---
title: "ScriptBuilder Extension Policy – Troubleshooting Guide"
slug: "script-builder-browser-issue-troubleshooting-guide"
updated: 2026-11-04T15:06:29Z
published: 2026-11-04T15:06:29Z
canonical: "success.panaya.com/script-builder-browser-issue-troubleshooting-guide"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://success.panaya.com/llms.txt
> Use this file to discover all available pages before exploring further.

# ScriptBuilder Extension Policy – Troubleshooting Guide

ScriptBuilder and Agent automatically detect browser policies that can prevent web recording or playback. If additional setup is needed, an **Additional setup needed** dialog appears when you select Record or Play. Check the items marked **X**; completed items display **✓**. The list updates as each requirement is resolved.

Browser extension connectivity is managed automatically. You do not need to configure BiDi or other extension-installation flags in ScriptBuilder Settings. The browser policies below determine whether additional setup is needed.

## Check your browser policies

Two Google Chrome or Microsoft Edge policies can affect browser automation:

- `ExtensionInstallBlocklist = *` blocks browser extensions from being installed or loaded.
- `BrowserSignin = 2` requires browser sign-in and prevents ScriptBuilder from using a clean temporary profile.

To inspect browser policies, open `chrome://policy` in Chrome or `edge://policy` in Edge. If either policy is enforced, follow the matching setup below.

## Browser policy decision table

| Browser policies | Required action |
| --- | --- |
| Neither `ExtensionInstallBlocklist = *` nor `BrowserSignin = 2` | No additional setup is required. |
| `ExtensionInstallBlocklist = *` only | **Preferred:** IT adds the Panaya extension to `ExtensionInstallForcelist`. **Alternative:** IT adds it to `ExtensionInstallAllowlist`, then the user creates the Panaya user-data folder and installs the extension from the store. |
| `BrowserSignin = 2` only | The user creates a dedicated Panaya user-data folder in ScriptBuilder and signs into the managed browser profile if prompted. |
| Both `BrowserSignin = 2` and `ExtensionInstallBlocklist = *` | IT adds the Panaya extension to `ExtensionInstallForcelist`, **and** the user creates a dedicated Panaya user-data folder. Allowlist alone is not sufficient. |

## When all extensions are blocked

If `ExtensionInstallBlocklist = *` is enabled but `BrowserSignin = 2` is not, choose one of these approaches:

1. **Recommended: ExtensionInstallForcelist.** Ask your IT administrator to add the Panaya extension to the browser's `ExtensionInstallForcelist` policy. No additional action is needed from the user.
2. **Alternative: ExtensionInstallAllowlist and manual setup.** First, ask IT to add the Panaya extension to `ExtensionInstallAllowlist`. **After** IT applies the policy, use **Main menu > Setup Panaya user-data folder** in ScriptBuilder and install the extension from the browser store when the page opens.

If both blocking and forced sign-in policies are enabled, the **Forcelist and the dedicated Panaya user-data folder are both required**. Do not use the Allowlist-only alternative for this combination.

## When browser sign-in is enforced

If `BrowserSignin = 2` is configured, a dedicated Panaya user-data folder is required, even when extensions are not blocked.

### Set up the Panaya user-data folder

1. In ScriptBuilder, open the **main menu** and select **Setup Panaya user-data folder**.
2. In the dialog, click **Launch browser**.
3. Sign in if requested. Otherwise, confirm that the browser profile icon at the top right shows a signed-in user.
4. If an extension store page opens, click **Get** in Microsoft Edge or **Add to Chrome** in Google Chrome.
5. **Close the browser window** to finish the setup. The setup completes only after the browser closes.
6. Try **Record** or **Play** again. If another setup dialog appears, follow the items still marked **X**.

## Panaya extension policy values

For a managed extension, IT should use the relevant extension ID below in the required Forcelist or Allowlist policy:

| Browser | Panaya extension |
| --- | --- |
| Microsoft Edge | `bbejbghccebkkldiblfnmaoojikndnib` |
| Google Chrome | `bhbpajbdlmemfiimcpbemelcoijoiikb;https://clients2.google.com/service/update2/crx` |

For **Chrome ExtensionInstallForcelist**, the extension ID and update URL are one single entry, separated by a semicolon. Do not enter them separately. Ask your IT administrator to apply the policy; then retry recording or playback.

## Understanding the setup dialog

The setup dialog identifies the missing requirement. Depending on your browser policies, it may indicate that the Panaya user-data folder is missing, that the extension is not in `ExtensionInstallForcelist`, or that the extension must be installed in the Panaya browser profile. The checkmarks update as requirements are satisfied.

## If the browser opens but the extension cannot connect

If all required settings are in place but the extension still does not connect, try **Chrome for Testing** when recommended by Panaya Support. If Chrome for Testing does not work or your organization's IT policies do not allow it, [create a troubleshooting ticket](https://success.panaya.com/docs/how-to-create-troubleshooting-ticket-to-panaya) for further investigation.

Include the applicable browser policies, the setup dialog shown, and the items marked X. Multi-user setups in which several users share one machine or profile require a support ticket, as this scenario is not covered by the new setup flow.