Before reporting a bug or security issue:
- Make sure you use the
latest stable version
of TrueCrypt (the bug or security issue may have already been fixed). Select Help
> About
to find out which version you use.
- Please note that, as TrueCrypt is free, there is no official support for it.
Due to time constraints, any bug reports requesting technical support are ignored
(for example, if you cannot mount a volume due to your or a third-party's error or omission).
For 'unofficial' support (i.e. users help other users) please visit the TrueCrypt Forums.
- Read the following resources:
- If the problem is that the computer abruptly restarts or a
'blue screen' error
appears, run TrueCrypt and select
Help
> Analyze a System Crash
(available in TrueCrypt 7.0 and later). TrueCrypt will then analyze crash dump files that Windows automatically created when it crashed (if any). If TrueCrypt determines that a bug in a third party driver is likely to have caused the crash, it will show the name and provider of the driver (note that updating or uninstalling the driver might resolve the issue). Whatever the results, you will be able to choose to send us essential information about the system crash to help us determine whether it was caused by a bug in TrueCrypt.
Note: If you see a 'blue screen' error message, please search the Microsoft Support Knowledge Base
for it first to find out whether the problem is not caused by a bug in Windows (such as this frequently reported problem) and whether a solution is available.
- If you experienced data corruption or if you are not sure whether your problem is caused by a hardware failure, please follow these steps:
-
Right-click the 'Computer' (or 'My Computer') icon in the Start Menu and select
Manage. The 'Computer Management' window should appear.
-
In the Computer Management
window, from the list on the left, select 'Event Viewer' (within the 'System Tools' sub-tree).
- On Windows XP, select 'System'.
On Windows Vista or later, select 'Windows Logs' > 'System'.
- In the event list on the right, if you find any error event whose time of occurrence (shown in the 'Date and Time' column) is close to the time when the problem occurred, double-click the event and read the
Description. If it says, for example, "The device, \Device\Harddisk1\D, has a bad block", then the problem is not caused by TrueCrypt but by your hardware (your hard disk has a physical defect). Otherwise, if you believe the error event is caused by TrueCrypt, please click the
Copy
button and paste the event Description
to the field 'Detailed description of the problem'
at the bottom of this bug report form.
- If you do not find any relevant error in the log, please perform a thorough memory test on your computer. To do so (Windows Vista or later), select
Control Panel
> System and Security
> Adminstrative Tools
> Windows Memory Diagnostic
> Restart now and check for problems.
(If you use Windows XP, download the memory test tool from
memtest.org
and let it run for at least 60 minutes.)
If any error is detected, then the RAM modules, the power supply unit, or other components of your computer are very likely malfunctioning or defective.
The items in red and marked with an asterisk(*) are required.
Please fill in as many fields as possible.
|
Subject*
|
A brief one-line description of the problem.
|
Version of TrueCrypt*
|
I encountered the problem
Please note that if you do not select the correct version, it may prevent us from fixing the issue. Therefore, in TrueCrypt, please select Help
> About
to find out which version you use.
|
| Security* |
a security issue (vulnerability).
A hypothetical example of a security issue:
Files stored in a TrueCrypt volume are not encrypted.
|
| Category* |
If file container, specify:
|
| Volume Size |
|
| Volume Location |
Other:
|
| Hidden Volume |
|
| Hidden System Running |
Select 'Yes' if a
hidden operating system
was running when the problem occurred.
|
| Volume Created By |
|
| Volume Created Under
|
|
| Encryption Algorithm |
|
| Hash Algorithm |
|
| Portable Mode |
Select 'Yes' if TrueCrypt was
not
installed on the operating system when the problem occurred.
|
| Keyfiles |
|
| In-Place Encryption |
Select 'Yes' if you encrypted existing data in place (select 'No' if you formatted a partition/drive as a TrueCrypt volume or if you created a file-hosted container).
|
| Volume Mounted as 'Removable Medium'
|
Select 'Yes' if the option 'Mount volume as removable medium' in the Mount Options (or the option 'Mount volumes as removable media' in the Preferences) was enabled when you mounted the volume. For more information, see
this section
of the documentation.
|
| Localization |
|
| Operating System* |
Name/Version*
Service Pack*
|
If the operating system is Linux, please fill in these fields:
Linux Distribution & Version:
Kernel Version:
|
| Administrative Rights |
logged into an account with administrator privileges when the problem occurred.
Windows Vista or later: UAC (User Account Control) was
|
| CPU |
Other:
|
| Number of CPUs/Cores |
|
| Hardware-Accelerated AES |
If you are not sure how to determine whether the processor supports hardware acceleration of AES and whether it is enabled, please see this chapter
of the documentation.
|
| RAM (Memory) |
|
| Hardware Platform |
Other:
|
| Brand and Type of Computer |
Example:
Dell Inspiron 1420
If you have problems related to encryption of the Windows system partition/drive, then this field is
required
(unless the computer is unbranded).
|
| Brand and Type/Model of Motherboard |
If you have problems related to encryption of the Windows system partition/drive on an unbranded desktop computer, then this field is
required. |
| Special or Unusual Hardware
(for example, a special IDE controller) |
|
| Brand and Version of BIOS |
Fill in this field only if you have problems related to encryption of the Windows system partition/drive. |
| Non-Microsoft Disk/Chipset Drivers
(vendor and version) |
For example, if you use disk device drivers created by your motherboard manafacturer instead of the drivers provided by Microsoft as part of Windows. |
| Encrypted Filesystem
(filesystem within TrueCrypt volume) |
Cluster Size
|
| Dynamic Container
(sparse-file-hosted) |
|
RAID /
Windows Dynamic Volume |
|
| Sector Size of Host Device/Medium
(on which the volume resides) |
|
| HPA Encrypted |
Select 'Yes' if you encrypted the whole system drive including the
Host Protected Area.
|
| List of applications that were running when the problem occurred
(anti-virus software, etc.) |
|
If possible, a list of all relevant applications installed on your system.
Especially:
- system "tweakers", "enhancers", "optimizers"
- filesystem drivers not supplied with the OS
- system/disk management tools
- alternative shells
- system "doctors"
- etc.
|
|
|
Exact and complete text of any error message(s) |
|
| Steps to reproduce the problem |
|
| Detailed description of the problem* |
IMPORTANT: Please do
not
enter any links to any third-party websites
in this field; we will not
follow them (for security reasons; moreover, the information might be removed from the website before we follow the link). Instead, please paraphrase or quote (copy and paste) the relevant section of the website text into this field. |
Your e-mail address
(in case we need more information)
Note: Your e-mail address will
not
be publicly displayed (all parts of your email address will be kept confidential). |
|
|
|