Chrome Extension Troubleshooting

The KyberGate Chrome extension (v2.7.1) provides additional filtering and visibility on Chromebooks and Chrome browsers. It works alongside the proxy-based filtering to enforce policies, log activity, and display the KyberGate block page. This guide covers common issues and how to resolve them.

How the Chrome Extension Works

The KyberGate Chrome extension:

1. Monitors web requests within the Chrome browser
2. Enforces filtering policies even when traffic bypasses the proxy
3. Reports browsing activity back to the KyberGate dashboard
4. Displays the branded KyberGate block page for restricted sites
5. Identifies the logged-in user for per-student reporting

Verifying the Extension is Installed

On the Chromebook

1. Open Chrome and navigate to chrome://extensions
2. Look for KyberGate in the list
3. Verify the following:
   • Version: 2.7.1 (or latest)
   • Enabled: Toggle is ON (blue)
   • No errors: No "Errors" button or red warning badges
4. If the extension is present and enabled, click Details to see permissions and site access

In Google Admin Console

1. Go to Google Admin Console → Devices → Chrome → Apps & Extensions
2. Select the relevant OU (Organizational Unit)
3. Search for KyberGate in the installed apps list
4. Verify the installation policy is set to Force installed

Common Issues and Solutions

Extension Not Installed

Symptoms: Extension does not appear in chrome://extensions

Solutions:

1. In Google Admin Console, verify the extension is added to the correct OU
2. Set the installation policy to Force installed (not "Available" or "Allowed")
3. Enter the correct extension ID and update URL
4. Wait 10-15 minutes for the policy to propagate, then restart Chrome on the device
5. Force a policy refresh: On the Chromebook, go to chrome://policy and click Reload policies

Extension Installed but Not Filtering

Symptoms: Extension shows as enabled, but blocked sites are still accessible

Solutions:

1. Click the KyberGate extension icon in the Chrome toolbar
2. Check the popup status — it should show "Active — Filtering Enabled"
3. If it shows "Disconnected" or "Not Configured":
   • Verify the device is enrolled in the KyberGate dashboard
   • Check that the extension's configuration policy includes your organization's API endpoint
4. Open chrome://extensions → KyberGate → Details → Site Access
   • Ensure it's set to On all sites
5. Restart Chrome completely (close all windows and reopen)

Extension Showing Errors

Symptoms: Red "Errors" badge on the extension in chrome://extensions

Solutions:

1. Go to chrome://extensions and click Errors on the KyberGate card
2. Common errors and fixes:
   • "Network request failed" — The device cannot reach the KyberGate API; check internet connectivity and proxy settings
   • "Permission denied" — The extension needs updated permissions; re-deploy via Admin Console
   • "Storage quota exceeded" — Clear extension data: click Details → Clear Data (logs are synced, so no data is lost)
3. Disable and re-enable the extension to reset its state
4. If errors persist, remove and re-install via Admin Console

Conflicts with Other Extensions

Symptoms: Filtering works intermittently, or other extensions stop working when KyberGate is active

Solutions:

1. Check for conflicting extensions that also modify web requests:
   • Ad blockers (uBlock Origin, AdBlock Plus)
   • Other web filtering extensions (GoGuardian, Securly)
   • VPN or proxy extensions
2. Go to chrome://extensions and temporarily disable suspected conflicting extensions
3. Test if KyberGate filtering works with other extensions disabled
4. If a conflict is confirmed:
   • Remove the conflicting extension if it's not needed
   • If both are required, contact KyberGate support for compatibility guidance
   • In Admin Console, adjust extension load order if possible
5. Note: Running two web filtering extensions simultaneously is not recommended and can cause unpredictable behavior

Extension Not Reporting Activity

Symptoms: Extension is active and filtering, but no activity appears in the dashboard

Solutions:

1. Check the extension popup for the sync status indicator
2. Verify the device is registered in Devices → All Devices in the dashboard
3. Ensure the Chromebook's clock is accurate — time skew can cause log sync failures
4. Check chrome://extensions → KyberGate → Details for the Permissions section
   • It must have permission to access browsing activity
5. Test by visiting a known-blocked site — the block event should appear in Activity Logs within 60 seconds

Force-Reinstalling the Extension

If all else fails, perform a clean reinstall:

1. In Google Admin Console, remove KyberGate from the OU's app list
2. Wait 5 minutes for the removal policy to propagate
3. On the Chromebook, go to chrome://extensions and verify it's gone
4. Re-add KyberGate in Admin Console with Force installed policy
5. Restart Chrome on the device
6. Verify the extension appears and shows Active status

Tips

• Use force-install only — "Available" or "Allowed" policies let students remove the extension
• Pin to toolbar — Instruct staff to pin the KyberGate icon for quick status checks
• Version mismatches — If devices are on an older version, the Admin Console auto-updates force-installed extensions; just wait for the rollout
• Incognito mode — Ensure the extension is set to Allow in incognito via Admin Console policy to prevent students from bypassing filters
• Guest mode — Disable guest mode on managed Chromebooks in Admin Console to prevent unfiltered browsing

Troubleshooting Quick Reference

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