Support
Support and contact information for FileRestorePlus™


We provide our customers with the best possible technical support. If you need any help, we will be happy to find the answer to all your questions. Please submit a support ticket at http://support.filerestoreplus.com/ and we'll get back to you as soon as possible.


FileRestorePlus™ FAQs


The License Key that I received isn't working. What should I do?
If a License Key fails, an error code will appear in parentheses next to the failure message.

The error codes and their meanings are:

0x800000AC - This code means that the License Name is entered incorrectly. Please verify that everything is spelled correctly.

0x80000AE - This code means that you are using the License Key on the wrong product. For example, you have been issued a key for FileRestorePlus™, but you are entering the key in the UndeletePlus program.

0x800000C1 - This code means that there are incorrect characters entered in the License Key field. Please verify that this information has been entered correctly.

0x800000C7 - This means the length of the License Key is invalid. The License Key must be 23 characters long including the hyphens between each set of characters.

0x800000D0 & 0x800000D1 - These codes mean that the date and time on your system may be set incorrectly. Verify that the date and time on your system are correct.

If you still have trouble entering your license information, please open a Support Ticket here and include the error message displayed in parentheses within the body of the ticket.
The file(s) restored by FileRestorePlus™ are corrupt or not useable. What can I do to increase the likelihood of recovering useable data?
If the files recovered by FileRestorePlus™ appear to be corrupt or aren't useable, this may be an indication that the files have been partially overwritten prior to recovery. That being said, corrupt files can also be caused by fragmentation of the original file. Please scan your drive again using FileRestorePlus' SmartScan Technology. The SmartScan Technology was specially designed to seek out the fragmented parts of deleted files, piece them back together, and systematically rebuild these files during the recovery process.

Note: To keep the SmartScan as short as possible, select only the file types you are trying to recover on the settings screen.
FileRestorePlus™ did not find my deleted files. Is there anything else I can do?
Yes. If the default scan did not locate your deleted files we recommend that you utilize one of FileRestorePlus' Advanced Scan Technologies, the SmartScan or the DeepScan.

Not sure what Scan Technology or scan settings to use? Let the FileRestorePlus™ Wizard help you decide.

Just click on the Wizard button at the top of FileRestorePlus™ and answer a few simple questions and the FileRestorePlus™ Wizard will select the optimal scan settings based upon your answers.

If you are using the scan filter, be sure you are using the correct filter settings.

Please ensure that you have also selected the proper drive(s) from the "Drives" pane.
I have not received my License Key, what do I do?
Your License Key is provided to you in 2 ways.

  1. On your order confirmation page, the license key is provided to you. You can print this page for your records.
  2. The license information is also emailed to you immediately upon completion of your order.
If you have not received this information, please check your SPAM or Junk Mail folder. If you still do not have it, please Send an e-mail to the Technical Support staff.
Will FileRestorePlus™ help me recover email from my web-based email account like Yahoo or Hotmail?
If you read your email through a web browser your email is never physically stored on your computer. For this reason there will not be any deleted email files for FileRestorePlus™ to recover.
What scan settings should I use?
If you aren't sure what scan settings to use, FileRestorePlus™ can help you determine the best scan settings to use to optimize your file recovery. Just click the Wizard button at the top of FileRestorePlus™ and answer a few simple questions and the FileRestorePlus™ Wizard will select the optimal scan settings based upon your answers.
I have utilized FileRestorePlus' advanced scan technologies but the files recovered still seem to be overwritten or corrupt. Is there anything else I can do to potentially recover some of my original data that may be stored in the files recovered by FileRestorePlus™?
Yes, as we mentioned at the end of the previous FAQ, it is still possible to recover some or all of the original data from the files recovered by FileRestorePlus™. To learn what you can do, please read through the following steps here.
I am trying to recover files from my camera, however, the camera is not showing up in FileRestorePlus™. What can I do?
In order for a camera to show up in FileRestorePlus™, it must be recognized as a storage device and must be assigned a drive letter. This means that the camera must be "mounted" as a drive. When you plug the camera into the computer, you may see a message on the camera asking you if you want to "turn on storage." You can say yes. This will effectively make the camera a storage device and should assign a drive letter to the camera. Alternatively, if your computer has a card reader, you can remove the memory card from your camera and place it into the card reader.

Your card reader should look similar to this:
Card Reader
Why is recovery to the same drive not recommended?
Recovery to the same drive may overwrite the very segments of the drive that you are trying to recover your files from. If that happens, or if recovery fails, you will not have a second chance to recover those files.
What should I do immediately after accidental erasure to ensure that I can recover those files?
The most important thing is to prevent the deleted file from being overwritten by another file. To do so, avoid any use of the drive in which the file was erased until the file is recovered. Also, remember that FileRestorePlus™ should not be installed to this drive. Install it to a USB flash drive if no other drive is available.
Can I do something in advance to increase my chances of file recovery?
Yes, defragment your drive and check it for errors on a regular basis. Note: If you have accidentally deleted a file or files, DO NOT defragment your drive until after you have recovered your files.

Click here to learn what you can do to maximize recovery if your file or files have already been deleted.
Can FileRestorePlus™ recover files from a CD or DVD?
FileRestorePlus™ does not support file recovery from CD or DVD. You will need to search the Internet for CD or DVD recovery software.