> ## Documentation Index
> Fetch the complete documentation index at: https://withhalo.app/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> When an option doesn't do what you expected.

> **The Shift hint doesn't appear**
>
> Make sure you're dragging, not clicking: press and move a little. Some sites block
> dragging. On those, hold **Shift** and press on the image instead. Reload pages that were
> open before you installed Halo.

> **Original saved a small image**
>
> Some sites only ever send the small copy. Halo tried the full-size names it knows and
> fell back to what you see. On Google Images, open the result first and drag the larger
> preview.

> **The video option isn't there, or says to play it first**
>
> A streamed video's pieces are only known once the page loads them. Play a second of it,
> or reload the page and play it, then drag again. Live streams and protected (DRM) video
> offer frames only, and YouTube never offers the video.

> **The saved video plays sound but no picture**
>
> Some sites send VP9 or AV1, which QuickTime can't play. Halo converts these to H.264, but
> a very long video may take a while; the card shows the progress. If it still won't play,
> write to us with the page's address.

> **The transcript fails on YouTube**
>
> Not every video has one. Check that **Show transcript** appears under the video's
> description. If it does and Halo still fails, open the transcript panel once and try
> again.

> **Halo asks for a key, but I bought one**
>
> Paste it again in the popup (**Unlock**). If it says the key is in use on 3 browsers,
> deactivate one (see [Unlock Halo](/docs/guides/unlock.md)). If it says it was refunded or
> revoked, write to us.

> **Report for support**
>
> In the popup, open **Licence ›** (or **Unlock**); at the bottom, **Report for support**
> shows what Halo saw and did on your recent drags. It stays in your browser. If you write to
> us about a site, a copy of it helps.

Still stuck? [hello@withhalo.app](mailto:hello@withhalo.app)


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