How We Can Help
Sanderson Forensics is committed to providing first-class support. For issues involving product support, we ask that you join our Sanderson Forensics Google Group where some of the leading SQLite Forensic professionals, as well as Sanderson Forensics founder Paul Sanderson, will be happy to assist you.
Helping us help you
The most difficult bug to fix is one that we cannot reproduce. In order for us to quickly track down a bug and fix it, we need the following information from you for each bug submitted.
The version of the software
Please provide the software name and version number – usually displayed in the title bar and in “help|about”. This will enable us to determine whether you are using the latest version of the software.
The operating system and file system/file format
Some bugs may be operating system or filesystem dependent so please provide at a minimum the operating system e.g. XP 32 bit service pack 3. If the application interfaces directly with a file system then let us know if it is specific to one in particular, e.g. NTFS.<
Any other factors that you deem might be relevant, i.e. If you are working on an e01 file created with software other than encase, then this might be relevant and this information should be provided.
If the issue is related to a particular target file then please try and send this file with your bug report, if the file is too big then please contact us and we will arrange FTP access.
Provide a full description of the problem
Please provide a description of what you are trying to achieve, what you expected to see and how you think the software is failing, simply stating that the software “crashes” is not enough and will not allow us to verify the problem exists and will not provide enough information to reproduce and fix the issue.
Steps to reproduce
A step by step sequence of the events required to reproduce a problem is the single most useful item you can provide to help us to help you.
Please document exactly what you need to do to reproduce the problem including menu selections, any options selected if appropriate any specific files opened etc. If the problem can be identified with a third party software such a hex editor, e.g. “tool x cannot find string y which can be seen using software z” then this is very useful to allow us to identify and fix any problem.