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Troubleshooting

Common issues, solutions, and keyboard shortcuts reference for SN Utils.

Having trouble with SN Utils? This section covers the most common issues and their solutions.

Common Issues

SN Utils Does Not Run

If you see the message "SN Utils does not run on the current page!", you're likely using the standard extension on a non service-now.com domain.

Solution: Install the OnPrem version of the extension, which supports custom domains.

See the full guide: SN Utils Does Not Run →

Extension Not Appearing

If SN Utils features don't appear after installation:

  1. Check the URL — Make sure you're on a ServiceNow instance (ends with .service-now.com or your custom domain for OnPrem)
  2. Reload the page — Some features require a page refresh after installation
  3. Check extension permissions — Open your browser's extension settings and verify SN Utils has access to the current site
  4. Disable conflicting extensions — Other ServiceNow extensions can sometimes conflict

Features Missing After Update

If features disappeared after a browser or extension update:

  1. Check the changelog — Some features may have moved or been renamed
  2. Clear extension cache — On the Manage page, go to Settings > Advanced and use the reset option
  3. Re-enable settings — Some settings may reset to defaults after major updates

Cloud Sync Not Working

If your data isn't syncing across devices:

  1. Check your connection — Open the popup and verify you see a green connected status
  2. Force a sync — Click the sync button on the Manage page
  3. Check your subscription — Cloud sync requires an active Pro subscription
  4. Different accounts — Make sure you're signed into the same SN Utils account on both devices

Sidekick Won't Open

Sidekick requires the Document Picture-in-Picture API:

  1. Check your browser — Chrome or Edge version 116 or later is required
  2. Check pop-up blockers — Some ad blockers or pop-up blockers can prevent the PiP window
  3. Try another tab — Close all Sidekick windows and try opening from a fresh tab

Slash Commands Not Responding

If the slash command bar doesn't open when you type /:

  1. Check the location — Slash commands open from the ServiceNow filter navigator
  2. Check for focus — Click on the filter navigator first, then type /
  3. Check settings — Make sure slash commands are enabled on the Manage page (Settings tab)

Getting Help

If your issue isn't listed above:

  1. Check the docs — Browse the Extension Guide for feature-specific information
  2. Contact support — Pro users can email support for priority assistance
  3. Community — Join the SN Devs Slack community for help from other users

Reference Pages