FAQ: Frequently Asked Questions
Possible Recovery Problems and Solutions
The program freezes during the scan.
Let it run a few extra hours and watch the progress. If this does not help, increase the size of your Windows page file to 4 GB and try again. If this does not help either, contact our customer support.
What is a Windows page file? How do I change its size?
Page file is a special temporary file that allows Windows to increase available memory by using space from your hard drive. If you want to change its size, use the System applet in the Windows Control Panel, or refer to your Windows manual for complete step-by-step instructions. The exact procedure may vary between different Windows versions.
How can I help you better assist me with my problems?
You can help by describing your problem in your initial message in detail. How did you lose your files? What's the file type of lost data? What's the type and size of your drive? What's the problem with our product? What's the error message? If possible, add the log from dxdiag: click Start, select Run, type dxdiag and press Enter. Then click Save and select a folder to save the log.
What is a screenshot? How do I make it?
A screenshot is a copy of the whole screen of your PC saved to an image file. It contains everything you see on the display and can help us see many necessary details. To make a screenshot, just press the Print Screen key on the keyboard. See below where the button is located.
When you click Print Screen, there will be no changes, but the copy of the whole screen will be copied to the clipboard. All you need to do now is to open MS Paint or MS Word and do Menu-Edit-Paste to paste the image from the clipboard to the document. Then you can save the document and send it to us by email.
How can I get the log from your product to send you?
Right after an error has occurred, open the Menu-Commands-Show log and click Save. You'll be asked for a location to save the log.
I still can't find my files (or I can find them, but there is no preview). The files can't be opened after recovery because they're damaged.
Try to find your files in the virtual folder named Recovered Files. You can see this folder in our product when the scan is complete. The files in this folder are sorted by type but without their original names or folder structure. However, you can expect to find your file there with better recovery results.