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On the assumption you're using either 1P4 or 1P5 are you following exactly the procedure outlined in this knowledge base article?
If so, and there's still a problem, please post again and confirm for us your 1P version number, your OS X version number, the browser you are using and the version number of the 1P extension in the browser.
Stephen
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@TecomaBoy, in addition to the information Stephen_C asked for, it will also be helpful if you can let us know the URL for the site where you're having this problem. Thanks!
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