In this article

Use this article to resolve issues where the CyberSight browser extension does not appear to install, causing limited visibility into websites details in the CyberSight dashboard.

CyberSight requires to capture website details:

• Windows Roaming Client v3.2.0 or higher
• Dashboard controls enabled via the Roaming Client Control Center
• A managed browser extension in Chrome or Edge. Other Windows-compatible browsers may load the extension but provide limited visibility

If the extension is blocked or not installed, website details will not populate, but other CyberSight data will.

Common symptoms:

• CyberSight does not appear in the browser’s extension list
• No website details (URLs, webpage title, etc.) appear in the CyberSight dashboard after enablement
• The browser shows the extension was blocked or removed
• The extension appears installed, but no website details are recorded

CyberSight uses browser policy to automatically install the extension. Similar extension pathways are available in most browser settings. Use any of these method to verify the extension is installed by the policy.

Check the Windows Registry Editor for the key injection:

Chrome

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Google\Chrome\ExtensionInstallForcelist

Edge

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Microsoft\Edge\ExtensionInstallForcelist

1. Open Chrome
2. Navigate to: chrome://policy

3. Confirm the extension ID appears in the forced install list:

   eekhfjhpnmipkfapmapcndolfmojphgo

If present:

• Select Reload policies to immediately reapply browser policies
• Check for any reported policy conflicts

1. Open Edge
2. Navigate to: edge://policy

3. Confirm the extension ID appears:

   hmhmnkeodamhmcncohndiidbiepieegn

If the extension ID does not appear in the policy list, the device is not receiving the required browser policy.

Check the extension directly:

• Chrome: chrome://extensions
• Edge: edge://extensions

CyberSight should appear in the list.

In managed environments, the extension will display as installed by the administrator. In Chrome, selecting “Browser is managed” opens chrome://management, which confirms the browser is managed and shows installed extensions.

If the extension does not appear:

• Close and reopen the browser
• Select Reload policies from the policy page
• Wait a few minutes and refresh the extensions page

If the extension briefly installs and then disappears, security software may be removing it.

If the extension policy is present but the extension does not install or function, endpoint security software may be blocking it.

Common causes include:

• Antivirus (AV) or EDR removing the extension
• Application control tools blocking the browser extension process
• Application ringfencing or allow/deny rules preventing communication

CyberSight uses a Windows process to communicate between the browser extension and the Roaming Client service. If the extension appears installed but no activity data is visible, a security tool may be blocking that communication.

Review:

• Application control logs
• EDR activity logs
• Any extension blocklists configured in the browser

If using application control software, confirm the browser extension process is allowed.

Submit a Support Request and include:

• Organization ID
• Browser type and version
• Confirmation of browser policy page results
• Confirmation of browser extension page results
• Details of any EDR or application control software in use
• A .zip file of the CyberSight logs

This information helps determine whether the issue is related to browser policy, endpoint security controls, or service communication.