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Auto-fill not working in Gmail


groedel

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My Kaspersky Password Manager extension for Mozilla Firefox works fine in any website, except for Gmail. The Kaspersky icon that shows up by the filling space in normal situations when auto-fill is possible, doesn't even appear to me when trying to login Gmail. Because Kaspersky Password Manager doesn't work for Gmail in my browser, I have to manually fill my login and key every time I open Firefox and want to check my email (which could be almost a dozen of time a day).

What is happening , and how can I solve this problem?

 

OS: Windows 11
Version of Kaspersky Password Manager extension: 23.1.109.1
Number of Kaspersky Password Manager application: 23.1.0.192
Number of Kaspersky application: 21.14.5.462

Screenshot 2023-09-23 at 14-49-26 Gmail.png

2023-09-23 at 14-58-20 Login to Your Chess Account.png

2023-kaspersky.png

Edited by groedel
Adding necessary info
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On 9/24/2023 at 4:00 AM, groedel said:

OS: Windows 11

  1. 👉Kaspersky Password Manager extension: 23.1.109.1
  • Kaspersky Password Manager version: 23.1.0.192
  • Kaspersky version: 21.14.5.462
  • KPM: 23.1.0.192 / 1693919876_7421 / 1.1.0.2_1
  • My Kaspersky Password Manager extension for Mozilla Firefox works fine in any website, except for Gmail.
  • 💥The Kaspersky icon that shows up by the filling space in normal situations when auto-fill is possible, doesn't even appear to me when trying to login Gmail.
  • Because Kaspersky Password Manager doesn't work for Gmail in my browser, I have to manually fill my login and key every time I open Firefox and want to check my email (which could be almost a dozen of time a day).
  • How can I solve this problem?
1 hour ago, groedel said:

 KPM: 23.1.0.192 / 1693919876_7421 / 1.1.0.2_1

Hello @groedel

Welcome back!

  1. Please check the Kaspersky Password Manager extension number - it's not the number you've provided! 
  2. Is (your) Firefox browser run as a *Default* account or with a Firefox account? 

image.thumb.jpeg.990121d74bd861fc3b3506b276bc17b2.jpeg

Please post back? 
Thank you🙏
Flood🐳+🐋

Edited by Flood and Flood's wife
pn
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Hi, @Flood and Flood's wife!

Thanks for your answer.

1. About the KPM extension number, the number that I posted (23.1.109.1) is the only one I could find. Another number that I have is the KPM software number (23.1.0.192 / 1693919876_7421 / 1.1.0.2_1). Below there's a Prt Scrn of the extension's page in Firefox, showing other specifications.

KPM extension specifications

2. About Firefox, it is set as the default browser of my pc. It's also updated (version 118.0.1, 64 bits).  It uses all default configurations, except those regarding security and privacy (maybe this is the problem?). About security and privacy, my Firefox is set to never allow tracking and to erase all cookies and data when Firefox is closed. Although this might have something to do with the problem, in any other websites the KPM extension works perfectly fine, as I showed in one of the pictures in the original post. The problem only happens when trying to login Gmail!

3. Today I have also noted another strange thing about the same problem:

BEFORE loging in KPM software with my master key, the KPM extension seems to work just fine in Gmail (as the KPM symbol appears nearby the filling spaces when trying to login Gmail). See picture below.

Gmail before logging in KPM software

However, AFTER loging in KPM software, that's when the KPM extension stops working in Gmail! See picutres below.

Gmail after logging in KPM software

 

 

Waiting for your reply and help!

Thank you 🐳+🐋

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Hello @groedel

Thank you for posting back the additional information. 

We made an error, the KPM extension number (you) provided is correct, apologies😓

👉Please do the following - as a test: 

  1. Run Firefox as - new Private Window browser - IF the KPM application is logged into - does the KPM icon show in the Firefox, Private Window, Gmail account? 

Please post back? 
Thank you🙏
Flood🐳+🐋

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Hi, @Flood and Flood's wife!

I ran the test, and the result is:

PRIVATE WINDOW

When loged in KPM app, the KPM icon didn't show up, even after activating KPM extension for private windows (as you can see in a picture above, my KPM was previously set not to work in private windows).
Before loging in KPM app, the gray KPM icon didn't show up either (in contrary to what happened in the normal window of Firefox).
After loging out KPM app, the gray KPM icon continued not showing up.

NORMAL WINDOW

When loged in KPM app, the KPM icon didn't show up.
Before loging in KPM app, the gray KPM icon DID show up.
After loging out KPM app, the (gray) KPM icon disappeared and didn't show up anymore.

And now, what should I do?

Thank you,🐳+🐳

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Hello @groedel

Thank you for posting back & the information!

  1. Please log a case with Kaspersky Customer Service, on the support page: https://support.kaspersky.com/b2c#contacts, select either Chat or Email, then fill in Application malfunction, Other template; please include any *screen-prints* & a detailed history. Support may request logs, traces & other data; they will guide you. 
  • Please share the outcome with the Community, when it's available? 

Thank you🙏
Flood🐳+🐋

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Hi, @Flood and Flood's wife,

Thank you for trying to help!

Unfortunatelly, I had previsouly tried to contact support by chat in https://support.kaspersky.com/b2c#contacts,, with no sucess. I had waited for more than 2 hours in chat, but nobody had answered my call for help.

I will try once again this week, maybe I'm luckier this time. I'll keep the community informed.

Thank you, 🐳+🐋

Edited by groedel
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1 hour ago, groedel said:
  • Unfortunately, I had previously tried to contact support by chat in https://support.kaspersky.com/b2c#contacts,, with no success. I had waited for more than 2 hours in chat, but nobody had answered my call for help.

Hello @groedel

Thank you for posting back & the information!

👉We also have had poor response times from Kaspersky Customer Service via their Chat service - don't put yourself thru the grief - select the Email option, fill in the template as we said above - provide a detailed history - the same as you have done here - add screen-prints - then send the email - the Kaspersky system will create an automated Incident reference number - then *eventually* a Kaspersky human will contact you - it may take 5 to 7 business days for that to happen, do not worry, it will happen. 

  • Post back the Incident reference number & any feedback you get from Kaspersky Customer Service please? 

Thank you🙏
Flood🐳+🐋

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