Frequently Asked Questions

Reimage works by comparing your operating system (including all of your custom configurations) to a brand new and functioning operating system. Your own system is mirrored against our vast repository of system services, files, registry values, dynamic link libraries and other components of a fresh Windows installation. Everything is checked and cross checked. During the scan, malicious files are tagged for termination and your own data is flagged for protection. More about how Reimage works

Here is a detailed list of the Windows Operating Systems that are supported by Reimage. If you have a version which is supported by Reimage and still aren't able to repair, please submit a ticket.

Reimage has exclusive access to a dynamically updated web repository of fresh system components - used as "spare" parts for the repair. Reimage is also able to repair virus damage on your PC.
No other PC repair/registry repair software on the market offers this.

It is important to remember that the Reimage repair is an extensive repair of your operating system. Once used, your operating system is returned to a working state. Over time and with ordinary PC use, you may need to use the repair again, and if used too frequently the effects may be lessened.

However, if you are experiencing any one of the problems that brought you to use Reimage in the first place, i.e. crashing, freezing, blue screens of death, etc., then feel free to run the Reimage repair again.

To avoid a frustratingly slow repair process, we recommend a minimum of 512MB of RAM on the PC under repair and a high speed internet access. In case your PC has numerous pop ups, viruses or home page hijackers, it is highly recommended running Reimage in safe mode with networking. It will run faster and improve repair quality.

Safe Mode is a special diagnostic mode of Windows which requires a PC reboot.
Booting in Windows Safe Mode bypasses normal windows settings and startup programs, allowing a faster and smoother Reimage repair.
In order to run Reimage in safe mode go to Start menu->Reimage repair->Run in safe mode

Here is a detailed list of the Windows Operating Systems that are supported by Reimage. If you have a version which is supported by Reimage and still aren't able to repair, please submit a ticket.

We don't currently provide support for operating systems outside of the Microsoft product range, which includes Apple based Operating systems or any Linux Distributions.

Provides three management services: Catalog Database Service, which confirms the signatures of Windows files; Protected Root Service, which adds and removes Trusted Root Certification Authority certificates from this computer; and Key Service, which helps enroll this computer for certificates. If this service is stopped, these management services will not function properly. If this service is disabled, any services that explicitly depend on it will fail to start.

By using a combination of different detection methods, Reimage is able to pinpoint and exterminate harmful components not necessarily detected by your specific antivirus software. Don't forget, Reimage is a complementary solution to your anti-virus software. Your anti-virus software is there to detect new threats, terminate them and constantly protect your PC while Reimage is there to heal the damage these viruses have already caused.

Yes, license keys expire one year from date of purchase. You will receive an email when it is time to renew your license.

Add note about how to extend your license, we should have a feature for this also.

There is a one-time charge for the total amount that you will see on your credit card. Once you pay, you will receive your license key that you can use for one year. There is no recurring charge or automatic renewal of the license key. If you would like to renew the license key after one year, you may do so by clicking on the Renew Now button in the bottom left side of the program screen. This link will be available starting from 30 days before the key expires.

You can renew your license key when prompted to do so by clicking on the link in the Status box at the bottom left side of the program. A renew notice will start 30 days before expiration with a Renew Now button. Click on the button to purchase and renew your license key for another year. You will also receive an email reminder 30 days and 15 days before the license expires with a link to renew the license key.

No, a license key is only needed when you wish to follow through with the repair scope offered.

Yes, you can upgrade your package by following this link.

Your repair has begun! Along the way you will receive updates on what's going on - if you missed any details you can go back by using the scroll bar on the right.

A. Have you used the key before?
B. Have you formatted your computer?
C. Have you used system restore?
Please contact support if the answer to any of the above is "Yes"

You may use them on any other 2 computers you have around the house - maybe a laptop you've given up hope on - or maybe one of your family members could use a key for their problem computer.

You should receive an email with the license keys a couple of minutes after you've completed the transaction. If this doesn't happen, you can request your keys or contact support.

Your Reimage installation should be unlocked for repairs either way, just go over the free scan phase once more and upon reaching the repair phase you shouldn't be asked for the key - if you are, contact support.

You've most likely received an email prompting you to renew your license by mistake. Please notify us so we can rectify the issue - contact support.

Each license is for one computer at a time, if you've purchased the 3 repair package - you have 2 more keys to install on any 2 additional computers.

Click here to download Reimage.

You may check this by requesting a list of your repair keys.

Watch a video explaining how to activate you Reimage license.

After one year, your license key will expire. A discount renewal price will be offered to you 30 days and 15 days before your license key expires. We urge you to take advantage of the renewal offer. Once your key expires, only a full price key will be available to you.

Try running Reimage in safe mode with networking By going to start menu->Reimage repair->run in safe mode). This should solve your problem, if you are still facing difficulties, contact support.

Based on our own tests, a repair takes 60 minutes and is individual to each computer.

The length of the repair is dependent upon the repair scope, hardware and your Internet connection. Some computers will take longer than others if they are more damaged or have a greater amount of viruses.

To make the repair as fast as possible, you should run it under Safe-mode with networking - In order to run Reimage in safe mode go to Start menu->Reimage repair->Run in safe mode.

No. In very rare cases where an installed application has already been harmed by malicious software, you might need to reinstall that specific application.
And more than that - Reimage has a spare parts repository with fresh system files to replace damaged Windows applications.

In some instances where a certain error prevents Reimage from continuing repairs under normal Windows operation, you will be presented with an option to restart repairs under safe-mode with networking. By using safe-mode with networking, your computer will reboot and repairs will restart automatically from the beginning as there will be a need to re-analyze your machine, under safe-mode environment.

Go to Start -> Reimage Repair and then click on Uninstall.
Select 'Revert Repairs' and go through the process. Restart your PC when prompted.

During the repair process, Reimage changes a lot of your PC's files. It may also quarantine malicious applications into a virus vault. That's simply part of the repair. Norton Security and other antivirus applications may detect these changes and since they are not aware of the repair your PC has gone through - they generate these warnings.
You must accept all these antivirus notifications and proceed. This will only occur during the repair.

Reimage finalizes a repair by building a fresh operating system in good physical shape. This repaired OS may not necessarily be up to date with MS latest updates. That's why after reboot you will frequently be asked to download some updates to bring you up to date with the latest MS recommendations. It is OK to reject these updates, but it is always recommended install them.

Upon virus detection, Reimage disables the viruses found and quarantines them in a specific quarantine folder. The viruses are deactivated.

Assuming your registry cleaner is legitimate and does not overinflate the number of errors on your system (a common "scare tactic"), this may be happening because your cleaner/optimizer program is associating a date change of your files as a problem. When files are replaced with a fresh, clean copy in our repository, the date attached to the file is different.

We're aware of this issue. You need to have internet access in order to view your repair report.

Go to Start -> Programs -> Reimage repair -> "Latest report"

Your computer changes every time you use it. Depending on your activities, this could be due to any number of things: unfinished updates and installations, accidentally deleting necessary files, a new program that you downloaded, an email attachment you opened, a new game you tried to play. The best way to avoid many problems is to do periodic but consistent maintenance on your computer. Click here to see the list of maintenance tips for after a Reimage repair. If you are experiencing a major computer problem such as a blue screen, frequent crashes and freezing, then you may have to run the repair again. See FAQ question "How often should I use the Reimage repair" for more information.

Reimage deactivates viruses and makes sure they will not be executed again after reboot. Reimage also repairs the damage they may cause. However, viruses may remain in non-system areas on the PC, so it is highly recommended to run good antivirus application after the repair in order to clean the hard disk.

Yes. Reimage is not an antivirus application. It will fix the operating system and terminate the startup of harmful objects, but hidden malicious files may still reside in other parts of the PC hard disk. That's why we recommend that you scan the entire PC for viruses immediately after completing the repair and rebooting your PC.

The Reimage repair process compares your damaged operating system to a healthy working sample we have in our repository. All the spare parts to fix the damaged system are taken from that healthy sample. If the damaged system has some more updates than our reference healthy system, then it's not possible to do the repair without removing those extra updates. Just after the repair process is finished, Windows update will automatically update your operating system with the most recent updates, without any hassle.

Gradually, updates are being removed less and less as we improve our repository.

Yes. The Reimage repair will be incomplete if you don't reboot your PC. Infected files locked by viruses or by your operating system will be replaced only when you reboot.

You don't, it is saved for you - you can find it by clicking on last report or from the Reimage start menu.

This question is most frequently asked by customers with Windows Vista. Reimage finalizes your repair by building a fresh operating system in good physical shape. However, this repaired OS may not necessarily be up to date with Microsoft's latest updates. That's why after reboot you will frequently be asked to download updates. It is OK to reject these updates, but it is always recommended to install them.

Some Trojans, particularly those that pose as antivirus software aren't removed by Reimage because some are too new to be detected by our virus engine(s). As certain virus developers find loopholes in system security and use them to their advantage, the AV software or repair software like Reimage, needs to know the patterns before it can find them.

But you shouldn't worry, as one of our technicians will have a solution ready for you - should the problem persist.

Sometimes there is a need to execute reimage again while your machine is under Safe-mode with networking - you will need to undo repairs by clicking on the desktop link created in order to undo the last repair and re-enable your license key, otherwise you will receive a message "license key invalid" while repairing. Most importantly, you should remember that while running Reimage, the safest bet for best results would be to disable any other program running and scanning files in the background for Reimage to have access to certain areas of your operating system that need inspection.

Remember to disable any Antivirus software or proactive defense mechanism to ensure optimal results in this case.

Also, attempt to reinstall Reimage by uninstalling from the Reimage start menu and reinstalling Reimage from this link.

Sometimes viruses and worms place themselves on your startup execution list and automatic process fails to detect the now broken links, these links remain intact and are looked upon for execution - considering the files they link to no longer exist on your machine (and are broken). As Reimage took care of these malicious programs, you get an error saying they can't be found. In these rare cases, please contact support and they will assist you utilizing a remote session to solve this issue permanently.

It's quite simple - scroll down to the bottom of the last newsletter email you've received from us and click on "Remove from Newsletter", OR send a quick email to our support department and they will make sure you're removed from future savings.

Sure, it's quite simple - scroll down to the bottom of the last newsletter email you've received from us and click on "Remove from Newsletter", alternatively Send a quick email to our Customer Care department, and they will make sure you're removed from future savings. CustomerCare@reimage.com.

A support ticket is opened each time you contact the support department. You can contact our Support Department as many times as needed, with as many questions as you have, 24/7.
You may find it convenient to use our simple wizard that will help you answer questions automatically, and give you an immediate answer to your questions. We recommend customers use the wizard first in order to get more immediate answers.
To open a support ticket, go to the support page and fill in the form. Our Support Team will be in contact with you to resolve the issue. Most issues can be resolved by email, quickly and easily.

If for any reason you are not satisfied with the repairs made - contact support and they will help you with any residual problem. If your PC was not fixed and your refund request was made within 60 days from date of purchase - you will receive a full refund!

A support ticket that escalates into a technical issue and needs an engineer to resolve is considered a Technical Case. If your support ticket escalates into a technical case, you will be informed, and contacted for the next repair steps. When you purchase the repair license, you receive 2 free technical cases.
Please note that our repair encompasses the Windows Operating System only, and does not include third party software. Please read the list of what we don't fix here.

Reimage will reinstall or try to repair it. If this doesn't work, contact Reimage support and we will perform this task for you by remote session.

Reimage Is a Windows Repair software and so the focus on detection of hardware problems is limited. Based on our vast experience in PC repair - we've realized that most PC problems are related to software. The elimination of so many software problems will allow you to isolate and diagnose many hardware failures.
If your free scan analysis turned out to be 100% all clear and you're still experiencing problems - you probably have some kind of a hardware problem and we recommend that you go to a PC repair technician.

There could be several reasons for this to occur, most of them originate from hardware issues but some can be solved by modifying the motherboard hard drive controller transfer rate. Sometimes it is set to an outdated transfer mode called PIO (Up to 16MB/Sec) which is much slower than UDMA which starts from 16MB/sec and currently surpasses over 100Mb/sec. To re-enable the typical, or faster, transfer mode for an affected device:

1. Double-click Administrative Tools, and then click Computer Management.
2. Click System Tools, and then click Device Manager.
3. Expand the IDE ATA/ATAPI Controllers node.
4. Double-click the controller for which you want to restore the typical DMA transfer mode.
5. Click the Driver tab.
6. Click Uninstall.
7. When the process completes, restart your computer. When Windows restarts, the hard disk controller is re-enumerated and the transfer mode is reset to the default value for each device that is connected to the controller. For a more extensive guide on the matter, please refer to MS KB here: http://support.microsoft.com/?kbid=817472

A compressed hard drive is very nice if you want to maximize the space on your disk, but a drawback is that all disk storage operations take more time. With a very fast CPU, this might not be a problem, but if you want to maximize your PC performance you should not use disk compression. To turn off Windows compression on a disk, right-click the drive and select Properties in the popup menu. In the disk properties dialog, uncheck "compress drive to save space" checkbox and click OK.

Try to keep your startup applications to a minimum as with low amount of RAM every bit of system memory is important and wasting the majority of it on startup applications could and probably would decrease your systems performance. As such, it would be wise to add more memory to your PC. A total amount of 1GB of RAM should be enough for most Windows home users, although 2GB is recommended.

As with every hardware component, always assume physical damage is a possibility. Sometimes there are indications of bad sectors on a hard drive which can be solved by running a sector recovery scan utilizing windows check disk software. This process may take up to several hours depending on the size of the hard drive and the extent of damage on the drive.
To run the check disk utility simply click Start > Run > (type in the following) chkdsk /r > click Yes when prompted to schedule a test next reboot. Remember, this will take a while, so it is preferable to do it at night before going to bed.

A. In Msconfig and start disabling any application you don't use or recognize.
B. From Taskmanager, kill processes that hinder your performance and hog system memory.
C. For more information on how to do just this, please see our PC maintenance tips page.

Reimage collects information which is used in the repair process of your computer. We do not make copies of your programs or data files on your computer to perform the Service, nor do we sell this information to third parties.

The technical information collected from the scan process is used to improve our services and sites. This technical data is not associated with your personal information. Technical data is collected separately and used for improvements of the product and usage statistics that may be published in marketing materials.

Personal information is collected on an opt-in basis only and will only be used in the way described when providing the information. You may provide us your email and name in order to receive your license key, support, or sign up for news. We will only use your personal information in the way that we described at the time of collection, including when you provide your information to download the free scan. We will not subsequently change the way your personal information is used without your consent. Reimage adheres to TRUSTe's strict privacy policy. Please feel free to read our full privacy policy.

Yes, by accessing a special non-branded web page from your customer's computer.

These are nice features and we do plan to implement them at a later stage but right now, unfortunately, we do not support it.

The repair engine is exactly the same quality. There are only two minor differences:

1. Technician's repair requires a user and password for each single repair it makes - so it will never stay behind on your client's PC
2. Consumer's repair license can work on a single PC hardware. Technician's tool can run on any PC and can also run simultaneously in your lab

Are there any long-term contracts or commitment to the technician's plan?
No. you can cancel your subscription at any time by contacting our support team.

We designed each one of our single subscription licenses to accommodate small businesses only. Businesses that reach around 40 Reimage repairs per month.
We try not to strictly enforce this issue- we will not be picky, but if you notice that you're gradually exceeding this average, please email technicians@reimage.com and we will find a better plan to accommodate your demand.

Send an email describing your business and include your web site. We will be happy to send you a single repair license key.

The accurate number of repairs made per account is not something we neither calculate nor enforce. We realize that the average small PC tech business hardly exceeds 35-40 repairs per month and that's the amount of repair we think you will probably need.
In case your business demand is higher than that, please contact us and we will find the best repair plan for your need.

In order to download the PC technician's tool you should first login to your personal account.
You can find the login link in every page of the Reimage web site footer as well as in this non-branded page.
Note that many subscribers find it most useful to download the tool onto a USB memory stick. From there on, they activate the repair from client's computers during on-site visits without the need to access the Reimage web site.

Yes. You can activate as many PCs as you like in parallel with the same login details.
Just try to stay around the 40 repairs range.