If you have an issue with one of our products, it's not so much your problem as our problem. One of the links on this page will begin to fix it.
Support
Lost License Information
If you've lost your License Information, (Licensee Name or License Key, please fill out our little Lost License Info Request Form.
Support Articles
We also have a list of Support Articles, aka "Knowledge Base", of issues that haven't made it into our Help Book documentation yet.
Sending Data to Us
We can often solve problems pretty quickly if we have can reproduce it with your data, and we are happy to do that. All data we receive is treated in accordance with our Privacy Policy.
BookMacster Bookmarkshelf Files
For BookMacster issues, sending us the relevant Bookmarkshelf (.bkmslf) file is often sufficient. You can reveal it in Finder by holding down the ⌘ key, clicking once in it's windows' title bar, and selecting the immediate parent folder from the popup menu which appears:
(By the way, this trick should work in any Mac app with documents.)
For greater probability of transmission success, zip the file. To zip a file, in Finder, do a right/secondary click on it and choose "Compress..." from the contextual menu.
A new ".zip" file will appear.
Now realize that this file contains all of your bookmarks. If you don't want to send all of your bookmarks, in spite of our Privacy Policy, we can often still find some clues even from a version which has some or all of the bookmarks redacted. To create a redacted version,
- Editing the Bookmarkshelf in BookMacster, delete the folders or bookmarks which you want to redact. To redact all items, in the menu, click Bookmarkshelf ▸ Delete All Content.
- In the menu click File ▸ Save As.
- In the dialog, navigate to your Desktop and save it as a new .bkmslf file.
- Close the Bookmarkshelf window.
- On your Desktop, zip the file as described above.
- To deactivate any active Agent(s) or Open on Launch actions for this redacted Bookmarkshelf, drag it to the Trash.
Trouble Zipper
If the problem involves one of our products obviously misbehaving, obviously not completing a requested task, displaying an error message, becoming unresponsive, or crashing, please
Download our latest Trouble Zipper.
The Trouble Zipper gathers preferences files and crash reports for Sheep Systems' apps, a mini system profile, any message sent to your system console log which has the name of one of our apps in it, and optionally, if you "OK" it, relevant document and bookmarks files. After the download completes and is unzipped, doubleclick the Sheep Systems Trouble Zipper AppleScript package. (If you don't see a dialog immediately, check your Dock for a bouncing script.) With your guidance, the Trouble Zipper will fetch and assemble crash reports and other data into a .zip archive
The Actual Sending
You may attach the .zip file to either your email or forum posting. To attach it to a forum posting, click the "Choose File" button under your forum message like this:
Forum attachments are only available to Sheep Systems staff, not to forum visitors or regular members.