If you are unable to start the app because it crashes on startup, please continue here.

If the app crashes while you are using the app, please make sure you are using the latest version and you installed the latest security update of macOS. If the app still crashes, please send an email to support and provide the following information:

• If possible, describe what you were doing before the crash happened.
• Does the crash happens repeatedly or only one time?
• The exact version of Freeze that you are using as well as your macOS version. You can find your macOS version in the "About This Mac" dialog.
• Any crash reports of the app you might have. You can find the crash reports in the folder ~/Library/Logs/DiagnosticReports/.
• The log file ~/Library/Containers/seb.GlacierMac/Data/Library/Application Support/GlacierMac/support.log (To find the log file, use Finder → Go → Go to folder...)
• Any other information that might be helpful, for example screenshots.

If the app crashes on startup, it's possible that application data got corrupted that cannot be read anymore. That can happen after a unclean shutdown for example.

If Freeze refuses to start, open the application data folder in Finder: (Finder -> Go -> Go to folder...) ~/Library/Containers/seb.GlacierMac/Data/Library/Application Support/GlacierMac

In that folder, you can find one folder for every account, for example Account_1. Every account folder has a Transfers.db file. Move that Transfers.db folder elsewhere and try if Freeze starts again.

If that doesn't help, move all Account_* folders elsewhere. In this case you'll have to initiate inventory retrieval for your vaults again.

If that doesn't help or happens repeatedly, please contact support and attach the following log file to the email: ~/Library/Containers/seb.GlacierMac/Data/Library/Application Support/GlacierMac/support.log

In case the application crashed unexpectedly, please also send the crash report.

Please make sure you are using the latest version of the app and you installed the latest security update of macOS. If you found a bug please contact support and provide the following information:

• The exact version of Freeze that you are using as well as your macOS version. You can find your macOS version in the "About This Mac" dialog.
• The log file ~/Library/Containers/seb.GlacierMac/Data/Library/Application Support/GlacierMac/support.log (To find the log file, use Finder → Go → Go to folder...)
• Any other information that might be helpful, for example screenshots.

Thank you for your support!

If a transfer fails, it will automatically be retried after a certain time. This applies to recoverable failures like internet connection issues.

There are some unrecoverable errors that are not retried automatically. In this case you have to retry the transfer manually, or remove the transfer and re-initiate it.

If a transfer fails unexpectedly, open the log file of the transfer (right click, "Open log...") for detailed error messages.