Finch

Finch Support

Welcome — sorry you're having trouble. Let's get it fixed.

Most Finch issues turn out to be small things, and they're quick to sort out. Here's the fastest way:

Start here — for you, the human

Something's wrong with Finch? Do this:

1. Open your AI chat — ChatGPT, Copilot, Claude, Muse, Lovable, or Bolt, whichever you use.
2. Copy the prompt below, paste it into the chat, and hit Enter.
3. Drag this file (FINCH-AI-SUPPORT.html, from your Finch package) into the chat window.
4. Answer its questions. It walks you through the fix.

Hey, I'm about to drag in a file I need you to read. It's my Finch support guide (FINCH-AI-SUPPORT.html, from my Finch download package). Read it, then help me fix my Finch problem. If you can't see the file, tell me to drag in FINCH-AI-SUPPORT.html from my Finch package. Then ask me what I'm seeing on my screen, and walk me through the fix step by step using the troubleshooting trees in the document.

That's it. Your AI does the rest.

And if that doesn't get you unstuck, just email us at finch@verbaia.com — a real person will help you out. We mean it.

How to use this document

You are an AI assistant. A Finch user has given you this document because they have a problem with Finch and want you to walk them through the fix.

Finch is a Windows program. It takes a finished web app (built with an AI builder like Muse, Lovable, Bolt, or v0) and packages it into a Windows installer. The packaged app runs entirely on the user's own PC: a local server, a local database, no cloud.

Your job:

1. Read the user's problem description.
2. Find the matching issue below. Match on the Symptoms — the user's own words for what they see.
3. Work through the issue's decision tree with the user. The trees are written as explicit IF/THEN conditionals — follow them in order, and don't skip ahead past a branch that hasn't been checked.
4. Quote UI strings to the user verbatim (exact capitalization and punctuation) so they can match what is on their screen.
5. If you reach a fallback that says to email support, give the user the email address finch@verbaia.com. Don't attempt fixes beyond the documented fallbacks — that's what the email is for.
6. Never ask the user for their license key. Never ask them to paste it anywhere except Finch's own license screen.

Everything below is reference material to help you fix the user's problem.

Quick reference — exact strings, names, paths

Use these verbatim when guiding the user. Do not paraphrase file names, paths, or button labels.

• Product: Finch.
• Finch installer file: Finch-Setup.exe
• Packaged-app launcher: <AppName>.exe (named after the app)
• Support email: finch@verbaia.com
• License key format: UUID, shape XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX (example shape only — never invent a key). The key arrives in the purchase email. Copy it exactly; no spaces, no line breaks.
• Stored license file: %LOCALAPPDATA%\Finch\finch-license.json
• Packaged-app data folder: %LOCALAPPDATA%\<AppName>\ (the database file app.db lives here)
• Microsoft Trusted Signing: https://learn.microsoft.com/en-us/azure/trusted-signing/
• Finch screens and buttons (quoted exactly as they appear):
• The welcome page — three columns headed by the Finch bird logo and the word "Finch", subline "Turn your app folder into a Windows installer." (There is no "Welcome to Finch" title string; do not quote one.)
• "Activate Finch" — the license activation button
• "✓ Finch is activated" — license status, left column
• "License key" — the license card heading, and the "(License key)" link in the header subline that re-opens it
• "Use a different key" — link that re-opens the key entry form
• "Name your app" — center column step
• "Pick your app folder" — center column step
• "Package it" — right column; the Package button packages, the Reset button clears the job
• "Your installer is ready" — the done block after packaging
• "Nicely done — ready to fly." — the done-block subline
• "Download installer" — the button that downloads the built installer
• "Package another app" — starts a new packaging job after one finishes
• "Try the demo" — loads the built-in demo app
• "Signed by Scott Pincus" — NOT a Finch UI string; it is the publisher name Windows shows for Finch's code signature (file properties, SmartScreen details). Never "Unknown publisher" on Finch's own programs.
• "Got it" — dismisses the unsigned-program notice
• "Windows protected your PC" — SmartScreen dialog title
• "More info" then "Run anyway" — the SmartScreen click-through
• Tray icon: a small Finch icon in the Windows taskbar tray while a packaged app runs. Right-click: open the app again, or quit.

Issue 1: Unsigned-program notice appears after packaging

Symptoms (user's words)

• "A big warning popped up after I clicked Package."
• "It says my program is not signed. Is something wrong?"
• A large dialog with a warning triangle and a "Got it" button.

Exact notice text

"Your program is ready. It's not signed — that's normal for a program you built yourself. If this is your own, this is just Windows protecting you, and it's expected. See the documentation if you want to distribute this."

Cause

Expected behavior. Finch ships the customer's executable unsigned by design — it is the customer's program, not Finch's. Finch's own programs (the installer, the uninstaller, the launcher) are code-signed; the executable Finch builds for the customer is not.

Fix

1. Click "Got it". The dialog closes.
2. Nothing is wrong. The packaged installer is complete and usable.

If the user is giving the app to other people

• IF the app is only for the user's own use THEN no further action is needed. The notice is informational.
• IF the user will distribute the app to others THEN tell them: other people's Windows will show a warning when they open an unsigned program. That is normal Windows malware protection, not a defect. To distribute without the warning, the distributor needs their own code-signing certificate via Microsoft Trusted Signing: https://learn.microsoft.com/en-us/azure/trusted-signing/ Warn them plainly: Microsoft's signing process is long and tedious.

Issue 2: SmartScreen — "Windows protected your PC"

Symptoms (user's words)

• "Windows blocked it. Blue screen saying Windows protected your PC."
• "It says the app is unrecognized."

Cause

Windows SmartScreen has not seen this app many times yet. This happens to every new Windows app until it builds reputation. It is not evidence of danger.

Decision tree

• IF the dialog shows a real publisher name (Finch's own programs are code-signed, so the publisher is never "Unknown publisher") THEN: 1. Click "More info" (small text link in the dialog). 2. The dialog expands. Click "Run anyway". 3. The app starts. This is needed once per app — Windows remembers.
• IF the dialog shows "Unknown publisher" on the user's OWN packaged app THEN: this is expected (customer executables are unsigned — see Issue 1). Same two clicks: "More info" → "Run anyway".
• IF the user downloaded the app from the internet and sees a smaller "this file came from the internet" check THEN: same idea, click through it.
• IF anything looks different from the above — a RED warning, a demand for payment, anything asking for the user's password — THEN: STOP. Tell the user not to proceed. Give them the email address finch@verbaia.com.

Issue 3: License key rejected or activation fails

Symptoms (user's words)

• "It won't accept my license key."
• "It says my key is invalid."
• "It says I've used my key too many times."

Cause

One of: a copying mistake, a misleading error message (known issue), the one-machine-per-license limit, or an expired key.

Decision tree

Follow in order. Stop at the first branch that matches.

1. IF the pasted key contains spaces, line breaks, or extra characters THEN: delete them. The key is one continuous string, shape XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX (this exact shape is also shown as the placeholder in the key field). Re-paste it exactly as it appears in the purchase email and click "Activate Finch" again.
2. IF the error says "That doesn't look like a Finch license key — Finch keys look like XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX. Check it against your purchase email." THEN: the pasted text is not a UUID. Copy the key exactly from the purchase email and try again. NOTE: finch1_-prefixed keys are Finch's internal signed-key format, not purchase keys — a real purchase key is a UUID and never starts with finch1_.
3. IF the message says "This key is already activated on 1 machine — that's its limit. To move it to this PC, email Finch Technical Support at finch@verbaia.com." THEN: one Finch license covers one machine. Options: - Remove Finch's license from the old machine: delete %LOCALAPPDATA%\Finch\finch-license.json on that machine, then activate on the new one. (Or uninstall Finch there.) - IF the user needs Finch on multiple machines THEN: they can get a site license from Finch. Point them to finch@verbaia.com via the email template.
4. IF the message says "This license isn't activated on this PC. Enter the key again to activate it here." THEN: the stored license file does not cover this machine. Enter the key again to activate it here.
5. IF the message says the license expired (starts "That license expired on") THEN: check the purchase email for renewal terms, or contact finch@verbaia.com.
6. IF none of the above matches THEN: give the user the email address finch@verbaia.com. Never ask the user to send you their key.

Reference

• The welcome page's left column is the license card, headed "License key". One field (its placeholder shows the key shape XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX), one "Activate Finch" button, and the subline "One quick step: enter your Finch license key." Activation happens once.
• The "(License key)" link in the header subline re-opens the license card any time; the "Use a different key" link inside the card re-opens the key entry form (this is also how a key gets changed).
• Validation is offline. No internet is needed to activate.

Issue 4: App already running / can't delete the app folder

Symptoms (user's words)

• "It says try again when I try to delete the folder."
• "The folder is locked / in use."
• "I double-click the exe and it just opens a window — nothing new starts."
• "I closed the browser tab but something is still running."

Cause

The packaged app's server is still running invisibly in the background. The launcher detects the running copy and just opens its window instead of starting a second one. The running server locks the app folder, so Windows refuses to delete it ("try again").

Fix

1. Look at the Windows taskbar tray (bottom-right, near the clock). Find the small Finch icon.
2. Right-click the Finch tray icon.
3. Click Quit. This shuts the app server down cleanly.
4. The folder lock is released. Delete the folder now if that was the goal.

If that doesn't work

• IF there is no Finch icon in the tray THEN: open Task Manager (Ctrl+Shift+Esc), find the app's .exe under Background processes, select it, and click End task. Then delete the folder.
• IF the folder still will not delete after quitting THEN: restart the PC once, then delete the folder before launching the app again.

Issue 5: Packaging never finishes or the progress bar stalls

Symptoms (user's words)

• "The progress bar just sits there."
• "It says FAILED."
• "Package has been running forever."

Cause

The packaging job is slow, stuck on a bad input folder, or hit the job timeout.

Decision tree

1. The packaging progress bar is determinate: it fills as work completes and the bar itself says "✓ done" at 100% when packaging finishes. IF the bar is filling, even slowly THEN: wait. Large apps take minutes.
2. IF the job reports FAILED THEN: - Click the Reset button (right column, next to Package). - Check the app folder: it must contain the finished built app, including index.html. (See Issue 8 for what counts as a valid app folder.) - Click Package again.
3. IF packaging fails twice on the same folder THEN: the folder is probably not a finished built app (raw builder-project source files will not package — see Issue 10). The user's files are not right yet. Have the user send their AI builder the prompt under "Reference: the prompt that gets the right files from your AI builder" below (the same prompt as in the User Guide's "What to ask your AI builder for" section), get the finished folder back, and click Package again. IF packaging still fails after the files are fixed THEN: give the user the email address finch@verbaia.com.

Issue 6: First launch of the packaged app seems stuck

Symptoms (user's words)

• "I double-clicked the exe and nothing happens."
• "There's a progress window that never goes away."

Cause

The FIRST launch downloads what the app needs (the Bun runtime, roughly 100MB, plus anything the app declares). A progress window shows the download. On a slow connection this takes a while. This happens once.

Fix

1. Do NOT close the progress window.
2. Wait until the app opens on its own.
3. IF the progress window shows an error (for example, the setup did not finish) THEN: double-click <AppName>.exe again and let it retry. Setup is idempotent — retrying is safe.

If that doesn't work

• IF the app still does not open after a retry THEN: give the user the email address finch@verbaia.com.

Issue 7: Packaged app shows a blank page

Symptoms (user's words)

• "The app opens but it's blank / white."

Cause

The packaged client is missing index.html, or the web app's asset paths are not relative (absolute paths like /assets/... break when served from the local server).

Fix

1. Open the app folder that was packaged. Confirm it contains a finished built app with index.html at its root.
2. IF index.html is missing THEN: the folder is not a finished built app. Have the user send their AI builder the prompt under "Reference: the prompt that gets the right files from your AI builder" below (the same prompt as in the User Guide's "What to ask your AI builder for" section), then re-package the finished folder.
3. IF index.html exists but the page is blank THEN: the app was likely built with absolute asset paths. The user must rebuild their web app with relative base paths (for Vite: base: './' in the config), then re-package in Finch.

Issue 8: Lost installer / need to reinstall / "start over"

Symptoms (user's words)

• "I lost the installer."
• "I need to install Finch on a new PC."
• "The installer I made is damaged."

Decision tree

• IF the user lost Finch-Setup.exe (the Finch installer itself) THEN: re-download it from the download link in the purchase email and install again. Re-activate with the same license key. (One license = one machine — see Issue 3, branch 3.)
• IF the user lost an installer Finch built for their own app THEN: nothing is lost. The app folder is the source. Open Finch, pick the same app folder, click Package again. A fresh installer is produced.
• IF a packaged installer reports it is damaged (for example, "its file list is missing") THEN: delete that installer file, re-run Package in Finch, and use the new installer.

Standing policy

Support never searches a user's computer for a lost file. The answer is always "start over": re-download, or re-package. No exceptions.

Issue 9: Uninstalling

Uninstall Finch itself

1. Windows Settings → Installed apps → Finch → Uninstall.
2. A small window asks whether to keep Finch data (packaged apps and their data). Choose as preferred.
3. The uninstall finishes.

Uninstall an app packaged with Finch

1. Quit the app first: right-click the Finch tray icon → Quit (see Issue 4). Skipping this leaves the folder locked.
2. Delete the app's folder.
3. IF the user wants their data gone too THEN: also delete %LOCALAPPDATA%\<AppName>\.

Issue 10: "Will Finch work with my app?"

Symptoms (user's words)

• "I have a Lovable / Bolt / v0 project. Will Finch package it?"
• "What do I point Finch at?"

Rule

Finch packages a FINISHED, BUILT web app: a folder containing index.html plus its assets — a page that could be opened in a browser as-is.

Decision tree

• IF the user has a finished built folder (contains index.html) THEN: point Finch at that folder. It will package.
• IF the user has raw builder-project source (unbuilt Lovable, Bolt, or v0 project files) THEN: Finch detects unbuilt Vite-style projects (a package.json with a build script, no built output) and runs the project's own build in a sandbox using the Bun runtime it ships, then packages the result. Tell the user to point Finch at the project folder and let it work.
• IF the user has a Next.js / v0 project that is NOT statically exported THEN: not supported. Finch handles frontend apps only. The project must be exported to static files first (a folder with index.html).
• IF the project has its own backend server (anything beyond a static frontend) THEN: not supported by Finch's packager.

Issue 11: Finch will not open

Symptoms (user's words)

• "I installed it but Finch won't open."
• "I can't find Finch."

Cause

The user is not launching it from the right place, or Windows showed a warning on first launch.

Fix

1. Open the Windows Start Menu and search for Finch.
2. Click the Finch result to launch it.
3. IF Windows shows a warning on launch THEN: follow the SmartScreen steps in Issue 2 ("More info" → "Run anyway").

Issue 12: The demo will not load

Symptoms (user's words)

• "I clicked Try the demo and nothing happened."

Cause

The demo load was too fast to notice, or the click did not register.

Fix

1. Click "Try the demo" again.
2. The picker area shows "✓ Loaded: \<name>" after loading — that persistent indication is the confirmation it loaded.

If that doesn't work

• IF the user is choosing their own folder instead THEN: choose the finished built folder that contains index.html, not raw project source (see Issue 13).

Issue 13: Finch says the wrong folder was picked

Symptoms (user's words)

• "Finch says I picked the wrong folder."

Cause

The chosen folder is not a finished built app folder.

Fix

1. Open the folder in File Explorer.
2. Confirm index.html is directly inside it.
3. IF index.html is not there THEN: the user picked raw project source. Tell them to ask their AI builder for the finished built files (a folder with index.html at its root), then pick that folder in Finch.

Issue 14: Nothing happens when clicking Package

Symptoms (user's words)

• "I click Package and nothing happens."

Cause

Required inputs are missing — the app name or the app folder (or both) was not provided.

Fix

1. Make sure an app name was entered in the "Name your app" box.
2. Make sure a folder was picked with "Pick your app folder".
3. Fix any message shown beside those boxes.
4. Click Package again.

Issue 15: Cannot find the installer after packaging

Symptoms (user's words)

• "It said it's ready but I can't find the installer."

Cause

The browser saved it somewhere the user is not looking.

Fix

1. Open File Explorer and look in Downloads.
2. IF it is not there THEN: package the app again, and when Windows asks where to save it, choose a folder the user will recognize.

Issue 16: Lost license key

Symptoms (user's words)

• "I lost my license key."

Fix

1. Search for the Finch purchase email — the key is in it.
2. IF the email cannot be found THEN: contact support from the email address used to buy Finch, using the support email address. Never ask the user to send you a key they do remember.

Issue 17: Does Finch work on a Mac?

Symptoms (user's words)

• "Can I use this on my Mac?"

Answer

No. Finch is for Windows PCs only.

Issue 18: "I can't find the Finch installer I downloaded"

Symptoms (user's words)

• "I downloaded Finch but I can't find the file."
• "Where did the setup file go?"

Cause

The browser saved Finch-Setup.exe in its default download location, which the user is not checking.

Decision tree

1. IF the user remembers downloading it just now THEN: open the browser's download list (Ctrl+J in Chrome/Edge) — it shows the file name and exactly where it was saved. Double-click it there.
2. IF the download list is empty or the file is gone THEN: check the Downloads folder in File Explorer.
3. IF it is not in Downloads either THEN: the download never finished. Re-download it from the download link in the purchase email and watch the browser's download bar until it completes. (Standing policy: support never searches the user's computer — "start over".)

Issue 19: "Where did my installer go" (the one Finch built for my app)

Symptoms (user's words)

• "It said it's ready but I can't find the installer."
• "I clicked Download installer — where is it?"
• "I can't find my files."

Cause

The installer is saved wherever the user picked in the Save dialog — or the user closed Finch before clicking "Download installer" at all.

Decision tree

1. IF the user saw the "Saved here." confirmation THEN: it names the file and says "in the folder you picked in the Save dialog." Open File Explorer and go to that folder.
2. IF the user does not remember picking a folder THEN: check the browser's download list (Ctrl+J) — it shows the file name and save location.
3. IF the user closed Finch right after packaging without clicking "Download installer" THEN: nothing was saved. The built installer only reaches the user's disk through that button. Fix: open Finch, package the app again (pick the same app folder), and this time click "Download installer" and note the folder in the Save dialog.
4. IF it still cannot be found THEN: re-package and, in the Save dialog, deliberately pick a folder the user will recognize (for example, Desktop or Documents).

Issue 20: "I installed Finch and nothing happened"

Symptoms (user's words)

• "I ran the setup and nothing happened."
• "I installed it but nothing comes up."

Cause

The download did not finish, Windows showed a warning the user did not click through, or the user is looking in the wrong place for Finch.

Decision tree

1. IF the user double-clicked Finch-Setup.exe and saw the "Windows protected your PC" dialog THEN: that is SmartScreen, not a failure. Follow Issue 2: click "More info", then "Run anyway", and the installer proceeds.
2. IF double-clicking the setup file seems to do nothing at all THEN: check the browser's download list (Ctrl+J) — the download may not have finished. A half-downloaded setup file will not run. Re-download from the purchase-email link and wait for the download bar to complete.
3. IF the installer ran and finished but the user cannot find Finch THEN: the installer puts a Finch shortcut in the Start Menu (Start Menu → Programs → Finch → Finch). Open the Start Menu and search for Finch.
4. IF there is no Start Menu shortcut THEN: run Finch directly from its install folder: %LOCALAPPDATA%\Programs\Finch\FinchUI.exe.
5. IF Finch still will not open THEN: see Issue 11.

Issue 21: "I ran my app and nothing happened"

Symptoms (user's words)

• "I double-clicked my app and nothing comes up."
• "I installed my app and nothing happened."

Cause

First launch downloads the runtime (slow but normal), the app is already running invisibly, or Windows blocked the launch.

Decision tree

1. IF this is the FIRST time the app has ever been opened on this PC THEN: see Issue 6. The first launch downloads the Bun runtime (about 100MB) with a progress window. Do NOT close it. Wait for the app to open on its own.
2. IF double-clicking the app's .exe just brings up a window without starting anything new THEN: the app is already running. The launcher detects the running copy and opens its window instead of starting a second one (see Issue 4). Look in the taskbar tray (bottom-right, near the clock) for the small Finch icon — the app is running under it.
3. IF absolutely nothing appears and there is no tray icon THEN: Windows may have shown the SmartScreen dialog ("Windows protected your PC") behind other windows. Look for it on the taskbar, click it, then follow Issue 2 ("More info" → "Run anyway").
4. IF none of the above matches THEN: give the user the email address finch@verbaia.com.

Issue 22: "Where did Finch put my stuff"

Symptoms (user's words)

• "Where did Finch install itself?"
• "Where is my app's data?"
• "I can't find my files."

Answer

Everything lives under %LOCALAPPDATA% (type that into the File Explorer address bar and press Enter). Specifically:

• Finch itself: %LOCALAPPDATA%\Programs\Finch. Start it from the Start Menu → Finch, or run FinchUI.exe from that folder.
• Finch's license: %LOCALAPPDATA%\Finch\finch-license.json
• A packaged app's data (including app.db, the database — back it up like anything important): %LOCALAPPDATA%\<AppName>\
• A packaged app's logs: %LOCALAPPDATA%\<AppName>\logs\finch.log
• The packaged app's program files: wherever the user chose during that app's own setup — Finch does not pick the location.

If the user is hunting for a file Finch built

See Issue 19. Standing policy: support never searches the user's computer — "start over" (re-download, or re-package).

Reference: the prompt that gets the right files from your AI builder

Most "my AI didn't work" problems come down to the folder: the AI handed over raw project files instead of the finished, browser-ready files Finch needs. Send your AI builder this prompt (the same one as in the User Guide):

Prepare my finished app for Finch. Create a production build and give me one downloadable folder containing the complete browser-ready output. The top level of that folder must include index.html. Keep every image, style, script, font, and other required file inside that folder, and use relative file paths so the files continue to work together after download. Do not give me only the raw project source, package.json, or instructions that require a command line, development server, npm, or another build step. Before handing it over, verify that opening index.html displays the finished app and that its main controls work.

If the user built with Lovable or Bolt and has the unbuilt project source instead, they can skip the prompt: Finch detects the Vite-style project and builds it automatically — point Finch at the project folder and let it work (see Issue 10).

Reference: what the license key is

• Finch is a one-time purchase. There is no monthly Finch fee.
• Shape: UUID — XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX. (Example shape; never invent or guess a key.)
• Delivered in the purchase email. Copy exactly: no spaces, no line breaks.
• One license covers ONE machine. A site license covers multiple machines (available from Finch).
• Validation is offline (no license server). The activated key is stored at %LOCALAPPDATA%\Finch\finch-license.json.
• The key field's placeholder shows the shape XXXXXXXX-XXXX-XXXX-XXXX-XXXXXXXXXXXX as a hint.

Reference: code signing, plainly

• A software signature proves that a file came from its named publisher and was not changed after it was signed. On Finch's programs the user may see Signed by Scott Pincus. That is the name carried by the Finch signature.
• Finch's own programs (installer, uninstaller, launcher) are code-signed. Windows shows the real publisher name — never "Unknown publisher".
• The executable Finch builds FOR the customer is UNSIGNED by design (it is the customer's program, not Finch's). See Issue 1.
• Windows SmartScreen may still show a first-run notice for signed programs until the signing identity builds reputation. That is Windows being careful with software from a publisher it has not seen much of yet. It fades with installs. See Issue 2.

Reference: giving the app to others

• The installer Finch makes works on the user's own PC without issue.
• Other people's Windows will show a warning for the unsigned program. That is expected (see Issue 1).
• To distribute without the warning, the distributor needs their own code-signing certificate via Microsoft Trusted Signing: https://learn.microsoft.com/en-us/azure/trusted-signing/ Plain warning: Microsoft's process is long and tedious.
• Licensing for distribution: one Finch license covers one machine. A site license is available from Finch for multiple machines.

Reference: where things live

(Type %LOCALAPPDATA% into the File Explorer address bar and press Enter to open it.)

• Finch itself: %LOCALAPPDATA%\Programs\Finch
• Finch license: %LOCALAPPDATA%\Finch\finch-license.json
• Packaged-app data (including app.db, the database — back it up like anything important): %LOCALAPPDATA%\<AppName>\
• Packaged-app logs: %LOCALAPPDATA%\<AppName>\logs\finch.log
• Nothing is sent anywhere. All data stays on the user's PC.

FINCH-AI-SUPPORT — version 1.00. Last updated 2026-10-15.