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File Helper FAQ

Frequently Asked Questions

Below is a list of questions frequently asked by our customers. Please use the list to try and find an answer to your problem (chances are, someone else has had it too!) This list is updated regularly, so check back often!

  1. What exactly is a license key?
  2. Can I use the same license key on every computer in my home?
  3. I've purchased your product but the license key you've given me will not fit in the fields provided, what gives?
  4. My copy of Driver Fetch / File Helper / PC Medkit has somehow become uninstalled and I can't find anywhere to download it without paying again!
  5. I sent you a message but I never got a reply, when will I hear from you?
  6. You replied to my very first email but I've been sending you updates and I haven't heard from you since, what's going on?
  7. Will you charge my card automatically for a second year when the license runs out?
  8. Why are you charging me a VAT Tax?
  9. What is your refund policy?
  10. I'm getting an error message that says “You have exceeded the activation limit” and it is preventing me from using this product, what can I do?
  11. How do I uninstall File Helper?
  12. What exactly does File Helper do? Will I be able to open any type of file in File Helper?
  13. Why is File Helper directing me to a registration page? I don't want to pay for any more software!
  14. File Helper is crashing or acting really strangely, what's the deal?
  15. File Helper User Guide

What exactly is a license key?

A license key is a string of characters that works a little like a password. Anyone can download our software to have a look at how it works but only paying customers have access to license keys that are used to activate the full version.

Your license key gives you access to one of our products for a specified amount of time, our standard licenses are all valid for a full year. The license also gives you access to our support team who can be contacted by clicking on the link "Ask us a question" which appears below each FAQ entry. These talented geeks are here to help you with any technical issues you might have while using any of our programs.

Can I use the same license key on every computer in my home?

A single license key is meant to be used by a single computer at a time. There is nothing stopping you from removing the program and installing it again on a second computer in your home after updating the first. The advantage of owning more than one copy of any of our products is that each of your computers can have the full software installed and active at the same time.

I've purchased your product but the license key you've given me will not fit in the fields provided, what gives?

All of our license keys are 20 characters long and formatted in four digit pieces like this:

XXXX-XXXX-XXXX-XXXX-XXXX

Our keys contain only letters and numbers and never contain ZEROs or ONEs. If your license key looks different from this in any way it is not one of ours. It's possible that you have purchased a similar product from one of our competitors and have downloaded our software by mistake; this is surprisingly common. The license key from one company will not work with the software of another even if they are very similar in functionality.

Please double check your bill to see by whom you were charged and for which product. If you find a charge from our distributor, Clickbank, that indicates one of our products please get in touch with our support team using the "Ask us a question" link below and make sure to include the 8 digit receipt number that appears with that charge. We'll track down your order and have you set up with a working license key ASAP.

My copy of Driver Fetch / File Helper / PC Medkit has somehow become uninstalled and I can't find anywhere to download it without paying again!

Not to worry! Here are direct links to the installation software for each of our products:

Driver Fetch:
http://blitware.com/products/driverfetch/download/installer/

File Helper:
http://blitware.com/products/filehelper/download/installer/

PC Medkit:
http://blitware.com/products/pcmedkit/download/installer/

Driver Robot:
http://driverrobot.com/download

Undeleter:
http://blitware.com/products/undeleter/download/installer/

I sent you a message but I never got a reply, when will I hear from you?

Our support team works and lives in beautiful British Columbia and though dedicated we do not work around the clock, 24/7; our support desk is open during regular business hours on week days with a reduced schedule on weekends. Each ticket we receive is carefully read and considered in its entirety before we take the time to write back; under ideal circumstances this can take up to 24 hours after you've sent the ticket. During particularly busy times this delay can be a little longer.

If you've registered a support account and filled out a ticket please be patient as we are getting to you as quickly as we can. If you have not yet done so you can follow the link below ("Ask us a question") to register your support account.

If you've sent an email message directly to “support@blitware.com” you should have received a reply automatically that points you towards our support portal where you can create an account. You'll need to do this to ensure that your message reaches our team.

You replied to my very first email but I've been sending you updates and I haven't heard from you since, what's going on?

Did you press the "Reply" button while reading the automatic notification email that was sent to you when your ticket was last updated? These emails are intended only to alert you when we've replied to your ticket; in order to get back in touch with us you must follow the link provided in the email to view and update the ticket.

Emails sent from NOREPLY@blitware.com say: "Do not reply to this message, it will not be received" and go on to give instructions on how to come back to our support portal to update your ticket. Alternately if you click on the "Ask us a question" link below you can log into your support account to see all of your messages to us and our replies back to you.

Will you charge my card automatically for a second year when the license runs out?

We do not automatically charge or renew any of our customers' accounts when they expire. When the expiration date approaches the software will gently remind you to renew whenever you run the program.

Why are you charging me a VAT Tax?

All taxes and other applicable fees are added automatically by our distributor, Clickbank. You can get more information about clickbank and it's application of this particular tax by following this link:

http://www.clickbankguide.com/vat-faq.htm

What is your refund policy?

If, before 60 days from the original purchase, you are dissatisfied with a product purchased from Blitware and request a refund, we will credit the original purchase price back to the you. The refund credit will be applied only to the account used to make the original purchase.

When contacting Blitware Support our first response will be to attempt to assist you with the use of the product. The assistance may include technical support, additional product instructions, and requests for additional information with regards to the your use of the product. If you're still not satisfied we will happily issue a refund for your purchase.

Blitware will issue a refund for a sale for several reasons, including but not limited to:

  • Customer dissatisfaction with the product that cannot be resolved
  • Verifiable information that the original purchase was made using fraudulent or unauthorized payment
  • To ensure compliance with any banking or payment processing partners

I'm getting an error message that says “You have exceeded the activation limit” and it is preventing me from using this product, what can I do?

All our products are limited to how many times they can be 'activated', or installed. This is a soft limitation that's intended only to deter illegal copying of the software and can always be extended for legitimate customers that exceed the limit. If this has happened to you get in touch with our support workers using the link below; we'll try our very best to get back to you letting you know we've fixed the problem within 24 hours.

How do I uninstall File Helper?

To uninstall File Helper click the Start button and then Programs (or "All Programs" depending on which version of Windows you're using), then "File Helper". There should be a shortcut called "Uninstall", which will remove File Helper from your system.

Uninstall

Uninstall

Uninstall

Uninstall

Uninstall

Uninstall

What exactly does File Helper do? Will I be able to open any type of file in File Helper?

File Helper is not designed to open any files on its own but rather it will detect and list file types that exist on your computer but for which you have no program that will open them.

After running a scan look through the list of file-types that it suggests and only download the programs for the file-types you need to open. File Helper even helps to point out the files that it was able to spot on your computer with any given file-type.

Why is File Helper directing me to a registration page? I don't want to pay for any more software!

In the case of some file types you will be directed to a registration page rather than a direct download for your recommended software. Some software makers require registration for their products even if they are free to use. This registration process usually only requires information such as your name and email and you'll be directed to a download once the process is complete.

File Helper is crashing or acting really strangely, what's the deal?

Please get in touch with our support team using the link provided below and explain to them exactly the behavior you're seeing. If you're getting an error message of some kind pass along the exact wording from the error, if you can. While you're waiting for a reply you can try a pretty universal fix for strange acting software; most software problems can be solved the same way:

The first thing you should try is to reboot your system and try running File Helper before launching any other programs. It's possible that File Helper is disagreeing with another piece of software which is causing it to crash.

If that doesn't fix the problem you should try reinstalling the software entirely. If there was an issue while installing in the first place this is the best way to fix it. It's important when installing software that you run as few other applications as possible to prevent strange things from happening, so running the installer right after a reboot is your best bet.

To uninstall the program open the "File Helper" folder in the Start Menu; there should be a shortcut called "Uninstall", which will remove File Helper from your system. To reinstall File Helper download and run this application:

http://blitware.com/products/filehelper/download/installer/

File Helper should open again after installation; if the problem persists drop us a line and we'll be happy to help you work through it.

File Helper User Guide

Welcome to the File Helper user guide! We've taken every effort to make File Helper as easy to use as possible, but just in case you run in to a problem using the software, we've put together this handy guide for you.

Downloading File Helper

Downloading the File Helper installation package to your computer is the first step to fixing your file types. Here's the link you need to download File Helper:

Download File Helper

Downloading File Helper

The File Helper installer is around 6MB, and will take 10-20 seconds to download on most broadband connections. When it's done downloading, open it (by double-clicking on it) to begin the installation process.

Downloading File Helper

Microsoft security warning

Installing File Helper

When you double-click on the File Helper installer, you'll be taken to the installer's welcome screen. It should look something like this:

Welcome to the File Helper installer

Press "Next" here. The next screen you'll see is the End User License Agreement. This screen gives you the terms and conditions for using our software. Please do read it!

The File Helper end-user license agreement

When you're done reading the EULA, and assuming you find it acceptable, please select "I accept the terms and conditions" then click "Next" to move on.

Ask Toolbar

You'll be offered to install the "Ask Toolbar" which you can opt to do or not at your own discretion.

Ask Toolbar

I'm going to turn it off in this case. After this screen File Helper will install itself and then launch

Installing...

A few options

Before the installation is complete File Helper will display this screen which allows you to choose some basic functionality with the program before getting started. Leaving all three of these boxes checked will result in File Helper to set up a weekly scan schedule and launch each time you start windows. Don't worry if you're not sure about this right away as you can always change these options again from the settings screen.

Using File Helper for the first time

Congratulations! File Helper is now installed on your system. You can now use it to repair file types in just a few easy steps, which we've outlined for you below.

File Helper should now be running on your system, waiting for your input. If it's not, you can launch it again from the "File Helper" shortcut on your desktop.

File Helper, waiting for your input

Press the big "Start Scan" button to get moving. This will launch a 2-minute process that will look for files that have no associated programs to open them on your computer. For best results, please don't interrupt the process once you start it.

File Helper scanning a computer for incorrect file associations

File Helper scanning a computer for incorrect file associations

After running a scan look through the list of file-types that it suggests and only download the programs for the file-types you need to open. File Helper even helps to point out the files that it was able to spot on your computer with any given file-type.

File Helper, providing the results of its file scan

After clicking "Download Solution" if you haven't registered your copy of File Helper, you'll be prompted to do so as you can see here:

File Helper, prompting you to register your copy

The File Helper purchase page

A web browser will open when you click Register displaying our purchase page. If you've already purchased Undeleter and have your license key you can just close this window right away

Entering your license key in File Helper

Entering your license key in File Helper

Once you've entered your license key, press "Activate". You will receive notification that the activation was successful, like this:

File Helper telling you that it has successfully activated

Using File Helper to install new programs

When you choose to fix a file type, your web browser will open to download a program that will open that file type. When you do this, one of three things will happen.

1. The program will download as an installer.

This is the most common case. Just follow the steps in the installer to install the program. You may be required to reboot before you can use it.

In this example I'm downloading the fix for viewing PDF files which is a program called Adobe Reader.

Downloading Adobe Reader install program

2. The program will download as a ZIP or RAR archive file.

Sometimes, vendors choose to deliver their programs as archived folders, usually using the RAR or ZIP format.

  • If you've downloaded a ZIP file, your Windows system should be able to open it natively. It will look like a normal folder.

  • If you've downloaded a RAR file, you'll need special software to open it. We recommend you use 7zip (free), which you can download here: Download 7zip.

To install the files from an archive, the first thing you need to look for is a "Setup.exe" file (or something similar). Running this will launch the installation of the program.

3. Further steps are required to download your software.

In some rare cases, the original software vendor will require you to offer some information, such as a name and email address to register before you can download their application.

Using the new program to open your files

Once the program is installed, it should associate the corresponding file type with itself. For example, if you had an Adobe Flash file, the file will now automatically open with Adobe Flash. If you see a file that have not been associated with a program, try:

  • Right clicking it
  • Choose "open with"
  • Select the program you downloaded for that file type

This should open the file and allow you to choose to make that filetype open with that program every time.

Things you can do from here: