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7.2   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 macOS 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.)
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?
  • If you are using SpamSieve with the same e-mail account on multiple Macs, which one of the four approved setups are you using?
  • 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?
If you have uncaught spam messages
  • Are the uncaught spam messages in your inbox or in another folder?
  • When you first saw the uncaught spam messages on your Mac, were they marked as read or unread?
  • 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 SpamSieve’s log file as an attachment (see Sending in the SpamSieve Log File).
  • Depending on the situation, we may ask you to send in any applicable false negatives files (see Sending in False Negative Files).
If you have good messages in your Spam mailbox
  • What are the sender address and subject for each good message that you’re referring to?
  • 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 SpamSieve’s log file as an attachment (see Sending in the SpamSieve Log File).
If it will help you explain what’s happening or what you are seeing
Please see Sending in Screenshots.
If something aside from SpamSieve’s filtering is not working properly
Please see Sending in an Error Report.
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 and What can I do if Apple Mail is crashing?.

For other types of problems, please describe what you did, what happened, and what did you expect to happen instead. This will make it easier for us to understand the issue that you are reporting.

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