If a PhotoSanitize problem cannot be resolved using the documentation, Probativa Support can help investigate installation, licensing, compatibility, processing, and reporting issues.
A useful support request explains what happened, when it happened, and which part of the application was involved. You generally do not need to disclose a confidential original photograph simply to report an error.
Identify the installed version and environment
Open About and record the PhotoSanitize version and active edition.
Also note the Windows version and whether the application is running on a physical workstation, Windows Server, or a virtual machine.
These details are particularly relevant when a problem concerns licensing restrictions, format compatibility, or behavior that appeared after an application or Windows update.
For an organizational deployment, mention whether the issue affects one computer or several installations.
Describe the operation
Explain what you were trying to do and where the problem occurred.
For example, a failure during Analyze Selected is different from one that appears only when Rebuild is selected. A visual detection issue requires different information from an error encountered while exporting a PDF report.
Include the selected sanitization profile, output format, and any relevant Custom options. If the issue occurs only with a particular type of image, mention that as well.
The exact error message is often more useful than a general description such as “sanitization failed.” Copy the message where possible, or provide a screenshot that clearly displays it.
Provide image characteristics
For format-related problems, record the general file type, dimensions, approximate size, and any unusual characteristics.
An animated WebP file, a multipage TIFF, and a normal JPEG can require different processing capabilities. If the image is high precision, uses transparency, or contains animation, mention that information.
You can often reproduce a compatibility problem with a non-sensitive test image that has similar technical properties. This may be preferable to sharing an original photograph containing personal or confidential information.
Use available logs and verification information
PhotoSanitize records processing information in its application log. For an unsuccessful operation, review the relevant messages and include the meaningful error details in your support request.
If sanitization completed but verification failed, open the Verification tab. Its individual checks can help identify which requirement was not satisfied.
Use Copy when you need to transfer the available verification details into a support message or internal incident record.
Before sharing any log or report, review it for personal information, internal paths, filenames, or other content that should not be disclosed.
Licensing and environment errors
If activation or validation fails, record the displayed licensing error and the relevant edition.
For environment restrictions, provide the Windows version and whether the application is running inside a virtual machine or on Windows Server.
Avoid including your complete product key in an ordinary support message. Use the appropriate secure support procedure if Probativa needs to verify licensing information.
Protecting confidential material
Support information can itself contain sensitive data. A screenshot may reveal a private photograph, while a report may include source paths or filenames that identify customers, employees, or internal projects.
Individuals should review what they share, and organizations should follow their normal information-disclosure policies when preparing support material.
If an original image is genuinely required to reproduce a problem, agree on an appropriate transfer method before sending confidential content.
Contacting Probativa
Visit Probativa Support to obtain assistance.
Include the application version, Windows environment, operation being performed, and exact error. Describe whether the problem occurs consistently and, if possible, the steps required to reproduce it.
For a problem affecting several files, indicate whether all supported images fail or only a particular format or collection.
If you suspect a security vulnerability, use an appropriate security reporting channel rather than publicly distributing confidential details, affected photographs, or reproduction material.