UltimateDefrag Support...

To Access Your Account And Order Record Online (including download links to latest versions, [Please click here]. IMPORTANT: If you have trouble logging into the system to access your record, you can use the pulldown menu at the login screen and enter your product license ID and password.

If you have support questions not addressed by the FAQ or for general customer service, [please use this form].

About E-Mail Support: Every e-mail sent to us is acknowledged within 30 minutes and a response is given within 48 hours. If you do not receive an initial acknowledgement then you will also not receive our response to your support request. If you do not receive that initial acknowledgement it could be because 1. You provided an incorrect e-mail address or 2. Your ISP has blocked our e-mail which it has misinterpreted as SPAM. It concerns us that our efforts to provide prompt and comprehensive service to you gets destroyed by these ISP blocks. Yes, your ISP is trying to help control the spam but in the meantime you are missing important e-mails. Please ensure that e-mail from disktrix.com is allowed to pass through to you or is whitelisted. We will only attempt to send your response to your technical support issue once. Please contact your ISP to have any blocked e-mail from disktrix.com released to you. 

Revision History
[Version 2.0.0.51] - 30 May 2008 - UltimateDefrag 2008
[Version 2.0.0.48] - 9 May 2008 - UltimateDefrag 2008
[Version 2.0.0.47] - 26 April 2008 - UltimateDefrag 2008
[Version 1.72] - 17 November 2007
[Version 1.69] - 19 October 2007
[Version 1.64] - 30 August 2007
[Version 1.61] - 13 July 2007
[Version 1.54] - 1 June 2007
[Version 1.52] - 11 May 2007
[Version 1.48] - 29 March 2007
[Version 1.47] - 24 March 2007
[Version 1.46] - 7 March 2007
[Version 1.44] - 21 February 2007
[Version 1.39] - 17 January 2007
[Version 1.38] - 11 January 2007
[Version 1.36] - 29 December 2006
[Version 1.35] - 28 December 2006
[Version 1.34] - 7 December 2006
[Version 1.32] - 23 November 2006
[Version 1.29] - 4 November 2006

Support FAQ

Activation, License & Order Issues

1. When I try to activate my licensed copy of UltimateDefrag I receive an error "Activation failed" with a code number.

Activation of UltimateDefrag does require an internet connection so that you PC can communicate with the activation server. Below are some common errors and remedies.

Error Code 2 or 4. The activation process is unable to connect to the activation server. Please ensure that you are connected to the internet when you try to activate OR any software based firewalls are temporarily disabled.

Error Code 13. This too is caused by a software based firewall. please temporarily disable the firewall while you activate your license.

Error Code 100. The license ID or password was unable to be validated. It is common for users to make the mistake of entering their customer number instead of license number. Ensure that you enter your license number. Please also check your password. If you received a printed license number that is less than 522000, we did have an issue with the license key provider issuing ambiguous characters for the passwords associated with these licenses - namely 1, I, l, O, 0. If you do have an ambiguous password, please replace the ambiguous character with the next character that it could be. Alternately, [please contact us here], so we can help you verify your password.

Error Code 200. if you receive error code 200, it is most likely that you are entering your customer number instead of your license number. Your license number is 6 characters. Please ensure that you are entering your license number into the license number field.

2. I ordered a download version but have misplaced my License Number and original order information.

To retrieve your license number and original order information, please [ CLICK HERE ]. You can login using a number of different parameters.

3. I received a license through a promotion or other non-electronic means and have lost my license number and password information. 

If you have received such a license and no official record of the license number that was issued to was recorded, we can replace your license for a nominal fee of $7.50. We need to charge for this since we have to pay for each license issued and $7.50 covers all of our costs in issuing a replacement license. If you are in this situation, please contact [support@disktrix.com] and we will instruct you on how to purchase a new license after we verify your record. Please provide your full name and address details so we can verify you.

Program Operation Issues

1. When I try to run UltimateDefrag, the program doesn't launch and exits back to the desktop.

This solution has been grayed out because it has been corrected with the latest [version 1.52]

The occasional user may experience this error and this is usually due to conflicting software running in the system tray. The product that is causing this most commonly are Logitech wireless mouse and wireless keyboard utilities. We are currently working on a fix for this. You can/should be able to temporarily disable the utilities in order to defrag and still maintain perfect control of your mouse and keyboard function. If crashing to desktop continues to occur the unexpected termination will generate a file called UDefrag.rpt in the folder where UltimateDefrag is installed. This rpt file contains information about the cause of the error. Please send this file to us as an attachment and our developers will troubleshoot the cause of the error. [You can click here to e-mail the file to us]. Ensure that you attach your UDefrag.rpt file.

2. When my program crashes - settings are not saved.

This solution has been grayed out because it has been corrected with a [previous version]

Any setting changes you make to UltimateDefrag are saved to the file UDefrag.xml upon normal exit of the program. If your program has crashed prematurely as per the above FAQ, your settings will not be saved. To remedy this if you are experiencing crashing issues, if you make changes to the configuration, exit UltimateDefrag and reload. The settings will save.

3. My Defrag Gets Stuck At A Certain Percentage Number and Doesn't Proceed.

The occasional user may experience this phenomenon. The exact cause is being investigated by the development team and may be related to UltimateDefrag not being able to gain access to a locked file or the drive contents have changed and FileWatcher (a routine in UltimateDefrag that monitors drive changes during defrag) is stuck in a loop. If this appears to occur - please wait 10 or so minutes it will usually correct itself. If it doesn't correct itself please follow the following procedure.

• While the Defrag is still running, Use CTRL-SHIFT-F12 to turn on logging.

• Let the defrag continue for 2 more minutes

• Stop the defrag

• In the root directory of your System Drive e.g. C:\ there will be a file called _Defrag.log.

• Please zip this file and [e-mail the file to us] as an attachment for development to investigate.

4. Occasionally during a Defrag, my disk display goes green for a few moments and then corrects itself

This is merely FileWatcher at work. It monitors the drive for changes during the defrag and commences another analysis. Usually this is transparent but occasionally it becomes visible to you. This is normal.

5. The information in the left hand panel does not all fit and runs to the edges.

This can occur when you are using "Large" fonts with Windows. To correct this, change your font size to normal under your Display Properties.

6. If I select and run Folder/Filename or Recency defrag, some cluster blocks amongst the data remain empty.

This will occur in circumstances where there may be some locked file clusters several clusters apart and the next file in the sequence will not fit into the space. The only way for the program to maintain the order requested is by leaving that gap and fitting the next file in the sequence into the next contiguous space that will fit it. The occurrence of the locked clusters will be eliminated with some future enhancements to the boot/offline defrag.

7. Even though I respect Layout.ini - several days later, some of these files have moved to more inner tracks of the drive.

This is Windows Boot Optimize function doing its thing every 3 days. It attempts to optimize the boot files. With UltimateDefrag's respect layout.ini it is not necessary for Windows to run its boot optimize function since it is a less optimized state than UltimateDefrag creates. The layout that UltimateDefrag creates is actually the most optimized state, sequence and position that your boot files could be in.

UltimateDefrag will prompt you to turn this feature off in Windows when you run it if it detects that the BootOptimize Function is ON.

This will stop BootOptimize from running and your layout.ini files as laid out by UltimateDefrag will remain untouched and in place.

In the even that you want to access this function in the registry to turn it back ON again.

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Dfrg\BootOptimizeFunction

Change the Enable String to your preference.

If you are unsure about how to make changes to the registry please consult the Microsoft website for instructions on how to do this or have someone with knowledge perform the changes for you.

8. When I run UltimateDefrag with Windows Vista my Disk Display within UltimateDefrag is blank and the program will not Defrag. Or I receive an error 42 (IPM).

This is due to administrator privileges not being set for the UltimateDefrag program file within Vista. By default the installer sets these privileges but on some systems this does not occur for reasons which we are still researching.

If you receive the Error 42 (IPM) error simply navigate to the folder where your UltimateDefrag is installed (usually C:\Program Files\Disktrix\) locate and select UDefrag.exe. Then Right-click your mouse and select Run As Administrator. This error will no longer occur.

9. Analyzing and Defragging May Take A Long Time.

It is normal for certain defrag methods to take a long time to complete depending upon the file layout preferences you have chosen. However, if your file analysis is taking a long time i.e. more than 30 seconds per 100,000 files then please check the Maximum Resource Usage option. If you have it to AUTO, other background processes may be using too many resources for UltimateDefrag to take it's share. In this instance, change the AUTO setting to 100% and UltimateDefrag will resume to its normal priority state.

Support Issues

1. I sent a request to [support@disktrix.com] but did not receive a response.

When you submit a tech support request by e-mail you will receive an automated acknowledgement within 30 minutes. A response to your request is given within 48 hours. If you do not receive an initial acknowledgement then you will also not receive our response to your support request. If you do not receive that initial acknowledgement it could be because 1. You provided an incorrect e-mail address or 2. Your ISP has blocked our e-mail which it has misinterpreted as SPAM. It concerns us that our efforts to provide prompt and comprehensive service to you gets destroyed by these ISP blocks. Yes, your ISP is trying to help control the spam but in the meantime you are missing important e-mails. Please ensure that e-mail from disktrix.com is allowed to pass through to you or is whitelisted. We will only attempt to send your response to your technical support issue once. Please contact your ISP to have any blocked e-mail from disktrix.com released to you.