Contact Information

How do I know who to contact?

A page containing contact information for various situations can be found here.

Submitting Cases

How can I submit a case?

In order to submit a case you must create an account. Setting up an account is fast and easy. Simply click the "Create" link under the "Account" heading on the main page and follow the instructions.

I submitted a case and want to change the information provided.

Unfortunately, once a case is submitted we do not allow it to be modified by users. This is for security reasons. If you would like changes made please contact us with the desired changes and we will make them.

Is there an limit on file size?

Yes. The service we use for uploading files has a 10GB limit per file.

What files are required when submitting a case?

This question is answered here.

User Accounts

How do I change my password?

You can change your password by clicking on the "Information" link under the "Account" heading when you are logged in. Alternatively, you can follow the instructions for what to do if you forgot your password.

I forgot my password. What do I do?

Relax, we all forget our passwords from time to time. Simply click on the "Forgot Password" link under the "Account" heading. You will be sent an email with a link. Clicking this link will take you to a page where you can reset your password.

I have created an account, but I am told that it has not been activated.

When your account was created you should have received an email with a link to activate your account. You must follow this link in order to activate your account. Only in this way can we verify the email address you provided is real.

My account has been disabled. What do I do?

Users who are using the web site inappropriately will have their accounts disabled. If your account was disabled in error please contact us.

What is done with my email address?

Your email address is used as your login user name. You will not be added to a mailing list, nor will we share your information with others. This information may be used to contact you regarding the cases you submitted, but your information will only be available to those with administrative rights.

Viewing Cases

Are the case files safe to download?

If a message stating "*note: these files have not been verified as safe or accurate" is found next to the download link, the files may not be safe to download. When cases are submitted they are flag as unverified. Once the case files have been checked and are verified to be both safe and in the proper format, they are marked as verified. At this point the message stating "*note: these files have not been verified as safe or accurate" will no longer be displayed. If you do see such a message, you may still download the files at your own risk.

I found the case, but there is no download link.

The download link will not appear until the files have been uploaded successfully. The files may currently be uploading, or the person who submitted the case may have forgotten to upload the files. The submitter is made aware that cases he/she submitted are missing files.

I submitted my case using HTML code in the description, but the HTML displays as plain text.

While we do allow HTML to be used in the case descriptions, we will not display it until the case has been verified. This is for security reasons. All scripts and HTML tags are disabled until we can verify that it is not will not display inappropriate material or harm other machines. As soon as this is verified, the display of the HTML code will be enabled for the case.

What do the links next to "Characteristics" do?

These links are used to search on the specified characteristic. Clicking on the link will return a list of cases which have that characteristic specified.