This article helps you troubleshoot installation problems on both Mac and Windows computers. It covers common issues like missing admin permissions, unsupported devices, storage limitations, and antivirus or firewall conflicts.
General (Mac and PC)
Installed the package, not the application: If you've downloaded the Hearsay Extractor but can't find it on your computer, make sure you're opening the installed application, not just the installer package. On Windows, look for "Hearsay Extractor" in your Start menu or on your Desktop. On Mac, make sure you dragged the app to your Applications folder and launched it from there.
Admin permissions required: In some environments, your computer may require admin credentials to install new applications. If prompted, enter your computer's administrator password or contact your IT department.
Windows (PC)
Windows version not supported: The Hearsay Extractor requires Windows 10 (64-bit) or later. Older systems may not install or run the app. The Hearsay Extractor also requires a 64-bit operating system, which most modern computers are running and you can confirm in your system settings.
Not enough storage: If your computer doesn't have enough space, the application may not download or install properly. Important: If you don't have enough space to download the app, you won't have enough to run the collection, either. See How to prepare your phone and computer for a phone collection for storage requirements and recommendations.
Antivirus or security software: Programs like Microsoft Defender, AVG, Norton, or McAfee can stop the Hearsay Extractor from downloading, installing, opening, or connecting to your phone. Temporarily disable the software or mark the Hearsay Extractor as trusted, then try again.
Chromebook not supported: Chromebooks are not compatible with the Hearsay Extractor.
Microsoft Surface (slow performance): Microsoft Surface devices are generally compatible but may experience slower collection times due to power and performance limitations.
Mac
macOS version not supported: The Hearsay Extractor requires macOS 12 or later. Older Macs may not support the application.
Not enough storage: If your computer doesn't have enough space, the Hearsay Extractor application may not download or install properly. Important: If you don't have enough space to download the app, you won't have enough to run the collection. See How to prepare your phone and computer for a phone collection for storage requirements and recommendations.
Incorrect app version: Macs now have two different chip designs, Intel-based Macs and M-Series Macs. Make that you are downloading the proper app for the proper type of Mac you are working on. If you select the wrong one, it will download, but you will be unable to install and operate that program.
App not moved to Applications folder: The Hearsay Extractor only works if you open it from your Applications folder. Double-click the file you downloaded (it ends in .dmg), then drag the Hearsay Extractor icon into your Applications folder. After that, open your Applications folder and double-click Hearsay Extractor. For step-by-step screenshots, see How to download and install the Hearsay Extractor.
For IT Teams
Firewall and network configuration
If your organization uses a firewall, proxy, or network security software, it may block the Hearsay Extractor from connecting to the internet to validate extraction codes or upload data.
Allowlist the Hearsay Extractor app if possible.
Ensure the application can reach https://portal.usehearsay.com and related API endpoints over HTTPS (port 443).
If uploads or validation fail, test on a personal hotspot or open network to rule out firewall restrictions.