Okta IE plugin 5.6.4 & 5.6.3 stopping IE from launching (Not Responding) Skip to main content
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Trish GowensTrish Gowens 

Okta IE plugin 5.6.4 & 5.6.3 stopping IE from launching (Not Responding)

Dell XPS13
Windows 8.1
IE 11 fully up to date
Have tried both plugins and am unable to successfully launch IE.  Have to go via programs and features to uninstall it to make IE open again.

Found a download for 5.5.2 which successfully installed and would launch IE however apps are showing as needing up to date plug in.
Best Answer chosen by Niki (Okta, Inc.) 
BehrouzBehrouz (Okta, Inc.) 
Hi Trish,
The next step you should take on this should be to attempt a clean plugin removal. This would imply deleting the persistent.dat file, prior to reinstalling the agent. After uninstalling, please navigate to <user_home_dir>\AppData\LocalLow\Okta\IE Plugin\persistent_x86.dat and remove the file.

All Answers

Jim KnutsonJim Knutson (Okta, Inc.)
Hello Trish,
  I did a little poking around before replying, I did see a support case that looks to have been closed due to no reply. I suspect the contact information may not be correct for your account, I would advise calling support and confirming your contact information. 1 800 219 0964. Our support team is happy to help you get this resolved as soon as possiable! 

 
Trish GowensTrish Gowens
Jim this is a new issue... we did note that we needed to look in admin centre to see our responses but I believe your replies to previous cases had resolved those particular issues.  Other users were windows 10...this was windows 8.1....  As it is we've persuaded the user to take the free Win10 upgrade so will see if that provides an indirect resolution later today.
Trish GowensTrish Gowens
Okay to confirm we still have an issue in Windows 10....
We have repeated all actions that we did in 8.1

Reset IE11 under internet options advanced tab - (With all addon disables it launches sucessfully)
Removed add on via control panel and reinstalled from okta 5.6.4 - once enabled again IE immediately fails to load.
Have used turn off windows features and removed and added back IE11 (again it launches but that's because the addons are disabled) Crashes occur again as soon as enabled.

Do you have any other fixes or plugin versions I could try please?
BehrouzBehrouz (Okta, Inc.) 
Hi Trish,
The next step you should take on this should be to attempt a clean plugin removal. This would imply deleting the persistent.dat file, prior to reinstalling the agent. After uninstalling, please navigate to <user_home_dir>\AppData\LocalLow\Okta\IE Plugin\persistent_x86.dat and remove the file.
This was selected as the best answer
Trish GowensTrish Gowens
Thank you I will try this when the user is next in the office with their machine and feedback.
Trish GowensTrish Gowens
Apologies for the delay the user was in the office today and we implemented this fix and can confirm it worked.  Thank you for the assistance.