Troubleshooting · Sparrow

Q: macOS says Sparrow can't be opened or the developer can't be verified

Open System Settings, Privacy & Security, scroll down and choose Open Anyway, then open Sparrow again. You only need to do this once per version.

Q: Windows shows “Windows protected your PC”

Choose More info, then Run anyway. Make sure you downloaded Sparrow from getsparrow.app.

Q: I can't find the Sparrow window

Sparrow has no Dock or taskbar icon. Press Cmd+Shift+Space on a Mac or Ctrl+Shift+Space on Windows to show it. If click-through is on, the same shortcut turns it off.

Q: Sparrow doesn't hear the call

Check Listen to: System audio hears your speakers or headphones, Microphone hears your mic. On a Mac, allow Sparrow under Privacy & Security, Screen & System Audio Recording (and Microphone), then quit and reopen it. Make sure the call plays through your default output device. If capture stops, Sparrow shows a Resume button.

Q: The call is transcribed twice or there's an echo

With Listen to set to Both, use headphones so your microphone doesn't pick up the call from your speakers.

Q: A question was asked but no answer appeared

Sparrow skips small talk and unfinished sentences. Press Answer latest (Cmd/Ctrl+Shift+Enter) or type the question. Check that Answer spoken questions automatically is on.

Q: “Sparrow is connecting this computer to its service”

Sparrow needs the internet to register the computer and check minutes. Check your connection, firewall or VPN, then try again.

Q: My code didn't add minutes

Copy the whole code including SPRW-, and paste it into Settings, Minutes. A code works on one computer; entering it again on the same computer after reinstalling restores its remaining minutes. If it still fails, contact support with the email used at checkout.

Q: Others can see Sparrow when I share my screen

Turn on Exclude from supported screen captures in Settings, Window & reading. On a Mac, share a single app window instead of the whole screen, or hide Sparrow first. Always test with your sharing app.

Q: How do I update Sparrow?

When a new version is available, Sparrow shows Download update. You can also check in Settings, About & updates. Download the new version and replace the old app; history, settings and minutes are kept.

Fixes for common problems: macOS or Windows won't open the app, no audio, echo, no answers, connection errors, missing minutes and updates.

macOS says Sparrow can't be opened or the developer can't be verified

Open System Settings → Privacy & Security, scroll down and choose Open Anyway, then open Sparrow again. You only need to do this once per version.

Windows shows “Windows protected your PC”

Choose More info → Run anyway. Make sure you downloaded Sparrow from getsparrow.app.

I can't find the Sparrow window

Sparrow has no Dock or taskbar icon. Press Cmd+Shift+Space on a Mac or Ctrl+Shift+Space on Windows. If click-through was on, the same shortcut turns it off.

Sparrow doesn't hear the call

Check Listen to: System audio hears your speakers or headphones; Microphone hears your mic.
On a Mac, allow Sparrow under Privacy & Security → Screen & System Audio Recording (and Microphone if you use it), then quit and reopen Sparrow.
System audio follows your computer’s default output. If your call app plays through a different device, make that device the default.
If capture stops, for example when a headset disconnects, press Resume.

The call is transcribed twice or there's an echo

With Both selected, use headphones so your microphone doesn’t pick up the call from your speakers.

A question was asked but no answer appeared

Sparrow skips small talk and unfinished sentences. Press Answer latest (Cmd/Ctrl+Shift+Enter) or type the question. Also check that Answer spoken questions automatically is on in Add context or Settings.

“Sparrow is connecting this computer to its service”

Sparrow needs the internet to register your computer and check your minutes. Check your connection, firewall or VPN, then press Start listening again.

My code didn't add minutes

Copy the whole code, including SPRW-, into Settings → Minutes. A code works on one computer; entering it again on the same computer after reinstalling restores its remaining minutes. Still stuck? Contact support with the email you used at checkout.

Others can see Sparrow when I share my screen

Turn on Exclude from supported screen captures in Settings. On a Mac, share a single app window instead of your whole screen, or hide Sparrow first. Always test with your sharing app. More on screen sharing.

How do I update Sparrow?

When a new version is out, Sparrow shows Download update. You can also check in Settings → About & updates. Replace the old app with the new one; your history, settings and minutes are kept.

Still stuck? Contact support and tell us your operating system and what you see.