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.
Windows: Look for “Hearsay Extractor” in your Start menu or on your Desktop.
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 7 or newer. Older systems may not install or run the app.
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 extraction. See How to prepare for an extraction for storage requirements and recommendations.
Antivirus software blocked the download: Some antivirus programs (like Norton or McAfee) may block or flag the installer. Temporarily disable the software or mark the installer 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 extraction times due to power and performance limitations.
Mac
macOS version not supported: The Hearsay Extractor requires macOS 10.14 or newer. Older Macs may not support the application.
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 extraction. See How to prepare for an extraction for storage requirements and recommendations.
App not moved to Applications folder: After downloading the .dmg file, you must drag the Hearsay Extractor to your Applications folder. If you open it directly from the download window, it won’t function properly.
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://app.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.