Known bugs and Workarounds

Last Updated: Jun 02, 2014 09:41AM EDT

Please check this page before reporting a bug. We may already have a fix for it! If you want to report a site where Dashlane isn't working properly, please go to this page.

Content

  1. I keep getting the a pop-up telling me my Chrome extension isn't installed even though it is
  2. My Samsung phone started talking to me when I enabled the Dashlane keyboard!
  3. If Dashlane does not work in Chrome after installing it from the Chrome Web Store
  4. My Dashlane browser extensions aren't working on my Mac
  5. I'm having trouble logging in to Fidelity.com
  6. I'm having trouble logging in to USAA.com
  7. I'm having trouble logging in to Delta.com

 

I keep getting the a pop-up telling me my Chrome extension isn't installed even though it is

There are two different kinds of pop-ups. They are listed below.

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"Your Dashlane Chrome extension needs to update"

We're looking into this bug now. Please contact support here so that we can get some logs off you. Dashlane should still be working properly for you in Chrome and this should be fixed soon!

"Your Dashlane extensionseems to be not installed"

If you get an error message saying "Your Dashlane Extension seems not to be installed" "Install Now or Never Ask Again" every time you open Dashlane or Chrome, then this is a temporary bug that we're looking into now. Clicking on "Never Ask" won't stop this pop-up from appearing.

Solution

We're looking into this now and it should be fixed in the next update! Your Dashlane extension should still be working properly in Chrome. If not, please check this page here.

My Samsung phone started talking to me when I enabled the Dashlane keyboard!

If your phone started to talk to you after you enabled the keyboard in the Dashlane Android app, then this is a bug that was acknowledged in the Samsung developer forums, and is apparently fixed in new devices. However, old devices still have the issue and so you need to turn it off. Please follow these steps:

​Text-To-Speech activates when I activate the accessibility service!

Samsung’s dev team is aware of the issue and is reportedly working to solve it. This bug occurs on any app using an accessibility service (such as Dashlane, Lightflow, Tasker, NoLED, …). In the case of our app, an accessibility service is used to access the screen for application login analysis. This is the main feature of our keyboard so we can’t do without. The fix shown below has been reported not to have any effect on other apps using TTS (such as Google Navigation).

Here is the full fix that has been reported to work on most Samsung devices:

  1. Go to Settings > Accessibility > Talkback "ON"
  2. Select "Settings" from the bottom of the page
  3. Uncheck all Talkback options
  4. Switch Talkback "OFF" again
  5. Go back to Settings > Application manager > All
  6. Disable Google TTS (text to speech)
  7. Disable Samsung TTS (text to speech)

If you’re experiencing the same issue on another phone, try this:

  1. Go to Settings > App Manager > Select GoogleTTS > Disable
  2. Go to Settings > App Manager > Select SamsungTTS (on a Samsung phone) > Disable

If Dashlane does not work in Chrome after installing it from the Chrome Web Store

Please refer to this article to see how to install the Chrome extension from the Chrome Web Store on Windows and how to remove it:

Installing and using Dashlane from the Chrome Web Store (Windows only)

If the Dashlane extension is installed but still does not work in Chrome, please also check this article:

How to verify your Chrome extension

My Dashlane browser extensions aren't working on my Mac

If you updated Dashlane, you originally downloaded Dashlane from the Mac App Store and now it's not working in your browsers, please try opening Dashlane and going to Dashlane > Install Browser Extensions. If you don't see a window asking you what browsers you want to install Dashlane on, then please try the following steps:

  1. If you are not Premium, please open Dashlane and select FILE > EXPORT DATA > DASHLANE SECURE ARCHIVE… in the top menu and save this file somewhere onto your hard drive. Afterwards, you can import this file into Dashlane to put your data back if needed.
  2. Click here to download the cleaning app for the Mac App Store version of Dashlane.
  3. Log out of your Dashlane account.
  4. Quit all browsers and quit Dashlane (using ⌘ + Q).
  5. Launch the app that you have downloaded on step 2 and click on Uninstall.
  6. Go to Applications folder and move Dashlane to the Trash.
  7. Empty the Trash.
  8. Reboot your computer.
  9. Then open the Mac App Store and reinstall Dashlane from here.

If it still does not work, please open the Console application (which is located in your Applications/Utilities folder on your hard drive) and check if there are any errors there. Then you can contact us here for more help with this.

I'm having trouble logging in to Fidelity.com

Your problem on Fidelity may actually be caused by the way the site obfuscates the login, which breaks our save & credential mechanisms.

If you let Dashlane automatically save the content of Fidelity's login form, it will save the ****** that Fidelity adds to your user name in the login form — it is a script from the web site that automatically hides it for more privacy and security. The problem is that Dashlane thinks those ******* are part of your user name, and mistakenly tries to update your user name saved in Dashlane.

To make sure everything works, you will need here to manually check the credentials details of your Fidelity password in Dashlane, and make sure your user name does not contain these ******** symbols:

  • To do this, please open Dashlane and go directly to the Passwords section.
  • Then look for your Fidelity account in the list and double click on it to open the details for this login.
  • Here, make sure you user name and password are correct.

Finally, probably the most important important part: you need to make sure Dashlane NEVER replaces or saves the login again when you log in. Otherwise, it will mistakenly replace your user name (the correct one) by the truncated user name that has been hidden by Fidelity and which contains *******.

To do that, click on the Never for this website button when Dashlane asks you to save a credential.

I'm having trouble logging in to USAA.com

Logins that have a login and password on the first page then a PIN number on the second page are out of scope at the moment. This is because Dashlane always wants to put a password on the second page. But there’s a work around:

Create a second login for that site, and call it PIN so you can tell it apart from the original one. Then put anything in the login field but put your PIN number in the “Password” field. Then, when you get to the second page, you can click in the field and choose your PIN login and Dashlane will fill in your PIN.

I'm having trouble logging in to Delta.com

You need to open the details for your Delta.com password in Dashlane and then uncheck Always log me into the website.

Then, you need to go to this site via your browser and not by clicking on it from Dashlane. This is because the automatic login won’t work for this site.

If you go to the site from your browser (by typing in Delta.com in your browser), Dashlane will fill in the first two fields with your login info. Then the Last Name field will appear. You need to click in the Last Name field to fill this in and log in.

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