Presenting Behaviors and Problems

When you report problems or ask for help with Web Password Filler, providing more information about the actual behavior you experience will help others find a resolution faster.

All of the previous troubleshooting topics help narrow things down. The more specific you are, the better.

Some examples:

  1. Are you unable to login to WPF?

    • Are they getting any error messages?
    • Are you logging in and then getting logged out again?
    • What authentication types are enabled and are you using them?
    • Is the Login button greyed out?
    • Is the Secret Server URL (and optional: Domain) entered in the Configuration tab?
    • Can you reach the Secret Server UI from the same machine/browser?

  2. Do you see the Secret displayed on the site?

    • Does the site have only one Secret?

      1. If no, can you see all the Secrets? Or can you only see some Secrets?

    • Does your logged-in account have access to that Secret?

  3. Are the credential fields populated correctly?

    • If No, which fields are populating?

    • Do you see the green Delinea check logo in the Username/email field?

      1. We ONLY display this in the Username or email fields, NOT in the password field

    • Are the right-click options available in any of the login fields?

    • Which fields are not populated?

    • Do you see the credentials populated in the wrong field?

    • Does the site require a drop-down or other action to be taken before the credential fields are available?

    • Does the site use a multi-page login (like O365)? Or single page login (like LinkedIn)?

  4. Is it some kind of visual issue on the page?

    • Is the green Delinea log visible?
    • Is the green Thycotic logo in the wrong place on the page?
    • Is the page displaying as blank?
    • Are the icons for the Secrets not showing up?

  5. Is it a newly added Secret that is not showing up?

    • When you add a Secret in Secret Server or in WPF, it might not appear immediately on the site. WPF needs Secret Server to index the Secret, which typically takes some time (depending on the size of the environment).
    • Usually if you wait a few minutes and refresh the page you should be able to see it appear.
    • Release 1.1.0 of WPF introduced a short-term caching option. You can see this as a refresh button on the drop down for the credentials. This caching means that we should keep the Secret in memory for that browser session so we don't have to wait for Secret Server to index it.

  6. Are you experiencing any other issues? If so, what are they?