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Troubleshoot Image and Video Blurring issues

Updated

This article outlines steps you can try if you experience issues with Image and Video Blurring.

  Tip

If some images and videos blur but others don’t, try adjusting the Sensitivity level.

1: Check device and OS compatibility

Ensure the device and browser support Image and Video Blurring.

2: Check your Extensions

  1. Ensure you have Cloud Filter Extension deployed to your Windows and ChromeOS devices. Fix any Cloud Filter Extension errors.
  2. Ensure the Image and Video Blurring Extension is on. Open your browser on the device and open your extension manager to ensure Content Aware appears in the list and is turned on.

3: Reset your settings

  1. Sign in to Cloud Portal, and go to Filter > Content Aware.
  2. Clear all the checkboxes and select Save changes on all three tabs.
  3. Wait a few minutes, then reapply your settings and select Save changes again.

4: Contact Support

Create a ticket and include the following information:

  • Are you experiencing issues on-network or off-network?
  • What specifications does the device have?
  • Are all images not blurred, or only certain images?
  • Include the impacted URL. If this URL requires sign-in, provide temporary sign-in credentials.
  • Console Logs:
    1. Go to the webpage where you’re experiencing issues.
    2. Right-click, then select Inspect.
    3. Go to the Console tab.
    4. Right-click anywhere on the Console tab and select Save as to save the log file.