Common problems

The most common situations and how to solve them without contacting support.

Nothing happens when I open IE mode

The Windows companion application is missing, or the browser has not been restarted since it was installed. The extension opens a screen that detects it on its own and says so as soon as it finds it.

The portal renders badly or throws a script error

Try changing the Internet Explorer engine version for that site, either from its URL rule or from the compatibility section.

It asks me to activate and I already have a licence

Check that the licence has not run out of seats. From the licence panel you can see which devices take them and release the ones you no longer use.

An option appears locked

Your administrator sets it, through Sync Options or group policy. Talk to whoever manages the computers in your organisation.

I lost the computer the licence was on

From the licence panel you can release that device and activate the key on another one, with no waiting and without writing to support.