This article is written for Google Workspace for Education Administrators.
The table below lists commons issues, causes and solutions. If you don’t find your issue in the list, please contact us.
| Problem | Possible Causes | Possible Solutions |
|---|---|---|
| Safe Doc icon is not shown | Safe Doc is unpinned in the Extension  list |
Open the extension menu and check if Safe Doc is in the extension menu list |
| Enterprise policy sync delayed | Please allow up to 24 hours for changes in Google Admin Console to propagate to your browser. | |
| Network & firewall issue | Check if your device have internet access to Chrome web store's update URL https://clients2.google.com/service/update2/crx. | |
| Your Chrome browser is not managed | Your Chrome browser should be managed by your organization to receive the Safe Doc installation. See System Requirements for xFanatical Safe Doc. | |
| Safe Doc is not force-installed | Make sure you selected Force-install for Safe Doc in Google Admin Console | |
| Safe Doc is force-installed in a different OU | Check if your Chrome profile is under the OU where Safe Doc is enforced. | |
Safe Doc icon is grey  |
License key is expired | Check your license key's expiration date in Safe Doc customer portal. If you don't know the license key, check the SafeDocLicenseKey policy value in your Google Admin. |
| License key is incorrect | Check the SafeDocLicenseKey policy value in your Google Admin and verify in Safe Doc customer portal that it's an active trial license key or annual license key. Ensure you replace the trial license key with the annual license key after purchase. | |
| Policy change delay (for certain students only) | If you just upgraded a new license key in Google Admin Console, it may take up to 24 hours to propagate the changes to all students. To verify if the new license key is synced, please see Check Safe Doc Policies in students’ Chrome browsers. | |
| License Key is missing | Make sure you have a valid license key in your SafeDocLicenseKey policy. | |
| License server blocked | Make sure your school's firewall does not block our licensing server https://denali.xfanatical.com. To confirm our server is reachable, open the device's Chrome browser, visit https://denali.xfanatical.com. The page shall display Not Found. |
|
| The student email domain is not licensed. For example, the licensed student email is example.org, but the student email domain is student.example.org. | Check if the email domain of synced Chrome profile is licensed in Safe Doc customer portal. | |
| Misconfigured extension policy | Check if you misconfigured the JSON-based extension policies for Safe Doc. Learn more about xFanatical Safe Doc Configuration. | |
| License renewed 5 days after expiration. When you renewed the annual license 5 days after the expiration date, Safe Doc does not automatically reactivate. | After renewing your annual license, Force Redeploy Safe Doc in Google Admin. | |
| Blocking feature not working | Safe Doc is not activated | See the section Safe Doc icon is grey. |
| Policy is misconfigured | Read xFanatical Safe Doc Configuration and verify your policy is set correctly. | |
| Policy change delay (for certain students only) | If you just made some extension policies changes in Google Admin Console, it may take up to 24 hours to propagate the changes to all students. To verify if the policies are synced, please see Check Safe Doc Policies in students’ Chrome browsers. | |
| Environment not supported | Safe Doc works in certain environments. Please check out System Requirements for xFanatical Safe Doc. | |
| Outdated Safe Doc version | Verify if Safe Doc has the latest version in the extension page | |
| Students bypassed blocking by other platforms | Make sure your students cannot sign into unmanaged environments, e.g. iPad, home PC, Android phones etc. Safe Doc does not support those environments so it's possible students bypassed the restrictions. | |
| Safe Doc software issue | If none has applied to you, it's possible the module in Safe Doc breaks. Please contact us. | |
| "Entry is not valid JSON" error in editing Safe Doc policy configuration | The policy configuration JSON is malformed. Most likely, you missed or added an extra comma or double quote. | The Safe Doc policy configuration is a strict JSON formatted text. Learn more about JSON. This error message from Google Admin means the JSON format is incorrect. Check the JSON carefully. Did you miss adding a comma when a new policy is added? |
| Slow Chrome devices | Too many blocking policies are enforced | The more blocking policies are enforced, the more CPU resources are consumed by Safe Doc. So turn off unnecessary blocking policies if they are not mandatory to block by your school's policy. |
| Hardware not powerful enough | If the students' devices (Chromebooks, Windows, Macs) run short of CPU or RAM, it's possible Safe Doc further burdens the computer. Check if the devices are fast enough even without Safe Doc. |
Safe Doc
