This article covers the Sidepanel browser extension failing to open, failing to recognize the page you are on, or sending you back to the login screen. If you use the Sidepanel as an Outlook add-in instead, see The Sidepanel does not load in the Outlook app.
If the panel opens and works but does not show the approval or content you expect, that is a different problem. See The Sidepanel is empty or an approval is missing.
Nothing loads at all
Confirm you are on a recent version of Google Chrome or Microsoft Edge. Older versions, Firefox, and Safari are not supported.
If the extension is missing entirely, or the install was refused, your organization may be blocking it. See When IT policy blocks the Sidepanel.
"No conversation selected" keeps showing
The extension recognizes the page but has not identified an item on it yet. This is normal while a page is still loading, and it is also what you see on pages that are not a single item - a Salesforce list view, for example, or a record type the extension does not recognize.
Open an individual conversation, case, or ticket. If the panel stays on this message for an item you know is supported, reload the tab and reopen the panel.
"Could not detect page context"
The extension does not recognize this page at all. Check that you are on one of the supported tools:
- Outlook on the web
- Salesforce cases
- SAP Service Cloud v1 tickets
If it is a platform your team needs, flag it with your account team. Customer requests drive which platforms get added next, so it is worth raising even if you assume someone else already has.
The panel shows the login screen again
Your session expired or you were signed out. Nothing loads until you sign in again.
Make sure you pick the right method: Log in for username and password, Log in via SSO with your organization's subdomain for single sign-on. See Set up the Sidepanel as a browser extension for the sign-in details.
The panel cannot reach Tekst
Check that https://api.tekst.ai and https://api.tekst.com load in a normal browser tab and are not blocked by a firewall, proxy, or content filter. The panel uses one of the two depending on how it was served, so both need to be reachable.
If the panel works on one network and not another, or only off the VPN, see The Sidepanel does not load on your network.
Still stuck?
Contact support@tekst.com and mention that you are using the browser extension, your browser version, and exactly what the panel shows.
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