User Extension FAQ

Download as PDF

Brief Overview

Below are some common questions about the WalkMe User Extension and the browser configuration needed to support the extension.  If you have any additional technical questions, feel free to reach out to your Customer Success Manager or contact Support. 

User Extension Versions

The user extension is downloaded per profile, see the instructions below. For the latest extension version per browser, see this table:

Chrome

In most configurations, 3rd party cookies will need to be enabled for WalkMe to load in the Chrome browser. You can enable 3rd party cookies by following these instructions:

1. Click on the three vertical dots in the top right corner of your browser
2. Click “Settings”
3. Scroll down and click “Cookies and other site data”
4. Under “General Settings”, click on “Allow all cookies”

Internet Explorer

Whether the extension has been manually placed on the browser, or pushed out by your IT department, the “Enable Third-Party Browser Extension” setting must be enabled for WalkMe to load.  You can enable this setting by following these instructions:

1. Click on the gear in the top right corner
2. Click  Internet Options -> Advanced

Scroll down under “Browsing” and see “Enable Third-Party Browser Extensions” 

If you are unable to check this setting, please reach out to your IT department and let them know that this setting needs to be enabled in order for WalkMe’s extension to load.  

Legacy Edge

Legacy Edge has been deprecated by Microsoft and is no longer supported. Please contact your Customer Success Manager or contact Support with any questions. 

Chromium Edge

1. Click on the three dots in the top right corner of your browser
2. Click “Settings”
3. Scroll down and click “Cookies and Site Permissions”
4. Make sure “Always Allow” is toggled on and “Block 3rd party cookies” is toggled OFF

Safari

• Silent installation of the extension is not possible. The user must approve the installation after the extension has been manually or mass deployed to their Safari browser.  
  • The user should select the “Install from Gallery” button in order to enable the Extension to auto-update.  
  • If the user selects “Install from Developer”, the Extension will not be updated automatically.

This is a Safari limitation, not a WalkMe limitation.

Mass deploying an extension via JAMF

Issue: After mass deploying extension on Mac using JAMF, the end-user is prompted to “Trust” the extension once it’s installed.

Cause: Extension installations with JAMF require user interaction due to a limitation by Apple’s requirement for the end-user to “Trust” the extension once it’s installed. This is something we’ve investigated and currently, there is not a way to bypass this requirement in order to decrease the amount of user interaction here.

User Extension Connectivity Status

The User Extension will display the connectivity status of WalkMe content on a web page. WalkMe users will see a message saying whether WalkMe content has loaded successfully or not.

• WalkMe Loaded Successfully

• WalkMe Failed to Load – A report will automatically be sent to WalkMe Engineering to investigate further

• WalkMe is Not Running on this Site – No WalkMe content could be found on the web page

Environment toggle for builders

The latest version of the extension for Google Chrome and Microsoft Edge includes the capability to toggle between Test and Production environment extensions. This is a useful tool for builders who need to test WalkMe content on identical test and production URLs (i.e. SuccessFactors). These builders no longer need to use two separate extensions for testing and production; now they can simply mass deploy one extension and click to toggle between the two publish environments.

How to toggle the environment

1. Go to the extension Options menu
2. Enter the password and click Login
   • Currently there is one master password: wmBuilderMode
3. Toggle on the Enable Environment Change
   • This will turn on the toggling ability only for your individual browser
4. Go to your browser extensions and select the WalkMe Extension
5. Select the desired environment from the drop-down
   • Default: loads the WalkMe environment based on matching the current URL to the the extension’s packages domains or regex
     • How extensions have always functioned
     • Typically default loads the production environment
   • Production: overrides the default extension configuration to load the production environment
   • Test: overrides the default extension configuration to load the test environment
   • Custom: overrides the default extension configuration to load the custom environment
6. Refresh the browser

Things to note about overriding the environment:

• WalkMe will only load on an “overridden” environment if there is an existing active extension package that matches the current URL and desired environment
• If you override the environment to Test or Production, it will affect all injected packages by the extension, not just the current URL/environment
• If you override the environment to a custom environment, all other systems will load their default environment