One of the most common ways to operate Grayscale is through our Browser extension. It allows the user to work directly out of their ATS sending texts, setting up automations, and more.
Typically when you see a blank screen after opening the chrome extension there are a couple of easy fixes as outlined below.
For Microsoft Edge users, skip ahead to the Troubleshooting in Microsoft Edge section.
Troubleshooting in Google Chrome
Clear Cookies and Cache
Let's try clearing your cookies and cache in your browser.
Click the 3 vertical dots in the upper right corner of your Chrome Browser
Then click Delete browsing data
macOS Google Chrome users can click Preferences > Clear browsing data
Set Time range to All time
Check Browsing history (optional)
Leaving Browsing history checked will delete all browsing history
Check Cookies and other site data
Check Cached images and files (In older versions, check Empty the cache)
Click Delete data.
Note: This may take a few minutes to process depending on when this was last cleared in your browser. Please wait for the files to delete before continuing.
After you've completed these steps, close out of chrome completely and restart the browser. Open your ATS again and pull up the Grayscale chrome extension.
This should fix the issue in most cases!
Allow Third Party Cookies
Still not working? Let’s make sure in your chrome settings that you’re allowing Third party cookies.
Click the 3 vertical dots in the upper right corner of your Chrome Browser
Scroll to the bottom and click Settings > Privacy and security and click Third-party cookies
Click the circle next to Allow third-party cookies
Don't see Allow third-party cookies?
Google Chrome is ending support for third-party cookies in Q3 of 2024, and has begun rolling this change out to some of its users already. If you do not see the Allow third-party cookies option, then the change has already been rolled out to you.
Disable and Re-Enable the Browser Extension
Another option is to try turning the extension off then back on.
Click on the extensions icon (puzzle piece) in the upper right corner of your browser and click Manage Extensions
In Microsoft Edge, you can enter edge://extensions/ in the URL bar
Find the Grayscale extension and toggle it off then back on
Refresh your ATS window – your browser extension should be working again!
Uninstall & Reinstall
If your Grayscale extension is still giving you a hard time, you may need to uninstall (or remove) it and reinstall it.
Click the three dots in the upper-right corner of your browser
Go to Extensions
Click on Manage Extensions
Locate the Grayscale extension and click the Remove button
Open a new browser tab, paste the following url into it, and press Enter on your keyboard
Click the Add to Chrome button
Note: We recommend copying and pasting the URL instead of clicking the link, just in case this browser is not set as your default browser.
Troubleshooting in Microsoft Edge
Disable and Re-Enable the Browser Extension
Click on the extensions icon (puzzle piece) in the upper right corner of your browser and click Manage Extensions
Find the Grayscale extension and toggle it off then back on
Refresh your ATS window – your browser extension should be working again!
Uninstall & Reinstall
Another option is to try turning the removing the extension altogether and re-installing it.
Click the three dots in the upper-right corner of your browser
Go to Extensions
Click on Manage Extensions
Locate the Grayscale extension and click the Remove link
Open a new browser tab, paste this URL: https://chromewebstore.google.com/detail/grayscale-conversational/fpnnaflhohmjmjdmicfnppcdkikgpabj and press Enter on your keyboard
Click the Get button
This will reinstall the extension, but you'll need to do one last thing to get the icon back in your extension tray at the top of the browser. Click the puzzle icon in the extension tray at the top of the browser, then click the eye icon next to Grayscale
Note: It's better to copy and paste the url instead of clicking the link, just in case this browser is not set as your default browser.
Allowlist Grayscale's Domains
If the above doesn't do the trick, your firewall may be blocking our chrome extension.
Depending on your organization's security protocols, you may need to reach out to your IT department to have the browser extension and/or the Grayscale domains AllowListed.
Grayscale Browser Extension
Grayscale Domains
*.gograyscale.com
grayscaleapp.com
grayscale-1719f010575f.intercom-mail.com
Once IT allowlists these domains, test the chrome extension again.
If you are still having issues, chat with us below and we'll help you out!