Connection errors are the most common hardware-related issue and are usually easy to resolve once the failure point is identified. In most cases, the problem comes from a cable, USB port, or missing trust approval. This article explains how to resolve common connection errors for both Android and iPhone devices.
Restarting both the phone and computer almost always helps. If the connection still fails, disable any VPN or antivirus software. These can block the phone connection.
Phone not connecting to the Hearsay Extractor
If your phone does not appear in the Hearsay Extractor, start here.
iPhone
If your iPhone isn’t recognized:
See How to Tell if Your Phone Is Connected to Your Computer to confirm it’s properly connected.
Common causes
A cable that doesn’t support data transfer
Missing Trust approval
How to fix it:
Try another USB cable that supports data transfer.
Restart both your phone and computer.
Reconnect your iPhone and tap Trust when prompted.
If the Trust prompt was missed or tapped later, restart the iPhone and try again.
If the Trust prompt still doesn’t appear after reconnecting, reset trust settings:
On your iPhone, go to Settings → General → Transfer or Reset iPhone → Reset → Reset Location & Privacy. Then reconnect the phone and tap Trust when prompted.
You can verify Apple’s instructions at https://support.apple.com/en-us/109054.
Android
If your Android device isn’t detected in Hearsay Extractor:
See How to Tell if Your Phone Is Connected to Your Computer to confirm it’s properly connected.
Common causes
Developer options not enabled
A cable that doesn’t support data transfer
Missing data access approval (USB mode set to Charging only)
How to fix it
Enable developer options — see How to Turn On Developer Options (Android).
Try another USB cable that supports data transfer.
Approve the data access prompts (see below).
If the phone shows in File Explorer but not in Hearsay Extractor, unplug it, restart the phone, and reconnect.
Trusting computer and data access prompt (Android)
When first connecting your phone to a new computer, Android may default to Charging only for security reasons. To allow data access:
Unlock your phone and connect it using a USB cable.
When you see Charging this device via USB, tap the notification.
Select File transfer / Android Auto (sometimes labeled Transferring files).
If prompted with Allow USB debugging?, tap Always allow from this computer, then tap OK.
Reopen Hearsay Extractor and proceed with the collection (Developer Options must be enabled).
If the prompts were missed, unplug your phone, restart it, and reconnect. You’ll see them again.
Connection error or device disconnected error during collection
If you receive a Connection error or Device disconnected error, the phone and computer temporarily lost connection.
Common reasons
USB cable: Damaged or low-quality cables can cause dropouts.
Computer USB port: Some ports provide less power or slower data transfer. On Windows desktops, use the USB ports on the back of the computer.
Dock, hub, or splitter: Plug directly into the computer whenever possible. If using one, choose a powered hub.
How to fix it
Replace the USB cable and try a different USB port (rear ports on desktops are best).
Restart both the phone and computer.
Reconnect and restart the collection.
Android-specific tips
Collection pausing or being interrupted by notifications
During the collection, the Android device must stay on, awake, and unused.
A high volume of notifications (texts, emails, calls, etc.) can interrupt the collection.
If the Android collection repeatedly pauses or disconnects, put the phone in Airplane Mode for the duration of the collection.
If the phone won’t reconnect after a failed attempt
If you’re reattempting an Android collection that previously failed and the phone no longer connects to Hearsay Extractor:
Open the list of installed apps on the Android phone.
Search for Hearsay Extractor.
If the app appears, delete it.
Restart the collection.
Still not working?
If the problem continues after checking your ports, cables, and permissions:
Restart both your phone and computer again.
Close any other programs that might use the phone connection (such as Finder, iTunes, or Android File Transfer).
Reopen Hearsay Extractor and retry the collection.
If the issue persists, contact Hearsay Support through chat or email at support@usehearsay.com. Include a brief description of what you’ve tried so our team can review your extraction logs and provide feedback.