Frequently Asked Questions

I can't see all of the files or digital pictures on my memory card / hard drive. What should I do?
How do I know your software will recover my files, pictures and videos?
What file formats can your file recovery tool recover?
What types of storage media will Media Investigator work with?
How long does it take to recover files?
Why can't I see my drive in Media Investigator?
Can I send a copy of your file recovery software to my friends and family or is that against copyright laws?
Why does Media Investigator need an active internet connection?
Is there any Spyware or Adware in your program?
I have a discount voucher. How do I claim the discount?
Recovered Microsoft Office documents have a .ms suffix. How do I know which Office application to open the files with?
How do I find out more about file recovery technology?
What are the minimum system requirements to run your data recovery software?
I have a question that's not answered here. How do I contact you?

Answers

I can't see all of the files or digital pictures on my memory card / hard drive. What should I do?

The most important thing is not to format or save anything else to your memory card or hard drive until you have analysed it with our file recovery software - Media Investigator. Saving more files to the drive before a recovery is attempted drastically reduces the probability of all files being fully recovered and some files may become completely unretrievable.
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How do I know your software will recover my files, pictures and videos?

You can download the full version of our software by clicking any of the Download buttons. You should save Media Investigator to a drive other than the one you wish to recover from. After downloading Media Investigator, it will analyse all of your memory cards and drives for free. You will know exactly which pictures and files can be recovered for absolutely no cost.
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What file formats can your file recovery tool recover?

Our list of recoverable file types is always expanding. Please check the Why Us? page for a current list of all recoverable file types. If you don't see the file type you require, please email us at support@digitalfilerecovery.com.
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What types storage media will Media Investigator work with?

Our file recovery tool will restore your files from all drives visible in Windows Explorer (except floppy drives). This includes pen drives/USB sticks, Compact Flash, SD, MMC, and xD Picture cards, hard drives (FAT and NTFS), CD's (CDFS) plus many more.
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How long does it take to recover files?

Unfortunately this question can't be answered without knowing the size of your memory card / drive, your computer's hardware specification and the amount of memory the data is using. Our file recovery software has been tested against a number of competitors' programs and has matched or beaten every one of them in analysis and recovery speed and capabilities.
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Why can't I see my drive in Media Investigator?

Media Investigator is designed to work with all removable drives (i.e. memory cards, memory card readers, digital cameras, USB flash drives/memory sticks, etc.) and your computer's hard drive(s). If you can't see your drive listed in Media Investigator, please ensure that it is connected and turned on (in the case of connecting a digital camera) and then click the Refresh button. If you have your camera connected via a docking station, you will need to remove the memory card from your camera and place it in a memory card reader. Media Investigator can detect all removable drives that Windows can. If you can see your memory card / drive in Windows Explorer, you'll be able to recover from it with Media Investigator.

Docking stations do not permit low-level access to Windows applications. This prevents Media Investigator (and Windows) from recognising them as a drive.
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Can I send a copy of your file recovery software to my friends and family or is that against copyright laws?

Media Investigator is free to download and distribute to whoever you wish so long as it's not modified.
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Why does Media Investigator need an active internet connection?

Our file recovery software requires an active internet connection for a couple reasons. The main reason is that our software automatically updates itself with the latest capabilities and information from our servers. (You will never have to pay for software upgrades.) Your recovery progress is also reported to our servers so that we can provide the best customer support possible should you experience any difficulties while recovering with Media Investigator. Apart from the details you enter within the program and your recovery progress, no personal information is sent to us at any time. This includes photos, videos and files on your computer.
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Is there any Spyware or Adware in your program?

There is absolutely no Adware or Spyware within our software. Media Investigator will report your recovery progress to our servers in the interest of customer support and to ensure that our product meets our users' needs. Our software has been certified Spyware, Adware and virus free by TopShareware.com.
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I have a discount voucher. How do I claim the discount?

Simply select the voucher checkbox on the Payment screen, enter your voucher ID and click the Get Discount button. You will then be shown the discount you have been given and the price remaining to pay. Click on the Pay button to pay the discounted price via PayPal.
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Recovered Microsoft Office documents have a .ms suffix. How do I know which Office application to open the files with?

To open the recovered Office documents, simply double click icon of the .ms document in Windows Explorer. Windows will open the recovered file with the correct Office application. You should then save the recovered document with the appropriate Office extension.
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