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 list and check if Safe Doc is there|
|Enterprise policy sync delayed||Please allow up to 24 hours for changes in 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 Safe Doc.|
|Safe Doc is not force-installed||Make sure you selected Force-install for Safe Doc in 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 by searching it in your inbox. If you lost the original license key email, please contact us.|
|License key is incorrect||Check your license key against the license key email in your inbox.|
|Policy change delay (for certain students only)||If you just upgraded a new license key in 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||Check if the email domain of synced Chrome profile is licensed. Your Safe Doc license information email has the licensed email domain(s). If not, please Contact Us.|
|Misconfigured extension policy||Check if you misconfigured the JSON-based extension policies for Safe Doc. Learn more about Safe Doc Configuration.|
|Blocking feature not working||Safe Doc is not activated||See the section Safe Doc icon is grey.|
|Policy is misconfigured||Read 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 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 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 report an issue.|
|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.