# Retain App: Common Issues

**Categories:** Getting started

**Published:** December 8, 2025

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### 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](https://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 Recording**and 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](https://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**