Windows Firefox : Key opens a empty grey frame

eThor243 Posts: 7 New Member


I do have frequently this problem : I ask for the Key autofill to open the list of password (ctrl+alt+v) and have a frame opening, but empty.

If I reload my page via Ctrl+R or F5 and re-try, then I have the same frame, but fulfilled with the list of entries I need.

Am I the sole to have this problem, and if not, do anyone has a solution ?


W10 (latest) with Firefox (latest), Key (latest ? (4.9.185)) and Key Plugin (latest ? (1.3.5))


  • Sethu
    Sethu Posts: 724 Moderator

    Hello @eThor243 


    Apologize for the delayed response and thank you for bringing this to our notice, I will sure check this with our backend team and will update  here as soon as possible.


    Have you tried to uninstall and re-install the F-secure KEY?

  • eThor243
    eThor243 Posts: 7 New Member

    Hello Sethu


    It seems to work. What have I made :


    -Deactivate the Key extension in Firefox, and then suppress

    -Uninstall the Key program in Windows

    -Uninstall also the Key UserData 'program' (wich is ?)


    Reboot windows


    -Reinstall Key program

    -Linked with the other Key active in my phone

    -Activated the auto-fill in Key

    -Install the firefox plugin

    -and finally linked the two.


    Thank you !

  • eThor243
    eThor243 Posts: 7 New Member

    Oops, I spoke too quickly...

    Is it possible to 'unresolve' this tread ?

    My machine : w10pro 10.0.17134.590

    F-Secure Key v 4.9.189

    F-Secure Key User Data v

    2019-03-14 14_31_14-Window.pngthe empty frame



  • Sethu
    Sethu Posts: 724 Moderator

    Hello @eThor243 ,


    I have now marked  your post as " Not a solution" and thank you for trying out the steps thus far. I personally tested the latest version of  F-secure KEY, plugin feature with Firfox 64.0.2 (64-bit) and Firefox 65.0.2 (64-bit), but the issue reprodue only if I don't close the tab/browser and keeps trying the same login page again with Firefox browser.


    May I ask you try close and reopen the Firefox and check login page again?


    I am still waiting for the input from our backend team. I will surely keep you updated here.

  • eThor243
    eThor243 Posts: 7 New Member

    Hello Sethu,


    Thanks for the action.


    You are right, I was keeping the web page opened...


    In fact, to be honest, I keep those pages opened between sessions...


    Is this possibility (keep pages between sessions/restore previous session) not functional for Key ?

  • maybe reintsall your browser

  • Sethu
    Sethu Posts: 724 Moderator

    Hello @eThor243 


    Good to know that the shortcuts for Keys appeared as normal by closing and re-opening the Firefox browser. Sometime, the broken cookies, cahce,. can causes the issue while trying to access the login page from quick access in firefox.


    Addition, you can also try disabling the browser extensions i.e ABP addons or other addons that could helps to solve the issue on your end. If issue remain, we would like you to reach our F-secure support for further investigation is needed.


    If we

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