8.4 What information should I include when I report a problem?

It will be faster and easier to help you if your e-mail includes all of the following information:

The version of Mac OS X that you are using

Click on the Apple menu and choose About This Mac.

The version of SpamSieve that you are using

Click on the SpamSieve menu and choose About SpamSieve. (Please do not say “the latest version,” as this is ambiguous.)

The name and version of your e-mail program

In your mail program, click on the application menu and choose About <Mail Program Name>. (If you’re using Apple Mail, it’s not necessary to specify the version.)

Specific error information

Please see Sending in an Error Report.

Information about your e-mail setup

Do you access your e-mail from multiple computers? If so, on how many of them is SpamSieve installed?
Do you access your e-mail from a mobile device such as an iPhone, iPad, iPod, or BlackBerry?
Are you using SpamSieve with multiple e-mail accounts? If so, does the problem pertain to all of them?

Additionally, for certain types of problems, please include the following information:

If you have good messages in your Spam mailbox

Please also include:

SpamSieve’s log file (see Sending in the SpamSieve Log File).
Screenshots (see Sending in Screenshots).
The sender address and subject for each good message that you’re referring to.

If you have spam messages in your inbox

Please do not forward the problem messages using your mail program. Instead, make a new e-mail to spamsieve-fn@c-command.com and include the following items as attachments:

SpamSieve’s log file (see Sending in the SpamSieve Log File).
Screenshots (see Sending in Screenshots).
Any applicable false negatives files (see Sending in False Negative Files).

If SpamSieve or the mail program hangs, freezes, or is very slow

Please see Sending in a “Sample” Report.

If the mail program crashes

Please see Sending in Crash Log Files.