- Checking if your Dashlane Firefox extension is properly installed
- How to reinstall your Dashlane extension
Checking if your Dashlane Firefox extension is properly installed
If Dashlane is working in one browser, but does not seem to work at all in Firefox, or if Dashlane stopped working completely, you may need to check your extensions to make sure Dashlane is properly installed.
In order for Dashlane to operate, you should see a shield icon in your Firefox toolbar, and it should be outlined in the color teal when you are signed in to your Dashlane account.
Here’s what it should look like in Firefox:
If Dashlane's icon is grayed-out, spinning or if there's no icon at all, see the instructions below on how to reinstall your extension, which will usually solve the problem.
First, please first make sure that your extension is active in the add-on / extensions list of your browser. In Firefox, go to Firefox → Add-ons:
If the Dashlane extension is already active, please try to close and reopen Firefox, or to disable and reactivate the extension.
If it still does not work, or if the extension is simply missing from the toolbar, here is how to re-install the Dashlane extension in Firefox.
How to reinstall your Dashlane extension
- Close all your browsers and check in Windows Task Manager (CTRL + SHIFT + ESC) that there are no active processes with your browsers. You could also restart your computer;
- Open Dashlane and go to the Extensions menu
- Choose Uninstall Firefox extension (if you are prompted to Install Firefox extension instead, install it and you are done here).
- Launch Firefox, and close it
- Go back to the Extensions menu, and choose to Install Firefox extension this time.
Note: If you are running Firefox and see the following window when opening Firefox:
Make sure that you click OK to confirm you want to install and enable the Dashlane browser extension. Otherwise, Dashlane will be installed but disabled in Firefox and it will not work.
Open the Dashlane application and select Dashlane → Install Browser Extensions in the menu bar.
Select Manage Firefox extension. This will let you uninstall the extension in Firefox. It will open up Firefox with instructions to remove Dashlane from Firefox. Please follow these instructions: Go to Tools → Add-ons → Extensions and remove the Dashlane extension from there. Please note that if, at this point, you're prompted to install the extension in Firefox instead of uninstalling it, you should proceed to installing the extension directly, and you may then skip the following last paragraph.
After that, please go back to the application and click on Dashlane, then on Manage Firefox Extension, and follow the instructions to install the extension this time.
On Linux and Chromebook
We advise you not to uninstall the extension on Linux and Chromebook except on recommendation of the support team.
Check that Dashlane is working in Firefox
To check that your extension is properly working, please visit Outlook.com or Gmail.com.
You should see two impalas in the login form.
If you do not see anything in the fields, please check that your Dashlane icon is "ON" and refresh the page.
These impalas will be blue if you already have a Microsoft account, or gray if you do not have one. For more about impala colors, please refer to this guide.
Problems with your browser extension?
If Firefox says that Dashlane is incompatible but you're using the latest public release of Firefox, don't worry. You just have to upgrade Dashlane!
You just have to upgrade Dashlane and it should be working. To upgrade Dashlane, open Dashlane and select Tools → Check for Updates.
For Mac OS X
Update on Mac OS X by checking for updates in the Mac App Store or by opening Dashlane and selecting Dashlane → Check for updates in the top bar menu.
Please check your Dashlane icon on your desktop or taskbar. If you see a yellow and blue shield on the icon, that means that it's running in administrator mode and won't be able to communicate with your browsers (if you're running your browsers in non-admin mode).
Or maybe you see this pop-up in your browser, but clicking on it does nothing?
Then you need to do the following steps. Even if you don't see these things, you might want to do the following steps anyway to make sure this isn't the problem.
Simply right-click your Dashlane icon and go to Properties. Then go to the Compatibility tab and make sure you uncheck "Run this program in compatibility mode for" and click on Apply. You might also need to make sure that none of the options in Settings or Privilege Level are checked either. Then restart your computer and launch Dashlane again.
If you need further instructions, please click here: Do I need to run Dashlane in Admin mode
Check that Firefox is not in 32-bit mode
If the Dashlane icon is grayed out in Firefox, this may be that your browser is set to open in 32-bit mode. The 32-bit mode is unfortunately not supported by Dashlane and Firefox must run in 64-bit mode in order to work with Dashlane.
To check that your Firefox application does not open in 32-bit mode:
- Open your Applications folder
- Right-click on the Firefox application in your Finder window
- Select Get Info in the right-click menu
- Make sure the "Open in 32-bit mode" option is not checked
- Restart Firefox