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.

Where Can I Download My Software?

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

Below are the download links of our major products:

Click Here to Download FileSalvage

Click Here to Download CopyCatX

Click Here to Download Camera Salvage Pro

Click Here to Download SubRosaSoft Drive Cleaner

Click Here to Download SubRosaSoft Disk Copy

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.

Does FileSalvage work on iPad or iPhone?

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

Does this software work on Windows?

Our software is for Mac OS X and is not compatible with your Windows based computer. Find out why so many people love their Macs and experience the power of OS X by visiting http://www.apple.com.

Does your software work on my 10.4.X system?

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.

Can FileSalvage recover files to the same disk?

Saving files to the same disk will risk the data you are trying to recover. Even though FileSalvage 9 allows you to recover files to the same disk, for the safety of your data you should save your files to a different drive or a networked drive.

Can FileSalvage undelete the photos in my iPod?

By default, iPods capable of displaying photos only store thumnails of the image files. If the photos are stored as full resolution images – FileSalvage will be able to find them in a case of an accidental or intentional deletion.

Please note that FileSalvage cannot access and recover files from iPod Touch, iPad, iPhone, or any devices using iOS.

Can FileSalvage work on the same disk as the boot drive?

Yes, you can run FileSalvage on any locally connected drive. However, unless you are in an emergency situation and no second drive is available, the destination folder to recover the files to should not be on the same volume you trying to recover the files from.

Can I get FileSalvage on a CD or a DVD?

No. We have stopped shipping FileSalvage on a bootable CD/DVD.

We recommend our customer to use a bootable USB thumb drive instead.

Does having FileSalvage mean I do not need to backup my data?

No data recovery system can beat the security of having a regular backup. SubRosaSoft strongly recommends you check your disk for integrity (using Apple’s Disk Utility) and back up your drive often using applications such as SubRosaSoft Disk Copy or CopyCatX.

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

In order for FileSalvage 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 utility software can copy or recover files from iPod Touch, iPad, iPhone, and any devices using iOS.

FileSalvage located and Recovered my songs but some of them cannot play, what’s going on?

If some of your songs are purchased (encrypted songs), you will need to authenticate the destination using iTunes. Once this has been completed, the destination computer will be able to play the songs normally.

In some cases, you can redownload your purchased titles from iTunes store again.

Can CopyCatX copy the active startup volume/device?

No, CopyCatX requires 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 CopyCatX installed.

For backing up your startup drive, we recommend using SubRosaSoft Disk Copy instead. It can create bootable copies of startup drive, manage synchronization of volumes, handle incremental bootable copies, and support scheduling for automated processes.

Can I get CopyCatX on a bootable CD/DVD?

No. We have stopped shipping CopyCatX on a bootable CD/DVD.

We recommend our customer to use a bootable USB thumb drive instead.

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 Apple started shipping Mac OS X version 10.6, SubRosaSoft has been recommending customers to create a bootable USB thumb drive with CopyCatX/FileSalvage installed on it. Not only you can use the thumb drive to boot the latest Apple products (and Macs that don’t have any 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 data recovering software such as FileSalvage or Camera Salvage Pro recover my shredded file?

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

As soon as I started Scanning a drive, FileSalvage reported the scan is completed. What gives?

You CANNOT run the software from within the disk image — the software will need to reside in the application folder and run from there.

To install this program, drag and drop it into your Applications folder

Why is that when I select “Search for deleted files only”, FileSalvage switched to “Search for deleted and regular files” as soon as the scan started? I just want to scan for the deleted files.

In order for FileSalvage to scan for deleted files only, the drive needs to be a mounted HFS Plus formatted volume. It will need to be selected in FileSalvage as a Volumes, and not under the Drives tab.

My camera card won’t show up in FileSalvage/Camera Salvage Pro, is the card defective?

Sometimes the flash card from your camera will not appear on the desktop or in FileSalvage/Camera Salvage Pro. If this is the case, you may need to connect the media card via a media card reader. Although a lot of cameras (like the Canon SD series and the Nikon COOLPIX) can be connected to your Mac via USB cable to download your pictures, there are sometimes issues that prevent a damaged camera memory card from being recognized by your Mac. Using a USB memory card reader often solves this problem, and allows the card to be read by your Mac so that you may recover your pictures from the damaged card using FileSalvage/Camera Salvage Pro. Media card readers can be purchased from most electronics stores (for under $20), and most read and write to a large number of supported card formats.

How come some files cannot be recovered properly with FileSalvage/Camera Salvage Pro?

Usually the bigger the files, the tougher for FileSalvage to recover. Normally, at a bigger size, a file may be fragmented. (Fragmentation occurs when the operating system breaks the file into pieces as it writes the data over the disc platter). This is especially true when the drive is getting filled up. It will have lots of small open spaces, but few large ones. The OS has to split up the file to fit into the open spaces.