Help and Support

If you can not find an answer to your question, please contact us via e-mail: support@dssw.co.uk. We are here to help.

We provide technical e-mail support with a normal response time of one business day. We do not offer technical support over the telephone.

Please be aware that our time zones may be different, and this may affect when we are able to reply to your e-mails.

Built-in Help Guides

DssW products come with help guides built in. You can find the guide under the Help menu in Mac OS X. These guides are the best place to look for quick references, tutorials, and snippets of useful information to get the most out of your software.

Finding Clues

When things go wrong or just do not work as expected, trying to understand why is tough. It is even tougher if you can not use the computer in question.

For this reason you may be asked to try a few simple experiments. These experiments help us determine what is happening and why.

Apple have been good enough to include a number of extremely useful diagnostic utilities in every edition of Mac OS X. Below we list these utilities and discuss how they can help find clues to your problem.

Console

Console icon

The Console is your guide for peering into the depths of Mac OS X's UNIX base. Console helps you find, read, and search log files.

DssW products and other software produce log file entries when unexpected or out of the ordinary events occur. The log provides a history of what happened and when.

There are two log files you should focus on.

The console and system logs hold the most recent general information about your Mac. Any errors or anomilies will be recorded in these logs.

Try filtering the log with the name of the problematic process or task i.e. sleep, crash, or power.

Disk Utility

Disk Utility icon

The Disk Utility is your hard drive's mechanic. He knows everything about your hard drive and can help you sort out many common problems.

If you are experiencing problems, an essential first step is to enroll Disk Utility's help.

Use Disk Utility to perform two tasks.

The first task, Repair Disk Permissions, ensures that the permissions of key files are correct. Incorrect file permissions can be caused by faulty installers, questionable scripts, and crashes.

Files and folders have associated security permissions. Permissions control who and what can execute, read, and write the respective file or folder.

If a file or folder has inappropriate permissions it can cause all sorts of problems. Applications may act strangely, documents may appear unreadable, and functionality such as personal web sharing may fail.

The second task, Repair Disk, looks at the structure of the disk and checks that all the bits and bytes appear in the expected order and place.

Be sure to check the S.M.A.R.T. status of your hard drives. SMART is an internal hardware check performed by modern hard disks. If you see anything other than 'Verified', then it is time to ensure you have back ups and consider a replacement hard disk.

System Profiler

System Profiler icon

The System Profiler is your technical support's best friend. It lets us know almost all the technical information we need to know about your Mac.

Use System Profiler to either answer all those technical questions support staff always ask or generate a report with everything they need to know already included.