Troubleshoot Prismara Prism

Cause: Your vault is locked, the extension doesn’t have permission on the site, the saved sign-in is for a different address, or the site builds its sign-in form in an unusual way.

Resolution:

1. Select the Prism icon in your browser’s toolbar. If it shows Unlock your vault, unlock it and reload the page.
2. In Safari, check that Prism is allowed on the site: Safari > Settings > Extensions > Prismara Prism.
3. Check that the saved item’s Websites list includes the address in your browser’s address bar. To fix it, see A sign-in is saved under the wrong website address.
4. If suggestions still don’t appear, select the Prism icon, find the item and select Fill.
5. If the site uses a separate page for the password, select the password box and choose the sign-in again.

Cause: Prism locks after a period of inactivity, when you lock your computer, or when your browser restarts. It signs out when your Prismara sign-in expires or your administrator signs you out.

Resolution:

1. If it shows Unlock your vault, unlock it with your usual method.
2. If it shows Sign in with Prismara, select it and sign in with your Prismara account. See Sign in to Prismara.
3. If you can’t sign in to Prismara at all, see Troubleshoot sign-in and access.
4. If you forget how to unlock your vault, ask your administrator; recovery depends on your organisation’s settings.

Cause: The share hasn’t reached your vault yet, it was shared with a different account or a group you aren’t in, or your access was removed.

Resolution:

1. Lock and unlock Prism to refresh your vault.
2. Look under Shared with me and in each collection in the sidebar, and use search.
3. Check that you’re signed in with your work Prismara account.
4. Ask the person who shared the item to open it, select Share and check your name or group is listed.
5. If the item is in a collection, ask your administrator to check you have access to the collection in Prism admin settings > Collections.

Cause: One of them hasn’t refreshed since a change was made, they’re signed in with different accounts, or they aren’t connected to each other.

Resolution:

1. In the desktop app and the extension, check the account shown under your profile picture is the same.
2. In the desktop app, select Sync now from the profile menu. In the extension, lock and unlock your vault.
3. In the desktop app, select Settings > Browser integration and check Connect browser extensions is on and your browser is listed.
4. Check both are up to date. In the desktop app, select About > Check for updates. Browsers update extensions automatically, but you can restart the browser to apply an update.

Cause: You signed in through a different page from the one you use every day, such as a single sign-on page or a redirect, so Prism saved that address.

Resolution:

1. Open the item in Prism and select Edit.
2. Under Websites, correct the address or select Add website to add the address you normally use, for example https://login.contoso.example.
3. Remove addresses that don’t belong to the service, then select Save.
4. Go to the site again and check Prism suggests the sign-in.

Cause: Your vault locks after a period of inactivity, and when your computer locks or sleeps. Your organisation sets the longest time allowed.

Resolution:

1. In the extension or desktop app, select Settings > Security > Lock after and choose a longer time if your organisation allows it.
2. Set up passkey or biometric unlock so unlocking is quicker: Settings > Security > Unlock with passkey.
3. Connect the desktop app and browser extension so you only unlock once. See Install the Prism desktop app.
4. If the setting can’t be changed, it’s managed by your organisation. Ask your administrator.