Athena Troubleshooting: Google Drive Export

When you go to export feedback from Athena, you should see a screen that looks like this:

ISSUE 1: I CANNOT FIND THE GOOGLE DOC I WANT TO EXPORT TO: 

1. Make sure you are connected to the Google Drive account where your given document lives. 

   

If this looks like the wrong email address, you will want to go back to Verify Setup in the left toolbar, disconnect, and reconnect with the correct Google Account. 

2. Due to the privacy parameters, Athena AI does not read through your entire Google Drive. To find the document you are looking for,
   1. Make sure you have Ownership, Editing, or Commenting access to the Google Doc you want to export to. If you do not, request access from the Owner.
   2. If you can see the Google Doc you want to select, but it has a lock icon (), try adding the Google Doc to your Drive by following the steps below:

      • Inside the Google Doc, click on Add shortcut to Drive.

        

        

      • Organize the Shortcut: Select the specific Google Drive folder where you want to place the shortcut. We recommend adding it directly to your student's dedicated folder.
      • If you refresh the Google Drive integration page, your document should show up as unlocked after following these steps.

3. If you have done all of the above and are still not able to locate your Google Doc, please contact support.

ISSUE 2: I CHOSE MY DOCUMENT, BUT THE EXPORT FEATURE IS NOT WORKING:

1. Make sure you are using Google Chrome. Athena export is not compatible with other browsers, as it integrates with Google Docs. 
   1. If you are not a Chrome user, you will not be able to use the export feature. 
   2. You are still able to manually copy and paste comments into your document of choice.

2. Go back to the “Verify Setup” tab on the left toolbar
    

   

   1. Go through the steps to make sure you have the Chrome Extension installed. This will give Athena AI limited access to exit whichever Google Doc you select.
   2. For more information on Extension troubleshooting, check out this help article.

3.  If you have selected your document, clicked export, and Athena takes you to the Google Doc but does not leave any comments, you may be limited to Viewer access on the Google Doc
   1. Request Editor or Commenter privileges from the Google Doc’s owner
4. If you have done all of the above and are still not able to export to your selected Google Doc, please contact support at support@athenaco.ai