Error connecting the browser extension to MySafe

  • 2 minute(s) read

This document provides guidance on resolving common issues when trying to connect the browser extension to MySafe. Each issue is described with an error message, possible causes, and recommended solutions. Follow the step-by-step instructions to troubleshoot the problem.

Problem overview

Problem Error message Main cause Solution
Problem 1 “It’s not possible to reach your Segura instance, please make sure you’re connected to internet and have access to your Segura instance.” No connection to the Segura server. Incorrect configuration of the base URL in MySafe. Self-signed certificate on the Segura server. Solution 1 Solution 2 Solution 3
Problem 2 “An unexpected error occurred, please try again in a few moments or contact our support team.” Incorrect URL configured in Orbit Server Manager. Solution 4
Problem 3 “Invalid code” Application incorrectly created as mobile app type. Solution 5

Solutions

Solution 1: Verify connection to Segura

Ensure that the device has a stable connection to the Segura server.

Step completion: after checking the connection stability, try connecting the extension to MySafe again. If the error persists, proceed to the next solution.

Solution 2: Review system settings

  • Prerequisites: Segura instance administrator permission.
Attention

Ask the administrator to check system settings and your access permissions.

  1. In the Products menu, go to MySafe > Global administration > Sharing options.

    1. Enter an email for notifications related to MySafe.
    2. In Base URL, enter the MySafe vault URL without the https://.
      Example: company.mt4.com
    Info

    The other fields on this screen are related to the External sharing feature, available only for the web version. More information in How to configure MySafe.

Step completion: after configuring the base URL, try connecting the browser extension to MySafe again. If the error persists, proceed to the next solution.

Solution 3: Configure the browser for self-signed certificates

  1. If the Segura server is using a self-signed certificate, close the browser and launch it with the --ignore-certificate-errors flag. For example, if you’re using Google Chrome, launch the browser with chrome.exe --ignore-certificate-errors.

Step completion: after restarting the browser with the correct configuration, try connecting the browser extension to MySafe again. If the error persists, proceed to the next solution.

Solution 4: Check settings in Orbit Server Manager

  • Prerequisites: Segura instance administrator permission.
Attention

Ask the administrator to check the Orbit Server Manager settings.

  1. In Orbit Server Manager, go to Settings > Application.
  2. Check if the application URL is configured correctly.
    1. If necessary, click Edit in the upper-right corner and adjust the URL.

Step completion: after correcting the application URL, try connecting the browser extension to MySafe again. If the error persists, proceed to the next solution.

Solution 5: Check the created application type

  1. In MySafe > Mys apps, click Add.
  2. In Application type*, select Extension.
  3. Click Save.

Step completion: after checking and correcting the application type, try connecting the browser extension to MySafe again.
If the error persists after following the instructions, contact technical support for further assistance.