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FAQ & Troubleshooting

FAQ & Troubleshooting#

Find answers to frequently asked questions and solutions to common issues when using the unJaena AI platform.

Account & Billing#

Q: Is there a free trial?#

Yes, you receive 100 free credits upon sign-up. This is enough to analyze one small case, and no payment information is required to get started.

Q: What payment methods are supported?#

We accept major credit and debit cards including Visa, Mastercard, and American Express. All payments are processed securely through Paddle, our Merchant of Record.

Q: Is there a monthly subscription?#

No. unJaena AI uses a one-time credit purchase model. Buy credits when you need them. Larger packages offer lower per-credit costs. There is no recurring subscription.

Q: What is the refund policy?#

A full refund is available within 14 days of your first purchase if no credits have been used. You can request a refund from Settings > Billing History.

Q: Can I get an invoice?#

Yes, you can download receipts and invoices from Settings > Billing History. Enterprise plans support custom invoice arrangements.

Q: Do credits expire?#

Purchased credits do not expire. You can use them at any time after purchase.

Collector Troubleshooting#

Q: The collector won't run.#

Windows:

  • Make sure you run the collector as Administrator (right-click → Run as administrator).
  • Antivirus software may be blocking execution. Temporarily disable real-time protection and try again.
  • Windows 10 or later is required.

macOS:

  • Allow the app in System Preferences > Security & Privacy.
  • macOS 12 (Monterey) or later is required.
  • Both Apple Silicon (M1/M2/M3/M4) and Intel are supported.

Linux:

  • sudo privileges are required.
  • Run chmod +x install.sh to grant execute permissions, then try again.

Q: My mobile device is not recognized.#

iOS:

  • Make sure iTunes/Apple Devices is up to date.
  • Select "Trust This Computer" on the device and enter your device passcode.
  • Try a different USB cable.
  • Direct USB collection: Connect the device via USB and the collector will automatically detect it for live collection. Device passcode is required.
  • Backup file collection: If you already have a backup created in iTunes/Finder, you can select that backup for collection.

Android:

  • Verify that USB debugging is enabled.
  • Confirm you selected "Allow USB debugging" on the device.
  • Ensure ADB drivers are installed.
  • Connect the device via USB and the collector will automatically detect it and start collection.

Q: Errors occur during collection.#

  • Ensure you have enough disk space (at least 5 GB free is recommended).
  • Other forensic tools running simultaneously may cause conflicts. Close them and try again.
  • Check the collection log file at ~/.forensic-collector/collector.log (user home directory). The collector is a portable executable — no installation folder is used.
  • If the issue persists, contact support@unjaena.com with your log files attached.

Q: Upload fails.#

  • Check your internet connection.
  • Very large files (over 10 GB) may take a long time to upload. Use a stable network connection.
  • If an upload is interrupted, automatic resume is supported. Re-upload the same file to continue from where it left off.
  • Firewall or proxy settings may be blocking the upload. Consult your network administrator.

Q: Collection takes too long.#

  • Quick Collection mode collects only core artifacts and finishes within 5-10 minutes.
  • Full Collection mode gathers over 400 artifact types and may take 15-30 minutes.
  • Collection is faster on SSD drives.
  • For large disks, you can select specific artifact types to collect.

AI Analysis#

Q: How long does analysis take?#

It depends on query complexity:

  • Simple queries (specific artifact lookup): 30 seconds to 1 minute
  • Complex analysis (cross-analysis, correlations): 1 to 2 minutes
  • Full kill-chain analysis: 2 to 3 minutes

Results stream in real time, so you can review partial results before the full analysis is complete.

Q: What languages are supported for analysis?#

Four languages are supported: Korean, English, Japanese, and Chinese. You can set the analysis language when creating a case. Regardless of query language, all artifacts are searched.

Q: How are credits consumed?#

Credits are consumed in three ways: (1) parsing uploaded data costs 10 credits per GB, (2) AI analysis queries cost 3 credits per 1,000 tokens, and (3) generating a PDF report costs 10 credits per report.

Manual Review and Timeline Profiler can be used without consuming credits.

Q: How accurate are AI analysis results?#

The AI analyzes based solely on actual collected artifacts. To ensure accuracy:

  • Every claim includes evidence citations in the format [Evidence #N].
  • Confidence indicators are provided (Confirmed / Highly Likely / Requires Further Investigation).
  • You can click evidence citations to directly verify original artifacts.

AI analysis is an investigative aid. Final conclusions should be made by a professional analyst after verifying original evidence.

Q: Can I review previous analysis history?#

Yes, all analysis conversations are automatically saved per case. You can revisit questions and results from previous sessions at any time.

Q: Can I share or export analysis results?#

You can export analysis results as PDF or share them with team members. Exported reports include AI analysis results, evidence citations, and timelines.

Security & Privacy#

Q: How is my uploaded data protected?#

  • In transit: All data is encrypted using TLS 1.3.
  • At rest: Data is stored with AES-256-GCM encryption.
  • Access control: Case data is fully isolated per user. You cannot access other users' data.

Q: How long is data retained?#

  • Case data is retained for 30 days by default.
  • You can extend the retention period using credits.
  • Data is automatically and permanently deleted when the retention period expires.
  • Deleted data cannot be recovered.

Q: Can I delete my data manually?#

You can archive individual cases at any time, which removes them from your active case list. For permanent data deletion, please contact support at support@unjaena.com. Data is also automatically deleted when your configured retention period expires.

Q: Is my data used to train AI models?#

No, user data is never used for AI model training. Uploaded data is processed solely for the purpose of analyzing that specific case and does not persist in AI memory after analysis.

Q: Where are the data centers located?#

Data is processed and stored in secure cloud data centers with enterprise-grade infrastructure. Enterprise plans allow you to specify the data center location.

Q: Do you comply with GDPR and other privacy regulations?#

Yes, unJaena AI complies with GDPR, Korea's Personal Information Protection Act (PIPA), and other major privacy regulations. For details on data handling, see our Privacy Policy.

Additional Support#

If you didn't find your answer above, you can reach us through:

Next Steps#