Frequently Asked Questions

Chances are, others have the same questions that you do. Therefore, we have taken the common questions for Diskeeper, Sitekeeper and Undelete and provided the answers (and the questions) below in our Frequently Asked Questions section. Simply select the product below that you have questions about. If you can’t find the answer you’re looking for, you can submit a tech support question here.

Diskeeper | Sitekeeper | Undelete

Question
On Windows NT 4.0 "Unable to launch or to connect to the Diskeeper service. Possible causes are that another Diskeeper process is currently connected to this computer or Diskeeper is not installed correctly".
Answer
NOTE: The fix listed below is designed for Windows NT 4.0 only. If you are running Windows 2000, please back out and click the appropriate entry. We have found the following registry key missing or altered on systems experiencing this error: Before you begin any editing of the registry, always update your emergency repair disk (ERD). 1. Run Regedit.exe 2. Locate HKEY_LOCAL_MACHINE\Software\Microsoft \Windows NT\CurrentVersion\Winlogon 3. Search the right hand pane for a key called "S" If the Shell value is not listed, perform the following steps to enter it. 1. Highlight the Winlogin entry. 2. Select Add Value from the Edit menu (choose Edit, New, String Value) 3. Type in the Value Name: Shell (the data type is REG_SZ) - press Enter 4. Select Modify from the Edit menu 5. In the String Editor window, type in: explorer.exe 6. Select the Ok button. 7. Reboot If the entry is there and contains data other than explorer.exe, you should remove that other data or DCOM will likely not function properly. This should allow DCOM to start properly and DISKEEPER to startup right away. If the entry is there and contains no other data you likely have a problem with the Workstation service on the system and need to reinstall it. To do so; perform the following steps: 1. On your desktop, right click on Network Neighborhood and select Properties. 2. Select the Services tab. 3. Highlight the Workstation Service and select the Remove button. 4. Once completed, return to the same location and select the Add button, reinstalling the Workstation service. If this does not handle the situation, please send a screen capture (to Tech_Support@executive.com) of the contents of the following registry key on the Windows NT 4.0 that Diskeeper is failing on: HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Rpc\SecurityService You can do that by: 1. Causing the window to come up 2. Select the PrntScrn button while holding down the Alt button 3. Open either Paint or Word for Windows and from the Edit menu, select Paste 4. Please e-mail me the resulting image as an attachment.

Question

On Windows NT 4.0 "Unable to launch or to connect to the Diskeeper service. Possible causes are that another Diskeeper process is currently connected to this computer or Diskeeper is not installed correctly".

Answer

NOTE: The fix listed below is designed for Windows NT 4.0 only. If you are running Windows 2000, please back out and click the appropriate entry.

We have found the following registry key missing or altered on systems experiencing this error:

Before you begin any editing of the registry, always update your emergency repair disk (ERD).

1. Run Regedit.exe

2. Locate HKEY_LOCAL_MACHINE\Software\Microsoft \Windows NT\CurrentVersion\Winlogon

3. Search the right hand pane for a key called "S"

If the Shell value is not listed, perform the following steps to enter it.

1. Highlight the Winlogin entry.
2. Select Add Value from the Edit menu (choose Edit, New, String Value)
3. Type in the Value Name: Shell (the data type is REG_SZ) - press Enter
4. Select Modify from the Edit menu
5. In the String Editor window, type in: explorer.exe
6. Select the Ok button.
7. Reboot

If the entry is there and contains data other than explorer.exe, you should remove that other data or DCOM will likely not function properly.

This should allow DCOM to start properly and DISKEEPER to startup right away.

If the entry is there and contains no other data you likely have a problem with the Workstation service on the system and need to reinstall it. To do so; perform the following steps:

1. On your desktop, right click on Network Neighborhood and select Properties.
2. Select the Services tab.
3. Highlight the Workstation Service and select the Remove button.
4. Once completed, return to the same location and select the Add button, reinstalling the Workstation service.

If this does not handle the situation, please send a screen capture (to Tech_Support@executive.com) of the contents of the following registry key on the Windows NT 4.0 that Diskeeper is failing on:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Rpc\SecurityService

You can do that by:

1. Causing the window to come up
2. Select the PrntScrn button while holding down the Alt button
3. Open either Paint or Word for Windows and from the Edit menu, select Paste
4. Please e-mail me the resulting image as an attachment.

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