How to Send Us a File (Macintosh)

Problem

You may need to send us your company file if you're having a problem in Goldenseal Macintosh accounting software that we can't diagnose over the phone or by email. We can often solve problems faster if we can actually see your data first hand, instead of guessing what is there.

We may ask to use this option for data problems ("a number is wrong!") or any other mystery problem that is hard to diagnose without actually seeing the data.

NOTE-- User files often help us to catch obscure bugs that we'd never manage to duplicate in our testing.

Solution

To send us a file, follow these steps:

STEP 1-- Quit from Goldenseal

If you are currently running Goldenseal software for Macintosh, choose Quit from the Goldenseal menu (File menu in Mac OS 9 or earlier).

NOTE-- Click here if you are using the Windows version, instead of a Macintosh.

STEP 2-- LOCATE THE FILE TO SEND

Locate your company file. It may be in the Documents folder, in your hard drive window, or on your desktop. It's the file that you open whenever you start using Goldenseal.

NOTE- Don't send us the Goldenseal program (tree icon)!

If you use a alias on the desktop to open your Goldenseal file, make sure you do not send us the alias file! The icon for an alias has a small arrow at lower left. The alias file will be tiny (1 or 2K). The company file will probably be at least 500K in size, more likely at least a few megabytes.

HINT-- If you use a alias and don't know where the file is, click on the alias icon, then choose Show Original from the File menu. It will open the folder where your company file is located.

STEP 3-- COMPRESS THE FILE (OPTIONAL)

To save uploading time, you can use DropStuff, Stuffit or Zipit to compress the file. That will make it about 50% smaller.

  • For DropStuff, drag the file onto the DropStuff icon. NOTE-- in Mac OSX, use .zip format rather than .sitx format.
  • For Zipit, drag the file onto the Drop Files Here.. icon.

NOTE-- DropStuff is available for a free trial download at www.stuffit.com. Zipit is available at www.maczipit.com. A compression utility is useful for other things (e.g. compressing files for backup) and we highly recommend that users get a copy!

STEP 4-- SEND THE FILE

Follow these steps:

  1. Open whatever email program you use.
  2. Compose an email to support@turtlesoft.com.
  3. Attach the compressed file from step 3, or your company file from step 2.
  4. In the message, include a description of the problem, and what we need to do to see the problem.
  5. If your file uses passwords, also tell us the Master Password, so we can open your file.
  6. Send the email to us.
  7. We'll send you an email answer, usually within 24 hours.

NOTE-- We treat all user files with confidentiality and respect. We normally archive tech files for about one year, and occasionally that saves a user from disaster! However, if you want complete confidentiality, please let us know, and we will delete your file immediately after use.

Comments

Updated 10/27/08 by Dennis. Updated 10/24/2010.