Troubleshooting

When the extension doesn’t appear or shows a red status, walk the install chain in order: policy applied → manifest reachable → .crx reachable → browser picks it up. The first broken link is your culprit.

Step 1 · Browser policy verification

Visit chrome://policy, edge://policy, or brave://policy and search for “Quilr” or the extension ID piajhjohgigijkddhdpgbjdcfhmammbk. You should see:

• An ExtensionSettings or ExtensionInstallForcelist entry
• The tenant update URL https://quilr-extensions.quilr.ai/<TENANT-ID>/manifest.xml
• Status column showing OK

If missing: reload policies, restart the browser, sync your MDM (Intune / ManageEngine), or run gpupdate /force for GPO environments.

Read the Status column carefully — it tells you exactly what is wrong:

Step 2 · Manifest reachability

$tid = '<TENANT-ID>'
Invoke-WebRequest "https://quilr-extensions.quilr.ai/$tid/manifest.xml" |
  Select-Object StatusCode, RawContentLength

TENANT_ID="<TENANT-ID>"
curl -fsSL "https://quilr-extensions.quilr.ai/${TENANT_ID}/manifest.xml" | head -3

Step 3 · .crx package validation

The manifest’s codebase points to https://quilr-extensions.quilr.ai/<TENANT-ID>/vanguard.crx. HEAD it:

TENANT_ID="<TENANT-ID>"
curl -sI "https://quilr-extensions.quilr.ai/${TENANT_ID}/vanguard.crx" \
  | grep -iE 'HTTP/|content-type|content-length'

Step 4 · Extension still not appearing

When policy, manifest, and .crx all validate but the extension is absent:

• Restart the browser completely
• Edge: go to edge://policy/, reload, close all windows, relaunch
• Chrome: enable Developer mode, click Update, then reload policies

Step 5 · Extension visible but popup is red / yellow

Step 6 · File-upload issues — check the upload log

When a user uploads a file to an AI tool (drag-and-drop into ChatGPT / Claude / Copilot, etc.) but the upload event never shows up in the Quilr console, the extension picked the event up locally but the native-agent upload pipe choked. The per-user upload log captures every attempt — success or failure.

Open the most recent .log in the directory and grep for the upload attempt. Most failures fall into one of three buckets:

# Tail the most recently-modified log in the upload-log directory
$dir = "$env:APPDATA\sentinel\logs"
Get-ChildItem $dir -File | Sort LastWriteTime -Desc | Select -First 1 |
  ForEach-Object { "==> $($_.FullName)"; Get-Content $_.FullName -Tail 200 }

tail -n 200 "$(ls -t ~/Library/Logs/sentinel/*.log 2>/dev/null | head -1)"

Step 7 · Deep dive — inspect the extension service worker

When the symptom doesn’t fit any of the above patterns — everything “looks” installed but the extension misbehaves quietly — the next stop is the Quilr extension’s own background service worker. It logs every API call, every native-agent ping, and every DLP verdict. The Console tab tells you why; the Network tab tells you where.

Opening the service worker DevTools

1. Visit chrome://extensions (or edge://extensions / brave://extensions).
2. Toggle Developer mode on (top-right).
3. Find the Quilr row (ID piajhjohgigijkddhdpgbjdcfhmammbk).
4. Click Inspect views: service worker — this is the link directly under the extension name on Chrome MV3.
5. A new DevTools window opens scoped to the background service worker. Most useful surfaces: Console + Network.

Console — what a healthy startup looks like

Within ~5 seconds of opening the inspector, you should see these lines in order. Anything missing here points to the failure mode on the right.

Console — failure lines and what they mean

Network — the API calls you should see

In the same DevTools window, switch to the Network tab. The service worker continues making calls in the background — you don’t need to click anything on the page. Filter by /browser-extension/, /api/, /dlp/, or /playbook-service/ to see only the Quilr traffic.

Native-messaging port — the silent one

The WebExtension ↔ native-agent channel is not HTTP — it’s a Chrome native-messaging port and won’t appear in the Network tab. The Console tab is the only place to confirm it:

• Port name: com.quilr.sentinel.native
• Healthy: a ping → pong handshake at startup, with the agent version echoed in data.
• Broken: chrome.runtime.lastError set immediately, plus the NativeAgentService: Failed to connect error above.

Escalation

Contact support@quilr.ai with screenshots of the policy pages, your curl / PowerShell command outputs, and your OS, browser, and MDM platform. You can also use the “Report a Bug” link in the extension popup.