Labels that are required in our Google Drive environment show as "Couldn't load labels. Try again." but work in private window
This issue only occurs for users using Firefox. When creating a document in our company's Google Drive environment there is a required Data Classification label that must be applied to documents and users are prompted with "To comply with policies, fill in missing fields.Fill in required fields." but when they click to apply the label the labels fail to load and they receive "Couldn't load labels. Try again." This only happens in Firefox, no other browser, but works in a Firefox private window. A fresh install of Firefox vs one that has add-ons or customization behaves the same. I'm sure it's just some setting that needs to be changed but we've been unable to figure out what tweak is needed.
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You can check for issues with Total Cookie Protection.
- https://support.mozilla.org/en-US/kb/total-cookie-protection-and-website-breakage-faq
- https://support.mozilla.org/en-US/kb/introducing-total-cookie-protection-standard-mode
If you use extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) that can block content (Adblock Plus, NoScript, DuckDuckGo PE, Disconnect, Ghostery, Privacy Badger, uBlock Origin) always make sure such extensions do not block content.
- make sure your extensions and filters are updated to the latest version
- https://support.mozilla.org/en-US/kb/troubleshoot-extensions-themes-to-fix-problems
Firefox shows a purple shield instead of a gray shield at the left end of the location/address bar in case Enhanced Tracking Protection is blocking content.
- click the shield icon for more detail and possibly disable the protection
You can check the Web Console for relevant-looking messages about blocked content.
- https://support.mozilla.org/en-US/kb/enhanced-tracking-protection-firefox-desktop
- https://support.mozilla.org/en-US/kb/smartblock-enhanced-tracking-protection
- https://support.mozilla.org/en-US/kb/trackers-and-scripts-firefox-blocks-enhanced-track
You can try these steps in case of issues with webpages:
You can reload webpage(s) and bypass the cache to refresh possibly outdated or corrupted files.
- hold down the Shift key and left-click the Reload button
- press "Ctrl + F5" or press "Ctrl + Shift + R" (Windows,Linux)
- press "Command + Shift + R" (Mac)
Clear the Cache and remove the Cookies for websites that cause problems via the "3-bar" Firefox menu button (Settings).
"Remove the Cookies" for websites that cause problems:
- Settings -> Privacy & Security
Cookies and Site Data: "Manage Data"
"Clear the Cache":
- Settings -> Privacy & Security
Cookies and Site Data -> Clear Data -> [X] Cached Web Content -> Clear
- https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox
- https://support.mozilla.org/en-US/kb/how-clear-firefox-cache
Start Firefox in Troubleshoot Mode to check if one of the extensions ("3-bar" menu button or Tools -> Add-ons -> Extensions) or if hardware acceleration or if userChrome.css/userContent.css is causing the problem.
- switch to the DEFAULT theme: "3-bar" menu button or Tools -> Add-ons -> Themes
- do NOT click the "Refresh Firefox" button on the Troubleshoot Mode start window
Unfortunately none of the suggestions above worked for us. The only way to get the Labels to work in Firefox is in a Private Window.
Another could be it's not compatible with the Firefox browser and is more setup for Chrome usage. Sometimes specific server as Google Drive works better when using Chrome instead since that is integrates better with Chrome since it was most likely written for a Chrome Browser environment since they have more funding to support and staffing to implement it with Chrome. But that just my experiences using it.
Hmm, usually the only relevant differences between regular and private windows are:
(A) Private windows have an independent web content cache and cookie jar/local storage repository
(B) Some of your add-ons might not be enabled to run in private windows -- the Troubleshoot Mode test should have ruled this out as a factor
Private windows may be more strict in relation to:
- Enhanced Tracking Protection - Standard mode only blocks certain tracking content in private windows
- Forcing HTTPS connections (HTTPS First mode enabled even if HTTPS Only mode is not enabled)
I'm sure there are other differences that aren't coming to mind.
You can check the Web Console for relevant-looking messages.