This article provides basic troubleshooting guidance for common error messages that may appear during an extraction. If you see an error message, find the matching description below and follow the quick fix instructions. If the issue continues after following the recommended steps or if you'd like assistance, contact us through chat at usehearsay.com or email us at support@usehearsay.com.
App install error
What this means:
The required Hearsay app did not install properly on the phone.
How to fix it:
Make sure your phone is running Android 10 or newer
Restart the extraction
Approve the installation when prompted
Allow installation of apps over USB if asked
App permission error
What this means:
The Hearsay app did not receive the permissions it needs.
How to fix it:
Restart the extraction and approve all permission prompts
Your phone must be running Android 10 or newer
Computer does not have enough disk space
What this means:
Your computer does not have enough available space to save the extraction backup.
How to fix it:
Free up the amount of space shown in the error message
Or, save the extraction to an external drive with enough storage
Once enough space is available, restart the extraction
Need an external drive recommendation? Click here.
Connection error
What this means:
There is a problem with the connection between your phone and computer.
How to fix it:
Try a different USB port on your computer
Try a different USB cable
If using a USB hub, connect directly to the computer instead
Disable any power saving modes
For iPhones, reset connection settings: Go to Settings > General > Transfer or Reset iPhone > Reset > Reset Location & Privacy
Then restart the device and try again
Device disconnected
What this means:
Your phone was unplugged or lost connection during the extraction.
How to fix it:
Make sure your phone is securely connected using a working USB cable
Try a different USB port on your computer
Try a different USB cable
Keep your phone unlocked and prevent it from sleeping
Do not unplug the phone until the extraction is complete
If the phone disconnects again, restart the extraction
Device disconnected (power issue)
What this means:
The USB port or computer does not have enough power for the extraction.
How to fix it:
Try another USB port
Use a powered USB hub if available
Keep the phone connected during the entire extraction
Disk read or write issue
What this means:
The selected save location could not be saved to.
How to fix it:
Make sure your external drive or folder is connected and accessible
Try saving a regular file to that location as a test
If using a cloud or network drive, switch to a physical external drive instead
Restart the extraction after selecting a working location
Error from app
What this means:
A general error occurred from the Hearsay app.
How to fix it:
This may be temporary — try restarting the extraction
Our team has already been notified and is reviewing the error
Installation error (Mac)
What this means:
The Hearsay Extractor was not installed properly on your Mac.
How to fix it:
Drag the app into the Applications folder
Open it from the Applications folder, not the .dmg file
Need help installing the Hearsay Extractor? Click here.
Invalid WhatsApp encryption key
What this means:
The encryption key used for WhatsApp was invalid or missing.
How to fix it:
Restart the extraction
Select I already have a key and enter the correct one
Or, create a new key when prompted
Mobile device management profile detected
What this means:
Your phone has a Mobile Device Management (MDM) profile that is blocking the extraction.
How to fix it:
On your iPhone, go to Settings > General > VPN & Device Management
Tap the MDM profile and select Remove Profile
If the phone is managed by your work or school, you may need to contact your IT department
After removing the profile, restart the extraction
Permissions not granted
What this means:
The Hearsay app was not granted the required permissions.
How to fix it:
Restart the extraction and approve all permission requests
No data will leave your computer until you manually share it
Phone does not have enough space available
What this means:
Your phone needs more free space to complete the extraction.
How to fix it:
Delete apps, photos, videos, or files that are not needed
Free up the amount of space shown in the error message
Be careful not to delete anything important
Once there is enough space, restart the extraction
Unknown error
What this means:
An unexpected issue occurred during the extraction.
How to fix it:
Try restarting the extraction
Our team has received the logs and is reviewing the issue
User aborted extraction
What this means:
The extraction was manually stopped by the user.
How to fix it:
Restart the extraction from the beginning