Common browser issues while using ServiceNow CPQ

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Common browser issues while using ServiceNow CPQ

    When using ServiceNow CPQ, browser cookie settings are critical for proper functionality. Blocking cookies—either by browser defaults or extensions—can prevent the configurator from loading, cause errors such as 403, or disrupt session tracking. ServiceNow CPQ relies on authentication cookies to validate user sessions across browser tabs, which are essential for configuring products and are deleted upon browser closure.

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    Key Issues and Causes

    • Browser Cookie Blocking: Browsers like Safari and Firefox block all cross-site cookies by default, interfering with authentication cookies shared between ServiceNow CPQ and Salesforce. Users must enable cookies in their browser privacy settings to use the configurator effectively.
    • Browser Extensions: Certain third-party extensions can block cookies or interfere with cross-site cookie functionality. Common problematic extensions include uBlock Origin, Privacy Badger, Ghostery, Disconnect, Cookie AutoDelete, and others such as crypto wallets (MetaMask, BNB Chain Wallet) and email template tools.

    Practical Guidance for ServiceNow Customers

    • If configuration errors occur in ServiceNow CPQ and switching to another browser resolves the issue, review the original browser’s cookie settings and installed extensions.
    • Check and adjust cookie permissions in browser privacy settings, especially if using Safari or Firefox.
    • Temporarily disable all browser extensions to isolate if an extension is causing the issue. If configuration works after disabling extensions, one or more extensions are blocking necessary cookies.
    • For users employing easyXDM and unable to control browser choice, submit a support case to request the “runtimeAPI” parameter to improve compatibility with default browser settings.
    • Report any newly identified problematic extensions to ServiceNow to help improve support documentation.

    When cookies are blocked by the browser or by browser extensions, it can interfere with the use of ServiceNow CPQ.

    If attempting to configure in ServiceNow CPQ results in an error (configurator not loading, a 403 error is returned, or similar) and using another browser resolves the issue, then the issue must be with the settings of the original browser.

    ServiceNow CPQ uses authentication cookies to track active sessions across browser tabs. These cookies do not track the user and are deleted when the user closes their web browser. Their only purpose is to validate the user and their organization for the use of the software.

    If cookies are not enabled in the browser, ServiceNow CPQ cannot configure products. The browser itself or the extensions used by the end user in this browser could be inhibiting this active cookie.

    Here are some reasons this issue might occur.

    Cookie blocking by the browser

    By default, Safari and Firefox block all cross-site cookies. This behavior interferes with the authentication cookie that jumps across ServiceNow CPQ and Salesforce. If either of these browsers is your (or your end userʼs) default browser, cookies must be allowed to use the configurator.

    If you have no control over what browsers end users use to access the ServiceNow CPQ Configurator, and you use easyXDM, submit a support case requesting a “runtimeAPI” parameter. Once the runtime clients are updated to include this parameter, the browsers should work with their default settings.

    Note:
    Submit a support case by using the ServiceNow Support portal. For step-by-step instructions, see Create a case on Now Support for CPQ Customers.

    Consult your browser's documentation to find the settings that affect whether cookies are blocked. These settings are often found in the privacy options sections of the browser settings.

    Cookie-blocking extensions

    Cookies can also be blocked by browser extensions that are installed by the user. Some third-party cookie-blocking browser extensions include:
    • uBlock Origin
    • Privacy Badger
    • Ghostery
    • Disconnect
    • Cookie AutoDelete
    Other extensions such as email templates or crypto wallets can also cause issues with cross-site third-party cookies. These extensions include:
    • Briskine
    • BNB Chain Wallet MetaMask
    • WalkMe

    Review your browser's plugins to check whether any other extensions could be interfering while using ServiceNow CPQ. If the end user can configure after all browser extensions are disabled, one of the extensions must be causing the issue. If you identify an extension that causes the issue and is not in the list above, please let us know.