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. To check the browser's own policy page for the block, see the "Check whether a browser policy blocks the SidePanel extension" article.
Make sure the extension is up to date
Fixes to the browser extension ship as new versions in the Chrome Web Store. Chrome and Edge install them on their own, but not straight away, so for a while after a release some people in your team can be on the new version while others are still on the old one. If the panel works for a colleague on the same page and not for you, check this first.
- Type
chrome://extensionsin Chrome oredge://extensionsin Edge in the address bar, and press Enter. - Switch on Developer mode. The version number now shows on the Tekst extension.
- Compare it with the version of a colleague for whom the panel works. If yours is lower, select Update, which appears once Developer mode is on.
- Reload the tab you are working in and open the panel again.
You can switch Developer mode off again afterwards. It only changes what the extensions page shows.
If Developer mode is not available to you, remove the extension and add it again from the Chrome Web Store, which always installs the latest version. If your organization installs the extension for you, ask your IT team to update it instead.
"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.
On a Salesforce case: check your Salesforce language
On a Salesforce case, the extension identifies the case by its case number, which it reads from the browser tab title and the Case Number field. It recognizes these when Salesforce is set to English, Spanish, or German. In any other language, the panel stays on No conversation selected, even with a case open.
To work around it, switch your own Salesforce language to one of these. Select your profile picture in the top right of Salesforce, select Settings, and under My Personal Information open Language & Time Zone. Changing the language there only affects your own account, not the rest of your organization.
If your team works in Salesforce in another language, contact our support team at support@tekst.com to request support for it.
Spanish and German were added in a recent update of the extension. If your Salesforce is in Spanish or German and the panel still does not pick up the case, update the extension first, as described above.
"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://app.tekst.ai, https://auth.tekst.ai, 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 extension loads the panel's content from app.tekst.ai and signs you in through auth.tekst.ai. For its data, the panel uses one of the two API addresses 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, the extension version, and exactly what the panel shows. On a Salesforce case, also tell us which language your Salesforce is set to.
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