What to include
- Hopper version
- Browser and version (Edge or Firefox)
- The file type and size
- The exact message you saw
Support
Let's get it working.
Most problems are an install step, a browser setting, or a file that needs a different format. Start with the fixes below, then write to us.
Install
The extension doesn't appear.
Hopper installs from Microsoft Edge Add-ons or Firefox Add-ons in one click. If it does not appear, these are the usual reasons.
The Add to Edge or Add to Firefox button does nothing
Make sure you are in the browser named on the button, not a different browser. On the Edge listing choose Get; on Firefox choose Add to Firefox. Each browser then asks you to confirm.
The browser asks me to confirm
That is the browser's normal one-time prompt for any extension. In Edge choose Add extension; in Firefox choose Add. You can remove Hopper at any time from edge://extensions or about:addons.
The toolbar icon is hidden
In Edge, open the extensions menu, find Hopper, and choose the pin control. In Firefox, open the extensions menu, click the gear beside Hopper, then choose Pin to Toolbar. The popup is the whole interface; there is no separate window.
Hopper disappeared after a restart
Open edge://extensions in Edge or about:addons in Firefox and check that Hopper is still enabled. If it was removed, add it again from the matching store listing; future updates come from the store.
Conversion
The output isn't what you expected.
Conversion is local, so the fix is usually the source file, the chosen format, or the available memory.
A conversion stops or fails
Try a smaller file or a shorter trim first. Long videos and high quality settings need more memory. Close other heavy tabs and try again.
The audio is missing
Check the source file in another player. If the source has no audio track, no output format can add one. If it does, try MP4 or WebM as the output.
The result won't play in another app
Try MP4 for the widest compatibility. WebM is efficient but some editors and older players do not accept it. MP3 and M4A are audio-only.
The trim starts in the wrong place
Use seconds or mm:ss. Check the start is earlier than the end, and keep both inside the file's duration.
Companion
Auto-detect needs the helper.
Local file conversion does not need the companion. Auto-detect and web downloads do. If you use them, both halves have to be running and connected.
Is the companion available?
The Windows companion is a direct download on the download page: version 4.1.1, about 71 MB. It is not code-signed, so Windows SmartScreen may warn; verify the SHA-256 shown there before running it. Local file conversion works without it.
The extension says the companion is offline
Start the companion, then reopen the Hopper popup. The extension only talks to the local service over 127.0.0.1; it does not use the internet.
Firefox says the companion is offline
Firefox makes the loopback permission opt-in. Open about:addons, choose Hopper, open its Permissions settings, and allow access to http://127.0.0.1:8765/*. Then start the companion and reopen Hopper. File conversion works without this permission.
A pasted link fails
Make sure it is a direct media link, not a page that needs a sign-in or a player. Some hosts block downloads or expire their links. Try the link in a browser first.
Contact
Still stuck? Write to us.
Email is the support channel. Include the details below so we can reproduce the problem without a round trip.
Email hopperdev@zohomail.com
We read every message. Response times vary.
What not to send
- Passwords or payment details
- Private links you don't want shared
- Large media files
- Personal documents
Privacy first
Hopper never asks for an account, a password, or a payment. Anything that does is not us.
Start with the install page.
The four steps, the requirements, and the current package are all in one place.