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

  • Still can’t find the answer you’re looking for? Contact us.

  • Installed the MuteMe app but hitting a bug? Go to Settings > Support > Report an Issue. Be sure to include your logs and we will get back to you asap.

  • Saw the app update and want to know why? Check the release notes.

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FAQs

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

The Mütesync application has been replaced by the MuteMe app, which now fully supports Mütesync devices. You can download the free MuteMe app for Windows and macOS directly from the MuteMe website. Simply uninstall the Mütesync app and install the MuteMe app to get started!

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. Support for multiple buttons is coming very soon to the MuteMe app. We have many customers who put multiple buttons in a conference room with the old app so we want to get this feature rolled out in the new app shortly. Many of our customers use multiple buttons in conference rooms, allowing everyone to easily share a single mic and collectively toggle mute for seamless collaboration. Stay tuned for the update!

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How do I give mütesync the right permissions on Mac?

On installation you will be asked to give the MuteMe app permission to control your computer so it can interact with Zoom, Chrome, and other video conferencing apps. If you skipped that step or are struggling to get mütesync to work properly it’s good to ensure you have granted the correct permissions.

Go to System Preferences > Security & Privacy. Ensure you’re on the Privacy Tab and then click on Accessibility in the menu on the left. You should see MuteMe-Client there with a checkmark next to it. Click the lock in the lower left. If the MuteMe app is there, remove it from the list by clicking the minus button. Then use the plus sign to (re)add the MuteMe app.

The MuteMe 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: 

Uninstall MuteSync Software

To ensure smooth operation of your MuteSync device with MuteMe software, please uninstall any old MuteSync software from your computer. The MuteSync software can conflict with the COM port and lock it out, potentially blocking the MuteMe software from connecting to your device.

Driver's Are Missing:

On Windows, the MuteSync device drivers might not automatically install. These drivers are sometimes listed under “Optional” updates in Windows Update. To manually update drivers:

    1. Open Settings on your Windows PC.

    2. Navigate to Update & Security and select Windows Update.

    3. Click on the Check For Updates Button. Once it is done.

    4. Click on Advanced Options.

    5. Scroll down and click on Optional Updates.

    6. Under the Driver Updates section, look for drivers associated with "Silicon Laboratories Inc - Ports", “Silicon Labs” or “CP210x USB to UART Bridge.”

    7. Select the driver and click Download and Install.

If you do not see any optional updates, it may mean that the driver is already installed or available only directly from Silicon Labs. You can alternatively download the driver using the button below:

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.

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.

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.


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 MuteMe 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 Microsoft so hopefully you can also get through the IT approval process at your company.

  2. If you are able to install and use the MuteMe 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


Do you have a mütesync / MuteMe hotkey I can use?

We do not at this time.


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?

USB-A versus USB-C plug.

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.

Sometimes my mute button flickers. What’s happening?

During a meeting the MuteMe 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 MuteMe 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.

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.