Support Guide

Troubleshooting

All Platforms

Having issues with your Ghostery deployment? This guide covers common problems and their solutions.

Verification Commands

Use these browser URLs to verify policy application:

Common Issues

Extension Not Installing

Symptoms: Policy shows in browser policy page but extension is not visible.

Possible causes:

• Incorrect Extension ID: Verify you're using the correct ID for each browser
  • Chrome: mlomiejdfkolichcflejclcbmpeaniij
  • Edge: fclbdkbhjlgkbpfldjodgjncejkkjcme
  • Firefox: firefox@ghostery.com
• Incorrect Update URL: Ensure you're using the correct store URL
• Network Blocking: Verify the device can reach the extension store
• Conflicting Policies: Check for extension blocklist policies that might prevent installation

Solution: Check chrome://policy (or equivalent) for any error messages next to the policy. Click "Reload policies" and restart the browser.

Policy Not Appearing

Symptoms: Expected policy doesn't show on the policy page.

Possible causes:

• GPO not applied: Run gpupdate /force on Windows
• MDM sync pending: Force sync from Intune/JAMF console or device
• File permissions: On Linux/macOS, ensure policy files are readable
• JSON syntax error: Validate your JSON configuration

Windows GPO verification:

gpresult /r /scope computer

Managed Storage Settings Not Applied

Symptoms: Extension installs but configuration (disableOnboarding, etc.) doesn't take effect.

Possible causes:

• Wrong registry path: Verify the path matches your browser and extension ID exactly
• Wrong data type: Boolean values should be REG_DWORD (not strings)
• Firefox manifest location: Check the managed storage manifest is in the correct directory

Chrome managed storage verification:

1. Navigate to chrome://extensions
2. Enable "Developer mode"
3. Find Ghostery and note the ID matches your policy
4. Check chrome://policy for the 3rdparty extension settings

Extension Disabled After Update

Symptoms: Extension was working but became disabled after browser or extension update.

Possible causes:

• Manifest V3 transition: Older policies may need updating
• Extension ID changed: Rare, but verify you're using current IDs
• Corrupted profile: Try with a fresh browser profile

Firefox Specific Issues

policies.json Not Working

• Verify the file is in the correct location (varies by installation method)
• Check file permissions (should be readable by all users)
• Validate JSON syntax using a JSON validator
• Firefox ESR vs regular Firefox may have different policy locations

Managed Storage Not Recognized

On Windows, verify the registry key path:

HKEY_LOCAL_MACHINE\SOFTWARE\Mozilla\ManagedStorage\firefox@ghostery.com

The default value should be the full path to your JSON manifest file.

Log Locations

Windows Event Logs

• Group Policy: Event Viewer → Windows Logs → System (filter for GroupPolicy)
• Intune: Event Viewer → Applications and Services Logs → Microsoft → Windows → DeviceManagement-Enterprise-Diagnostics-Provider

macOS Logs

log show --predicate 'subsystem == "com.apple.ManagedClient"' --last 1h

Network Requirements

Ensure these URLs are accessible from managed devices:

Still Having Issues?

When contacting support, please include:

• Browser name and version
• Operating system and version
• Deployment method (GPO, Intune, JAMF, etc.)
• Screenshot of the policy page (chrome://policy, etc.)
• Any error messages from the policy page or event logs
• Your policy configuration (with sensitive values redacted)