Chrome: App is installed, but nothing happens when I click "Connect" or "Enter Waiting Room"

Support Center > Troubleshooting Connection Issues

Published 07/14/2017 at 9:54pm UTC

Page viewed 3909 times

Symptom

Chrome's External Protocol Request may be the source of your issue if

  • you can join sessions in browsers other than Chrome.
  • you have successfully downloaded and installed Zoom or VSee. (If you haven't or are not sure, see this article.) 

Possible Causes

When you attempt to enter a waiting room or join a participant to a session, SecureVideo launches our videoconferencing application Zoom or VSee for you. However, if you're using Chrome, your browser will ask you to confirm that you want to launch the application, as a security measure. The window looks like this: 

 Screencap showing Chrome's External Protocol Request         

       Zoom

If you click Launch Application, or Open URL:VSee Protocol or Open URL:Zoom Protocol Chrome will allow you to proceed. However, if you click Do Nothing, or Dont Open Chrome will remember your preference and you will not be able to use Chrome for your SecureVideo sessions.

 

If you have accidentally clicked Do Nothing, or Don't Open here are instructions for resetting Chrome.  

Resolution

 

 

Instructions for resetting Chrome on Windows

1. Quit Chrome (or else none of these changes will save!).

  • Important: Check in the System Tray that Chrome is not allowed to run in the background, or the changes will not save even though Chrome is not actively open. 

 

2. From your Start menu, search for %LOCALAPPDATA%\Google\Chrome\User Data\Default and open the folder Default.

 user data

 

 

If using a file path, open a folder for your C: drive, then Users -> (your user profile name) AppData -> Local -> Google -> Chrome -> User Data -> Default -> Preferences 

 

AppData is often a hidden folder, so be sure you can view "Hidden Items" if you will be looking for the file through your directory. (Click on the "View" tab and make sure the box next to "Hidden Items" is checked.)

View Hidden Items

 

 

3. Open the file Preferences using Notepad.

 preferences

 

 

4. Within the file, hit the keys Control and F to search for "vsee" or "Zoom". You should see a line that says "vsee": true or for Zoom it will show "Zoom": true

 vsee true        

 

 

5. Delete true and replace it with false.

 

6. Save the file.

 

7. Re-open the file, and verify that the vsee and zoom lines have been changed.

 

8. Re-start Chrome.

 

9. Attempt to join your session again.

 

 

 

Instructions for resetting Chrome on Macs

1. Quit Chrome (or else none of these changes will save!).

 

2. You will need to find and open the file Local State. Open a Finder window, and go to Library -> Application Support -> Google -> Chrome, and find the file Local State.

  • On a Mac OS X 7 (Lion) or later: the Library folder may be hidden. To find it, right click on the Finder icon and select Go to Folder... enter "Library". 

Screencap showing Finder window, right-clicked  Screencap showing field to enter "Library" into

 

  • On Yosemite if the library is hidden, you may need to follow these steps:

In the Finder menu, choose "Go", then select "Home"

Finder - Go


Next, in the Finder menu, choose "View", then "Show View Options"

Finder - View

 

Make sure "Show Library Folder" is checked then click "Use as defaults"

Show library folder

 

3. Once you've found the file Local State, double-click to open it using TextEdit.

 Screencap showing the string of folders

 

 

4. Within the file, hit the keys Command (the Apple key) and F to search for "vsee" or "Zoom". You should see a line that says "vsee": true or for Zoom it will show "Zoommtg": true

 Screencap showing Local State file contents  

 

5. Delete true and replace it with false.

 

6. Save the file.

 

7. Re-open the file, and verify that the vsee and zoom lines have been changed.

 

8. Re-start Chrome.

 

9. Attempt to join your session again.

 

 

This article was last reviewed by our Support team on July 6, 2017.