Articles on: How To Use Originality

Chrome Extension Troubleshooting Guide

Use this decision tree if the Originality.ai Chrome Extension is missing, not responding, unable to scan, or producing incomplete results.

Start here


What problem are you experiencing?

  • The extension is not installed, or its icon is missing → Go to A
  • The extension opens, but I cannot log in → Go to B
  • The extension does not appear or work in Google Docs → Go to C
  • The Scan button is missing, disabled, or unresponsive → Go to D
  • Writer Replay or writing history is missing → Go to E
  • The extension does not work on a webpage → Go to F
  • The scan failed or never finished → Go to G
  • The extension’s result differs from another scan → Go to H


A. The extension is missing

Is the extension installed?


No or not sure

  1. Install the Originality.ai extension from the Chrome Web Store.
  2. Confirm that you are using a supported Chromium browser, such as Google Chrome or Microsoft Edge.
  3. Restart the browser after installation.


Yes

  1. Open your browser’s Extensions menu.
  2. Find Originality.ai.
  3. Pin it to the browser toolbar.
  4. If it is disabled, enable it.
  5. If it is managed or blocked by your organization, contact your browser or IT administrator.


Still missing?

  • Update your browser.
  • Remove and reinstall the extension.
  • Confirm that you installed it in the browser profile you are currently using.


B. I cannot log in


Does the extension accept your credentials?


No

  1. Confirm that the same credentials work at the Originality.ai website.
  2. Make sure you are using the correct account email.
  3. Reset your password if necessary.
  4. Check whether you have multiple browser profiles or Originality.ai accounts.


Login succeeds on the website but not in the extension

  1. Close and reopen the extension.
  2. Refresh the active browser tab.
  3. Disable browser privacy tools temporarily to test whether they are blocking authentication.
  4. Remove and reinstall the extension.
  5. Log in again.


The extension shows the wrong account

  1. Log out of the extension.
  2. Confirm the email associated with the intended Originality.ai account.
  3. Log back in using that email.
  4. Verify that the account has sufficient credits and access to the required feature.


C. The extension does not appear in Google Docs


Are you using Google Docs in a supported browser?


No
Open the document in Google Chrome or Microsoft Edge.


Yes

  1. Confirm that the Originality.ai extension is enabled.
  2. Refresh the Google Docs tab.
  3. Close and reopen the document.
  4. Open the extension from the browser toolbar.
  5. Confirm that you are logged in.


Is the document fully loaded and editable?


No

  • Wait for Google Docs to finish loading.
  • Confirm that you have permission to open the document.
  • If the document is view-only, make an editable copy if appropriate.


Yes, but Originality.ai is still unavailable

  1. Test the extension in a new Google Doc.
  2. Temporarily disable other extensions that modify Google Docs.
  3. Restart the browser.
  4. Update or reinstall the Originality.ai extension.

If it works in a new document, the problem may be specific to the original document or its permissions.


D. The Scan button is missing, disabled, or unresponsive


Is there enough text to scan?


No or not sure
Originality.ai’s website scanner requires at least 100 words. If the extension does not allow the scan, test with a longer selection or the complete document.


Yes
Check the following:

  • You are logged in to the intended account.
  • The account has sufficient credits.
  • The document or webpage has finished loading.
  • Text is selected if you are attempting to scan selected text.
  • The extension is enabled and up to date.


Does refreshing fix it?


Yes
Continue normally.


No

  1. Close and reopen the extension.
  2. Reload the document or webpage.
  3. Restart the browser.
  4. Test another document or webpage.
  5. Disable potentially conflicting extensions.
  6. Reinstall Originality.ai.


E. Writer Replay or writing history is missing


Was the document written directly in Google Docs?


No—it was pasted or imported from Microsoft Word or another application
Writer Replay can only use writing and revision information recorded in Google Docs. Content created elsewhere and pasted into the document will not have a complete character-by-character history.
The replay may show:

  • One or more large paste events
  • Limited revision history
  • Activity only from the time the content entered Google Docs

This cannot be repaired retroactively.


Yes
Check whether:

  • The extension has access to the document.
  • The document has finished loading.
  • You are signed in to the correct Google account.
  • Google Docs revision history is available.
  • The document was created as a native Google Doc rather than merely viewed through Google Drive.


Is history still incomplete?

Possible explanations include:

  • Large portions were pasted
  • Another application or automated typing tool inserted the text
  • The document was converted or imported
  • Editing occurred before the document became a Google Doc
  • Some revisions are unavailable through Google Docs

Treat Writer Replay as supporting evidence, not as a final determination of authorship.


F. The extension does not work on a webpage


Are you trying to scan the full page or selected text?


Selected text

  1. Select the text before opening the extension.
  2. Confirm that the selection contains enough meaningful content.
  3. Reopen the extension and choose the selected-text option.


Full page

  1. Wait for the page to load completely.
  2. Refresh the page.
  3. Confirm that the page contains readable text.
  4. Test another public webpage.


Does it fail only on one website?


Yes
The page may:

  • Restrict browser extensions
  • Load content dynamically
  • Place text inside an unsupported embedded frame
  • Require authentication
  • Use a layout that prevents reliable text extraction

Copy the relevant content into a new scan on the Originality.ai website as a fallback.


No—it fails everywhere
Update, disable and re-enable, or reinstall the extension.


G. The scan failed, stalled, or never completed


Do you have enough credits?


No or not sure
Check your credit balance and credit settings before retrying.


Yes

  1. Confirm that your internet connection is stable.
  2. Refresh the document or webpage.
  3. Retry with a smaller document or selection.
  4. Test a different document or webpage.
  5. Check whether other Originality.ai scans work in the web application.
  6. Restart the browser.


Does the web application also fail?


Yes
The problem may be account-related or a temporary service issue. Wait briefly and try again before contacting support.


No
The issue is probably isolated to the extension, browser, document, or webpage. Update or reinstall the extension and test with other browser extensions disabled.
Do not repeatedly start the same scan if it may consume credits each time.


H. The extension result differs from another scan


The Chrome Extension does not change or improve the AI detector’s result simply because the scan was run through the extension.
Differences can occur when:

  • Different text was scanned
  • Only part of the document was selected
  • The content changed between scans
  • Different language or detection models were used
  • Formatting, citations, or other text were included in one scan but not the other
  • The comparison used another company’s detector
  • The content was too short for a stable result


To compare results properly

  1. Use exactly the same text.
  2. Scan the complete document where possible.
  3. Confirm that the same detection model is being used.
  4. Remove accidental differences such as citations or partial selections.
  5. Compare the results as probability signals—not definitive proof of authorship.

Writer Replay and the Human Typing Score provide additional context, but neither should be treated as a final verdict on its own.


If nothing resolves the problem


Contact Originality.ai support and include:

  • Your Originality.ai account email
  • Browser name and version
  • Extension version
  • Operating system
  • Whether the problem occurs in Google Docs, on webpages, or both
  • The document or webpage type
  • A screenshot or screen recording of the issue
  • The exact error message
  • The troubleshooting steps already attempted
  • Whether the web application works normally

Do not send passwords, complete payment-card information, or confidential document content.

Updated on: 24/07/2026

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