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, flag the messages in SpamSieve’s Log window, make a new e-mail to spamsieve-fn@c-command.com and include the diagnostic report file as an attachment (see Sending in an Error Report).
Depending on the situation, we may ask you to send in any applicable false negatives files by dragging them from SpamSieve’s Log window to the e-mail window to include them as attachments.

If you have good messages in your Junk 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, flag the messages in SpamSieve’s Log window, make a new e-mail to spamsieve-fn@c-command.com and include the diagnostic report file as an attachment (see Sending in an Error Report).

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.