The Akuru extension works by talking between your i-scribe tab and your EMR tab. If it can't find one of them, or an insert seems to do nothing at all, the cause is almost always how your windows and tabs are arranged. Work through these in order.

```callout kind="warning"
**The single biggest cause: separate windows.** i-scribe and your EMR must be open in the **same browser window** (side by side, two tabs in one window), not in two separate windows. Across separate windows the extension can't bridge them, and an Insert can silently do nothing with no error. This is the most common reason transfers fail (Jira INTG-125).
```

## Step 1: Put i-scribe and the EMR in one window

```steps
1. Make sure i-scribe and your EMR are **two tabs in the same Chrome window**.
2. If one of them is in a separate window, drag its tab into the window that has the other.
3. Try the action again (New Patient, Generate, or Insert Outputs).
```

## Step 2: Use a single Xestro tab

```callout kind="warning"
**Multiple Xestro tabs aren't supported** (Jira MDP-780) and can cause upload failures and page freezes. Keep just **one** Xestro tab open. Close any duplicates.
```

## Step 3: Refresh an idle / "Reconnecting…" toolbar

If you've left the page idle for a while, the extension's background worker can go to sleep. You'll see the toolbar show **"Reconnecting…"** with its buttons disabled.

```steps
1. Refresh the EMR tab.
2. Refresh the i-scribe tab.
3. Wait for the toolbar to return to its connected (green) state, then try again.
```

```callout kind="info"
The toolbar goes into "Reconnecting…" when it hasn't heard a fresh state from i-scribe (more than \~10 seconds old). A refresh wakes things back up.
```

## Step 4: Check you're on a supported page

The extension only runs on the pages it's scoped to: your i-scribe site, Xestro (`*.xestro.com`), and `medical.akuru.io`. It deliberately can't see any other site. If the toolbar isn't appearing at all, confirm you're on one of those pages and that the extension is installed and pinned in Chrome.

## "The toolbar is covering a button I need"

The toolbar is a fixed bar at the top of the page and can sit over Xestro's save or cancel button. It's draggable, so drag it down or out of the way and it stays put.

## "Why does my Xestro look different?"

Xestro can look different from one practice to another, and from the screenshots in these articles, because layouts and configuration vary between sites. The Akuru toolbar and its buttons work the same way regardless of how your Xestro is laid out, so follow the button names (New Patient, Start, Generate, Insert Outputs) rather than the exact screen positions.

```callout kind="info"
Still stuck after all four steps? Capture your extension version and what you clicked, and report it. See [Getting help & reporting a problem](/browser-extension/getting-help-and-reporting-a-problem).
```

```faq
### Insert does nothing and there's no error. What's wrong?
Almost always i-scribe and the EMR are in separate windows (INTG-125). Move them into the same Chrome window and try again.

### The toolbar disappeared.
Confirm you're on a supported page (your i-scribe site, Xestro, or medical.akuru.io) and that the extension is installed and pinned. Refreshing the tab brings it back if the worker had gone idle.

### Do separate monitors count as separate windows?
What matters is the browser **window**, not the monitor. Two tabs in one Chrome window work even across monitors; two separate Chrome windows don't, even on one screen.
```