Troubleshooting

The sections below cover 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 Work Only Intermittently (Both Versions Installed)

If technical names only show after refreshing or retrying a slash command, and other features respond intermittently, check whether both the standard and OnPrem extensions are installed and conflicting on the same page. Keep just one: remove or disable the standard version (OnPrem also runs on service-now.com).

See the full guide: Running both versions →

Features Missing or Not Working After an Update or Setting Change

SN Utils updates install in the background, and most settings are applied when a page loads. Browser tabs that were already open keep running the previous code or settings until they are reloaded.

1. Reload affected tabs: Refresh the open ServiceNow tab(s) after the extension updates or after changing a setting
2. Check feature settings: Verify the relevant option on the Manage page, then reload
3. Check the changelog: Some features may have moved or been renamed
4. Restart the browser: If something still looks off, fully quit and reopen the browser

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)

Browser Asks for a Username and Password When Opening the Popup

If your instance sits behind HTTP basic authentication and the browser shows its native login dialog when you open the SN Utils popup, this is a known issue we are still investigating. A full browser restart has helped some users as a workaround.

See the full guide: Basic-Auth Login Prompt →

API-Dependent Features Not Working on Some Instances

SN Utils authenticates its API requests with ServiceNow's per-session secure token (g_ck), and deliberately skips API calls on pages where no token is available: this avoids authentication errors and browser login prompts.

If features that talk to the instance API (such as the InstanceTag clock's timezone auto-detection) don't work on a particular instance, the instance may be running with glide.security.use_csrf_token set to false, which can leave pages without a session token.

Recommendation: Keep glide.security.use_csrf_token set to true (the ServiceNow default). It is part of ServiceNow's Instance Security Hardening guidance, classified as mandatory: disabling it exposes the instance to Cross-Site Request Forgery attacks. Changing it requires the security_admin role via System Properties (/sys_properties_list.do). For the InstanceTag clock specifically, you can always set the timezone manually in the per-instance settings as a workaround.

Node Switching Not Working

Node switching (the Nodes tab in the popup) works through the load balancer's session routing, so whether it works depends entirely on how your instance's load balancer is set up. Standard ServiceNow cloud configurations are supported; OnPrem instances and custom load balancers may behave differently. Recent Safari versions support the required cookies API, but node switching may still be less reliable there than in Chrome, Edge, or Firefox.

If node switching doesn't work on your instance, you can open a support ticket with your troubleshooting results, including instance type (cloud or OnPrem), browser, and what happens when you try to switch. We'll take a look, but since this depends on infrastructure outside the extension's control, we can't guarantee we can make it work for every setup.

Getting Help

Before opening an extension bug report, complete Before Reporting a Bug and include your test results. Then open a support ticket with the reproduction steps, browser and instance comparisons, and console output. Keep follow-up results in the same ticket.

For billing, account access, or feature requests, open a support ticket directly. If you cannot sign in, email support@snutils.com.

Reference Pages

• Keyboard Shortcuts: Complete reference of all keyboard shortcuts
• SN Utils Does Not Run: Detailed troubleshooting for OnPrem instances