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 (Android).
How to fix it:
Make sure your phone is running Android 10 or newer
Restart the collection
Approve all permission requests 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 (Android).
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 backup to an external drive with enough available storage.
Once space is available, restart the collection.
Need an external drive recommendation? Click here.
Connection error
What this means
There is a problem with the connection between your phone and computer.
Quick fix
Try a different USB cable.
Try a different USB port.
Restart your phone.
Connect the USB cable directly to the computer’s USB ports.
See Fixing phone connection errors for detailed troubleshooting steps.
Device disconnected
What this means
Your phone was unplugged or lost connection during the collection.
Quick fix
Try a different USB cable.
Try a different USB port.
Restart your phone.
Keep your phone unlocked and prevent it from sleeping.
Connect the USB cable directly to the computer’s USB ports.
See Fixing phone connection errors for detailed troubleshooting steps.
Device disconnected (power issue)
What this means
The USB port or computer doesn’t provide enough power to maintain the connection.
Quick fix
Use a different USB port.
Connect the USB cable directly to the computer’s USB ports.
Try a different USB cable.
See Fixing phone connection errors for detailed troubleshooting steps.
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 network or cloud drive, switch to a local or external drive.
Restart the collection 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. Close and reopen the Hearsay Extractor application and try again.
If the error occurs again, our Support team will automatically be notified to review it.
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 collection.
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 workplace or school, contact your IT department.
Restart the collection after removing the profile.
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 you don’t need.
Free up the amount of space shown in the error message.
Restart the collection once enough space is available.
Be careful not to delete anything important.
Unknown error
What this means:
An unexpected issue occurred during the extraction.
How to fix it:
This may be temporary. Close and reopen the Hearsay Extractor application and try again.
If the error occurs again, our Support team will automatically be notified to review it.
User aborted extraction
What this means:
The collection was manually stopped.
How to fix it:
Restart the extraction from the beginning