Frequently Asked Questions

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Here you can find answers to common questions or problems, and product specific solutions. If you cannot find an answer to your question then send an e-mail to the our support department.

Where is my registration number?

If you do not receive the confirmation message within a few minutes of completing your purchase, please check your Junk E-mail or SPAM folder just in case the confirmation/registration number email got delivered there instead of your inbox.

If the the confirmation/registration number email got delivered to your SPAM folder, select the message and click Not Spam, so our message(s) to you will get thru.

Please note that MacForensicsLab and MacLockPick do not include software registration numbers.

Where Can I Download My Software?

All products except for MacForensicsLab and MacLockPick can be downloaded from their product pages.

Where do I go to register the software?

To enter the serial number, select Enter License Key… from the FileSalvage menu.

Selecting Enter FileSalvage Serial Number Here

A window for entering the Registration number will be displayed and you can cut and paste your registration number from your confirmation email and paste it into the registration box.

Enter License Number Here

Camera Salvage Pro, SubRosaSoft Drive Cleaner, and SubRosaSoft Disk Copy all use the same procedure for entering the license key.

Do your apps work on iPad or iPhone?

Our apps for Mac OS X and is not compatible with your iPad, iPhone, and iPod Touch.

Does this software work on Windows?

Most of our software is for Mac OS X and is not compatible with your Windows based computer. The exceptions being MacForensicsLab Web Agent, MacForensicsLab Field Agent, and MacLockPick (works with Win 8 and older).

Does your software work on my 10.4.X system?

Most of our software requires Mac OS X 10.6 or above. Please contact support@subrosasoft.com if you need support for OS prior to version 10.6. Cache Detective requires Mac OS 10.8 or above.

Can I get MacForensicsLab apps on CD or DVD?

No. We have stopped shipping our downloadable products on a bootable CD/DVD. All products except for MacForensicsLab and MacLockPick can be downloaded from their product pages.

Please note that MacForensicsLab and MacLockPick use hardware dongles and require shipping.

MacForensicsLab cannot see my iPod, iTunes can. What gives?

In order for our products to detect the iPod, the iPod will need to have Disk Use enabled. For information on how to enable disk use on your iPod please refer to this page “How do I enable Disk Use mode ?

Please note that non of our software can detect, copy, or recover files from iPod Touch, iPad, iPhone, and any devices using iOS.

Can MacForensicsLab or MacImager copy the active startup volume/device?

No, MacForensicsLab or MacImager require the source and the target volumes to be unmounted before proceeding with the duplication – so you will need to boot your machine from a third drive, or a bootable USB thumb drive with the software installed.

Can I make my own bootable CD?

You may be able to use a third party utility to create bootable CD/DVD. However, we have not tested it in-house and there were reports indicating that the bootable CD created via third party utilities may not work properly with our software.

Since Mac OS X version 10.6, MacForensicsLab.com and SubRosaSoft.com have been recommending customers to create a bootable USB thumb drive with our software installed on it. Not only you can use the thumb drive to boot the latest Apple products (and Macs that don’t have any CD/DVD drive), you will see a big speed improvement in terms of start up time too.

How do I enable “Disk Use” mode ?

To enable Disk Use mode on your Apple iPod, follow these steps:

  1. Connect iPod to your computer.
  2. Open iTunes and select the iPod in the source list.
  3. Click on the iPod Options button.
  4. Select General from the Music/General tab.
  5. Select the option to Enable disk use
  6. Click OK.

For iTunes version 5.0 and above, please refer to Apple’s on-line help on enabling disk use.

Can MacForensicsLab recover or analyze my shredded file?

No. The patterns for overwrite were designed to blur residual patterns. The chances of recovering or analyzing the shredded data is less than hitting the $1,586.4 million Powerball Lotto.