Help! I can't use Mote with Google Docs or Google Classroom. Troubleshooting tips

 

This guide is for anyone who's having difficulty using Mote for Google Docs (including comments in Slides and Sheets) and Mote for Google Classroom. There are separate Troubleshooting guides for Mote for Google Slides, Mote for Gmail and Mote for Google Forms 

We know it's frustrating when products don't work.

Before you throw your hands in the air or think about uninstalling Mote, follow the guide below to get to a set of tailored suggestions for how you can fix your problem. 

Have you previously been able to record mote voice notes?

Yes -> Section 1 

No -> Section 2

 

Section 1

Have you been having problems for several days?

Yes -> Section 1a

No -> Section 1b

 

Section 1a

Reload or restart Google Chrome. Click Chrome -> Quit Google Chrome, and then re-open.

Try removing your Mote extension and re-adding the latest release from the Chrome Web Store.

Sometimes other extensions can interfere with how Mote works. Please try disabling all of your other Chrome extensions, and see if this solves the problem. 

Your IT department may have implemented a firewall or other web filtering software.

You can check your connectivity by going to www.mote.com/diagnostics

If you see any 'red' results, please read this article and share it with your IT team.

All 'green'?  In some parts of the world, we've found that internet connectivity can be subject to constraints that affect the latency (time taken) for packets of information to travel to our servers. Usually this takes a few milliseconds, but it can take more than 5 seconds if there are problems with your local network. Try using Mote at different times of the day - if things are better in the early morning or late evening, the issue may be related to your local network. 

Tried all this, and haven't found a 'smoking gun'? Check out section 3 below.

 

Section 1b

Check your internet connection. Because we record and transcribe voice notes online, we need a good internet connection in order to create voice notes. For this reason, mote doesn't work offline.

In some parts of the world, we've found that internet connectivity can be subject to constraints that affect the latency (time taken) for packets of information to travel to our servers. Usually this takes a few milliseconds, but we

Reload or restart Google Chrome. Click Chrome -> Quit Google Chrome, and then re-open.

Try removing your Mote extension and re-adding the latest release from the Chrome Web Store.

Sometimes other extensions can interfere with how Mote works. Please try disabling all of your other Chrome extensions, and see if this solves the problem. 

Your IT department may have implemented a firewall or other web filtering software.

You can check your connectivity by going to www.mote.com/diagnostics

If you see any 'red' results, please read this article and share it with your IT team.

Tried all this, and haven't found a 'smoking gun'? Check out section 3 below.

Section 2

Have you installed the Mote Chrome extension from the Chrome Web Store?

Have you logged in to Mote?

Grant Google Docs or Google Classroom access to your microphone, if you haven't done so already. We show a little notification window, and there's a system message from Chrome that you'll need to click, usually in the top left corner of your screen. Find out more .

Are you trying to use Mote with Google Docs, within an LMS, such as Schoology? Unfortunately, right now we are having issues accessing the microphone within the Schoology application, and we don't have a solution at this time.

Reload or restart Google Chrome. Click Chrome -> Quit Google Chrome, and then re-open.

Sometimes other extensions can interfere with how Mote works. Please try disabling all of your other Chrome extensions, and see if this solves the problem. 

Your IT department may have implemented a firewall or other web filtering software.

You can check your connectivity by going to www.mote.com/diagnostics

If you see any 'red' results, please read this article and share it with your IT team.

Tried all this, and haven't found a 'smoking gun'? Check out section 3 below.

 

Section 3

If you've tried all of these steps and still can't leave voice notes, please submit a support ticket using the chat widget at the bottom of this page.