Most questions are answered in the pages of this documentation. If you are stuck, this page lists the quickest checks and how to reach us.
Contact support
Email support@casecrafter.com. It helps if you include:
- The version of Case Crafter you are running. It is shown at the bottom of the Settings menu.
- Your platform: Windows, Mac or iPad.
- What you did, what you expected and what happened instead, in a few lines.
- A screenshot, if the problem is visible on screen.
Quick checks
Is the app up to date?
Open Settings, go to the Account tab and click Check For Updates. See Settings. New versions fix known problems, so update before reporting one.
Present does nothing
Presentation mode needs an external monitor connected to your device. Connect the monitor first, then click Present. See Present.
A video will not play (Windows)
Some formats, such as High Efficiency Video Coding (HEVC), only play when the codec is installed on the device. Install the HEVC codec from the Microsoft Store, or convert the video to a common format such as MP4 (H.264).
A scanned PDF is not found by search
A PDF without a text layer is recognized when it is added to the case, which can take a moment for large files. Wait for the import to finish and search again. See Add and Organize Files.
Changes do not show up on my other device
Check the status bar at the bottom of the window. It shows whether your changes have been synced. Both devices need an internet connection, and the case must be a cloud case. See Cloud Cases and Sync.
I cannot log in
Use I forgot my password on the Sign In screen to get a reset link by email. See Forgot Password. If the verification code does not arrive, check your spam folder.
The app will not install
See the installation pages for Windows and Mac; both list the common blockers and how to clear them.
Feature requests
Send them to the same address. Tell us what you were trying to do in court or in preparation; that helps more than a description of the feature itself.