Troubleshooting
When something looks wrong: what to check, what the messages mean and how to reach us.
14 articles
- Contact supportReach a person at Hailo from inside the app or by email, and send the few details that get your problem solved in one reply.
- Can't sign inGet past a wrong password, a code that never arrives, a lockout, a missing Touch ID button or an invite code that will not take.
- Edit won't open or shows Reconnecting to the editorWork out why the Edit wing is stuck on a holding screen, and get it open again in a few steps.
- An analysis paused, stopped or failedRead the message on the progress card, work out which of the five causes you have, and get the run moving again without losing finished work.
- A card isn't showing upAdd a card, an SSD or a folder by path when it does not appear in the offload list, and know what Hailo counts as a card.
- A film won't upload, or the upload stoppedFix a film Hailo refuses to take, an upload that stalled, and the banners about storage and rate limits, without losing the transfer.
- Can't see a film in 4KRead the 4K line under a film, find out why the gallery is playing in 1080p, and know when waiting is the answer and when re-exporting is.
- The couple can't open their galleryMatch the page the couple is seeing to its cause, from an unpublished draft to a mangled link, and fix it from the editor.
- Email isn't sendingFind out why a proposal, invoice, gallery link, automation or notification never arrived, and fix the mailbox or the setting behind it.
- A payment isn't showing upWork out why an invoice still shows a balance, why a couple sees no way to pay, and what Hailo does and does not do about money.
- An integration won't connectClear a stuck Waiting for browser approval overlay, and fix the connection states for Gmail, Google Calendar, Stripe, Square, Instagram and Zoom.
- An import was refused or came in wrongFix a file Hailo would not read, and check the four things worth checking after an import lands.
- An update failedRetry a failed update, free the disk space that usually caused it, and reinstall from the download page if you have to.
- Two copies of Hailo are on this MacSpot an older copy of Hailo still on your Mac, let Hailo trash it, or remove it by hand.