This section is divided in seven parts:
1. Troubleshooting of product delivery issues.
2. Troubleshooting account registration issues.
3. Troubleshooting product registration issues.
4. Troubleshooting Installation issues.
5. Troubleshooting Activation issues.
6. Troubleshooting functionality issues.
7. Troubleshooting update/uninstall issues.
Product delivery
After you purchased product you will receive several emails containing purchase confirmation (invoice), product registration information and download links and email about account creation prompting to activate your MyParagon account. However sometimes there might be unexpected problems, that we might help you to troubleshoot by yourself in this section of this article.
Please note that we do not deliver promo products (compact edition) – this products only available during promo period and delivery handled by promo provider.
Haven’t received email with purchase confirmation/product information
Solution 1
You need to check if you received Order confirmation email – if you have order confirmation email but don’t have purchase confirmation email then please check that you finished processing order. Instructions for order processing can be found in order confirmation email’s text. After you processed payment and purchased product you will receive missing emails.
Solution 2
Contact online shop that you purchased from and ask them to what email was delivered purchase confirmation and product from your order. Sometimes, especially if you use Mac with autocorrect function, email address may be autocorrected by Mac and your purchase can end up on different email. After you received purchase confirmation from shop – please contact our support team and attach this purchase confirmation and provide all information that you have and we will transfer products to your right account.
When I try to download product using link from email – page opens stating that download link has expired.
Solution 1
In case of Mac products and File system drivers for Windows (ExtFS, HFS) – you can download demo version of latest product build from product page and then activate it to unlock full features. However this solution does not apply to Hard Disk Management programs because their demo’s can’t be unlocked to full functions – for this products you need to use solution 2.
Solution 2
You need to
login to your MyParagon account(if you don’t have one then
register it first) and download registered product (if product is not registered then you need to
register it).
There is nothing in MyProducts when I enter MyParagon account
Solution 1
You’ve created/logged in with different account from the one that you used during product purchase and your product(s) is(are) registered to another email. Please contact online shop that you purchased from (maybe you provided another email for delivery).
Solution 2
Your product is not registered to any account and you need to
register it.
Solution 3
If you have purchase confirmation and serial number, contact paragon
support team and we will help you track down your purchase.
Account registration
After you purchased one of electronic versions of Paragon products – this product is registered to your MyParagon account (if you purchase box version of Paragon product you can register it in MyParagon account later for your convenience).
Usually account created automatically when you purchase product or register free/promo/evaluation/demo version, but if you need to manually create a MyParagon account you can do this by following this link.
You can find more information on how to crate new MyParagon account in this article. If you want to use your Facebook account with MyParagon account then you can find instructions on how to do that in this article – Log into MyParagon portal using Facebook account
Did not receive account registration email with account activation link
Solution 1
Check your spam folder, sometimes this mail can get in there.
Solution 2
Wait for some time, sometimes our server might hung up for some time due to technical issues or maintenance and your mail can be delayed.
Solution 3
Check that you entered correct email when registering account, try to re-register it.
Solution 4
Contact support team with you problem and specify steps that you performed.
Can’t activate account
If you can’t activate account when following account activation link from mail, received after account creation, then:
Solution 1
If page prompting for new password to activate your account appears please make sure that new password meets requirements. (Example of correct password – Fg43Oe)
Solution 2
If after you follow activation link you can’t provide new password but instead system prompts you to send activation link again or message appears that Paragon portal is on maintenance – please
contact support team and we will activate your new account manually.
Product registration
When you need to register a product in your MyParagon account you may encounter some issues.
Incorrect serial number
Solution1
Please read
this knowledge base article if you encounter problems with serial number.
Serial number already registered
Solution1
Serial number is registered to another account – try to remember maybe you used another email during product purchase or used another account before. It may also be the notorious text autocorrect issue.
Solution2
Contact support team and provide them with invoice and serial number so that we can transfer products from wrong account to your legit one.
We could not complete operation…
Solution
Contact support and provide invoice (purchase confirmation letter) and serial number.
Installation
Can’t install Windows product
Solution 1
For 32/64 bit installation issue – all our products include installer for x32 and x64 Windows. If you downloaded wrong installation file – please use link from registration email to download another file or you can always download right installation file from your
MyParagon account.
Solution 2
check
this article of troubleshooting windows installation. Also make sure that program supports your OS version (you can find this information by visiting product’s page at
main site)
Solution 3
Collect log Files of installation and make a screenshot of issue then
report it to support team.
Can’t install Mac product
Solution 1
Please make sure that version of product supports your OS version. You can check supported OS at product page.
Solution 2
Please make sure that you using .dmg file, downloaded from product page/your MyParagon account or using download link after purchase.
Solution 3
Please check
this article to troubleshoot common issues with NTFS for Mac 15 installation. How to install
NTFS for MacSolution 4
If you encounter other error messages, program is not installed correctly or you experience errors during OS boot/restart then please submit detailed description of this issue and screenshot of error –
contact support team .
Activation issues
error activating Windows products
Solution1
check that you are entering correct serial number (no unintended spaces).
error activating Mac product (except NTFS for Mac 14 and Microsoft NTFS for Mac by Paragon Software)
Solution1
check that you are entering correct serial number (no unintended spaces).
Solution2
Try offline activation and provide support with needed information (serial number and system serial).
Errors activating Microsoft NTFS for Mac by Paragon Software
Solution 1
Please follow
article for standard activation process.
Solution 2
If you using online activation with MyParagon account – then please make sure that you using account that has registered Microsoft NTFS for Mac by Paragon Software product/license on it because otherwise you will get error message that product is registered to another email
Solution 3
If you don’t have MyParagon account or you can’t register product for some reason then you can use activation without MyParagon account
Solution 4
If during activation you get product is activated on another GUID/device then you need to release license in MyParagon account or contact support team if you used activation without MyParagon account
Solution 5
If you have connection problems during activation – please use offline activation
Solution 6
Sometimes when activating Microsoft NTFS for Mac by Paragon Software operation appears to be successful, but after system or software interface restart it says that you still using trial period (while in your MyParagon account it says that license is in use). In this case you need to repeat activation process again following steps from
this article and if it fails again please contact support team using your MyParagon account or driver interface.
Solution 7
If you encountered problem that is not in this list – please contact support team either using driver interface or MyParagon account.
Functionality issues
First if you have some issues with any of our products please consult product manual and knowledge base – chances are this issue is already covered there or it is not an issue but an intended behavior of product.
Windows Hard disk Management products (Backup & Recovery, Drive Copy, Migrate OS to SSD, Partition Manager, Disk Wiper)
Solution1
Please try to clean reinstall program:
- Open Programs and Features (Applications and Features)
- Locate Paragon software and run uninstall then reboot
- Delete program folder
- Download latest build from MyParagon account page and install it – then reboot
Solution 2
If you encounter error – please take a screenshot and collect log files with log saver and send it to support team.
Windows File system drivers (HFS+, ExtFS for Windows)
Solution1
Please try to clean reinstall program:
- Open Programs and Features (Applications and Features)
- Locate Paragon software and run uninstall then reboot
- Delete program folder
- Download latest build from MyParagon account or from product page from main site and install it – then reboot
Solution 2
Please check
this KB article to troubleshoot common HFS+ functionality issues
Mac OS Hard disk management (Camptune X, HDM for Mac)
Solution 1
Uninstall currently installed build and then download latest build from MyParagon or from product page – install and try to use.
Solution 2
If you still have problems or encounter errors, then collect logs and send them to us with problem description. How to collect logs –
Camptune/
HDM for Mac.
Mac OS FS drivers (NTFS for Mac, ExtFS for Mac)
Solution 1
Please read
this article on Paragon NTFS for Mac 14 new GUI if your Volumes not showing in Disk Utility and you dont know how to format/erase Volumes.
Solution 2
Please note that Paragon drivers do not fuse with Disk Utility and thus can not convert your disk to MBR or GPT. You need to use Disk Utility to convert disk to MBR or GPT during disk erase procedure and after that you can format drive with Paragon driver through its interface.
Solution 3
If your disks do not mount with Paragon driver check that it is not disabled (Volumes – disable Paragon driver should be unchecked) and that product status is not “trial period expired“.
Solution 4
If your disks do not mount automatically – try to open Volumes tab and unmount/mount Volume
Update/Uninstall issues
Am I using a latest version of software.
Solution 1
For Mac software we have automatic updater that checks if your software is up to date or not (except for Camptune X). You can always check software build by launching it and then click at software name near an apple icon and then selecting help/about dialogue. Compare build that you see there to the one that you see in product description in MyParagon account – if your build is outdated then please uninstall it and install latest build from your MyParagon account.
Solution 2
For Windows products (HDM based) – Switch to full scale launcher – Home – About – check build and compare to one listed in your MyParagon account – download installation if your build is outdated. Uninstall old version and install new one.
I received email that Update was released but when I go to MyUpgrades in MyParagon account – I’m asked to pay.
The thing is – Update and Upgrade is different things when applied to Paragon software.
Every product has its version and build number. For example for NTFS for Mac 14 first released build was 14.0.131 where 14 is version and 131 is build number. When we talk about Upgrades – it is an upgrade from one version of software to another (when we move from 14 to 15 or from 11 to 12). When we talk about Update – it mean updating program build (moving from 0.131 to say 1.187)
Upgrades are usually being charged for, but we either provide discount for our customers or free upgrades for certain products or during promotional events. You can get Upgrade
Updates are free – you can always download update after its release from your MyParagon account – old installation file (for old build) is replaced by new one when it is officially released.
Uninstalling paragon software.
Solution 1
For Windows products – you need to use Windows Programs and features (applications and features menu), which can be accessed if you right click on window at bottom left corner of desktop. After service Windows opens – locate Paragon product and press uninstall. After that reboot and delete program folder.
Solution 2
For Mac products – you need to use uninstall button in program interface, enter user password and perform reboot.
Please note that when deleting paragon products from your computer – first reboot may take longer time that usual.
Also please note that if you encounter any difficulties when uninstalling our software – please contact support team
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