Articles in this section

Athena Troubleshooting: Athena AI and Google connection

Follow

If you are having trouble connecting your Google account or using the Google Docs integration with Athena, follow these troubleshooting steps based on the technical guides and support documentation:

Common Integration Fixes

  • Verify Sharing Permissions: For Athena to read or export comments to a document, the Google Doc must be shared correctly. Ensure the link sharing is set to "Anyone with the link can comment" (to export feedback)
  • Account Alignment: Ensure the Google account you are currently logged into in your Chrome browser is the same account you connected to Athena. Discrepancies between browser profiles and the connected Athena account can cause errors
  • Reconnect Your Account: You can try disconnecting and then reconnecting your Google account within the Athena platform. This option typically appears after you click the "Export X Selections" button

Chrome Extension Troubleshooting

The Athena Google Chrome Extension is required for exporting feedback directly into documents

  • Reinstall the Extension: If the integration feels broken, uninstall and then reinstall the Athena Chrome Extension (see how here)

To uninstall a Chrome extension on desktop:

  1. Open Google Chrome
  2. In the top-right corner, click the puzzle piece icon (Extensions).
  3. Find the Athena extension.
  4. Click the three dots next to the extension.
  5. Select Remove from Chrome.
  6. Confirm by clicking Remove.
  • Launch Athena from an incognito browsing window with all extensions disabled. In Incognito mode, third-party cookies are blocked by default. Please ensure your other chrome://extensions/ are all disabled. 

Important note: Visit chrome://extensions and click on the Athena AI extension, and then in the settings, select "Allow in Incognito" for the extension. 

To start an Incognito session:

  • On your computer, open Chrome.
  • At the top right, select MoreMoreand thenNew Incognito window.
    • A new window opens.
    • On the right of the address bar, you’ll find the Incognito icon Incognito.
  • Delete/Reset connection: Visit https://myaccount.google.com/, click "Third-party apps & services" on the left. If your account is already linked, you will see "Athena" listed. Click "Athena" and at the bottom of the next page, there should be "Delete all connections you have with Athena"
     
    This will reset the authorization back to the beginning, and you can try again to make this connection. 

Specific Error Messages

  • 403 Forbidden Error: If you see a 403 error page on the "Google Picker" when trying to select a document, it usually means there is a mismatch between your browser's Google session and Athena. Refreshing the page or reconnecting your account usually fixes this.
  • "Google hasn't verified this app": During the initial setup of Google Drive access, you may see this warning. You can safely bypass it by clicking "Advanced" and then "Go to athenaco.ai" to approve the necessary permissions

Still having issues?

  1. Please fill out this form with more details: https://forms.gle/1WpUNXU42xQ5b3aSA
  2. Please contact support@athenaco.ai with more details. Providing screenshots, recordings, and other documentation of the issue(s) will help the team better identify a root cause. 

Related articles

Comments

0 comments

Article is closed for comments.