Google Chat no rooms loading

Question

I have authorised the Trello app in a room and linked accounts with no problem. The Chat notification button has appeared on my board, but when I click it the list of rooms never populates. It just says 'Loading'. I have left it for 30 minutes and nothing has happened. I unlinked and re-did the whole process a couple of times, but always get stuck at this screen.

Blair at Atlassian · Answer

Hey @Kattcrazy - If you haven't already, try the following steps:

* If you still have the Trello Power-Up enabled on a board, remove any personal data from the Google Chat Power-Up: 
Select the Power-Ups menu in the board header

Select the Settings button

Select Remove Personal Settings

* Disable the Power-Up.
* Remove the bot from the room.
* Direct message (DM) the bot and unlink your account.

Then, proceed as follows:

* Ensure you are signed into the correct Google account on both Trello and Hangouts Chat.
* Mention the Trello bot in the room to add it.
* You should receive a message indicating the need to authorize the bot. DM the bot directly and complete the authorization, but do not add the Power-Up yet.
* Return to the room and mention the Trello bot again.
* Click on 'ENABLE POWER-UP'.
* Select the board you wish to use, and then click on the 'Hangouts Chat Alerts' link.

Hope this helps!

Kattcrazy · Answer

I have the same issue, I tried an incognito window and it still didn't work.

It won't load.

This is what it says in Chat.

It is enabled in the board

Cody · Answer

Could you try from a second browser and/or from an incognito tab with extensions disabled to see if the issue may be related to a browser setting? It sounds like you're doing all the right things, but it's just not able to communicate with Google Chat.

We have more detail on troubleshooting there here: https://help.trello.com/article/736-troubleshooting-browser-issues-with-trello

If that doesn't help, could I ask you to create a ticket through trello.com/contact? This gives us access to a few more tools to help investigate, and we can discuss information that can't be shared in the community.

I'll keep an eye out for your reply!