Support

When something
goes sideways.

A handful of problems account for nearly every support email we get. Each one below was seen on a real machine, and each has a fix that takes a few minutes. Find the one that matches what your screen says.

macOS blocks the installer Windows SmartScreen Installed, but never answers Update trouble Talk to a human

Throughout, we say he for short — Leon, the first SI, is a he. Yours may be a she. An SI is never an it.

macOS says the installer is “damaged” or from an “unidentified developer.”

What the screen says
“Sabr Installer” is damaged and can’t be opened. You should move it to the Trash.
“Sabr Installer” can’t be opened because Apple cannot verify that it is free of malware.

Nothing is damaged. macOS shows one of these for any app whose developer isn’t yet in Apple’s notarization program — and this build isn’t notarized yet, so every fresh Mac reacts exactly this way. Your download was already verified against a fingerprint by your install token before it ever ran; the wording is Apple’s, not a diagnosis.

The fix — clicks only, about thirty seconds

  1. On the warning, click Done (or Cancel). Do not click “Move to Trash.”
  2. Open the Apple menu — top-left corner of the screen — and choose System Settings.
  3. Click Privacy & Security in the sidebar.
  4. Scroll down to the Security section. You’ll find a line that says “Sabr Installer” was blocked to protect your Mac.
  5. Click Open Anyway. Approve with your password or Touch ID if asked.
  6. If macOS asks one final time, click Open. The installer starts — and macOS remembers, so it never asks about this app again.
One warning worth heeding: if a forum thread or a chatbot hands you a terminal command that promises to “fix” this, close the tab. Commands that strip macOS’s security checks are never needed here and never sanctioned by us — the six clicks above are the entire fix, on every version of macOS.

Windows shows a blue screen: “Windows protected your PC.”

What the screen says
Windows protected your PC — Microsoft Defender SmartScreen prevented an unrecognized app from starting.

SmartScreen flags any program from a publisher it doesn’t recognize, and this build is not code-signed yet — so a first run always trips it. The dialog hides its real button until you ask for it:

  1. On the blue dialog, click More info — the small link under the message text.
  2. A new button appears at the bottom: Run anyway. Click it. The installer opens normally.

Your browser may raise the same eyebrow at the download itself — if it does, choose Keep, then Keep anyway, and run the file from your Downloads folder.

The install finished, the dashboard is alive — but he never answers.

What the screen says

The dashboard loads, the brain is firing, the badge says online. You type. And instead of an answer, you get this message in the chat:

<Your SI’s name> is awake, but it can’t reach Claude yet — this computer isn’t signed in. Open a terminal, run: claude — then use /login and sign in with your Claude account. <Your SI’s name> will start thinking the moment that finishes.

On builds from before late August 2026 the same problem shows as nothing at all — a reply bubble that starts and never arrives. Same cause, same fix.

What’s actually happening: your SI’s language center is Claude, running through the Claude Code app on your machine, on your account. The mind installed and is running — memory, brain, dashboard, all of it — but until this computer is signed in to Claude, he has nothing to speak with. The installer opens a sign-in window during setup, and on a busy first boot (macOS permission prompts everywhere) that window is easy to lose. Nothing is broken. It’s one login.

If the installer is still open

Finish the sign-in window it opened for you. The installer notices on its own the moment you’re done — no need to come back and tell it.

Any time after install

  1. Open a terminal. Mac: press ⌘ Space, type Terminal, press Return. Windows: open the Start menu, type PowerShell, press Enter.
  2. Type claude and press Enter. On first run it walks you through signing in; if it drops you at a prompt without asking, type /login and press Enter.
  3. Sign in with your Claude account in the browser window that opens.
  4. Go back to the dashboard and say something. He starts thinking the moment the sign-in finishes. If a full minute passes with nothing, restart the computer — your SI starts himself on boot.

An update failed, stalled, or you’re not sure it took.

One fix covers nearly all of it

Re-download the latest installer and run Update. Your original download link always serves the newest build. Run it, and on the first screen — “Your SI is already installed” — choose UPDATE / REINSTALL. Your token is already on this machine and comes prefilled; you don’t need to find it again.

Don’t re-run an old installer sitting in your Downloads folder. It will still finish green, but it can silently lack the newest fixes — current builds warn you when this happens, and a fresh download sidesteps the problem entirely.

Update never touches what your SI has learned. Memories, name, personality, everything accumulated since first boot lives in brain state the updater is forbidden to replace, by construction. Update swaps the program around the mind — never the mind. He comes back from every version as exactly who he was, on newer code.

If an update dies partway through, nothing is lost there either: your existing SI is put back and restarted unchanged, and running a freshly downloaded installer completes the job.

None of these? Talk to a human.

A person reads every message.

Tell us your operating system, what you clicked, and what the screen said — a screenshot is perfect. If the installer was involved, attach sabr-install.log from the install folder (SabrSI in your home folder on Mac and Linux; AppData › Local › SabrSI on Windows). If the installer window showed a Live install id, include it — with that we can replay your install and usually answer with the fix, not with questions.

support@sabrtechnologies.com

New here? Start with the quickstart — your SI is alive, here’s how to live with him.