Retain App: Common Issues

Common Issues

Installation

"Retain can't be opened because it is from an unidentified developer"

This message appears when macOS Gatekeeper blocks the app. Right-click (or Control-click) the Retain app in your Applications folder and select Open. Click Open again in the confirmation dialog. You'll only need to do this once.

The app won't launch or crashes on startup

Verify your Mac meets the system requirements (Apple Silicon M1 or later, macOS 15 or later). If you're on a supported system, try deleting the app and reinstalling from retainapp.ai/download. Reinstalling does not delete your data.

Permissions

Retain isn't capturing meeting audio

Check that Screen Recording permission is enabled. Go to System Settings > Privacy & Security > Screen Recordingand ensure Retain is toggled on. You may need to quit and reopen Retain after granting this permission.

Retain isn't picking up my voice

First, confirm Microphone permission is enabled in System Settings > Privacy & Security > Microphone. If permission is granted but your voice still isn't being captured, check your input volume:

Open System Settings > Sound

Select the Input tab

Choose your microphone from the list

Speak normally and watch the input level meter

Adjust the Input volume slider until your voice registers clearly without peaking

I granted permissions but Retain still can't access my microphone or audio

Some permission changes require restarting the app. Quit Retain completely (right-click the Dock icon and select Quit, or use Cmd+Q), then reopen it. If issues persist, try logging out and back into macOS or restarting your Mac.

Transcription

Transcription quality is poor or inaccurate

• Ensure your microphone input level is set appropriately (see above)
• Reduce background noise where possible
• Check that the correct microphone is selected as your input device in System Settings > Sound > Input
• Confirm your local transcription models are fully downloaded in Account > Models

Transcription isn't starting automatically

Verify that both Screen Recording and Microphone permissions are granted. Also check that your calendar is connected in Account > Calendars so Retain can detect when meetings begin.

Sync and Cloud

My data isn't syncing between devices

Open Account > Retain Cloud and click Sync to manually trigger synchronization. Check the progress indicator for any error messages. Ensure you're signed into the same Retain account on all devices.

Search isn't returning expected results

Try reindexing your search database. Go to Account > Retain Cloud and click Go next to Reindex Search. This process may take a few minutes depending on the amount of data.

Connected Accounts

My calendar events aren't appearing

Go to Account > Calendars and click Refresh to manually sync. If your account shows as disconnected, you may need to reconnect it. Check that the specific calendars you want are toggled on—individual calendars can be enabled or disabled within each connected account.

My email threads aren't updating

Navigate to Account > Email & Threads and click Refresh. Ensure the email folders you want (Inbox, Priority, VIP) are toggled on for your connected account.

Updates

How do I update Retain?

When an update is available, a banner appears in the app prompting you to install it. You can also check manually by selecting Retain > Check for Updates from the menu bar.

The app won't update or the update is stuck

If the built-in updater isn't working, you can safely delete Retain from your Applications folder and download a fresh copy from retainapp.ai/download. Your data is stored separately and will not be deleted—you'll pick up right where you left off after reinstalling.

General

The app feels slow or unresponsive

Quit any unnecessary applications to free up system resources. If the issue persists, try quitting and reopening Retain. For continued performance problems, reinstalling the app can help resolve corrupted files without affecting your data.

I need to start fresh with the app

Reinstalling Retain gives you a clean app installation while preserving your cloud data. To delete all your data including transcripts, tasks, and connected accounts, see the Account Management guide.

Getting More Help

If you're experiencing an issue not covered here:

• Browse our help documentation in Account > Help & App Support
• Contact our support team at contact@retainapp.ai
• Report bugs through Account > Help & App Support > Report a Bug