An update failed

Retry a failed update, free the disk space that usually caused it, and reinstall from the download page if you have to.

Updated September 2, 2026

The Update tile's tooltip reads Update failed. Click to retry. Hailo has reopened on the version you already had, and nothing is broken.

Why

An update downloads the new version, expands it, swaps it in and reopens Hailo. If any of those steps stops, Hailo keeps the copy you were running rather than leaving you with half an app. Almost every failure is the startup disk being full.

What to do

  1. Click Update again. Downloads resume rather than restart, so a retry picks up from where it stopped. This is the whole fix most of the time.
  2. Read the tooltip. If it says Not enough disk space. Free up 1.2 GB, then retry., that is the cause and the number is the amount you need.
  3. Free up space. Empty the Trash, and move footage off the startup disk. Hailo checks free space twice, before the download and before expanding it, and stops rather than filling your disk.
  4. Let a run finish first. If Hailo is mid-analysis or building a film, clicking Update now shows a dialog because the update has to close the app. Let the run finish, then update. See Quitting while Hailo works.
  5. Retry once the disk is clear. The tile is still in the sidebar footer, above Feedback.

Hailo closes and reopens by itself

That is the update working, not a crash. The label changes to Installing, Hailo closes, swaps in the new version and reopens on its own. There is no password prompt, no disk image to open and nothing to drag into Applications. The previous version is moved to the Trash for you.

The first time Edit opens after an update, a Starting Edit screen may show for a moment while the engine warms up. That is normal.

Check the version afterwards

  1. Click More at the bottom of the sidebar.
  2. The last line reads Version v1.2.140 (your number will differ).
  3. Compare it with the number on hailo.studio/download, which always names the newest build.

Manage and Deliver can have features your build's release notes never mention. The version number describes the app and the Edit wing. See Versions.

Reinstall from the download page

If retrying will not get past it, install over the top. This is safe.

Note

Reinstalling keeps everything. Your settings, your projects, your analyses, your galleries and your sign-in are not stored inside the app. Nothing you have done is lost by replacing it.

  1. Quit Hailo.
  2. Open hailo.studio/download and click the download button.
  3. Open the .dmg and drag Hailo into Applications, replacing the copy that is there.
  4. Open Hailo from Applications.
  5. Check More for the new version number.

Install into the main Applications folder, not your own user Applications folder, or you can end up with two copies. See Two copies of Hailo.

If it didn't work

The tile disappeared before you clicked it. Hailo re-checks every 15 minutes and the tile comes back. Open any page with a sidebar and wait a moment.

The tile never appears at all. You may already be on the newest version. Compare More with hailo.studio/download. If the download page is newer and the tile has not shown after 15 minutes, quit and reopen Hailo.

An update seems to install and then the old version opens again. There are two copies of Hailo on this Mac and the old one is the one opening. See Two copies of Hailo.

The version line is blank or says v0. Hailo could not read its own build number. Quit and reopen.

What to send support

Write to us from the contact page with the version from More, the exact tooltip text, and the diagnostic file launch.log. See Logs and diagnostics for how to find it, and Contact support.

  • UpdatesInstall a new version of Hailo from the Update tile in one click, with no password and no download to drag, and know what to do if an update fails.
  • VersionsFind which version of Hailo you are running, understand why Manage and Deliver can be newer than it, and read the release notes.
  • Logs and diagnosticsFind the diagnostic file support asks for and attach it to an email, using Finder.
  • Quitting while Hailo worksKnow what Hailo asks when you quit during a film build or an analysis, what is kept, and how the 30-second wave-through works.
  • Two copies of HailoRecognise when an older copy of Hailo is still on your Mac, read the one-time message Hailo shows, and remove the old copy by hand.
  • 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.
  • 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.
Still stuck? Send a note from the contact page and a real person at Hailo answers. Include the studio name you signed up with and, if it is about a specific screen, what you clicked.
Contact support