How to Reset Protocol Handler on Chrome (VSee doesn't launch from waiting room)

Instructions for resetting the Protocol Handler in Chrome on Windows

The symptoms of this problem are often clear:

- VSee is working if launched normally (e.g. search start menu for VSee and launch, comes up with login window)

- VSee doesn't work when you're in the waiting room or cloud clinic and try to start a session. There is a message 'VSee appears to take longer than normal to launch' or related.

The cause is likely that the user has accidentally selected 'deny' when confronted with the initial launch confirmation dialog by Chrome. Therefore, the VSee app can't launch anymore from the waiting room.

 

Below are the steps that are required to solve this problem.

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, and open the folder User Data.

 Screencap showing where to enter the search string, and the folder to click

 

 

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

 

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 Local State using Notepad.

 Screencap showing Local State file   Screencap showing the Open with window

 

 

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

 Screencap showing the Local State file

 

 

5. Delete true and replace it with false.

 

6. Save the file.

 

7. Re-open the file, and verify that the vsee line has 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  Screen_Shot_2017-03-02_at_10.36.02_PM.png

 

 

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". You should see a line that says "vsee": 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 line has been changed.

 

8. Re-start Chrome.

 

9. Attempt to join your session again.

 

Should you still have problem launching VSee despite doing all the steps mentioned above, please send us an email to support@vsee.com or give us a call at 650 560 7140 

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