Photo Recovery Product FAQ

Answers to common questions.

Q: What’s The Difference Between The Trial Version And The Full Version?
A: The free trial only allows users to preview lost files from the scan result. If you are satisfied with the result, then you can purchase the full version for the recovery. You will receive a registration mail including a registration key and a download link of the full version once your order is successfully placed.
Q: Why My Samsung Galaxy Device Doesn't Appear In The Detected Driver List?
A: For Samsung Galaxy S3, S4, S5, Note2, Note3 users, please try pull the SD card out of your device. Then connect it to your computer with the help of a card reader, and make sure your card storage appears on computer as a removable disk. 

For Samsung Galaxy S2, Ace, Y, Nexus, etc users, after you connect your phone to computer via USB cable, please turn on USB Mass Storage mode on phone just like what you did when transferring files from phone to PC.
Q: Why My Camera Doesn't Show Up After The Connection?
A: Cameras may use different file transfer protocols. After you connect your digital camera to computer by data cable, if it doesn't show up in the detected driver list of this program, please try to turn your camera on. Or you can try to pull the memory card out of your camera and insert it into the proper card slot on your computer.
Q: I Can't Play The Recovered Videos, Why?
A: A driver may use multiple clusters to store a complete file. After a video is deleted or formatted, many reasons may cause the lost data to be overwritten. You may still be able to retrieve some of the clusters containing the video, however this won't be helpful in most cases as that video is no longer a complete/lossless one to be played.

So before you play the video, you need to find a video repair utility that can help you repair the damaged video files first.
Q: I Can't View The Recovered Photos, Why?
A: First, check if the image viewer supports the file format of your photo. If not, change to another one. If there is no problem with the image viewer, then your photos may have been corrupted or damaged, so you can't open them normally. After photos are deleted or formatted, many reasons may cause them to be overwritten. To recover the overwritten files is nearly impossible. Even though you can retrieve some of the clusters containing the photo, this won't be helpful in most cases as programs typically need a photo to be complete before it can be viewed.
Q: Why Can’t I Recover Deleted Photos/Videos After Clicking The “Recover” Button?
A: Please select the file types prior to the scan, and then click the “Recover” button to continue the recovery process. Meanwhile, please do not choose the place where the files lost as the output location.
Q: Can I Recover GoPro Videos?
A: As GoPro has a unique method for video storage, and its videos are more difficult to recover compared to other kinds of files. Common recovery software might not be able to recover GoPro videos, however, our professional team now provides a tailor-made solution for GoPro users. For further details, please contact our support team or visit