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

CyberSight requires to capture website and category details:

• Windows Roaming Client v3.2.0 or higher
• Dashboard controls enabled via the Roaming Client Control Center or for individual agents
• 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 and category 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
• Top 10 Websites and Categories do not populate in the Overview dashboard
• 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:

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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:

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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.

Step 4: Verify the browser is not running in Incognito or Private mode

Browser extensions do not run in Incognito or Private browsing modes by default. When a user browses in Incognito mode, the CyberSight extension cannot capture website or category activity.

In these cases, CyberSight will still record browser usage, but only the application name (for example, Google Chrome or Microsoft Edge) will appear instead of individual websites.

Indicators that Incognito mode may be in use include:

• CyberSight shows browser use as an Application instead of website or category details
• Only the browser application (Chrome or Edge) appears in Activity Logs or Overview widgets
• Website-level data appears for some users but not others

If this pattern appears, confirm whether the user is browsing in Incognito or Private mode, which prevents the extension from collecting website activity data.

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.