Troubleshooting

Click "More info" (blue link below the message), then the "Run anyway" button that appears. JOWD is digitally signed by FEYNX SRL; the warning is due to the software's still-recent reputation and does not mean it is dangerous.

Open Windows Defender → Virus & threat protection → Protection history → find the entry → "Restore". Then add the installation folder to Defender exceptions to avoid future blocks.

The application bundles everything it needs: no component has to be installed separately. Check the logs in %LOCALAPPDATA%\JOWD\logs\app.log and contact support with that file.

On Windows, a destination path that is too long would prevent the deepest documents in the case from being reachable. JOWD then refuses the destination, explains why and reopens the picker. Choose a folder with a shorter path, for example C:\JOWD. The problem is the total path length, not the type of location.

Go to System Settings (⚙️) → Privacy & Security. Scroll to the "Security" section. You will see the app name with an "Open Anyway" button — click it and confirm.

Try via Terminal: right-click on the app → Open → Open (confirm). Or via Terminal: xattr -cr "/Applications/JOWD.app"

Check logs at ~/Library/Logs/JOWD/app.log. Ensure macOS 12 Monterey or later is installed.

Check that the app has write access in ~/Library/Application Support/JOWD/ (macOS) or %LOCALAPPDATA%\JOWD\ (Windows).

Check that you are copying the key exactly as it appears in the email (format JOWD-XXXXXXXXXX). If the problem persists, contact support with your purchase email.

Your licence has reached the number of computers allowed by your subscription. Support does not release a slot on simple request: to use JOWD on another machine, you must as a rule cancel the current subscription and take out a new one. In a duly justified exceptional circumstance, you may nevertheless contact support, who will review your request.

The application could not verify the licence online. Connect the computer to the internet, then restart the application.

How long the analysis takes depends on the size of the case file. If it seems stuck, check your connection and do not close the browser.

Restart the application to the same destination folder: documents already saved are recognised and not downloaded again.

Check that you have access to these documents on JustOnWeb (some may be protected or require specific access). Check the logs for more details.

After the analysis, choose “Selective export”: only the ticked folders and documents are downloaded. The analysis itself always covers the whole case file.

It means the export ran to the end, but the final check found a discrepancy between the saved files and the case file index: a missing document, a duplicate, or a file that is not in the expected folder. The summary and the index placed at the root of the folder name the discrepancy. You can first re-run the export to the same destination folder: documents already saved are recognised and JOWD tries to retrieve those still missing. A destination folder already used by an older version of JOWD can also produce this warning without a document necessarily being missing.

If the Chrome window is still open, sign in again inside it (sign out, then sign back in with itsme or eID) and return to your case file, without clicking in the tree: JOWD will reposition itself. Then resume the export from the button displayed. If the window has been closed, restart the application: documents already exported are kept and will not be downloaded again.

Check that the folder was moved in its entirety. The links are relative: they stop working if documents have been taken out of their folder. If your browser opens PDFs in an external reader rather than in a tab, that behaviour depends on its settings, not on JOWD.

If the list of documents in the case file could not be read in full, JOWD offers no selection, because it would not be reliable. Go back to the choice to run the full export, or run the analysis again later.

These documents were not chosen during a selective export. This is not an error: if you need them, run an export again to the same destination folder.