Sign-In Problems on Mac and Windows

On a computer, Hedy is a native app for Mac and Windows that you download from hedy.ai/downloads. The web companion at web.hedy.ai lets you view, share, and manage sessions you already have, but it cannot capture audio, so it is not a substitute for the desktop app. For minimum OS versions, see Hedy System Requirements.

Both desktop apps finish sign-in in your browser and then hand you back to the app. That handoff is where sign-in usually breaks, and it breaks differently on each platform.

Signing In on a Mac

1. Open Hedy and choose Continue with Google or Continue with Apple.
2. Hedy opens your browser to complete the sign-in.
3. Sign in there, then let the browser send you back to Hedy.

If the sign-in stalls partway, work through these:

• Allow the sign-in window. The page opens a second browser window to reach Google or Apple. Safari blocks this more often than other browsers. If your browser blocked it, you will usually see a blocked pop-up icon in the address bar; allow it and the sign-in continues.

• Use a different default browser. If the sign-in window never appears in Safari, set another browser such as Chrome as your default in System Settings, then try signing in again.

• Let the browser reopen Hedy. At the end, your browser asks for permission to open Hedy. Approve it. If you dismiss that prompt, the sign-in completes in the browser but never reaches the app.

• Leave Hedy open while you finish the sign-in in your browser.

• Check the network if the sign-in page itself will not load. See Hedy can’t connect (VPN, firewall, corporate network).

• Try the other method. Google and Apple sign-in use the same browser handoff, so if one will not complete, the other is worth a try.

Apple Sign-In on Windows: “Connection Refused”

When you sign in with Apple on Windows, Hedy opens your browser to complete the authentication. After you sign in with Apple, the browser redirects back to Hedy on your computer. The “connection refused” error means the browser could not reach Hedy to complete the sign-in.

This is usually caused by firewall or security software blocking the connection between your browser and Hedy.

How to Fix It on Windows

1. Make sure Hedy is still running: Hedy must remain open while you complete the Apple sign-in in your browser. Do not close or minimize Hedy before the sign-in finishes.

2. Check your firewall settings: Windows Firewall or third-party firewalls (Norton, McAfee, Bitdefender, etc.) may block Hedy from receiving the sign-in response. Try temporarily disabling your firewall, then attempt Apple Sign-In again. If it works, add Hedy as an allowed app in your firewall settings.

3. Check antivirus software: Some antivirus programs block local network connections. Look for a “Web Protection” or “Network Protection” feature in your antivirus settings and add an exception for Hedy.

4. Disable VPN or proxy software: VPN or proxy tools can interfere with local connections. Try disconnecting your VPN and signing in again.

5. Try running Hedy as administrator: Right-click the Hedy app and select Run as administrator, then try Apple Sign-In again.

If Hedy also has trouble connecting in general, not just during sign-in, work through Hedy can’t connect (VPN, firewall, corporate network). And if the same security software gave you warnings while installing Hedy, see download and installation issues on Windows.

If Apple Sign-In on Windows Still Fails

If the steps above do not resolve the issue, you can sign in using a different method:

• Google Sign-In: Tap “Continue with Google” on the sign-in screen

Tip: This issue is specific to your computer’s security configuration. It is not a problem with your Hedy account or Apple ID. Your data and account are safe.