III.IV.II Problems & Troubleshooting
1. What if you don't see your files and folders in Step 3?
If you don't see the files you are looking for or only part of them, the first thing to try is to go back to Step
2 and one by one try other file system entries (if there are any). If you still cannot find your data, send us
a snapshot of your recovery along with a short description of what happened to your drive. You create a
snapshot by clicking on Help>Snapshot for Support while in Step 3. This will create a small text file with
detailed information about the options you chose in the software. Email this file to support@runtime.org.
2. What if all you see on the left side is a list of numbered directories, but no or little directories with real
names?
The directory structure of your drive could not be recovered. That doesn't automatically mean that the files
and file names are unrecoverable. Look into the directories - if you're lucky at least the subdirectory
names and file names are intact and the files will open just fine.
You may also go back to Step 2 and try other file system entries or send us a snapshot of your recovery.
Please see above (1.) how to do that.
3. What if you see a bunch of files and folders, but the specific file(s) you are looking for are not there?
Search for your files - maybe they are hidden in some directory where you wouldn't expect them. To
search for files click on the Search button and enter the file name, part of the file name or the file's
extension into the search mask. If you're still unable to locate the data you need, go back to Step 2 and
try other entries or send us a snapshot of your recovery (see above).
4. What if you see your folders, files, file names - even with the right file size - but when you try to open a
file to test it, it either won't open at all or all you see are weird hex characters instead of your file content
(text, picture)?
There is something wrong with your recovery at this point and you won't be able to recover your files like
that. First go back to Step 2 and try other file system entries. If that doesn't help, please send us a
snapshot of your recovery from Step 3 (see above).
