Support Page

D ownload Surgeon has a fully staffed Help Desk that provides 24 hour response times during the M-F workweek. This Help Desk contains a support ticket system, Knowledge Base, and Download Links to all versions of the software, including older versions.

All initial support requests should be initiated through our Help Desk. Please do not use email or phone calls for support. We need the written details of your problem in order to effectively assist you.

The purchase of Download Surgeon entitles you to ONE year of free support to all aspects of the Help Desk. We recommend thereafter that you purchase an annual support plan, though you are not required to. the following periods of time.

Win 7 – Win 10
Mac OSx 10.12 – 10.14
(*See Details fpr older OSs)
12 months of free support.

If you have not renewed your support plan after the one year period, the use of the Incident Support Ticket System is subject to a fee. All other portions of the Help Desk continue to be available at no cost.

You can purchase an extension to your Support Plan at any time by going here: Support Plans

In addition to the Help Desk, Download Surgeon also utilizes the Telephone and a Remote Assistance System to provide non-routine support on an as-needed basis. The use of these two support methods is initiated by Download Surgeon support staff at their discretion. Go to Help Desk

The Download Surgeon website also has a series of Training Videos which we highly recommend. These videos cover all of the functions found in Download Surgeon and will answer most questions. Go to Training Videos

Download Surgeon also comes with a detailed written User Guide. You can browse this guide on-line or you can download and print the User Guide as a pdf document. Go to User Guide

Lastly, Download Surgeon offers customized training. If you are interested in this option, please go to Step 2 of the shopping cart. These sessions are purchased in blocks of 20 minutes. We use a screen sharing tool so you can see our screen as we answer your questions and review or illustrate topics of your choice. Go to Shopping Cart

DS3 contains 4 different modules. The YouTube, OS, and SC Recorder modules will run on Mac OSx 10.10 or newer. However the 4th module, the Sniffer Downloader requires 10.12 or newer.