Step #1: The first thing our tech support engineers are going to ask you to do is to download and install the latest version of SoftRAID. Please do this before you contact tech support as you may be encountering a problem which has already been addressed in the most recent version. Go to our software download page to get the latest version.
Step #2: The second thing our tech support engineers are going to ask you to do is to generate a SoftRAID Tech Support Report. This file will include a lot of information about the configuration of your Mac, the types and sizes of disks you are using and the logs from problems you have encountered in the past. Follow these instructions to generate a Tech Support Report. Then include it in your email when you contact SoftRAID Tech Support.
Please do not email a screenshot. The Tech Support Report file will allow us to see exactly how the SoftRAID application looks on your Mac.
We do the majority of our tech support via email*, directly with our great support engineers. We have found it to be much more efficient than trying to solve problems over the phone. By providing support via email, we can:
To contact our tech support engineers via email, send a message to: firstname.lastname@example.org.
If you have SoftRAID Lite, email support is not included for free. SoftRAID Lite users can purchase email support on a per-incident ($19) or annual basis ($49). For SoftRAID Lite uers, we recommend support through the SoftRAID forum see below). More info about support for SoftRAID Lite can be found here.
*Email support available for free only with the full version of SoftRAID.
We have an active support forum for both SoftRAID and SoftRAID Lite. You can check there to see if your question has already been answered. If not, post your question and one of our engineers will answer it, usually within 12 hours.
The SoftRAID forum is a great place to find answers to any problems you may be having. It's totally free, so SoftRAID Lite users can get support via the forum without incurring extra costs.