Having trouble installing the Freed Chrome Extension? This article covers the most common scenarios and how to fix them.
General Troubleshooting Steps
Restart Your Browser: Close and reopen your browser to resolve temporary glitches.
Clear Browser Cache: In Chrome, go to
Settings → Privacy and Security → Clear browsing data → Cached images and files. This can resolve issues caused by corrupted cached data.Log Out and Back In: Log out of your Freed account, close the browser, reopen it, and log back in.
I clicked the Freed icon and nothing happened
Freed opens on top of the page in the tab you are looking at. It cannot open on browser pages or on the extension store, and it needs the page to have finished loading. If clicking the pinned Freed icon does nothing, try these in order:
Move to your EHR tab first. Freed can't open on the Chrome Web Store page or on Edge's own browser pages (
edge://). If you click it on a blank new tab or anotherchrome://page in Chrome, Freed opens its own help page in a new tab instead. Open your EHR (or any normal website), then click the Freed icon while that tab is in front. If you're signed out, clicking the icon opens a Freed sign-in window first.Let the page finish loading, then click again. If you click Freed while the page is still loading or navigating, the click is dropped.
Click Freed on the tab you want it on. Freed is only granted access to a page when you click its toolbar icon on that tab — clicking the icon on one tab does not open Freed on a different tab.
Reload the tab and click Freed again. A full page refresh clears most one-off failures.
Reinstall the Extension. If Freed is not functioning properly, remove it from Chrome and reinstall it from the Chrome Web Store.
If Freed opens but recording will not start, that is a different problem — see the microphone permission steps in Best Practices: Audio Capture & Device Permissions.
My EHR or practice system doesn't open in a browser
If your practice management or EHR system runs as a dedicated desktop or server-based application rather than opening inside a web browser, the Chrome extension cannot be installed or used with it, since the extension only works on top of browser-based systems. In that case, use Freed's standalone recording options (the Freed web app or mobile app) to capture and document your visits instead.
I don't see "Capture telehealth"
The Capture telehealth option only appears when you open Freed from the extension — not on the Freed website. Open your telehealth or EHR tab, click the Freed icon in your toolbar, then use the arrow next to Capture in person to choose Capture telehealth. If you still don't see it, update the extension to the latest version (see Updating the Freed Chrome extension).
Restrictions due to enhanced protection
If you encounter this message while installing, it usually means one of the following:
Outdated release – You may be trying to install an older version instead of the latest release.
Chrome security settings – Your Chrome browser has Enhanced Safe Browsing turned on, which may block or warn against certain installations.
Step 1. Confirm you are installing latest version
Go to Chrome Store and search for "Freed" to find our listing page. You can also use the direct link below
Step 2. Adjust Chrome to standard protection
As a temporary workaround, you can adjust Chrome’s extension security settings by switching from Enhanced protection to Standard protection which would allow you to install Chrome Extension.
Go to:
chrome://settings/security(type in browser URL field)Under Safe Browsing, switch from Enhanced Protection to Standard Protection.
Then try reinstalling the extension.
Resolving Network and Access Problems
Security Warnings When Accessing the Freed Website
User-Level Troubleshooting Steps
Check System Date and Time
Ensure your computer’s date and time are correct and set to update automatically. Incorrect system time can trigger certificate errors.
Use the Advanced Option
If the warning page includes an "Advanced" option with a "Proceed to [site]" button, you can use this to continue to the site.
If the site loads successfully in Incognito mode or on an alternate network, you may need to adjust your browser settings or consult your network administrator to resolve the issue permanently.
IT-Level Network Configuration
For IT teams, resolving SSL/security warnings often involves adjusting network or firewall settings. Ensure the following domains are whitelisted and allowed for standard HTTPS traffic:
secure.getfreed.aiapp.getfreed.ai*.getfreed.ai*.supabase.co(used for authentication)
Properly configuring these settings typically resolves access issues caused by SSL or security warnings.
Test in Another Browser or Incognito Mode: This helps determine if the issue is related to cached data or browser extensions.
Verify the URL: Double-check the URL you are using to ensure it is correct. Copy the URL from the error page to confirm.
Switch Networks: If you are on a corporate network, try accessing Freed from a different network, such as a mobile hotspot or home Wi-Fi. If it works, your corporate firewall may be blocking access, and you may need to contact your IT team to allowlist Freed.
Provide Error Details: If the issue persists, take a full-page screenshot of the error or note the exact URL and share it with the support team for further assistance.
If the issue persists despite these steps, it may indicate a need for browser or network configuration adjustments. Consult your network administrator or IT team for further assistance.
If you need further help or have questions, you can get in touch with our Clinician Support team in the method that works best for you:
Click on the Help Icon found at the bottom left corner of your Freed Page, and select Chat with Support.
Email your message to [email protected].
Join a live support call with our support team.
If you're interested in using Freed as a group, talk with our sales team.