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My Dashlane Extension is grayed out. It will not turn green. I think this happened after I updated to the 64 bit version?

Posted

My Dashlane extension is not working. I have everything from deleting it and reinstalling it and nothing seems to work. It shows up in the bar but it is grayed out. I am not sure if it started right after I updated to the 64 bit version or not but I did just recently updated the Firefox version.

My Dashlane extension is not working. I have everything from deleting it and reinstalling it and nothing seems to work. It shows up in the bar but it is grayed out. I am not sure if it started right after I updated to the 64 bit version or not but I did just recently updated the Firefox version.

Chosen solution

Have you checked with their support? It may not be compatible with 64.

Read this answer in context 2

Additional System Details

Installed Plug-ins

  • Shockwave Flash 20.0 r0
  • 5.1.40416.0

Application

  • User Agent: Mozilla/5.0 (Windows NT 6.1; Win64; x64; rv:43.0) Gecko/20100101 Firefox/43.0

More Information

FredMcD
  • Top 10 Contributor
4272 solutions 59923 answers

Chosen Solution

Have you checked with their support? It may not be compatible with 64.

Have you checked with their support? It may not be compatible with 64.

Helpful Reply

I just switched back to the 32 bit and it worked. I think your were right. It is probably not compatible with 64. Thanks.

I just switched back to the 32 bit and it worked. I think your were right. It is probably not compatible with 64. Thanks.
rasthook 0 solutions 1 answers

Helpful Reply

I have had the same issue on multiple computers. Once Firefox is updated then Dashlane will not work anymore. I paid for the premium version for a year and contacted their support multiple times but no solution was ever produced. This is why I cancelled the service, I cannot possibly stop updating the browser so Dashlane would continue to work.

The only solution I found is to remove the add-on, uninstall from the Dashlane Dashboard Extensions menu, and restart the computer. Once this done, install the Dashlane add-on again and activate in the browser. Restart the computer and it should work. In some instances, I had to repeat the process multiple times until it worked. I also tried removing from the registry and installing fresh and it worked. Remember, once you update the browser, all is lost again.

This is definitely an annoying problem and has probably cost Dashlane lots of Premium clients.

I have had the same issue on multiple computers. Once Firefox is updated then Dashlane will not work anymore. I paid for the premium version for a year and contacted their support multiple times but no solution was ever produced. This is why I cancelled the service, I cannot possibly stop updating the browser so Dashlane would continue to work. The only solution I found is to remove the add-on, uninstall from the Dashlane Dashboard Extensions menu, and restart the computer. Once this done, install the Dashlane add-on again and activate in the browser. Restart the computer and it should work. In some instances, I had to repeat the process multiple times until it worked. I also tried removing from the registry and installing fresh and it worked. Remember, once you update the browser, all is lost again. This is definitely an annoying problem and has probably cost Dashlane lots of Premium clients.

Modified by rasthook

FredMcD
  • Top 10 Contributor
4272 solutions 59923 answers

I suggest you remove Dashlane. Contact their support and wait for an update.

I suggest you remove Dashlane. Contact their support and wait for an update.
jscher2000
  • Top 10 Contributor
8799 solutions 71970 answers

Hi rasthook, I wonder whether it's also possible that an extensions-related settings file has become corrupted. The next time, do you want to try this:

Open your current Firefox settings (AKA Firefox profile) folder using either

  • "3-bar" menu button > "?" button > Troubleshooting Information
  • (menu bar) Help > Troubleshooting Information
  • type or paste about:support in the address bar and press Enter

In the first table on the page, click the "Show Folder" button. This should launch a new window listing various files and folders in Windows Explorer.

Leaving that window open, switch back to Firefox and Exit, either:

  • "3-bar" menu button > "power" button
  • (menu bar) File > Exit

Pause while Firefox finishes its cleanup, then rename any of these files that you find:

  • compatibility.ini to something like compatibility-old.ini
  • extensions.ini to something like extensions-old.ini
  • extensions.json to something like extensions-old.json
  • extensions.sqlite to something like extensions-old.sqlite (might not exist depending on how long you've been using this settings folder)

When you start Firefox back up again, it should explore your profile folder, other folders, and the Windows registry to rebuild the list. It probably will ask you to approve some of the extensions. Once things settle down, could you check the Add-ons page to confirm that Dashlane is enabled and test whether it works?

Hi rasthook, I wonder whether it's also possible that an extensions-related settings file has become corrupted. The next time, do you want to try this: Open your current Firefox settings (AKA Firefox profile) folder using either * "3-bar" menu button > "?" button > Troubleshooting Information * (menu bar) Help > Troubleshooting Information * type or paste about:support in the address bar and press Enter In the first table on the page, click the "Show Folder" button. This should launch a new window listing various files and folders in Windows Explorer. Leaving that window open, switch back to Firefox and Exit, either: * "3-bar" menu button > "power" button * (menu bar) File > Exit Pause while Firefox finishes its cleanup, then rename any of these files that you find: * '''compatibility.ini''' to something like compatibility-old.ini * '''extensions.ini''' to something like extensions-old.ini * '''extensions.json''' to something like extensions-old.json * '''extensions.sqlite''' to something like extensions-old.sqlite (might not exist depending on how long you've been using this settings folder) When you start Firefox back up again, it should explore your profile folder, other folders, and the Windows registry to rebuild the list. It probably will ask you to approve some of the extensions. Once things settle down, could you check the Add-ons page to confirm that Dashlane is enabled and test whether it works?