How to Collect Samples To Share With Intego Support

There may be a situation where Intego's Support Team has requested that you share sample files with us for further investigation. We utilize a sparse bundle tool to obtain these samples. Please note, the original disk image file will be shared directly with you by a member of Intego's Support Team, it is not available for download on our website.

Step 1: Download the Disk Image File

Once Intego Support has requested you collect samples, you will receive a download link via email. Please click on the link, it will initiate an automatic download within your web browser.


Step 2: Double Click on the Downloaded File to Unzip It 

After the download completes, you can find the .zip file within the Downloads folder on your Mac. Locate the file shown in the image below and double click on it to unzip the file.


Step 3: Move the Archived File to the Trash

Once the downloaded file has been unzipped, there will be 2 files present. One will be an archive file, and the other will be the new .sparseimage file created after unzipping the original file. Please move the archive file to the Trash.


Step 4: Move File to Desktop and Open It

Drag the file that remains to your Desktop. Once it has moved successfully, double click on the file to open it.


Step 5: Enter Password Provided by Intego Support

Upon opening the file, you will be prompted to enter a password. This password will be provided to you by Intego Support within the same email message that contained the download link you used in Step 1.


Step 6: Drop and Drag Files You Want to Share Into the Disk Image

Entering the correct password will create a new icon on your Desktop called Sample2. Double click on this icon to open a new window. You will want to copy/drag any sample files into this new window.


Step 7: Eject the Disk Image Icon

After the files have finished copying, you can safely eject the Sample2 icon from your Desktop by right clicking on the icon and selecting the Eject option.


Step 8: Compress the File on the Desktop

After the Sample2 icon has been removed from the Desktop, you will want to compress the file that contains the samples, so that it is small enough to be sent back to Intego Support. Right click on the .sparseimage file and select the Compress option.


Step 9: Send the Compressed File Back to Intego Support

There will now be a new .zip file on your Desktop. Please send this file back to Intego Support via email, as an attachment.



If you encounter any issues during this process, please contact our Support Team for assistance.

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