All MailFiler support is via email to support@mailfiler.com
To use the support service you need to quote your license number in the subject line of the mail e.g. "Support [LIC-ABC1234]". Support issues with a license number will get the highest priority. If you are operating on a free license you can send questions to MailFiler support but a response is not guaranteed - if you need support you should purchase a license.
Before you use the support service please first check the Common Support Questions section.
MailFiler provides some internal logging support to assist with troubleshooting. Before you contact us with any support problems we would ask that you run MailFiler with logging enabled and analyze the log file to see if you can identify and solve the problem yourself.
Using Logging
To enable logging you set the registry key HKEY_CURRENT_USER\Software\MailFiler\Logging to "1". This key is a string type (REG_SZ). You can do this manually (Regedit) or via this file.
When logging is enabled MailFiler will write internal troubleshooting information to a log file. This file is a plain text file with the same filename as your MailFiler database (in the same location) and with the extension .LOG appended.
New sessions will be appended to the file. The date and time of each action will be recorded along with a description and if applicable an error code. Some of these error codes (for example database error codes) will be standard Microsoft codes which you can search the web or www.microsoft.com with.
Please use logging before you contact us. When you do contact us please send us the log file.
Contacting Support
 | Create a mail to support@mailfiler.com |
| Include your license number in the subject line as a MailFiler reference i.e. "Support Question [LIC-ABC1234]". Support questions with license numbers will always get priority. To see your license number go to the Tools/Options dialog. |
| Write a description of your problem and attach your log file. |