You found the FAQs! Below we have answers to many common questions and support issues.

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Known Issue(s)

“New” Teams

Microsoft has a new Teams product, and we are adding support. Currently (Nov 2023), we support “Classic” Teams only.

Physical Button Occasionally Requires Unplug and Replug

We have received reports of the mütesync app working correctly, but the physical button requires an unplug/re-plug to work properly. We have been battling a variation of this issue for a while, and most fixes have helped but have not entirely solved the problem. We appreciate your patience as we keep searching for a better fix.

Occasional Restart Needed of the mütesync App

Occasionally, after Mac computers go to sleep, or after using a Mac hot corner, mütesync must be restarted. This issue is currently being worked on.

FAQs

Where can I find the mütesync application that goes with my button? Where is the free app?

The mütesync application is available for download for Windows and Mac after submitting your info on this page.

Can I use multiple buttons on the same computer?

Yes! In fact, you can see me test up to 6 buttons at once in this Instagram video. We have many customers who put multiple buttons in a conference room so everyone can easily share a single mic and collectively toggle mute.

Where is the mute toggle? When does the icon / button light up?

Our mute button syncs with your meeting apps, so you must be in an active Zoom, Teams, or Meet meeting for mütesync to work.

The mütesync app will automatically detect when you join a meeting and reflect your mic status with the colored icon and lights. By default, the colors are yellow and red, but you can customize these in your preferences. Once in a meeting, you can toggle mute by clicking the physical button, the mütesync icon, or the mute button in the meeting app you’re using.

Why is Google Meet or Teams via browser not working?

Google Meet runs exclusively in your browser. To use mütesync with Google Meet, you’ll need to use Google Chrome and install the mütesync Google Chrome Extension. Like all other integrations, you must also download and install the mütesync app.

Meeting tools like Microsoft Teams can be installed and run as native applications or accessed via Chrome. If you’re accessing Teams from the Chrome browser, you will also need our Google Chrome Extension.

The mütesync app works but the button does not! How do I test the button?

There are a few common reasons why the mütesync app (the button in your menu bar) works correctly but the physical button does not. Here some things to try: 

1. The USB cord: This is the most common reason. Please try the mute button with the USB cord included with your order. If that is not possible, please try with another USB cord that is rated for both data and power.

2. Your USB Hub: If you are plugged into a USB hub, try plugging directly into your computer to test. If it works once plugged into your computer, then try a different USB port on the hub.

3. Driver's Are Missing: When you install the mütesync app for the first time, we install the necessary Windows drivers. In some cases, Windows security software or corporate IT policies prevent us from installing these drivers. Learn how to manually install drivers here. In very rare cases, Mac users will need to update a driver. The Mac driver can be downloaded here. After install you may need to restart your computer.

4. Security Software: If you are using a company computer you may have to request that your IT team authorize the use of the mütesync mute button. You can ask your IT team to whitelist our device ID. Learn more here.

5. The Button is Defective: When you plug in your button it should flash white briefly. If it does not, your button may have been damaged. Please contact mütesync for a replacement.

If you've tried the above and your physical button still doesn't work then please run the Physical Button Test below to see if our mütesync app is able to connect to the button 

How do I run the Physical Button Test to see if my button is damaged?

1. Ensure the mütesync app is closed

2. Plug in the button (it should flash once)

3. In Google Chrome go to this link: https://mutesync.s3.us-west-2.amazonaws.com/public/web-serial-test/index.html

4. Follow the instructions

5. If successful you will see a green image that says Button Connected. Clicking the button should toggle the light from red to yellow. This means the button is not defective but for some reason the mütesync app is not able to connect. Please contact mütesync support to help further diagnose.

How do I get IT to install the app? How do I whitelist my mute button? What's my Device ID?

There are two ways your friendly, neighborhood, corporate IT team may be blocking mütesync. 

1. If you cannot install the mütesync app you'll need to request permission from your IT team. You can send them a link to our app download page with a nice note and maybe a box of chocolates. Hopefully they are wiling and able to install it for you or grant you permission to install. Our app has been run by companies as big as Google and HP so hopefully you can also get through the IT approval process at your company.

2. If you are able to install and use the mütesync app, but the button is not working, then your IT team may be blocking the installation of drivers or the use of any USB devices. This can often happen when IT teams are using the common Microsoft Defender policies Device Control and Removable Storage. You can ask the IT team to whitelist our Device ID and then reinstall the app.

Here is the information IT would need to whitelist our device. It may help to include this information if you submit a IT request. 

Instance ID: USB\VID_10C4&PID_EA60\S7GWBRO3JUH8AF

Device Description: Silicon Labs CP210x USB to UART Bridge (COM4)

Class Name: Ports

Class GUID: {4d36e978-e325-11ce-bfc1-08002be10318}

Manufacturer Name: Silicon Labs

Status: Started

Driver Name: oem37.inf

Hardware IDs:

USB\VID_10C4&PID_EA60&REV_0100

USB\VID_10C4&PID_EA60

Compatible IDs:

USB\Class_FF&SubClass_00&Prot_00

USB\Class_FF&SubClass_00

USB\Class_FF

Is there a more basic mode that doesn’t track the mute status? Can it just toggle the system mic?

In short, no. We do not support a system mic mode.

Some background: we’ve heard many requests for a basic system mic toggle. TBH, this was surprising… we put “sync” right in our name because we think it’s awesome when the mute button can also reflect changes in your meeting app! But some people prefer “ghost mute” when they turn off their system mic and stay muted in the meeting app. Or perhaps they want to use the mute button for a meeting app or other purpose that we haven’t integrated. And lastly, some people can’t give the mütesync app the correct permissions but might be able to use a more basic system mic toggle. We made a few valiant attempts at adding system mic toggle mode, but it caused a lot of hard-to-fix issues with microphones, audio drivers, and more, so we stopped development on it and no longer plan to support that feature.

Do you support Zoom Webinar Mode?

Since you can’t mute/unmute in most Webinars, we have yet to add support for the button.

The button works (lights up correctly on mute/unmute) but does not toggle mute?

In some meeting applications, we rely on the default hotkeys to mute and unmute your app. If you have customized your hotkeys try returning the hotkey to its default setting and see if that solves the issue. We hope to allow more flexibility to support users who change their default hotkeys in the future.

Do you have a mütesync hotkey I can use?

We do not.

Can I use my own USB cord? Can I connect the button via a USB hub? Can I use a USB converters?

For the most part…yes. You can use the mütesync mute button with most USB hubs, USB adapters (some call them dongles), and USB cords you have laying about. The USB Cords must be capable of both Data and Power transfer so some of the very cheap convenience store USB cables may not work. Also, some USB Hubs have ports that are “charging only” ports and do not transmit data. If you buttons isn’t connecting, try using different ports on your USB Hub. If you’re still having trouble getting the button to work it’s always helpful to connect it directly to the computer. If that works, then you know it’s an issue with the cable, adapter, or USB Hub you’re using.

If you want to get technical… our mute button relies on a standard called USB 2.0 so you should be able to use USB 2.0 or USB 3.0 cables. In addition, our device is low power so you do not need a “powered” USB port. Some devices, like external cameras, require a regulated 5V signal and a specific amount of amperage to power a device. That’s why many USB hubs actually plug into an outlet as well as have a USB cable. Our mute button doesn't need anything like this, and should work off of any USB port, unless a bunch of power hungry devices are plugged in at once (this would be pretty specific and not a usual occurrence).

I want a USB-A not a USB-C cord? Is this a USB cord?

There are many types of USB cords. The most common two, as of now, are the USB-A and the USB-C cords. We did a poll of our early users and found our users split 50/50 on which cord they preferred. So we chose the newer USB-C option to include with each mute button. Our hope was that the cord would be easy to connect and also be useful for other devices you may have as more of them transition to USB-C.

Well, based on some clear feedback from our newer users, it seems a lot of people prefer USB-A. Windows users seem to sticking with USB-A and Mac users often use USB hubs that support many USB-A ports but only two USB-C ports; generally with one being used for power and one to the Mac.

So enough backstory. What to do? You can use almost any USB cord you have laying around. So if you have a USB-A cord that has a USB-C on the other side to connect to the mute button, you can use that. Amazon also offer very inexpensive USB-C to USB-A converters as well as USB-C to USB-A cords.

We also added an inexpensive USB-A cord to our online shop.

Sometimes my mute button flickers. What’s happening?

During a meeting the mütesync app is communicating with your meeting app to monitor your meeting and mic status. Sometimes, especially when your computer is under a heavy load, you may notice the mute button flickers. This happens becuase the mütesync application is temporarily unsure of your meeting and mic status so we set the button to inactive so you know it’s unable to get a signal from, or communicate with your meeting app. This should be limited to brief moments when you are actively doing other heavy task (starting to screen share, opening a large file, turning on HD video). However on some older or underpowered computers this may be happen more frequently.

How do I customize the colors? The button is too bright!?

The button default is Red when the mic is live and Yellow when muted. Many of you want to change the muted color to Green. Some of you also asked to control the brightness.

To do so, go the the mütesync menu (clicking on the icon when NOT in a meeting or right clicking while in a meeting) and choose Preferences.

I use the Brave Browser and the Chome Extension isn’t working. Why not?

Brave is misclassifying our extension as an advertisement and disabling it. You can enable it by turning off Brave's shield for Google Meet.

What platforms and video conferencing tools do you support?

We have a native mütesync application that runs on your Mac or PC:

• Mac: Version 10.10 (Yosemite) and newer, including Mac’s with M1 or M2 chips. Be sure to download the correct mutesync application.

• PC: Windows 7 and newer

For browser-based tools (Meet, Teams via Browser) we use a Google Chrome Extension (Also supports the Brave browser).

Current Video Conference Tools We Support:

• Zoom App

• Teams App

• Teams via Chrome Browser

• Google Meet via Chrome Browser

Don’t see your meeting app, OS, or browser listed? Let us know what you want on our roadmap survey.

What is the funky two dot thing over the u?

That is an umlaut. It is Germanic. We chose it because it looks cool on our product name. We need to make a German friend so they can pronounce it for us. We really hope it doesn’t translate to something awful.

Whoa! Just googled it and it means “myth” in Estonian. We should raise the price!

International Shipping is taking a long time! Where is my button?

Unfortunately global shipping has been taking longer than usual due to very high volumes of shipments, reduced staffing, and closures/cancellation of routes. If you have an international shipment that is delayed, read this quick FAQ to see how to hunt down your button.

Why are you building this?

Because we’re tired of saying, “David, are you on mute?” every day. And David, if you ever read this… yes, we’re talking about you. You’re a brilliant engineer and a wonderful human, but your inability to unmute yourself is staggering.

Have a question we didn’t answer? Contact us.