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Why is my browser not behaving properly, even after applying the recommended browser settings?

Knowledge Article Number 000006545
Description

There are many applications that integrate with your browser through add-ons. Some add-ons that these applications utilize are not fully compatible with Salesforce and can cause issues with various Lookup/Popup windows or other Salesforce functions including certain email or Content features. Generally speaking, if you call into support and we are unable to reproduce your issue, we will ask that you check your browser against our recommended settings.

Resolution

There are two parts involved with this solution and please note that the instructions may differ slightly depending on what version of the browser you are using:

A. Check to make sure that an add-on is causing the issue.

For Internet Explorer:

1. Click Start in windows
2. Go to All Programs
3. Into Accessories
4. Find System Tools
5. Click "Internet Explorer (No Add-ons)
6. Attempt to reproduce the problem you are having

For Firefox:

1. Click Start in windows
2. Click Run
3. Type Firefox -Safe-Mode and press enter.
4. Ignore the checkboxes and click Continue In Safe Mode
5. Attempt to reproduce the problem you are having.

For Google Chrome:

1.Click the "Customize and Control Google Chrome" button on the right hand side of the browser.
2.Click New Incognito Window. When this setting is chosen, a new browser window opens and all add-ins are disabled.
3.Attempt to reproduce the problem you are having


Assuming that the issue was RESOLVED when following the above instructions, you will proceed to part B.


If the issue was NOT RESOLVED, an add on is not responsible and you must pursue other troubleshooting resources.


B. Systematically determine which add-on is causing the issue.

 

For Internet Explorer:

1. Open the browser normally
2. Click Tools
3. Click Manage Add-ons
4. Click enable or disable Add-ons
5. Click the name of the most recently installed Add-on
6. Click the Disable radial

7. Click OK
8. Attempt to reproduce the problem.



For Firefox:

1. Open the browser normally
2. Click Tools
3. Click Add-ons
4. Click the Plugins Tab or Extensions Tab
(I would disable plugins first, then move to extensions if necessary.)
5. Click the name of the most recently installed Plugin (or extension)
6. Click Disable
7. Close the Window

8. Attempt to reproduce the problem.

For Google Chrome:

1.Click the "Customize and Control Google Chrome" button on the right hand side of the browser.
2.Click Settings
3.Click Extensions
4.Click Enabled next to your enabled Add-ins to disable them.
5.Close the window
6.Attempt to reproduce the problem


If the problem is RESOLVED, this add-on is causing the conflict. You will have to disable it to use Salesforce normally.

If the issue is NOT RESOLVED, repeat steps 2 through 8 until the issue is resolved, disabling the add-ons one at a time to single out the culprit. You can then re-enable all other add-ons except the conflicting one.





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