How to Get Support
Submit a Ticket
If you encounter problems with SFTP Net Drive, our support team is here to help. Visit http://www.sftpnetdrive.com/support to submit a ticket. Please be as detailed as possible about your issue. It is also helpful if you generate and send a log file to firstname.lastname@example.org.
How to Generate a Log File
- Close all the running instances of SFTP Net Drive.
- Launch SFTP Net Drive using "SFTP Net Drive (Detailed log)" shortcut from your Start menu. (If you're using the command line, you can use the "/log" parameter when using the "/start" parameter.)
- Reproduce the issue.
- Disconnect and close SFTP Net Drive
- Go to the %LOCALAPPDATA%\SftpNetDrive folder, get SftpNetDrive.log file and zip it.
If a BSOD (Blue Screen of Death) Occurs
If you suspect that SFTP NetDrive is the cause of the BSOD (i.e., if anything on the BSOD references "cbfs"), and if you are able to reproduce the BSOD consistently, our development team will need a crash dump in order to help diagnose the problem.
Ensure that your system is set up to record crash dumps, and to not restart automatically, by following the steps in this article on Microsoft's website. The options available in the memory dump dropdown vary depending on your version on Windows; please choose the first one in the following list that is present in yours:
Once you have your system set up to collect crash dumps, perform the same action that caused the BSOD to trigger it again. When it occurs, be sure to copy all of the information shown by the BSOD screen exactly (a picture of the screen in which all information is readable is also acceptable).
Once you've rebooted, check that a memory dump file was created at %SYSTEMROOT%\MEMORY.DMP (typically this is C:\Windows\MEMORY.DMP). It will be a very large file (too big to attach to an email), so please upload it to a file sharing site and generate a sharing link so that our development team can download it.
Finally, send an email to email@example.com with the link to your dump file, all of the information from the BSOD screen (if you took a picture, attach it), a description of what you were doing that triggered the BSOD, and any other information you feel is relevant.