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Troubleshooting

Each section names a symptom, its usual cause and the steps that resolve it. For the meaning of the status marks, see Results and logs.

The repair does not fix all reported problems​

Cause: The Windows maintenance functions need source data, network access or a working recovery configuration. If the source is missing, a required service is unavailable or a restart is pending, the repair fails although the problem was detected correctly.

Solution:

  1. Select Show log file when it is offered and note the failing step, the message and any error code.
  2. Follow any restart instructions from Windows and restart the computer.
  3. Connect the computer to the network and run the check for the affected area again.
  4. If the error remains, send the log excerpt to support.

The progress seems to stop​

Cause: Servicing and file-system checks can take several minutes depending on the speed of the drive and the amount of data. A percentage that stays unchanged for a while does not by itself mean that the program has stopped.

Solution:

  1. Keep the computer powered and watch the current topic and status in the window.
  2. Do not start another Windows repair or servicing operation at the same time.
  3. Cancel only if the window does not react at all; a cancelled repair does not roll back changes already made.

The application does not start​

Cause: The application needs administrator rights, and it needs all files of the package supplied by O&O.

Solution:

  1. Approve the UAC prompt with an administrator account.
  2. Use the complete executable supplied by O&O or by the product that includes the tool; a copy of the executable alone can lack required runtime files.
  3. If a required file is reported as missing, repair the application or obtain it again from its original source.

The recovery environment check fails​

Cause: The recovery image is missing or does not match the installed Windows version.

Solution:

  1. Read the reported message, then select Repair.
  2. Answer the additional prompts: set up a recovery partition, download a recovery image or select a Windows ISO file. Declining or cancelling a prompt leaves the check unresolved.
  3. Keep a working network connection and enough free space for temporary data, and let the process finish.
  4. Do not delete or resize recovery partitions merely because the check failed. If the repair still fails, note the exact error and contact support with the Windows version and the Check&Repair version. See Windows recovery environment.

A green result, but Windows still misbehaves​

Cause: A passed result only means that the selected checks found no inconsistency in that run. Hardware faults, malware and problems outside the selected areas are not covered.

Solution:

  1. Run the check again with all four options selected.
  2. If the problem concerns a drive other than the system drive, use a dedicated hardware test; Check&Repair checks only the system drive.
  3. Investigate other causes with the appropriate Windows tools or with a security product.

The update cannot be applied​

Cause: The package cannot replace itself, or the application runs in a Windows recovery environment, where update checks are suppressed.

Solution:

  1. Finish active work and start the update again from the Updates page.
  2. If the update action opens the download page instead, download the current package there and replace the application manually.