Technical Support

If you registered Data Rescue version 3.0b or earlier, you can get free technical support by e-mail at support@wildbits.com.

The only channel of communication for technical support to Data Rescue is by e-mail at support@wildbits.com. Other technical support requests will be ignored.

Guidelines for requesting technical support

• Please check that you use Data Rescue 3.0 beta. If you have an earlier version, ask me for version 3.0b.
• Please check Data Rescue's FAQ before you send e-mail, as your question me already be answered there.

Please send the following information when you request technical support:

• What is your name and registration code?
• What is your configuration?
  • Data Rescue version?
  • Macintosh Model?
  • MacOS version?
• Detailed description of your lost volume:
  • Type of disk (Hard drive? SyQuest? Zip? ...)
  • Internal or external?
  • Vendor and model of disk (if known)
  • Interface? (SCSI? IDE? ...)
  • What SCSI board, if any, do you use for this disk?
  • Is the disk partitioned?
  • Is the volume HFS (MacOS Standard) or HFS+ (MacOS Extended)?
  • Size of the volume?
  • Does this volume use a special driver, such as SoftRAID?
  • Did you use a special tool to initialize your disk (HDT, PlusMaker...)?
• Detailed description of your problem.
  • How did you get to this problem? Please report your steps in detail.
  • Please report any relevant message from Data Rescue.
  • If you can't recover your files:
    • Can you see the files you want to recover in the list?
    • Can you see any file at all in the list?
    • Can any file at all be recovered?
  • If Data Rescue crashed or froze:
    • What error code, if any, was returned?
    • Please describe what was on the screen when Data Rescue crashed or froze.
    • If you use Macsbug, please send the results of 'IP'and 'SC'.
• How did you lose your data?
  • Have you lost all your files at once?
  • Can your volume mount?
  • Did you lose your data in a system crash? In accidental initialization? Other cause?
  • Have you run any disk utility before the crash? After the crash? Have these utilities modified your volume? What did these utility report?
  • Did you re-initialize your volume after the crash? If so, what utility did you use?
  • Please report the history of your volume in detail.
• Data Rescue report
  • Please send a complete copy of Data Rescue's report. Select item 'Log Report' in menu 'Report' as soon as you have launched Data Rescue.
  • Please report your configuration (menu 'Report', item 'Report Configuration').

The more details you give in your message, the more help I can give you right away. More messages imply longer delays.

Please give your message a subject that is specific to your problem. For instance: "registration: my code is rejected" is better than "Data Rescue problem". This helps me to track support threads.

I will try to reply to technical support requests as fast as possible. However, I cannot guarantee any reply delay.