If the upload or sharing step won't go through, whether it's stuck, showing an error, or blocked, here are the fixes in order.
First, close and reopen the Hearsay Extractor
Most stuck uploads clear with a fresh start. Close the Hearsay Extractor, reopen it, click Open next to your case, and try sharing again.
Note: Your backup stays saved on your computer, so nothing is lost if an upload fails. You can reopen the case and share again at any time. See How to upload phone data from a previously completed backup.
Upload stuck on "Getting messages"
If the upload sits on the "Getting messages" screen and the window is unresponsive, close the Hearsay Extractor, reopen it, click Open next to your case, and try sharing again.
"An error occurred while connecting to the server"
This error usually means security software, such as antivirus or a firewall is blocking the Extractor's connection.
Step 1: Temporarily pause your security software.
Step 2: Close and reopen the Hearsay Extractor, click Open next to your case, and try sharing again.
Step 3: Turn your security software back on once the upload completes.
If the error keeps appearing, send a debug report so Support can see what is blocking the upload (see How to send a debug report to Support), then contact us through chat or at [email protected].
"Device Upload Limit"
A "Device Upload Limit" message is a momentary billing glitch. The system doesn't register that payment was made, so it blocks the upload. It's nothing you can fix on your end, and your data is safe.
Contact Support through chat or at [email protected] and mention the message. Our team will fix it and let you know when sharing is enabled. Then exit the case, reopen it, and try sharing again. Your completed backup is still on your computer, so you won't redo the collection.
Still stuck?
Contact us through chat, or email [email protected].