Popular FAQ

A.

If you have purchased a subscription with Automatic renewal, you will be informed at least 7 days before your subscription expires about the date of the upcoming charge and the amount you will be charged. To stop automatic renewal*, follow the given process:

  • Visit the Manage Account page.
  • Enter your order number and click Next.
  • Verify your order details and click the Manage Account button.
  • Log on to your account on Stellar authorized reseller website.

This will cancel the automatic renewal of your subscription.

*By stopping automatic renewal, the subscription will be terminated (cancelled) at the end of the current billing cycle, and your card won't be charged.

A.

Follow these steps to recover your data from a crashed computer:

  • Plug a USB flash drive (min. 1 GB) into a Windows PC.
  • Run Stellar Data Recovery Professional on the PC.
  • Click the Waffle icon on the top right corner.
  • Select ‘Create Recovery Drive’ option.
  • Select the USB drive and click Create Recovery Drive. The process will create a bootable USB recovery media
  • Next, connect the bootable USB to the crashed computer and boot it.
  • On the ‘Select What to Recover’ screen, select ‘Everything’ and click ‘Next.’
  • On the ‘Recover from’ screen, choose the location and click Scan.
  • In the preview screen, select the files you want to restore and click ‘Recover.’
  • Click Browse to choose the location* to save the files.
  • Click Start-Saving to save the files recovered from the crashed computer.

*Save the recovered data on a separate storage device.

Further reading:

How to recover data from crashed or unbootable Mac?
A.

The time required to scan your drive depends on factors, like the storage capacity, drive condition, data loss situation (for example, simple deletion vs formatting), etc.

The software may take longer scan duration due to reasons like,

  • Large disk volume
  • Bad sectors on the drive
  • Disk fragmentation
  • Interface connectivity issues
  • Power supply issues

Here are some quick tips to speed up the drive scanning

  • You can choose to recover specific files instead of the complete data at one go.
  • You can create a hard drive ‘image’ using Stellar Data Recovery Professional tool and then scan the image for faster turnaround.
  • You can choose Quick Scan for simple data loss scenarios like deletion.
A.

You may be unable to open a recovered file or the files may show up in 0 KB size after recovery. This may happen due to the following reasons:

  • You recovered the files from a previously-scanned image of the drive, saved a few days or weeks ago
  • The files were already overwritten with new data before you recovered them.
  • You lack the Admin rights, the drive is encrypted, or read/write protection is enabled on the device.

In this situation, we recommend performing a fresh scan on the drive and check the recovery results.

A.

There is a vast variety of ransomware which use different mechanisms to encrypt and sometimes also delete the files. In this situation, you can scan the drive using Stellar Data Recovery Professional software to try and recover the deleted files. However, we recommend reaching out to a data recovery expert to get professional help on ransomware data recovery.

Our Policies

Contact Support

Raise a Ticket

Have queries or need help? Login and submit a ticket to get support.

Call Us

Pre Sales:
+1-877-778-6087

Technical Support:
+1-732-584-2700

You’re in Good Hands