Frequently Asked Questions

Important Changes at Reimage

Read our Frequently Asked Questions about important changes at Reimage

Technical support

  • OpenCommon Issues and Resolutions

    Missing / Invalid License Key

    Reimage Activation

    • After initial scan completed, advice customer not to click on the Start Repair button. Scroll down the page all the way down and look for "I have a license key".

    Slow Computer/Start up issues

    • Clean Boot.
      1. Click Start > Run (Alternatively, press WinOS key + R at same time)
      2. Type MSCONFIG
      3. Select Services Tab, check the box that says "Hide all MS services".
      4. Click on Disable all
      5. Select Start up Tab, and disable all as well
      6. Click Apply and Ok
      7. Restart computer

    Reset IE / Optimize browser

    1. Click Control Panel
    2. Select Internet Options
    3. Select Programs Tab
    4. Click on Manage Add-ons
    5. Remove and Disable all Non MS add-ons and extensions
    6. Click on Advanced tab
    7. Click on Reset button

    Cannot Run Reimage

    • Clear Temp files.
      1. Click on the Start button.
      2. Click Run.
      3. Type temp into the available text field and click OK.
      4. Click on one of the files in the folder which opened, and press Ctrl and A to select all of the files in this folder.
      5. Press the Delete key on your keyboard.
    • Temporary Disable Firewall and Anti-Virus.
      1. Open WinOS Firewall by clicking the Start button, and then clicking Control Panel.
      2. In the left pane, click Turn WinOS Firewall on or off.
      3. Click Turn on WinOS Firewall under each network location that you want to help protect, and then click OK.
    • Run in Safe Mode w/ Networking.
      1. Immediately after the computer is powered on or restarted (usually after you hear your computer beep), tap the F8 key in 1 second intervals.
      2. After your computer displays hardware information and runs a memory test, the Advanced Boot Options menu will appear.
      3. Use the arrow keys to select Safe Mode or Safe Mode with Networking and press ENTER.

    Reimage Errors

    "No Internet connection, check Firewall or AV and rerun Reimage"
    • Open CMD w/ Admin mode. Reset Winsock
      1. Click the Start button in the bottom left-hand corner of the screen.
      2. Click the Search option in the right-hand column.
      3. Type "cmd" in the search box and then hit the Enter key on your keyboard.
      4. Right-click on cmd in the search results for Programs, and select Run as administrator.
    • Remove proxy server.
      1. Open Internet Explorer by clicking the Start button, and then clicking Internet Explorer.
      2. Click the Tools button, and then click Internet Options.
      3. Click the Connections tab, and then click LAN settings.
      4. Uncheck Use a proxy server for your LAN check box.
    • Re-run Reimage.
    "Cannot run Reimage, pending changes, restart system"
    • Rerun the older Reimage version for the installation purpose only.
    • Rerun Reimage latest version after.

    WinOS Update failing 80070005

    • Not enough permission
    • Run SubInACL (SubInACL.exe) with Batch file to reset registry permission
      1. Download the SubInACL tool and install it. By default it will install to c:\Program Files\WinOS Resource Kits\Tools.
      2. Download Link:

      3. If you are running WinOS Vista, click on the Start menu, choose All Programs, then Accessories, then right-click on the item named Command Prompt and choose Run as administrator
      4. If you are running an OS other than WinOS Vista, go to the Start menu, choose Run, type cmd and click OK.
      5. In the cmd prompt, type notepad reset.cmd and click yes to open Notepad.exe and create a new text file named reset.cmd.
      6. Copy and paste the following contents into reset.cmd (or download it from this location on my file server and rename it from reset.cmd.txt to reset.cmd).
      7. Change the values named YOURUSERNAME to be the WinOS user account that you are logged in with.
      8. Note:  The YOURUSERNAME value should match the name of your user folder at c:\Documents and Settings (or c:\users on WinOS Vista and higher). You can also find the value to use for YOURUSERNAME by launching Task Manager and looking at the user name listed in the User Name column of the Processes tab.

      9. Save and close reset.cmd.
      10. In the cmd prompt, type reset.cmd and press enter to run the SubInACL tool. This tool will take several minutes to run, and it requires that the user account you are using has administrator privileges on the system. This is why it is necessary to run it from an elevated cmd prompt on WinOS Vista. Step 2 above can be used to start an elevated cmd prompt on WinOS Vista.
      11. After reset.cmd completes, try to install the product that previously failed to install correctly on your system.
    • OR simply use Tweaking registry Reset

    Reimage stop at 12% during scan

    1. Take note of the path that Reimage is scanning.
    2. Open Regedit and go to that path.
    3. Delete the said key on that path.
    4. Rerun Reimage.

    WinOS Update

    WinOS PowerShell 2.0 failing to install 80070020
    1. Open Installed Updates.
    2. Look for WinOS Management Core and Uninstall it.
    3. Uninstall any instances of WinOS PowerShell 1.0.
    4. Install WinOS PowerShell 2.0.

  • OpenProduct questions

    How does Reimage actually work?

    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 WinOS 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

    How long will my PC Repair last?

    Here is a detailed list of the WinOS 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.

    How does Reimage differ from other PC repair/registry repair software?

    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.

    How often should I use the Reimage repair?

    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 issues 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.

    What do I need in order to launch Reimage?

    To avoid a frustratingly slow repair process, we suggest 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 suggested running Reimage in safe mode with networking. It will run faster and improve repair quality.

    How do I run Reimage in Safe Mode with Networking?

    Safe Mode is a special diagnostic mode of WinOS which requires a PC reboot.
    Booting in WinOS Safe Mode bypasses normal WinOS 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

    Which operating systems does Reimage support?

    Here is a detailed list of the WinOS 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.

    Can I use Reimage for Linux/Mac?

    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.

    Reimage has fixed my cryptographic service! What are cryptographic services?

    Provides three management services: Catalog Database Service, which confirms the signatures of WinOS 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.

    The free scan detected a virus on my PC where my anti-virus software didn't. Why is that?

    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.

  • OpenLicense Key

    Does the license key ever expire?

    Yes, license keys expire one year from date of purchase.

    I've completed the scan, entered my license key, now what?

    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.

    My license key doesn't work. Reimage will not accept the license key or gives me a "key invalid" or "License key already in use" error message.

    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"

    Three license keys were sent to me via e-mail. I only used one so what are the other two for?

    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 computer.

    How long does it take to receive the license key?

    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.

    I have used my license key but did not complete a full repair because my computer shut down. What should I do?

    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.

    I bought a subscription and I am still prompted to renew OR My Reimage product shows an incorrect subscription date.

    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.

    I want to install Reimage on additional computers.

    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.

    How much time do I have left before my license key expires?

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

    What happens when my license key expires?

    After one year, your license key will expire.

  • OpenDuring repair...

    What to do if I cannot run Reimage due to numerous pop ups, viruses and home page hijackers?

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

    How fast is the Reimage repair?

    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.

    Does the repair process harm the applications already installed?

    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 WinOS applications.

    Seamless Switch to Safe-Mode when Repair Errors Occur

    In some instances where a certain error prevents Reimage from continuing repairs under normal WinOS 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.

    How can I undo a repair already completed by Reimage?

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

    Why do I sometimes get pop-up warnings from my antivirus software during and after the repair?

    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.

    Why I am asked to download MS WinOS update after a 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 suggestations. It is OK to reject these updates, but it is always suggested install them.

    My anti-virus scanner found viruses in reimage quarantine folder. Why is that?

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

    My registry cleaner/optimizer found errors on my PC after the repair. Why is that?

    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 an issue. When files are replaced with a fresh, clean copy in our repository, the date attached to the file is different.

    I get a blank page when I click the "see report" button.

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

    How do I find my latest repair report after I've closed it?

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

    I had a successful repair. But now, weeks after, my PC is unstable again. How come?

    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 issues 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.

    Does the repair process disable viruses?

    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 suggested to run good antivirus application after the repair in order to clean the hard disk.

    Do I need to scan the PC with an antivirus after completing the repair?

    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 suggest that you scan the entire PC for viruses immediately after completing the repair and rebooting your PC.

    Can Reimage repair my computer without taking my MS updates off?

    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, WinOS 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.

    Is it necessary to reboot my computer after the repair has finished?

    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.

    How do I save my repair results page?

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

    Why I am asked to download Microsoft WinOS Updates after a repair?

    This question is most frequently asked by customers with WinOS 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 suggested to install them.

    Can Reimage repair my computer without taking some Microsoft WinOS Updates off?

    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, WinOS update will automatically update your operating system with the most recent updates.

    I'm 100% certain that I have a Trojan horse virus on my computer. Reimage did not detect nor remove it, why?

    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 issue persist.

  • OpenHiccups on the way?

    My computer hasn't shown an improvement, what now?

    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.

    Reimage seems frozen while it was operating on my machine - what now?

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

    I'm still receiving error messages on startup that were not resolved - what now?

    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.

    How do I unsubscribe from the "special offers and discounts" emails?

    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.

    Can you stop sending me special offers and discounts?

    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.

    What is a Support Ticket and/or how do I open one?

    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 suggest 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.

    What if I don't like the repair made?

    If for any reason you are not satisfied with the repairs made - contact support and they will help you with any residual issue. 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!

    What is a Technical Case?

    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 WinOS Operating System only, and does not include third party software. Please read the list of what we don't fix here.

    WinOS Live Essentials has stopped responding. Why?

    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.

    WinOS system restore has been turned off or deleted. What can I do about this?

    Please contact Reimage customer support about this issue. We will fix it for you by remote session.

  • OpenHardware Issues

    Can Reimage help me diagnose hardware issues?

    Reimage Is a WinOS Repair software and so the focus on detection of hardware issues is limited. Based on our vast experience in PC repair - we've realized that most PC issues are related to software. The elimination of so many software issues 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 issues - you probably have some kind of a hardware problem and we suggest that you go to a PC repair technician.

    My hard drive has exhibited extremely low speed, what can I do about it?

    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 item('osInContext'); ?> 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:

    Reimage has detected my hard drive is compressed, what can I do about it?

    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 an issue, but if you want to maximize your PC performance you should not use disk compression. To turn off WinOS 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.

    Reimage has detected that my system has a low amount of system memory (RAM), what can be done?

    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 WinOS home users, although 2GB is suggested.

    There seems to be an indication of prior damage to my hard drive, what can I do?

    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 WinOS 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.

    My scan shows only 12% of free memory. How can I increase this?

    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.

  • OpenWill My Personal Info And Files Be Safe?

    Can Reimage collect information about me or my PC?

    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.

Our PC Tips

Read PC maintenance tips on how to keep your computer stable, secure & your PC's hardware up to date.

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