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Merlyn doesn't hear me (Voice command problems)

Matt Woodward
Matt Woodward
  • Updated

Step 1: Confirm the Merlyn App is Running

Merlyn requires a small application to be running on your computer at all times. If the app isn't open, your remote cannot communicate with your screen.

How to check if Merlyn is running:

  • 🖥️ Windows:

    • Look at your System Tray (the group of icons in the bottom-right corner of your screen, near the clock).

    • Look for the Merlyn logo (the orange icon). If you don't see it, click the small "up arrow" to show hidden icons.

    • If missing: Press the Windows Key, type "Merlyn," and select the app to open it.

  • 🍎 MacOS:

    • Look at your Menu Bar at the very top-right of your screen.

    • Look for the Merlyn icon (little orange ball).

    • If missing: Press Command + Space, type "Merlyn," and press Enter to launch it from your Applications folder.

  • 💻 ChromeOS:

    • The Merlyn extension for ChromeOS typically runs automatically. If you do not see the Merlyn overlay on your browser, restart your Chromebook.

💡 Pro Tip: If the app is already open but Merlyn isn't responding, Right-click the icon in the tray/menu bar and select "Restart" or "Quit" and then reopen it. A quick restart resolves most minor software hangs.

 

Step 2: Is Merlyn Installed?

If you cannot find the Merlyn app on your computer using the search steps above, it may not be installed yet.

  • Check your computer: Look in your Applications folder (Mac) or Start Menu (Windows).

  • Need to Install? If you are setting up a new computer or realize the app is missing, please visit our installation guide:

  • ⚠️ Note for Teachers: If you are blocked from installing software, please contact your School/District IT Helpdesk. You likely need an administrator to approve or "push" the installation to your device.

     

🛑 STOP! Critical Check: Sign-In and License Status First

If Merlyn isn't responding, the cause is often that the app is logged out or your license is inactive.

  1. Check Status: Look at the Merlyn application interface. Are you seeing any of the following?
  • A prompt that says "Click here to sign in"
  • An error message like "No Active License" or "License Expired"
  1. Resolution:
  • If YES (You see a sign-in or license block): STOP this flow and navigate to 🔑 Sign-In & License Errors for the fastest resolution.
  • If NO (You are signed in and the license is OK): Proceed below.
     

Step 3: Run Merlyn Diagnostic Tool

This tool checks your system and sends valuable data to your Admin or Support team.

  • Action: Run the Merlyn Diagnostic Tool.
  • Result: Note the results, especially the status of your network allowlist.
  • Action: Send the results to Merlyn to automatically open a support ticket.


Step 4: Verify System Microphone Permissions (MacOS & Chromebooks)

Permissions can drop or be temporary, blocking Merlyn from hearing you.

  1. Navigate to System Settings: Go to your computer's main Privacy & Security (MacOS) or Settings > Privacy and Security (Chromebooks) menu.
  2. Find Microphone: Select the Microphone setting.
  3. Grant Access: Ensure the Merlyn application is explicitly listed and set to "ON."
  4. ⚠️ Non-Admin Gate: If you are unable to access or change these settings, contact your School/District IT Admin for assistance.

 

Step 5: Hardware Triage and Remote Functionality Check

If the AirMouse works, the hardware is fine; if not, you have a physical issue.

  1. Test Command: Press and hold the Push-to-Talk button and say clearly: "What time is it?"
  2. If Remote is Unresponsive: If the remote's lights don't react or the AirMouse fails, STOP and follow the full diagnostic steps in 🖱️ Remote is Non-Responsive.
     

Step 6: Green Light / Orange Ball Check (Network Failure)

If the remote works but Merlyn doesn't respond to the test command.

Remote Light Orange Ball Transcription / Voice Response Diagnosis & Action
Turns Green Appears on Screen NO (No transcription/response) Network/Allowlist Failure. Merlyn heard the command but cannot communicate with the server.

Action: Review the Diagnostic Tool results. If the Allowlist Status is FAILED, contact your Network Administrator immediately with the results. You may have to put in a Help Desk ticket through your district IT department. 
 

Step 7: Check for Device Conflicts

  1. Isolate Merlyn: Temporarily unplug all other USB microphones, webcams, speakers, and external trackpads.
  2. Retest: Try the "What time is it?" command.
  • If it NOW WORKS: A conflict was confirmed. Systematically plug devices back in to find the offending peripheral, and manually ensure Merlyn is prioritized in your computer's sound settings.


 

Step 8: Final Reset and Escalation

  1. Final Reset: Fully reboot your computer (do not just sleep or log out). Try the test command once more.
  2. Reinstallation: If the issue persists, the problem may be a driver or failed application permission. Follow the steps in the 💻 App Installation & Setup Issues article to attempt a clean reinstallation.


 

🛑 Still Stuck? Contact Merlyn Support

If you have followed all steps without resolution, email support@merlyn.org. 


 

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