> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.originality.ai/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Firefox Extension Troubleshooting Guide

Use this decision tree if the [Originality.ai](https://originality.ai/) [Firefox Extension](https://addons.mozilla.org/en-CA/firefox/addon/ai-detector-originality-ai/) 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 Firefox Browser Add-ons](https://addons.mozilla.org/en-CA/firefox/addon/ai-detector-originality-ai/).
2. Confirm that you are using an up-to-date version of Mozilla Firefox.
3. Restart Firefox after installing the extension.

**Yes**
1. Open Firefox’s **Extensions** menu.
2. Find [Originality.ai](https://originality.ai/).
3. Pin it to the Firefox toolbar.
4. Enable it if it is disabled.
5. If your organization manages or blocks the extension, contact your IT administrator.

**Still missing?**
* Update Firefox.
* Remove and reinstall the [extension](https://addons.mozilla.org/en-CA/firefox/addon/ai-detector-originality-ai/).
* Confirm that you installed it in the Firefox profile you are currently using.

## B. I Cannot Log In

### Does the extension accept your credentials?

**No**
1. Confirm that the same credentials work on the [Originality.ai](https://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 Firefox 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 Firefox tab.
3. Temporarily disable privacy tools or strict tracking protection to determine 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 Firefox?

**No**
Open the document in an up-to-date version of Mozilla Firefox.

**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 Firefox 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 and edit 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 Firefox extensions that modify Google Docs.
3. Restart Firefox.
4. Update or reinstall the Originality.ai [extension](https://addons.mozilla.org/en-CA/firefox/addon/ai-detector-originality-ai/).
If the extension 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, try selecting a longer passage or scanning the complete document.

**Yes**
Confirm that:
* 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 the problem?

**Yes**
Continue normally.

**No**
1. Close and reopen the extension.
2. Reload the document or webpage.
3. Restart Firefox.
4. Test another document or webpage.
5. Disable potentially conflicting Firefox extensions.
6. Reinstall the Originality.ai extension.

## 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 recorded only after the content entered Google Docs
This history cannot be restored retroactively.

**Yes**
Confirm that:
* The extension has permission to access 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 being viewed through Google Drive in another file format.

### Is the history still incomplete?
Possible explanations include:
* Large portions of the document 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 the extension on another public webpage.

### Does it fail only on one website?

**Yes**
The page may:
* Restrict browser extensions
* Load its content dynamically
* Place text inside an unsupported embedded frame
* Require authentication
* Use a layout that prevents reliable text extraction
As a fallback, copy the relevant content into a new scan on the [Originality.ai](https://originality.ai/) website.

**No - it fails everywhere**
Update, disable and re-enable, or reinstall the extension.
You can also confirm that Firefox has granted the extension permission to access websites.

## 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 trying again.

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

### Does the web application also fail?

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

**No**
The problem is probably isolated to the Firefox Extension, Firefox settings, the document, or the webpage. Update or reinstall the extension and test it with other Firefox extensions disabled.
Do not repeatedly start the same scan, as each attempt may consume credits.

## H. The Extension Result Differs from Another Scan

The Firefox Extension uses the same AI detection technology as the Originality.ai website. Running a scan through the extension does not change or improve the detector’s result.

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 AI detector.
* The content was too short to produce 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. Treat 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 through the in-app support chat or email [support@originality.ai](mailto:support@originality.ai).
Include the following information:
* Your Originality.ai account email
* Firefox version
* Extension version
* Operating system
* Whether the problem occurs in Google Docs, on webpages, or both
* The type of document or webpage involved
* A screenshot or screen recording of the issue
* The exact error message
* The troubleshooting steps you have already attempted
* Whether the Originality.ai web application works normally