If you can't sign into the Blueprint extension or it just shows a blank page, it's likely because your browser is set to block cookies. This article walks through solutions to resolve it.
Symptoms
The most common issue we see related to the extension is that third-party cookies are disabled within the settings of your Chrome web browser.
Here's what you may experience if cookies are blocked:
When attempting to login to the Blueprint extension, you receive an error that says "Incorrect username or password" even if you're using the correct credentials
The extension is blank or appears to be stuck loading
The extension works on some websites but not others
Logging into the extension is successful but only for a few minutes, then you're immediately logged out
Why this happens
Blueprint's browser extension runs on top of another website (such as your EHR or telehealth platform) so that you don't have to swap between browser tabs during your session to start and stop your Blueprint recording.
In order to login to the Blueprint extension while you're on a different website (like your EHR's website), "third-party cookies" must be enabled.
💡 "Cookies" are small data files that websites use to recognize you.
Cookies are commonly used for things such as staying logged into a website, keeping items in your shopping cart after you've closed the tab, and targeted advertising.
Before we begin
If your computer is managed by your clinic or IT department, your Chrome settings may be controlled by your organization. Reach out to them directly and ask them to allow third-party cookies on any websites you may want to use the the Blueprint extension on.
Make sure Chrome is updated to the latest version. You can check and install updates from Chrome settings > About Chrome.
Solution 1: Enable cookies only for specific websites
This is the most targeted and effective fix because it only enables the use of third-party cookies for websites you choose (e.g.,where you'll use the Blueprint extension, such as your EHR) it does not affect your privacy/cookie settings for other websites.
Within Chrome, navigate to Settings > Privacy & security > Third-party cookies
Scroll down to Sites allowed to use third-party cookies and click Add
In the site field, add the domain of whichever website you plan to use the Blueprint extension on top of. Use the suggested formatting as shown in Chrome.
For example, if you run telehealth sessions from within Simple Practice and use the Blueprint extension to record that session, add [*.]simplepractice.com to the list.
Click Add to save
Quit Chrome completely, then reopen it and try the extension again
Solution 2: Enable cookies for all websites
This option allows all websites you visit to use third-party cookies, which means more sites can track your browsing activity across the web. If privacy is a concern for you, consider enabling third-party cookies just for the websites you need to use the extension with instead, as mentioned in Solution 1 above.
Within Chrome, navigate to Settings > Privacy & security > Third-party cookies
In the first section labeled Third-party cookies, select Allow third-party cookies
Quit Chrome completely, then reopen it and try using the extension again
Solution 3: Turn off Chrome's tracking protection
Newer versions of Chrome may have an additional tracking protection setting that can block cookies even when you've allowed cookies to be stored for Blueprint as referenced above in solution 1 and solution 2.
To address this, you may have to turn off tracking protection.
Within Chrome, navigate to Settings > Privacy & security > Third-party cookies
Under the Advanced section, turn OFF the Send a "Do Not Track" request with your browsing traffic option
Quit Chrome completely, then reopen it and try the extension again
Solution 4: Disable ad-blockers for Blueprint
Even if you've allowed cookies for all websites and turned off tracking protection, Blueprint's extension can still be blocked if you're using additional privacy or ad-blocker tools and extensions.
Just like with Chrome's privacy settings, you'll also need to allow third-party cookies within the settings of any other ad-blocker/privacy tools you use.
Complete the following steps for each third-party ad-blocker/privacy tool that you have installed:
Click the puzzle-piece icon in the top right of Chrome to see your installed extensions
Click the three vertical dots next to the extension name, then select Settings
Each extension is different but the concept remains the same -- you'll need to add [*.]blueprint.ai to its list of trusted sites. If you cannot find the option to do this within, you'll need to reach out to the tool's own support team and ask how you can add Blueprint as a trusted site.
Quit Chrome completely, then reopen it and try the extension again
Alternatively, you can temporarily disable the privacy extension all together, then try using Blueprint's extension.
Still not working?
If you've tried all of the above and the extension still won't let you login, contact our customer support team by emailing help@blueprint.ai.
Including the following details in your message will help us help you as quickly as possible:
Which EHR or other website you're attempting to use the Blueprint extension on top of
A screenshot of your current Chrome cookie settings
Which Chrome version you're using
Which steps from above you've already tried
A screenshot of the extension when it's failed or showing an error message
FAQ
What are "third-party cookies" and why do I need to allow them for Blueprint?
"Cookies" are small data files that websites use to recognize you.
Cookies are commonly used for things such as staying logged into a website, keeping items in your shopping cart after you've closed the tab, and targeted advertising.
Because the Blueprint extension is running within/on top of another website (e.g., your EHR, telehealth platform, etc), the cookie which holds your login information is considered a "third-party" cookie.
In order to login and use the Blueprint extension within another website, third-party cookies must be enabled, at least for the website you're using Blueprint with.
Cookies aren't something that we here at Blueprint can control or manage for you. Instead, they are managed within the settings of your web browser or by your IT department.
The Blueprint extension used to work just fine but suddenly it won't let me login. What changed?
In almost every case, something on your computer changed how Chrome handles cookies.
The most common culprits:
Chrome updated. Newer versions of Chrome may block third-party cookies by default, which the extension needs to recognize your Blueprint login information. This is the most common reason it stops working out of nowhere.
Cookies were cleared. If you've recently cleared your browsing data, signed out of everything, or Chrome cleared cookies for you, then cookies may need to be re-enabled.
Your IT department changed something. Clinics and hospitals may have updated your browser settings remotely.
A new privacy or ad-blocking extension was installed. Tools like uBlock Origin, Privacy Badger, or Ghostery can block cookies even when Chrome itself is set up to allow them.
You're on a different Chrome profile. If you switched Chrome profiles or signed in to Chrome with a different Google account, that profile has its own settings.
The good news: the fix is usually the same regardless of which one caused it -- allow Blueprint cookies in Chrome's settings as outlined in this article.