Common browser issues while using CPQ

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

    This guidance addresses common browser-related issues that can prevent successful use of the Configure, Price, Quote (CPQ) software, particularly errors like the configurator not loading or receiving a 403 error. These problems often stem from browser settings or extensions blocking cookies, which CPQ relies on for authentication and session management.

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    Key Details

    • Role of Cookies: CPQ uses authentication cookies to track active user sessions across browser tabs. These cookies are essential for validating the user and organization and are deleted when the browser closes. Without enabled cookies, CPQ cannot function properly.
    • Browser Cookie Blocking: By default, browsers like Safari and Firefox block all cross-site cookies, interfering with CPQ’s authentication process which spans CPQ and Salesforce domains. Users of these browsers must enable cookies to use the configurator successfully.
    • Browser Extensions: Certain third-party browser extensions can block cookies and disrupt CPQ functionality. Common problematic extensions include uBlock Origin, Privacy Badger, Ghostery, Disconnect, Cookie AutoDelete, and others such as Briskine, BNB Chain Wallet, MetaMask, and WalkMe.

    Practical Recommendations for ServiceNow Customers

    • If you encounter configuration errors in CPQ, test by switching to a different browser to determine if the issue is browser-specific.
    • Review and adjust your browser’s privacy and cookie settings to ensure cookies are allowed, especially cross-site cookies.
    • Temporarily disable browser extensions to identify if any are blocking cookies needed by CPQ. If disabling extensions resolves the issue, narrow down which extension is responsible.
    • If you use easyXDM and cannot control users’ browsers, contact ServiceNow Support to request the “runtimeAPI” parameter update to improve compatibility with default browser settings.
    • Report any new extensions causing issues to ServiceNow to help improve CPQ support.

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

    If attempting to configure in 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.

    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, 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 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 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 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.