# Helpwing troubleshooting (Mac and Windows)

Public steps only. Download the app from https://helpwing.dev/download.html. Support: support@helpwing.dev

## Before you start

- Download only from helpwing.dev.
- Mac: Apple Silicon installer on M1–M4; Intel installer on Intel Macs.
- Need macOS 14.2+ or Windows 10 64-bit (2004+) / Windows 11.

## Mac will not open the app

macOS may say the app is damaged or the developer cannot be verified. That is a first-open warning.

1. Download again: https://helpwing.dev/dl/arm64 or https://helpwing.dev/dl/intel
2. In Terminal (use the file you have):

```
xattr -cr ~/Downloads/Helpwing-arm64.dmg
```

For Intel, use `Helpwing-x64.dmg`.

3. Open the disk image and drag Helpwing to Applications.
4. Right-click → Open the first time (do not double-click).

If it still fails: delete Helpwing from Applications, empty Trash, download again.

## Windows will not open the installer

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

1. Download again: https://helpwing.dev/dl/windows
2. SmartScreen: More info → Run anyway.
3. If security software removed the file, restore it and allow Helpwing. Do not turn protection off.

## App started but no window

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

- Show or hide: ⌘B (Mac) or Ctrl+B (Windows)
- Quit: ⌘Q / Ctrl+Q, or the close control if you see it

## App cannot reach the server

On the same computer, open https://api.helpwing.dev/v1/health in a browser.

- Page does not load → fix Wi‑Fi, try without VPN, or try a phone hotspot.
- Page loads but the app fails → allow Helpwing in firewall or antivirus and retry.

## Microphone, screen, or interviewer audio

Permissions are requested when you turn a feature on.

- Mac: System Settings → Privacy & Security → Microphone and Screen Recording. Quit and reopen Helpwing.
- Windows: Settings → Privacy & security → Microphone. Confirm the meeting is not muted and system audio in the app is on.

No virtual audio cable is required.

## Still stuck

Email support@helpwing.dev with OS (and Mac chip), what you downloaded, and the exact on-screen message. Do not send passwords or one-time codes.