Solutions for the most common Chrome Extension problems.
Authentication Issues
”Sign in required” but I’m logged into consuelohq.com
Cause: Session sync delay or cookie issue.
Solutions:
- Refresh the consuelohq.com tab and try again
- Close and reopen the extension popup/side panel
- Sign out and back in to consuelohq.com
- Clear extension storage:
- Right-click the Consuelo icon
- Select “Manage extension”
- Click “Clear site data”
- Reopen the extension
Session sync can take up to 30 seconds. If you just signed in, wait briefly.
”Authentication failed”
Cause: Token expired or Clerk session invalid.
Solutions:
- Sign out of consuelohq.com
- Clear browser cookies for consuelohq.com
- Sign back in
- Reopen the extension
”Session expired” during a call
Cause: Token refresh failed.
Solutions:
- The call continues — finish your conversation
- After hanging up, sign in again
- Future calls use the new token
Call Issues
Calls won’t connect
Cause: Multiple possible causes.
Check in order:
| Check | Solution |
|---|
| Calling number | Verify a number is selected in the footer |
| Network | Test your internet connection |
| Twilio status | Check status.twilio.com for outages |
| Microphone | Chrome must have microphone permission |
- Try a test call to your own phone
- If that fails, sign out and back in
- Check Chrome’s site settings for microphone access
”Microphone access denied”
Cause: Chrome blocked microphone permission.
Solutions:
- Click the lock icon in the address bar
- Find “Microphone”
- Change to “Allow”
- Refresh the page and retry
If microphone still blocked:
- Go to
chrome://settings/content/microphone
- Ensure consuelohq.com is in “Allowed” list
- Remove from “Blocked” list if present
- Restart Chrome
”Call quality is poor”
Cause: Network congestion or bandwidth issues.
Solutions:
| Issue | Fix |
|---|
| Latency | Close other applications using bandwidth |
| Audio cutting out | Switch to a wired connection if on WiFi |
| Echo | Use headphones instead of speakers |
| Static | Check your microphone connection |
- Check your ISP for outages
- Try a different network (mobile hotspot test)
- Restart your router
”Can’t hear the other person”
Cause: Audio device selection.
Solutions:
- Check your speaker/headphone connection
- Verify system volume is up
- In extension settings, check audio device selection
- Try a different output device
”Other person can’t hear me”
Cause: Microphone issue.
Solutions:
- Check microphone is not muted (button in call UI)
- Verify correct microphone selected in settings
- Test microphone in another app (QuickTime, Voice Recorder)
- Try a different microphone/headset
Google Sheets Import Issues
”No data detected”
Cause: Sheet format issue.
Solutions:
| Check | Fix |
|---|
| Header row | Ensure row 1 has column headers |
| Data location | Data should start in row 2 |
| Empty rows | Remove empty rows at top of sheet |
| Merged cells | Unmerge any merged header cells |
”Permission denied” for Google Sheets
Cause: Extension lacks Google Sheets permission.
Solutions:
-
Re-grant permission:
- Click the lock/info icon in address bar
- Find “docs.google.com” or “Google Sheets”
- Reset/remove and reload
- Retry import, grant permission when prompted
-
Check Chrome settings:
- Go to
chrome://settings/content/cookies
- Ensure docs.google.com is not blocked
”Import failed” with no details
Cause: Network or API issue.
Solutions:
- Check internet connection
- Try a smaller batch (copy 10 rows to a new sheet)
- Check for special characters in data
- Try signing out and back in
All rows show “Error” status
Cause: Required fields not mapped correctly.
Solutions:
- Verify Name column maps to Name field
- Verify Phone column maps to Phone field
- Ensure mapped columns have data (not empty)
- Check for hidden characters in headers
Queue Issues
”No queues available”
Cause: No queues created in workspace.
Solutions:
- Go to consuelohq.com
- Navigate to Queues section
- Create a new queue
- Add contacts to the queue
- Refresh the extension
Queue starts but no calls happen
Cause: Empty queue or calling number issue.
Solutions:
- Verify queue has contacts in web app
- Check calling number is selected
- Try a manual test call first
- Check for network issues
Queue progress stuck at 0%
Cause: Twilio connection issue.
Solutions:
- Wait 15-20 seconds (initialization delay)
- If stuck, click Stop
- Check network connection
- Restart the queue
Extension Issues
Extension icon not appearing
Cause: Extension disabled or hidden.
Solutions:
- Go to
chrome://extensions
- Find “Consuelo”
- Ensure toggle is ON
- If hidden, click the puzzle piece icon in toolbar and pin Consuelo
Extension crashes or freezes
Cause: Memory issue or conflict.
Solutions:
-
Refresh the extension:
- Go to
chrome://extensions
- Click refresh icon on Consuelo extension
-
Check for conflicts:
- Disable other extensions temporarily
- Test if issue persists
-
Clear extension data:
- Go to extension details
- Click “Clear site data”
- Sign in again
Side panel won’t open
Cause: Chrome side panel API issue.
Solutions:
- Ensure Chrome is updated (version 116+)
- Try opening via Chrome’s side panel icon
- Restart Chrome
- Use popup mode as fallback
Extension is slow
Cause: Large data cache or network latency.
Solutions:
- Clear extension data and re-sign in
- Check network connection
- Close other tabs to free memory
- Restart Chrome
Error Messages
| Error Message | Cause | Solution |
|---|
| ”Failed to initialize device” | Twilio token invalid | Sign out and back in |
| ”Network error” | No internet | Check connection |
| ”Rate limit exceeded” | Too many API calls | Wait 1 minute and retry |
| ”Workspace not found” | Wrong workspace | Check workspace ID in web app |
| ”No phone numbers available” | No provisioned numbers | Add numbers in Twilio console |
Get Help
If issues persist:
Check Status
Gather Debug Info
- Open Chrome DevTools (F12)
- Go to Console tab
- Reproduce the issue
- Note any error messages (red text)
- Include these when contacting support
Provide:
- Description of the issue
- Steps to reproduce
- Error messages from console
- Screenshot if relevant
- Chrome version and OS
Next Steps
