ECE floating toolbar intermittently missing in Knowledge Center - SN Utils browser extension conflict - Known Error

ECE floating toolbar intermittently missing in Knowledge Center - SN Utils browser extension conflict Description Symptoms In Knowledge Center, when authoring or editing a KB article with ECE enabled, the component action bar (single-click) and RTE formatting toolbar (double-click) sometimes do not appear. No console errors are logged. Issue does not reproduce in Incognito/InPrivate mode. Cause SN Utils browser extension v10.0.6.0 (released May 3, 2026) injects DOM elements that interfere with GrapesJS component selection events and TinyMCE RTE toolbar activation in ECE. SN Utils is not an official ServiceNow product. How to Confirm Run in browser console: document.querySelectorAll('[id*="snutils"], [class*="snutils"], script[src*="snutils"]').forEach(el => console.log(el.tagName, el.id || el.className)); If results appear, SN Utils is being injected. Test in InPrivate mode to confirm.

Steps to Reproduce

1. Install SN Utils browser extension v10.0.6.0 in Chrome or Edge 2. Navigate to Knowledge Center 3. Create a new KB article 4. Drag a Text block onto the canvas 5. Single-click the text block - component action bar intermittently does not appear 6. Double-click the text block - RTE formatting toolbar intermittently does not appear 7. Open Incognito/InPrivate mode and repeat steps 2-6 - toolbars work consistently 8. In regular browser, run in console: document.querySelectorAll('[id*="snutils"], [class*="snutils"], script[src*="snutils"]').forEach(el => el.remove()) - the toolbars are restored

Workaround Run the following command in the browser console after the Knowledge Center editor has loaded: document.querySelectorAll('[id*="snutils"], [class*="snutils"], script[src*="snutils"]').forEach(el => el.remove()); Resolution Customer IT team should disable SN Utils for users who author KB articles in Knowledge Center.