Guided intake
Troubleshooter
Answer a few questions. We explain the symptom, what to stop doing, then you choose lab, Recovery Studio, or remote assistance and log a case. Packing tips only appear after a lab enquiry.
Why start here
A wrong first click can finish the job for the failure.
Consumer scanners that write as they go, First Aid, chkdsk, format prompts and “just one more power-on” are how recoverable media stops being recoverable. This flow names the fault class, tells you what to stop, then puts the case form in front of you.
It is not a court diagnosis. Lab assessment still decides recoverability. Prefer to type it yourself? Start a case is the same form without the questions.
Interactive troubleshooter
Step 1 of 5
Australia-wide intake
How to pack for tracked post.
Sydney drop-off is available by arrangement. Most clients send by tracked post. Pack so the courier can drop the box without writing the drive.
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Drives (HDD / SSD / NVMe)
Power off. Do not ship in a thin envelope. Wrap in anti-static if you have it; otherwise clean dry bubble wrap is fine. Double-box with crumpled paper so it cannot rattle. Label the outside with your name and phone. Do not write “failed evidence” theatre on the carton.
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Phones & tablets
Power off if it still responds. Do not charge on the way. Bag separately from loose keys/coins. If water-damaged, do not put it in rice as a plan. Seal lightly dry and note the water event in your case email.
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Cards & recorders
SD cards in a hard case or taped to cardboard inside the wrap. DVR/NVR: remove the disk if you can do so without force; otherwise ship the unit braced so boards cannot flex. Stop the recorder overwriting the loop before you pull power if footage still matters.
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Myths & insurance
Freezer tricks and magnet folklore do not help. Declare a sensible insured value with the carrier. Keep the tracking number. Email us when it ships so we know to expect it.
FAQ
Common questions.
Is the troubleshooter a diagnosis you can rely on in court?
No. It is a guided intake helper so you stop making the media worse and can send a clear case summary. Lab assessment still decides recoverability.
Should I run recovery software before contacting you?
Usually no. Scans that write, repair tools and formats often destroy the last readable copy. The flow will warn you when that applies.
Next step
Prefer to talk it through?
Free assessment. Fixed quote before recovery starts. No recovery, no fee. Sydney drop-off or Australia-wide by tracked post.