November 14, 2023 Report Share Posted November 14, 2023 Hello @Abhishek Dewan Thanks for the note -- looks like both my app and extension are up to date (I use the application from the Windows store, which auto-updates). I don't know when it was updated, but I can tell you that as of Sunday the problem was still present. Link to comment Share on other sites More sharing options...
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