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Support

Office Hours Monday - Friday 8AM - 5PM PST

Product Support

Please select your current operating system and the software you need assistance with from the dropdown menus below.

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Which software do you need help with?

Current Version

Legacy Version

Please Note: The product below is an older version. This version will not have any further updates.

Data Rescue 5Data Rescue 5

requires macOS 10.10 or later

FAQs

Can I recover files that I accidentally deleted, or from a reformatted hard drive?

Yes, recovery is possible in these cases however typically the original filenames and folder structure will not be recoverable. This data, as well as data lost from reformatting can be found in the ‘Reconstructed Files’ folder in the results of a Deep Scan where it will be organized by file type.

What is a Recovery Drive?

A Recovery Drive is a special startup drive that can be created through the Data Rescue software on your own device. This will allow you to recover from a non-booting internal drive, or a boot drive on macOS 10.13.

What is a Clone?

The purpose of the Data Rescue cloning function is to copy the raw data of a drive or volume to another drive or volume, so that the copy may be scanned and recovered from, reducing the wear-and-tear on the original hard drive.

Why doesn’t my drive or volume show up?

If you have attached a drive with a damaged volume since you started Data Rescue, Data Rescue may not automatically notice it. Try the File -> Refresh Drives List menu item. It could be possible that your drive is malfunctioning to the point where your computer is not able to talk to it at all, in which case even the device name will not appear. In this case, no software will be able to scan your device, and you will need the drive evaluated by a data recovery service provider like The Data Rescue Center.

What is the refund policy?

Unfortunately, we do not offer any refunds for our products. There are never any guarantees with data recovery, which is why we offer the demo version of the software. This will allow you to perform a full scan, visualize the scan results, and preview every single file. If the demo version does not allow you to open and preview the contents of your file, and only displays the file names, the full version will not work either. The Terms of Sale must be agreed to before purchasing.

Drive Genius 5Drive Genius 5

requires macOS 10.10 or later

FAQs

How does the malware protection in Drive Genius work?

Drive Genius can perform near real-time and manual malware scans on storage devices connected to your computer. The DrivePulse utility that automatically monitors the health of your hard drives now also monitors common locations of downloaded files for potential malware threats. In addition, a scan can be manually run to check all files on a particular hard drive.

Is Drive Genius compatible with my virus protection?

Drive Genius does not interfere with most Virus Protection, however we have seen issues with Drive Genius and Virus Protection software trying to gain access to the same drive. We cannot guarantee compatibility with any other third party antivirus utility, and suggest evaluating the full-feature demo version of Drive Genius with your current setup if you have concerns about compatibility.

Why do I need to create a BootWell?

Using a BootWell allows the user to run utilities such as defrag, repair, repartition, or rebuild on the internal boot drive. A BootWell drive can be used to maintain, repair, or recover your primary startup drive in the event of a primary drive error.

I am using a personal USB to create a BootWell, why am I getting errors?

Drive Genius requires a USB drive that is 16GB or larger, and hi-speed USB 3.0. Even drives that meet these requirements may still experience issues as described below, so you may need to try another manufacturer’s device.

Why is a feature or utility greyed out and unselectable?

Drive Genius will disable utility icons that are not applicable to the currently selected drive, file or folder. If you hover your mouse cursor over a disabled icon, a tooltip will appear to explain why the utility is disabled.

Data Backup MacData Backup Mac

requires macOS 10.7.5 - 10.12

FAQs

How do I backup a Mac with Data Backup?

Unfortunately, we do not offer any refunds for our products. There are never any guarantees with data recovery, which is why we offer the demo version of the software. This will allow you to perform a full scan, visualize the scan results, and preview every single file. If the demo version does not allow you to open and preview the contents of your file, and only displays the file names, the full version will not work either. The Terms of Sale must be agreed to before purchasing.

How do I set a default destination?

If this is your first time using the software, Data Backup will prompt you upon first launch to select a default destination so that it can add the Predefined Backup Sets for your internal drive to your default destination. If you do not select a default destination, you can add one later by going to the File -> Set Default Destination dropdown menu.

How do I restore the default/predefined backup sets?

If the predefined sets do not appear after choosing your default destination, or if you have deleted them and would like to re-add them, you can go to the File -> Add Predefined Set menu option. Form here you can individually select which predefined sets you would like to add for your default destination.

Can I backup to a network volume?

Yes, all mountable network volume types are supported, however, if you are backing up to a file server that does not support permissions (such as AFP volumes), all resultant files in your backup will be 'owned' by the user who mounted the volume at the time of the backup.

I cannot boot to the Clone backup I created. Why?

Make sure the clone backup was done directly to your destination drive or partition on the drive, the Clone backup cannot be done to a folder. Ensure you have selected the correct source drive, as the destination drive will only be bootable if the source is as well.

What is the refund policy?

Unfortunately, we do not offer any refunds for our products. There are never any guarantees with data recovery, which is why we offer the demo version of the software. This will allow you to perform a full scan, visualize the scan results, and preview every single file. If the demo version does not allow you to open and preview the contents of your file, and only displays the file names, the full version will not work either. The Terms of Sale must be agreed to before purchasing.

Picture RescuePicture Rescue

requires macOS 10.8+ or Windows 7+

Data Rescue 5Data Rescue 5

requires Windows 7 or Later

FAQs

Can I recover files that I accidentally deleted, or from a reformatted hard drive?

Yes, recovery is possible in these cases however typically the original filenames and folder structure will not be recoverable. This data, as well as data lost from reformatting can be found in the ‘Reconstructed Files’ folder in the results of a Deep Scan where it will be organized by file type.

What is a Temporary Storage Location?

The temporary storage location is a drive, or a folder on a drive, that is used during a scan to store persistent information found during a scan. Data Rescue will automatically choose the startup drive as the default location when scanning an external drive, unless there is not enough free space remaining. When scanning an internal drive, an external device like a USB or hard drive will need to be selected as the Temporary Storage Location.

What is a Clone?

The purpose of the Data Rescue cloning function is to copy the raw data of a drive or volume to another drive or volume, so that the copy may be scanned and recovered from, reducing the wear-and-tear on the original hard drive.

Why doesn’t my drive or volume show up?

If you have attached a drive with a damaged volume since you started Data Rescue, Data Rescue may not automatically notice it. Try the File -> Refresh Drives List menu item. It could be possible that your drive is malfunctioning to the point where your computer is not able to talk to it at all, in which case even the device name will not appear. In this case, no software will be able to scan your device, and you will need the drive evaluated by a data recovery service provider like The Data Rescue Center.

What is the refund policy?

Unfortunately, we do not offer any refunds for our products. There are never any guarantees with data recovery, which is why we offer the demo version of the software. This will allow you to perform a full scan, visualize the scan results, and preview every single file. If the demo version does not allow you to open and preview the contents of your file, and only displays the file names, the full version will not work either. The Terms of Sale must be agreed to before purchasing.

Our support team would be more than happy to ensure you are using the full capabilities of the software to search for and recover your files and to resolve any issues you may be having.

Data Backup PCData Backup PC

requires Windows 7 or Later

FAQs

How do I backup a Windows Computer with Data Backup?

Press the + button at the bottom of the software to create a custom backup set. Just pick your backup type, select your source and destination drives or folders, then hit start. You can use the Schedule tab to set it up so it backs up your PC for you at specified times or events.

How do I set a default destination?

If this is your first time using the software, Data Backup will prompt you upon first launch to select a default destination so that it can add the Predefined Backup Sets for your internal drive to your default destination. If you do not select a default destination, you can add one later by going to the File -> Set Default Destination dropdown menu.

How do I restore the default/predefined backup sets?

If the predefined sets do not appear after choosing your default destination, or if you have deleted them and would like to re-add them, you can go to the File -> Add Predefined Set menu option. Form here you can individually select which predefined sets you would like to add for your default destination.

Can I backup to a network volume?

Yes, all mountable network volume types are supported. However, if you are backing up to a file server that does not support permissions, all resultant files in your backup will be 'owned' by the user who mounted the volume at the time of the backup.

I cannot boot to the Clone backup I created. Why?

Make sure the clone backup was done directly to your destination drive or partition on the drive, the Clone backup cannot be done to a folder. Also, ensure you have selected the correct source drive, as the destination drive will only be bootable if the source is as well.

Picture RescuePicture Rescue

requires Windows 7 or Later

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