IE addon not installing correctly

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  • Problem
  • Updated 3 years ago
I'm having a problem with several computers in my organization. When trying to enter a meeting using Internet Explorer (this happens with both IE10 and 11) I will get a prompt telling me to install the add-on like I'm using it for the first time. Once installed, it will show up as enabled but upon re-entry of the meeting it still prompts for install. I've added Bluejeans to trusted sites, tried running in compatibility view, removed Bluejeans from the pop up blocker list, upgraded internet explorer to the latest version, uninstalled the add-on using the "plugin cleanup tool" and reinstalled as well as disabled all other add-ons. I contacted support and they asked me if enhanced security mode is enabled, which it is not on any of the devices this is happening on. Oh, and it also does this on multiple Windows profiles so it's not user specific. Does anyone have any further insight for me?
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Kyle F

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Posted 3 years ago

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Ryan@BlueJeans

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Hi Kyle!

The first thing I would like to have you try is disable Internet Explorer's Protected Mode and attempt to install the Browser Plugin once again. What's likely happening is even though you have installed the Plugin, the browser is not recognizing it. If you're able to join the meeting with IE after performing this step, please feel free to re-enable Protected Mode.
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Kyle F

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Thanks for your quick response! Unfortunately I forgot to mention in my post that I tried this already before checking enhanced protected mode. This also makes no difference.
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Ryan@BlueJeans

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Thanks for confirming Kyle! Typically Internet Explorer's Protected Mode is the culprit behind this behavior. I see you have an open case regarding this behavior and I've sent it over to our Tier 2 Engineers to work on this issue with you directly to get it resolved.
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Gerry Du

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We have this same issue as described by Kyle using IE10.  Has this been resolved?  Is there a solution for this issue?
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Kyle F

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I was given a link by Bluejeans support for an "admin MSI installer". This admin addon solved the problem.

Here's the link I was given: http://bluejeans.force.com/KnowledgeSearch/articles/Knowledge_Base/Mass-Browser-Plugin-Deployment-us...

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Matt Song

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The above link is dead. Can anyone re-upload? Still having this issue. 
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Sean Patrovsky

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Hello Matt,

Thank you for bringing to our attention the issue with the link provided.  Our team has recently published both the BJN Plugin and BJN Desktop App to the customer facing knowledge base article.  The link to these resources is available below:

I hope that this information is helpful and have a great day! 

Sean Patrovsky 

Blue Jeans Network

408-791-2830 

(Edited)