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Before you start
- The result of a completed, canceled or interrupted Clean Metadata operation.
- Access to the original location and any recovery path shown by the app.
Using the free trial? Copy and replacement share five uses. Only verified personal-metadata cleanup kept after the batch finishes counts. How the free trial works.
Follow these steps
Read the per-file result
Find the filename in the result list. Read its status, Removed metadata fields count, output path if present, notes and any Support code. The count says how many fields were removed, not which ones.
No removable metadata means there is no new copy to open. Enlarge image. - Read why the file was skipped.
Check whether cleaning was needed
No removable metadata found means the app found nothing to remove under its supported rules, so there may be no new copy. Unsupported or failed verification is different: that file has not been successfully cleaned.
Read the retained-field notes
Read any Retained or Preserved for file compatibility notes shown with the result. A document field or audio timing information may need to stay. Decide whether that information is suitable for what you plan to share.
Read the notes about information kept for compatibility. Enlarge image. - Read the information kept for compatibility.
Fix only the stated cause
For a file in use, close the other application. For a changed source, finish editing and select it again. For unsupported storage, use an ordinary local NTFS location. For a damaged or unsupported structure, back up the original before trying a separate export from its original app.
Preserve recovery data
Choose Review recovery and keep the shown location intact. Use Recover files when offered; a conflicting original name can produce a separate recovered copy. Use Open recovery folder if automatic recovery cannot be verified, and contact support if the outcome is unclear.
Check your result
- Each file you plan to share has a result you understand.
- Any retained personal information is suitable for that use.
- Recovery files remain available until the issue is resolved.
If you need more help
Why a cleaned file may not use a trial allowance
The removed-field count and the trial count measure different things. Only verified personal-metadata cleanup kept after the batch finishes counts toward the five shared uses. A technical-only cleanup or PDF structural normalization does not count, even if a new output was created.
Reserved uses are still tied to unfinished work. Wait for the final result. If the allowance runs out, files marked Not started were not cleaned; buying full access does not mean those files have already been processed.
What Ignore does
Ignore dismisses the recovery item; it does not delete recovery files, undo a completed cleanup or refund a trial use. Reviewing or dismissing unchanged evidence can stop its notice appearing again. Changed evidence can still need attention.
If a recovered original was saved separately, read the reported location and open that file. Do not treat a dismissed notice as proof that every recovery problem was repaired.
An extension is only the first check
The app checks both the extension and what is inside the file. A JPG, DOCX or MP3 can still contain a feature that cannot be processed.
Changing the extension does not fix that feature. If you export a new copy, check its content and quality before trying again.
A successful result still needs a privacy review
Check the content you plan to share. Metadata cleaning can leave names on pages, faces in photos, speech and information needed for the file to work. Read any separate notes about embedded material that could not be checked.
Review a recent operation in History
Open History to revisit recent operations. Select a batch to see its file results. Up to five operations are kept for up to seven days. History is a record of outcomes, not a document backup.
Clear history removes those entries, not outputs or protected recovery data. Older entries keep the explanation recorded at the time. Save any details needed for support before clearing.
What to send to support
Select and copy the Support code from the file’s result or from History. Send it with the app version, file type, exact message, and whether you chose Create clean copy or Replace original. The code helps identify the file type, the processing stage and the cause.
Say whether the original is still present and whether the app shows a recovery path. Keep recovery files until the issue is resolved.
Use a synthetic or non-sensitive sample if one reproduces the issue. Hide personal paths in screenshots and keep recovery files locally until support explains a safe next step.
Need the app?
Clean Metadata. Check requirements and download options.