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Legal Notification
CEIC, EnCase eDiscovery Suite, EnCase Enterprise, EnCase Enterprise AIRS, EnCase Forensic,
EnCE, EnScript, FastBloc, Guidance Software, Neutrino, Snapshot, and WaveShield are
registered trademarks or trademarks owned by Guidance Software in the United States and
other jurisdictions and may not be used without prior written permission. All other marks and
brands may be claimed as the property of their respective owners. Products and corporate
names appearing in this manual may or may not be registered trademarks or copyrights of their
respective companies, and are used only for identification or explanation into the ownersʹ
benefit, without intent to infringe.
Any use and duplication of this material is subject to the terms of the license agreement between
you and Guidance Software. Except as stated in the license agreement or as otherwise permitted
under Sections 107 or 108 of the 1976 United States Copyright Act, no part of this publication
may be reproduced, stored in a retrieval system or transmitted in any form or by any means,
electronic, mechanical, photocopying, recording, scanning or otherwise.
Product Manuals and Documentation are specific to the software versions for which they are
written. For previous or outdated manuals, product release information, contact Guidance
Software at http://www.guidancesoftware.com (http://www.guidancesoftware.com).
Specifications and information contained in this manual are furnished for informational use
only, and are subject to change at any time without notice.
Protected by U.S. Patent Nos. 7,168,000 and 6,792,545. Patents Pending in the U.S. and other
countries.
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Support
Guidance Software develops solutions that search, identify, recover, and deliver digital
information in a forensically sound and cost‐effective manner. Since our founding in 1997, we
have moved into network‐enabled investigations, enterprise‐wide integration with other
security technologies.
This section provides information on our support for you through:
Reference manuals and release notes
Support portal on the Web, including access to downloads
Technical Support Department
Customer Service Department
Message Boards
Training
Professional Services
Reference Manuals and Release Notes
Guidance Software provides printed manuals for all of our product line, as well as PDF versions
of interim updates and Release Notes describing the new features and problems fixed.
Read this manual to understand the product and its use. Before acquiring live evidence, run
several test acquisitions and try different processes for examining files.
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EnCase Forensic Version 6.11 Userʹs Guide
Technical Support
Guidance Software provides a variety of support options, including phone, e‐mail, online
submission forms, an up‐to‐date knowledge base, and a message board (technical forum).
Support is available from Sunday, 7:00 PM through Friday, 6:00 PM Pacific Time (Monday, 3:00
AM to Saturday, 1:00 PM GMT). This excludes public holidays in the United States and the
United Kingdom during respective business hours.
Phone/mail support
US Contact Info:
215 North Marengo Avenue
Suite 250
Pasadena, CA 91101
Phone: 1‐626‐229‐9191, Option 4
Fax: 626‐229‐9199
UK Contact Info:
Thames Central, 5th Floor
Hatfield Road
Slough, Berkshire UK SL1 1QE
Phone: +44 (0) 1753552252, Option 4
Fax: +44 (0) 1753552232
Toll‐Free Numbers:
Germany: 0‐800‐181‐4625
China: 10‐800‐130‐0976
Australia: 1‐800‐750‐639
Hong Kong: 800‐96‐4635
New Zealand: 0‐800‐45‐0523
Japan: 00‐531‐13‐0890
Online support
Guidance Software offers a Support Portal to our registered users, providing technical forums, a
knowledge base, a bug tracking database, and an Online Request form. The Portal gives you
access to all support‐related issues in one site. This includes:
User, product, Beta Testing, and foreign language forums (message boards)
Knowledge Base
Bug Tracker
Technical Services Request Form
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Downloads of previous software versions, drivers, etc.
Other Useful Links
Although technical support is available by e‐mail, you will receive more thorough, quicker
service when you use the online Technical Support Request Form
https://support.guidancesoftware.com/node/381. Note that all fields are mandatory, and filling
them out completely reduces the amount of time it takes to resolve an issue.
If you do not have access to the Support Portal, please use the Support Portal registration form
https://support.guidancesoftware.com/forum/register.php?do=signup.
Registration
Registration requires you to choose a unique username and password. Please provide all
requested information, including dongle ID, phone, e‐mail address, organization, etc. This helps
us identify you as a registered owner of EnCase.
You will receive an email within 24 hours. You must follow the link in that email before you can
post on the forums. Until you do that, you will not have permission to post. Once you have
verified your email address, you will be added to the Registration List. Please allow 24 business
hours for your account to be approved.
Once your registration is approved you can access the Support Portal
https://support.guidancesoftware.com/. You can use the Support Portal Tutorial for a brief
overview of the site.
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