Troubleshooting Guide: Phone Not Detected During Hearsay Extraction If you're starting or in the middle of a Hearsay extraction and the app is not detecting your phone, follow these steps to troubleshoot the connection.
✅ Step-by-Step Checklist
1. Confirm Physical Connection
Use a USB cord to plug your phone directly into your computer, not a wall charger.
Avoid USB hubs or adapters where possible.
2. Check the USB Cable Type
Make sure the USB cord supports data transfer, not just power.
Branded cords (Apple, Samsung, Insignia, etc.) are more likely to support data.
If unsure, test a different cord that you know supports file transfers.
3. Check if Your Computer Detects the Phone
Open Finder (Mac) or File Explorer (Windows).
In the sidebar under Locations (Mac) or Devices & Drives (Windows), look for your phone's name.
If your phone does appear, the computer recognizes it.
If it doesn’t, try the next steps below.
4. Try a Different USB Port
Switch to a different USB port on your computer. Ports can be damaged or faulty over time.
5. Inspect the Phone’s Charging Port
Check for signs of physical damage or debris.
A damaged port can prevent data connections even if charging works.
6. Ensure Your Computer Is Powered Properly
Plug your computer into a wall outlet if it's low on battery.
Power-saving modes can limit data transfer capabilities.
7. Let the Phone Cool Down
If the phone feels hot (e.g., from sun exposure or heavy use), power it off and let it cool before trying again.
🔧 Still Not Working?
If you’ve gone through these steps and your phone still isn't connecting, reach out to our support team:
📧 support@usehearsay.com
We’ll help you troubleshoot further and get you back on track.