FAQ: Frequently Asked Questions
Possible Recovery Problems and Solutions
The program freezes during the scan.
Let Recovery Mechanic run a few extra hours and watch the progress. If this does not help, enlarge your swap file to 4 GB and try again.
What is a swap file? How do I enlarge it to allow more memory for the product?
Swap file is a special temporary file that allows Windows to increase memory available to applications by using space from your hard drive. If you want to change the size of the swap file, use the System applet in the Windows Control Panel, or refer to your Windows Help file for complete step-by-step instructions. The exact procedure may vary between different versions of Windows.
I've stopped the scan of my partition, but when I opened it again, it displayed no data and doesn’t perform a scan anymore.
Use the Reopen option by right-clicking the drive.
How can I help you resolve my problem?
Describe your problem in your initial message in full detail. How did you lose your files? What's the type of your files? What's the type and size of your drive? What's the problem with our product, what's the error message? What did you try and what have you got? If possible, step-by-step in screenshots. Also, if possible, add the log from dxdiag: click Start, select Run, type dxdiag and press Enter. Then click Save the information and select a folder to save the log.
What is a screenshot? How do I make one?
A screenshot is a copy of the whole screen of your PC saved to the image file. It contains everything you see on the display and can help us find many necessary details. To make a screenshot, just press the Print Screen key on the keyboard. The diagram below shows where the button is located.
When you click Print Screen, there will be no changes, but the copy of the entire 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 a log from your product to send you?
Right after the error has occurred or just before, open the Menu-Commands-Show log and click Save. You'll be asked where 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 finding 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.