Troubleshooting: Web App Integration

Troubleshooting: Web App Integration

My1Login integrates with the vast majority of applications straight out the box. However, given the infinite ways that applications can be built, from time to time we'll need to do some work to help the integration work seamlessly. Below are some of the more common questions we get asked. Please don't hesitate to get in touch if you have any questions. 

My1Login browser extension not installed

The My1Login browser extension is required for:
  1. Credential-based SSO on applications launched from the vault or when the user navigates directly to the application login page. 
  2. My1Login learning credentials on new applications. 
  3. Updating passwords on previously stored identities.
  4. Populating the 'Notifications' page in the Admin Portal. 
If the browser extension is not installed:
  1. Please check that the user is in the correct directory group and that the browser policy is being applied.
  2. You can allow the user to locally download the extension on the settings page of the Admin Portal.

My1Login is not offering to store identity on first login

For My1Login to offer to store credentials for a user, 'Enable Any Web App' must be selected on the Settings page within the Admin Portal.

If this setting has been activated and My1Login is not offering to store the identity:
  1. Check that the browser extension is installed and authenticated.
  2. Check that the application hasn't been added to the organisation's exclusion list.
  3. Check that the application hasn't been added to the user's personal exclusion list.
  4. Check to see if the My1Login padlocks are appearing in the username and password fields.
It may be that My1Login needs to do some additional work in the background to ensure the browser extension to correctly identify the identifiers on the login page. Please contact the team and we will be able to help. 

My1Login is not filling and submitting stored identity

  1. Check that the browser extension is installed and authenticated.
  2. Check to see if the My1Login padlocks are appearing in the username and password fields.
It may be that the application login page has been updated. It may be that My1Login needs to do some additional work in the background to ensure the browser extension to correctly identify the identifiers on the login page. Please contact the team and we will be able to help.

My1Login is not updating changed password on stored identity

My1Login is unable to automatically update passwords that are changed outside of the application environment. e.g. via email. In these situations, users will have to manually update the password in the identity tile in their user vault. 
  1. Check that the browser extension is installed and authenticated.
It may be that My1Login isn't recognising the relationship between the password change page and the stored identity, Please contact the team and they will be able to help you with this. 

My1Login is interacting with pages which aren't the login page for the application

Sometimes applications will use fields on pages that are identified as being login fields by the extension. This is usually easily fixed by the team. Get in touch with the information about the application and the behaviour you are seeing and the team will help you. 

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