Troubleshooting.

Set up the Carmen extension

• Not in the toolbar: click the puzzle icon and pin it.
• The panel will not open: restart Chrome and click the icon again.
• Top card says Connection needed or Carmen is offline: click Check again. If it stays, open More, Connections, and sign in again.
• A site is not being watched: open More, Connections, Monitored sources and check the switch. Pages already open keep the old setting until you reload them.

Set up the Carmen extension

Set up Carmen Guardian

• Texts are not being filtered: Filter Spam is still on. Turn it off in Settings, Messages.
• Still not filtered: Text Message Filtering is not set to Carmen Guardian. Set it and come back.
• A text from a friend was not checked: this is expected. Texts from contacts are never screened, and neither are iMessages (blue).
• No notification arrived: nothing was Medium or High yet. Open History to see what was checked.

Set up Carmen Guardian

Connect your Gmail

• Google says the app is unverified or blocked: your Workspace admin has to allow it. See above.
• Connected but no alerts: nothing was Medium or High yet. Open the activity list in the app.
• Connection dropped after a week: reconnect. See Good to know.

Connect your Gmail

Connect your Microsoft 365 mailbox

• Microsoft says approval is needed: your admin has not granted consent yet. Send them the admin guide.
• Sign in loops: sign in with your work account, not a personal Outlook.com account.

Connect your Microsoft 365 mailbox

Get started with Carmen at work

• invite missing (check spam, ask your admin to resend from People)
• Carmen missing from Chrome (click the puzzle icon and pin it)
• mailbox will not connect (your admin has not approved it yet).

Get started with Carmen at work

Create your company account

• Invite not received: check spam, resend from People.

Create your company account

Install the extension for everyone

• Carmen not appearing? On that computer, open chrome://policy and click Reload policies. ExtensionInstallForcelist should list ocfomobdgfdpfoplmmmocghhgkbniiia.
• Not listed: check that Chrome management is on for that organisational unit and that the person is signed in to Chrome with their work account.
• Listed but Carmen is turned off: check whether a policy that blocks extension permissions applies to it.

Install the extension for everyone

Install the extension with Microsoft Intune

Approve Carmen Email for your company

• your people still see a permissions screen (consent was not granted for the whole organisation, only for you)
• Google says the app is blocked (it is not on the trusted list yet).

Approve Carmen Email for your company

The web app

• Free checks used up: make an account or upgrade.
• Case closed: cases close after seven days, but you can still read them.

See Create your Backgrounder account.