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Troubleshooting

Use these steps if Helpwing will not open, you cannot find the window, or the app cannot connect. For how to use the overlay day to day, see the user guide.

Download again Download these steps (.md) Email support

Before you start

  1. Download only from helpwing.dev/download.html.
  2. On a Mac, use the Apple Silicon installer on M1–M4, and the Intel installer on Intel Macs.
  3. You need macOS 14.2 or later, or Windows 10 (64-bit, 2004 or later) / Windows 11.

Mac will not open the app

macOS may say the app is damaged or that the developer cannot be verified. That is a first-open warning on current builds, not a broken download.

  1. Download again: Apple Silicon or Intel.
  2. In Terminal, clear the download flag (use the file you actually have): 
    xattr -cr ~/Downloads/Helpwing-arm64.dmg
    For Intel, use Helpwing-x64.dmg instead.
  3. Open the disk image and drag Helpwing to Applications.
  4. In Applications, Right-click → Open the first time (do not double-click).

If it still fails, delete Helpwing from Applications, empty Trash, and repeat from a fresh download.

Windows will not open the installer

Windows may show “Windows protected your PC.” That is a first-run warning on current builds.

  1. Download again from Download for Windows.
  2. On SmartScreen, choose More info, then Run anyway.
  3. If security software removed the file, restore it from Protection history and allow Helpwing. You do not need to turn protection off.

The app started but you cannot see it

Helpwing is a small overlay. It may sit on another display or be hidden.

  • Show or hide: ⌘B on Mac, Ctrl+B on Windows.
  • Quit: ⌘Q / Ctrl+Q, or the close control in the window if you see it.

The app says it cannot reach the server

Check the service from a normal browser on the same computer:

  1. Open https://api.helpwing.dev/v1/health.
  2. If that page does not load, fix Wi‑Fi, try without a VPN, or use another network (for example a phone hotspot). The installer is not the problem.
  3. If that page does load but the app still cannot connect, allow Helpwing in your firewall or antivirus, then try again.

Microphone, screen, or interviewer audio

The system asks for permission when you turn a feature on — not at download.

  • Mac: System Settings → Privacy & Security → allow Microphone and Screen Recording (needed to hear computer audio and to take screenshots). Quit Helpwing fully and open it again.
  • Windows: Settings → Privacy & security → allow the microphone. Confirm the meeting is not muted and that system audio in the app is on.

No extra virtual audio cable is required on either system.

Still stuck

Email [email protected] with your operating system (and Mac chip: Apple Silicon or Intel), what you downloaded, and the exact message on screen. Do not send passwords or one-time codes.

Copy-ready steps for an assistant: troubleshooting.md.