If the custodian says they are done but the case shows no data, this article explains the most common cause and how to resolve it.
A completed backup is not shared data
Completing a phone backup saves the data locally on the custodian’s computer. Nothing appears in the case until the custodian searches, selects, and shares conversations from that backup. A custodian can finish the backup, see a completion message, and close the Extractor without having shared anything.
Check the data source status
Open the case and go to the Collection Requests page. It shows the status of each requested data source, so you can confirm whether data was shared or only the backup was completed.
What to tell the custodian
Ask them to reopen their case in the Hearsay Extractor and share the conversations. These guides walk them through it:
Note: for Auto Share extractions, if the upload failed partway, the custodian can reshare: How to reshare conversations (for Auto Share extractions).
If they shared and the case is still empty
Contact Support through chat or at [email protected] with the extraction code and case name.