On rare occasions, the Hearsay Support team may ask you to send a debug report to help diagnose an issue with your collection. The report is triggered through the Hearsay Extractor and helps us identify and resolve the problem.
You do not need to plug in your phone, but you must send the report from the same computer where the collection was completed.
Step 1: Open the Hearsay Extractor app
Open the Hearsay Extractor and click Open next to your case name. You'll find your case under Last Opened or by clicking See History.
Step 2: Click Device Settings.
Find your device in the list. On the far right of that row, click the three dots (⋮) next to the Share new conversations button. A small menu will open.
Click Device Settings.
Step 3: Click Send files
Click Send files next to Send Files for Debugging and keep the Hearsay Extractor open until the report finishes sending.
Once complete, you can close the Hearsay Extractor. The report will be sent directly to the Hearsay Support team.
Next step
Once the debug report is sent, the Support team will automatically receive it. We'll follow up by email with feedback and recommended next steps.