Support

How to Get Support

Before contacting us, please read the help file that comes with the product and the FAQs below. Your questions may have already been answered.

Product-specific FAQs

CommView FAQ
CommView for WiFi FAQ
NetResident FAQ
SmartWhois FAQ
Essential NetTools FAQ
CommTraffic FAQ
DigiSecret FAQ
VisualRoute: Please contact Visualware Support with any questions.

General FAQs and White Papers

Technical Support Policy: Detailed information on our support policy.
Windows Vista Compatibility FAQ: Information on our products' compatibility with the upcoming Windows Vista operating system.
Feature Comparison for TamoSoft Network Monitoring Products: Use this chart to select the network monitoring product that meets your needs.
Promiscuous Monitoring in Ethernet and Wi-Fi Networks (a PDF version is also available): This white paper examines the problems related to the deployment and usage of software-based network monitoring solutions in wired and wireless LANs. It demonstrates the methods of achieving network traffic visibility in various network configurations that include hubs, switches, routers, etc.
Monitoring and Troubleshooting VoIP Networks with a Network Analyzer (a PDF version is also available): This white paper includes VoIP basics, deployment and usage of a VoIP solution over both wireless (Wi-Fi) and wired (Ethernet) network infrastructures, guidelines on efficient monitoring and analyzing VoIP network traffic, troubleshooting various VoIP problems, etc.
Virus/Spyware/Adware/Malware FAQ: Read this document if your antivirus or antispyware software reports a false positive.
Ordering FAQ: Read this document if you have questions about ordering, delivery, payment methods, etc.
Refund Policy: Detailed information on our refund policy.

Contact Forms

You can submit your support request either by using one of the Web-based forms listed below, or by e-mail. We'd strongly recommend that you use the web-based forms because they will lead you through the most important questions we have to ask to provide you with quality support. If you submit your request by e-mail, you might forget to tell us some important facts, e.g. the program build number or your Internet connection type, and we'll end up exchanging many unnecessary e-mails before we get to the point.

We kindly request you not send duplicate e-mails to different company addresses accompanied by multiple contact form submissions. One message is enough: we value every customer and reply to every query. If you do not receive a reply from us within 48 hours, it may mean that our message to you has been filtered out by spam filters, so please e-mail us again with your alternate e-mail address. Thank you!

Technical Support Contact Form
For technical questions and bug reports
Registration Information Request Form
For lost registration info / serial number
General Comments / Questions Form
For all other questions, comments, and queries

If you have a question about VisualRoute, please contact Visualware Support.

If you didn't receive your registration codes from us within 24 hours after you placed the order, please click here.

As mentioned above, if for some reason you cannot or don't want to use the Web-based forms, you can also submit support requests by e-mail: priority@tamos.com for priority support customers (please don't forget to mention your priority support code!) and support@tamos.com for all other customers.

If you do not use contact forms at our Web site and write to us from your e-mail program, please avoid using words like "Hi," "Hello," "Document," "Request," etc. in the subject line. Please mention the product that you write about, and if the product name is irrelevant, try to write a summary of your request in the subject line. The increasing amount of SPAM coming to our e-mail addresses often makes it hard to distinguish between real and junk mail, and our spam filters mark some "real" messages as junk.