| Helpful Links |
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Comparison ChartAt-A-Glance view of features in each Diskeeper Edition. |
Our Support PhilosophyDiskeeper Corporation's philosophy in regards to Customer Service is to service you as near-instantly as possible. We also have one of the best-trained Support staffs in the business. If possible, we like to get your questions answered on the spot. In the event that it is not, we will ensure that you get your answers as quickly as we possible can.
To provide you with more immediate assistance, we have provided commonly asked questions and answers for online help, customer service and tech support.
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| A back up copy of your software is saved for you in your Diskeeper Account. An account was created for you at the time of your purchase using the email address from your purchase. If you do not remember your password, simply enter your email address and click "SUBMIT". If your email address has changed you can also receive a new download link by visiting our link generator. Please note: You are allowed to renew your download link only 2 times. If you have already done so, you will need to request a link by emailing us at customerservice@qcomgroup.com |
| Diskeeper is licensed for use on a single computer. If you would like to use Diskeeper on a second or third computer you can purchase a bundle of licenses from our website under the "Special Bundles" tab. Or just click on one of the links below: Special Bundles for Home / Home Office Users Special Bundles for Small or Medium Businesses |
| Diskeeper Corporation offers an unconditional, 30-Day Money-Back Guarantee of the purchase price paid for your Diskeeper Corporation product(s). For technical support questions, please navigate to the following links below: • Diskeeper: http://www.diskeeper.com/support/technical/diskeeper.aspx • Undelete: http://www.undelete.com/support/technical/undelete.aspx |
| You shouldn’t need to enter an activation key, so if you are asked for one, most likely the software did not download properly. Security software such as Antivirus or Firewalls can block the Diskeeper license file from being found and your purchased software may be replaced with trialware. To resolve this, simply uninstall the trialware and turn off your Anti-virus software or Firewall. Next, go to your Diskeeper Account and re-download your software. This should resolve the issue. Then turn your Antivirus or Firewall back on and install your software. If you are still showing trialware please contact us at service@diskeeper.com and we will be happy to help you further. |
| If you purchased the wrong product edition, you may be able to upgrade to the edition of the product that you do need. Please check the upgrade section of our website and see if there is an option available to upgrade to the edition you wanted. Just click on the link below that best describes you to view our Upgrade options: Home / Home Office Small or Medium Business Academic Enterprise Government If you do not see an upgrade path that will help you to get the product you need, please contact websales@diskeeper.com and include the following information:
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| To update your account information, go to: https://www.diskeeper.com/profile/login.aspx. You will be asked to login to you account. Once you have logged in, you will be able to update or modify the profile for your account. |
| To update your account information, go to: https://www.diskeeper.com/profile/login.aspx. You will be asked to login to you account. Once you have logged in, you will be able to update your email address and password. |
To merge multiple Diskeeper Accounts, please send an email to websales@diskeeper.com with the following information:
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| If you have maintenance or upgrade assurance for your product that is active, you are eligible for a free product upgrade to the latest version of your software. If you are not sure if your maintenance or upgrade assurance is active, please visit your Diskeeper Account to verify your contract expiration date. If your maintenance or upgrade assurance is active and you did not receive your upgrade, please send an email to service@diskeeper.com with the following information: • Name, Email, Phone Number • Order Number If your maintenance or upgrade assurance is active, but you need to renew it please contact websales@diskeeper.com. |
| Security software such as Antivirus or Firewalls can block the Diskeeper license file from being found and your purchased software may be replaced with trialware. To resolve this, simply uninstall the trialware and turn off your Anti-virus software or Firewall. Next, go to your Diskeeper Account and re-download your software. This should resolve the issue. Then turn your Antivirus or Firewall back on. If you are still showing trialware please contact us at service@diskeeper.com and we will be happy to help you further. |
| This occasionally occurs when the Diskeeper Upgrade software installation does not recognize a valid version of previous Diskeeper software installed on your system. In order to upgrade to a newer version of Diskeeper, you need to verify that you have the correct edition and version already installed on your computer. You can download your previously purchased Diskeeper products from your Diskeeper Account. Verify that you are trying to upgrade to the correct version. If you still experience problems please contact service@diskeeper.com. |
| If you purchased an electronic download product directly from Diskeeper Corporation through our online store we have automatically registered your product for you. If you would like to complete the traditional registration process for your product, you may do so by visiting our Product Registration Page. |
| Product manuals can be found in the product documentation section online. All of our software also includes an extensive help section. Simply click on the question mark icon with Diskeeper launched and you can do a search for anything you need help with. |
| If you are not able to find an answer to your question online, our customer service team would be happy to assist you with questions about an existing order, product delivery or any installation assistance needed for your purchased product. To contact us immediately, please send an email to service@diskeeper.com If you need help with ordering online or need trialware assistance, contact websales@diskeeper.com |
| If you are not able to find the answer to your product related questions online, we would be happy to assist you. If you need help with a purchase decision or would like help upgrading your existing product, please contact websales@diskeeper.com. If you have already purchased the product that you have questions about, please submit your questions to our customer service team at service@diskeeper.com. |
| If you have a technical question, there is a good chance others have had the same question as you. To provide you with more immediate assistance we have taken the most common questions and provided answers. Please visit our Tech Support section. If you can’t find the answer you’re looking for, please submit a technical support request. |
| If you have trialware questions our web sales team would be happy to assist you. Please let us know what your question is and we will be happy to help. To submit your question, please send and email to websales@diskeeper.com. |
| If you can’t find the answer you’re looking for in our Tech Support section, please submit a technical support request. |
| If you are not able to find an answer to your question online, you can contact our customer service team at service@diskeeper.com. |
| Diskeeper Corporation stands behind its products 100%. We are so confident that our products will improve computer speed and reliability at your home or business that we fully guarantee your purchase for 30 days. |
| If you are not completely satisfied with your software purchase, simply request a refund within 30 days of your purchase date for a full refund of the software purchase price. Complete the form below to request a refund. If you forgot your order number, you can look it up in your Diskeeper Account. Please fill out the form below to request a refund. Full Name : Email Address : Phone number : Order Number : Reason for return : Comments :
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| If you forgot your password, simply go to the Diskeeper Account login page. Under "Forgot Your Password?" enter your email address and click “Submit”. Your password will be sent to you in an email. |
Software Download and Installation
| The following products can interfere with the download of your purchased product. It may be necessary to disable the following products for the duration of the download: • Firewall products A firewall monitors the data traffic passing through the firewall to protect the network behind it from unauthorized access. This means that a firewall can also prevent downloads from unauthorized Web sites. • Antivirus products This software searches for, blocks, and removes computer viruses, worms and other unknown and possibly malicious programs. An antivirus product can therefore also block a download even if there are not any viruses in it.Occasionally these may also affect your ability to download the software: • Download monitoring products This is special software that will monitor downloads of any kind. These products can also interfere with or stop a download. • Screen savers In some cases, screen savers can interfere with downloads. We recommend that you switch off your screen saver while downloading your product. Once you have downloaded your software, don’t forget to enable your firewall and/or antivirus software. |
| To ensure a successful download, we recommend quitting / disabling any other programs, including virus-protection / firewalls and any third-party download managers. These programs can and may interfere with your download process. Once you have done so, please follow these instructions to download and install Diskeeper: 1. Click the link to start the download. 2. When the File Download dialog box appears click the 'Save' button. 3. Next you will need to set the DESTINATION for the Diskeeper installation files. Default DownloadDestination for Windows XP is C:\My Documents\Diskeeper\ Default DownloadDestination for Windows Vista is C:\Users\Username\Diskeeper\  4. Choose a folder location and save the file to a known location on your computer, or keep the default location. 5. Wait for the file to download and then close all applications including the browser. 6. Double-click on the saved file to start the installation process. The filename should be Diskeeper2010_ProductName.exe 7. Follow the prompts within the installer to complete the installation of Diskeeper. (ProductName = Home, Professional, Pro Premier, Server) |
| When downloading our software, your web browser may ask whether you want to save the file or open it from its current location. It is always recommended that you choose to save the file to a directory on your computer's hard drive. This way you can reinstall the software at a later date without having to download it again. After the download is complete, you can install the software by double-clicking on the file. |
| At the time of purchase, we create a Diskeeper Account for you where we save a back-up copy of your software. Your software is saved for a period of approximately three years. Should you need to re-download your software you can do so by accessing your Diskeeper Account. You may also create your own back-up CD. When you download your software you will be given a choice to either run or save your software. The files that should be saved to a CD are Diskeeper2010_ProductName.exe & ProductName.DAL. These files should have been downloaded and saved to a location that you specified. Use the saved files to burn a CD as a back-up for yourself. (ProductName = Home, Professional, Pro Premier, Server) |
| You shouldn’t need to enter an activation key if you purchased from our online store, so if you are asked for one, most likely the software did not download properly. If you purchased a boxed product, the 29 digit key is located under the UPC label on the back of the package. Peel up the label to reveal the 29 digit key. Security software such as Antivirus or Firewalls can block the Diskeeper license file from downloading properly and your purchased software may be replaced with trialware. To resolve this, simply uninstall the trialware and turn off your Anti-virus software or Firewall. Next, go to your Diskeeper Account and re-download your software. This should resolve the issue. Then turn your Antivirus or Firewall back on and install your software. If you are still showing trialware please contact us at service@diskeeper.com and we will be happy to help you further. |
| When the download starts, a File Download dialog box will open. Click save and then set the path and location where you want to save the file. Select a file location and/or a file name you will be able to remember easily. If you have forgotten the file location, but you remember the file name, you can search for the file on your system. Wait for the file to download and then close all applications including the browser. Then double-click on the saved file icon to start the installation process. Follow the prompts within the installer to complete the installation of Diskeeper. We recommend that you do not change the file names to avoid any problems during installation. |
| If you downloaded Diskeeper but the file has an .efw file extension and won’t install, simply change the file extension from .efw to .exe and double click on the file to run it. This will start the installation of Diskeeper on your computer. Some brands of antivirus and security products change the file extension of an executable file from .exe to .efw when such files are downloaded. |
| No, a download is a transfer of a file from one computer to another. An installation unpacks the downloaded product or the folder that may contain several files and configures the product on the system. When you begin installing your product after it has been downloaded completely, you will typically be guided through the installation step by step. |
| In this case, please check your Diskeeper Account. A back up copy of your software is saved for you in your Diskeeper Account. An account was created for you at the time of your purchase using the email address from your purchase. If you do not remember your password, under "Forgot Password" enter your email address and click "Remind me". Your password will be sent to you in an email. Once you are logged into your account you will be able to download your purchased software. |
| Diskeeper is licensed for use on a single computer. If you would like to use Diskeeper on a second or third computer you can purchase a bundle of licenses from our website under the "Special Bundles" tab. Or just click on one of the links below: Special Bundles for Home / Home Office Users Special Bundles for Small or Medium Businesses |
Helpful Tips for Download and Installation:
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| The Product Activation Code (PAC) is a set of numbers and letters that uniquely identify your Diskeeper Corporation software from any other Diskeeper Corporation software. It is also referred to as a License Key. For retail packaged product (CDs/DVDs) this key is provided for you to manually enter into the software during installation or shortly thereafter. For electronically delivered software (internet download) this key has already been integrated into the software for you, eliminating the need to manually type it in. The software activation process uniquely identifies a given computer via proprietary mechanisms (a computer ID). This computer ID is bound to the product activation code (software ID) provided with your software (i.e. the license key) at a private and secure Diskeeper Corporation server. NOTE: The computer identification process (computer ID) does not ever collect or transmit any data that can be used to identify an individual or company. The software ID (product license key), when delivered embedded within an electronic download also never contains personal or company information. |
| If the software prompts you to activate you must do so within a 30-day grace period. A full 30 days are provided to make this process as unobtrusive as possible. During this time period you will receive occasional notifications reminding you to complete the process. Failure to activate the software within 30 days will cause it to cease to function. If disabled, the software can still be activated at any time afterward. Activation enables all uses currently allowed under the product license agreement pertaining to the product. |
| Not at this time. Also note that activation is only required when prompted. |
| Yes. If prompted to activate, the computer will need to access the internet at some point within the 30 day grace period to complete the process. Please note that phone activation is not available at this time. Other options (please see specific Technical Support question) are available for computers that do not have internet access. See “How does activation affect Diskeeper Corporation volume license customers?” for more information. |
If you have re-installed Diskeeper and you received an activation error stating that:
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| When so prompted, activation will restrict the number of computers you can install the software to. If you have purchased 1 license, you will be able to install the software on to 1 computer. If you have purchase 5 licenses, you will be able to install the software on to 5 computers, etc… Your purchase agreement/receipt and/or Diskeeper Account will describe the number of licenses you are entitled to use. |
| This depends on how many changes are made, and specifically what changes are made. If you are prompted to reactivate, the process will work the same as your initial activation procedure. In many cases the software will recognize only a few/minor changes have occurred and you will need only to follow the same procedures as before. If there are complications you can contact customer support for assistance. |
| If you uninstall and then re-install the software (on the same computer with no changes) you will have to activate again if you were required to activate on your initial install. This process will behave as seamlessly as it did before. Note that days counted towards your 30-day grace period are cumulative and will continue to be deducted. Updating the software (installing an incremental “build” update – e.g. updating v2.0.100 to v2.0.101) will not require re-activation. In some rare cases, upgrading (e.g. v2.0 to v3.0) may require activation. If you upgrade the operating system or restore the operating system using special software you may be required to reactivate. In cases where the operating system is upgraded (e.g. upgrading Windows XP to Windows Vista), we recommend uninstalling the software prior to upgrading, and then a reinstalling the software afterwards. |
| Yes, however this process can be automated. In many cases, you will have an option to receive an electronic download with product activation keys already embedded, mitigating the need to manually type in the key. |
| Volume license customers have to activate every copy of the software. Volume License customers are however provide additional "padding" which allows more product activation allowances than actual purchased licenses to account for system changes, system retirement, and future growth. Volume license customers should contact their Diskeeper Corporation Authorized Reseller or customer service representative if they have questions or additional needs. Diskeeper Corporation products offer automated mechanisms for activation (e.g. via Group Policy, during installation, etc). See product help files for more information on automating activation. |
| Yes. Activation is designed only to guarantee that the software is genuine. It does not ever collect or transmit any personal data. When required, activation is mandatory. Registration is a completely separate and optional process designed exclusively for customers who want to register for product support and to receive information about product updates and other special offers from Diskeeper Corporation. If you purchase from our online store, you product is automatically registered for you. Note: Activation and Registration data are entirely separate. See the Diskeeper Corporation privacy policy for more information. |
| The activation process will allow you to transfer activation from your original computer to another computer. You will need to first uninstall the software from the original computer. After the uninstall is complete you can install the software onto the new computer. You will be required to reactivate the software on the new computer. If you no longer have access to the original computer, you will need to contact customer service to complete the transfer process. |
| Diskeeper Corporation is continuing to expand globally. This expansion is taking Diskeeper Corporation products into new regions where laws regarding intellectual property (IP) are lenient or non-existent. To effectively operate in such new regions, and guarantee the quality and legitimacy of the software, activation technologies are being introduced. The design of the technology will incur little to no effort for most of Diskeeper Corporation’s existing loyal customer base. |
| You may be required to re-activate if you change one or more hardware components that make up your 'Hardware ID'. Diskeeper is typically smart enough to detect slight hardware changes and allow re-activation. Changes to software, such as the operating system, will not cause activation issues. |
| Diskeeper uses dkservice.exe to process the activation request. It will need to communicate to a secure Diskeeper Activation Server located at https://esm.diskeeper.com/product/activation.asmx. The connection uses TCP port 443 (also known as HTTPS - a secure transmission). If you have a firewall that queries or blocks this communication, you will need to adjust the firewall to allow this. It is a one-time action, unless you are required to re-activate due to system hardware changes. |
| To address the situation where Diskeeper is installed as part of a corporate image and later deployed on a system in the field we recommend completing the following procedure. Install Diskeeper as licensed software. NOTE: do not install Diskeeper with the 'SILENTACTIVATE=1' install parameter. The registry value, located at HKEY_LOCAL_MACHINE\SOFTWARE\Diskeeper Corporation\Diskeeper\UserSettings, should be set to the following at this point: ActivateOnFirstStartup = 0. Now set this registry DWORD value to 1 while the Diskeeper service is running: ActivateOnFirstStartup = 1. Next, capture the image of the pre-installed system and software. Then, apply the image to a new system. When the Diskeeper service starts for the first time it will attempt to silently activate. |
| Diskeeper will only automatically (and silently) activate when it is installed with parameters to install without user intervention. If you install in this manner, use the SILENTACTIVATE parameter and disable it by setting the value to 0. Example: Setup.exe /v /s/qn SILENTACTIVATE=0 If you install the software manually (e.g. double click on the installation file), activation will need to be manually completed on first launch of the software. |
Diskeeper offers a very simple offline activation procedure. If the computer being activated is not connected to network, we suggest using a USB thumb drive to copy the data over to a computer with internet access.ACTIVATING DISKEEPER MANUALLYWhen activating Diskeeper automatically is not working you’ll want to choose to activate manually as follows:
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