Mass Deployment FAQ

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Brief Overview

After deployment, you may run into issues getting your WalkMe content to appear on your website.

If this occurs, please follow these steps as a quick test:

1. On a machine the extension was deployed to, open the website where the WalkMe content should be playing
2. Hit F12 to open the browser developer tools
3. Go to the Console tab
4. Type the following into the Console input:

   • _walkmeInternals

5. Press enter

Console results:

• ✅ No error: If WalkMe didn't already exist on the site without the extension, the extension deployment is working correctly. Any issues that you are seeing are unrelated to the actual deployment.
• ❌ Red error: The extension is not functioning properly. Continue reading for a few common suggestions that can fix a problem with your deployment. If trying the below does not result in your WalkMe content showing, please contact support.

Windows

Chrome

The extension does not show in the browser.

1. Confirm that the Installation step in the guide has been completed
2. Both the GPO and SCCM methods result in a registry key being placed in the HKEY_LOCAL_MACHINE → SOFTWARE → Policies → Google → Chrome → ExtensionInstallForcelist location
   • Confirm this by opening Regedit on the affected user's machine and looking for an entry like in the image below: 
3. It's possible a different Chrome extension has already been deployed by your organization in this manner
   • If the entry for this other extension is in the same ExtensionInstallForcelist registry key and has the same name, for example both keys are named “1” or “2”, the extensions will conflict and only one of them will show - you must change the name for one of the extensions so they are both unique
4. It's possible a different Chrome extension was already mass deployed in the HKEY_CURRENT_USER hive
   • If this is the case, try deploying both registry keys for the WalkMe extension (for the Installation and Configuration steps) in the HKEY_CURRENT_USER hive as well

The extension shows in the browser, but is not loading WalkMe on the relevant site.

1. Confirm the Configuration step has been completed
   • Note: This is not optional and will prevent the extension from functioning if not completed
2. In Regedit, go to the following location and confirm the wmExtConfig value and data are there exactly as they appear in the mass deployment guide (this is the Configuration step): HKEY_LOCAL_MACHINE → SOFTWARE → Policies → Google → Chrome → 3rdparty → extensions→ iffnipbkkgbgeffippbaldmgdpealpdd → policy
3. Check with your IT team and confirm the WalkMe Access Requirements domains are allowlisted both for your network and proxy
   • Check www.whatismyproxy.com if you are not sure if you have a proxy

Access Requirements for WalkMe

Firefox

1. Make sure the following locations contain the highlighted files - If they're not there, the installation script wm_firefox_enterprise_installation.bat did not run successfully:
   • C: → Program Files → Walkme - WalkmeExtension@walkme.com.xpi
   • C: → Program Files → WalkMe → Extension - WalkmeExtension@walkme.com.json
   • ~ → AppData → Roaming → Mozilla → Firefox → Profiles → [every profile in this directory] → Extensions - WalkmeExtension@walkme.com.xpi
   • For 64-bit machines:
     1. C: → Program Files → Mozilla Firefox → distribution → extensions - WalkmeExtension@walkme.com.xpi
     2. C: → Program Files → Mozilla Firefox → browser → defaults → preferences - all-walkme.js
   • For 32-bit machines:
     1. C: → Program Files (x86) → Mozilla Firefox → distribution → extensions - WalkmeExtension@walkme.com.xpi
     2. C: → Program Files (x86) → Mozilla Firefox → browser → defaults → preferences - all-walkme.js
2. Verify that this registry key is present in the following location: HKEY_LOCAL_MACHINE → SOFTWARE → Mozilla → ManagedStorage → WalkmeExtension@walkme.com.json
   • Value Name: Default
   • Value Type: REG_SZ
   • Value Data: C: → Program Files → WalkMe → Extension → WalkmeExtension@walkme.com.json
3. Check with your IT team and confirm the WalkMe Access Requirements domains are allowlisted both for your network and proxy
   • Check www.whatismyproxy.com if you are not sure if you have a proxy

Access Requirements for WalkMe

IE

The extension does not show in IE's Manage add-ons section.

1. Confirm that the relevant MSI file(s) were deployed and installed on the machines (just the 32 file for 32-bit machines, both 32 and 64 files for 64-bit machines):
   • https://cdn.walkme.com/extension/atl/Walkme_Extension.x32.msi
   • https://cdn.walkme.com/extension/atl/Walkme_Extension.x64.msi

The extension shows in Manage add-ons, but WalkMe content does not show on site.

1. Verify that both registry keys in the Configuration page of the mass deployment guide are in the machine's registry
   • Note: This is not optional and will prevent the extension from functioning if not completed.
2. On the machine, open regedit, go to these locations inside either HKEY_LOCAL_MACHINE or HKEY_CURRENT_USER (whichever one the deployment has been set for), and confirm the wmExtConfig value and data are there exactly as they appear in the mass deployment guide (this is the Configuration step):
   • SOFTWARE → WalkMe → WalkMeExtension
   • SOFTWARE → Wow6432Node → WalkMe → WalkMeExtension
3. If you are installing the registry keys via the SCCM .reg files, ensure that once the keys are in the registry that the values do not have backslashes before the quotation marks
   • Note: Backslashes should only exist in the .reg files themselves, but not in the actual keys themselves once they've been deployed
4. Make sure that the Enable third-party browser extensions setting in IE's Internet Options Advanced tab are checked
5. Check with your IT team and confirm the WalkMe Access Requirements domains are allowlisted both for your network and proxy
   • Check www.whatismyproxy.com if you are not sure if you have a proxy

Access Requirements for WalkMe

Mac

Safari

The extension does not show in the browser.

• Make sure the following locations contain the highlighted folders - if they're not there, the installation script did not run successfully:
  • ~ → Library → Containers → com.walkme.safariAppExtension → Data
  • ~ → Library → Containers → com.walkme.safariAppExtension.WalkMeExtension → Data

The extension shows in the browser, but is not loading WalkMe on the relevant site.

• Make sure the following locations contain the highlighted files:
  • ~ → Library → Containers → com.walkme.safariAppExtension → Data → wmExtensionConfig.json 
  • ~ → Library → Containers → com.walkme.safariAppExtension.WalkMeExtension → Data → wmExtensionConfig.json

Firefox

1. Make sure the following locations contain the highlighted files - If not, the installation script wm_firefox_enterprise_installation.bat did not run successfully:
   • Applications → Firefox.app → Contents → Resources → distribution→ extensions → WalkmeExtension@walkme.com.xpi
   • Applications → Firefox.app → Contents → Resources → browser → defaults → preferences → all-walkme.js
   • ~ → Library → Application Support → Firefox → Profiles → [every profile in this directory] → extensions → WalkmeExtension@walkme.com.xpi
   • ~ → Library → Application Support → Firefox → Profiles → [every profile in this directory] → extensions → all-walkme.js
   • Library → Application Support → Mozilla → ManagedStorage → WalkmeExtension@walkme.com.json

Chrome

The extension does not show in the browser.

1. Confirm that the Installation step in the guide has been completed
2. The mass installation guide based on deploying mobileconfig, being placed as a profile on the device
   1. Go to Privacy & Security → Profiles
   2. Open System Settings
   3. Search for the mobileconfig you deployed
      • Default names are Chrome / WalkMe Chrome Extension
   4. Double click the profile under Details → Custom Settings → com.google.Chrome → Forced