Product Support that Ensures You Get the Maximum Return on Your Investment

Scroll down for links to help resources that help you solve problems on your own, and to our support request form.

BIOS POST Codes

Looking for BIOS POST Codes? Visit BIOS Central.

Licensing and Product Use

Your license allows you to diagnose an unlimited number of computers, one at a time. An included locking device must be attached to a USB or parallel port to run the diagnostics. The Multipurpose USB Device provided in the kit can be used stand-alone to boot and run the DOS diagnostics and can store test reports, system snapshots, and other information. Whether using the USB device or the diagnostic CD, there is no installation requirement — simply run Service Center and start testing! Read more about Service Center's features and benefits.

Upgrades

Are you an existing Service Center user? You may be eligible for a free or discounted upgrade to the latest version, Service Center 8! Click the button below to visit our Upgrade Eligibility page.

Product Simulation

The simulations are completely interactive. They operate just as if you were using PC-Doctor software, but provide instructions and explanations.

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Downloads

Service Center 7.9 Product Brochure Download

Online Community

PC-Doctor cares about what our customers, partners, and others think, and we are always searching for ways to better communicate with them. Please join our online community to make your voice heard and learn about PC-Doctor, diagnostics, technical and engineering subjects, and whatever interests you.

We especially welcome involvement from our customers, and anyone in the diagnostics or PC industries
Promote your great ideas and pick up some new ones. This community is a gathering place for leaders in our industry, and a vehicle for improving the PC experience for everyone
Find out more about the inner workings of PC-Doctor
Share in the fun we have working at the leading company in our industry
Look for known Service Center issues and ask support questions

Service Center 8 FAQs

General

My Multipurpose USB Device does not seem to be working correctly. Can you help me troubleshoot this?
1. Often times a Multipurpose USB Device will become corrupt but will still be functional after it is properly restored. To restore the Multipurpose USB Device:
  1. From within Microsoft Windows, insert the PC-Doctor Service Center Diagnostics CD. Note: If autorun is disabled, browse to the Diagnostics CD and run Setup.exe.
  2. From the menu that is now displayed, select "More — advanced options".
  3. Insert the Multipurpose USB Device into an available, connected, USB port.
  4. Select the menu option "Multipurpose USB Device Restore Tool". Note: This can only restore Service Center 7.5, 7.9, and 8 Multipurpose USB Devices. Attempting to restore any other version will have indeterminate results and PC-Doctor provides no warranty on these devices.
2. If the Multipurpose USB Device is still malfunctioning after restoring it, and you have followed the steps in DOS, section 1 of this document, please fill out the PC-Doctor Technical Support Form and request an RMA.
I received my Service Center kit but am not sure where to start. Do you have a tutorial?
1. In addition to the Quick Start Guide insert located in the inside pocket of the CD case that contains an overview of the kit contents, there is also a product simulation (DOS and Windows) available for download. Note: Adobe Flash Player required. Internet Explorer version 6+ or Mozilla Firefox 1.5.0.4+ is recommended.
What type of documentation is available and where can I find it?
1. There are three sources of documentation — Quick Start Guide, User Guide, and Advanced User Guide — all of which are located on the Diagnostics CD at CD:\sc\bin\Documentation.
  1. The Quick Start Guide is available in PDF on the Diagnostics CD and can be accessed through the Help | Quick Start Guide menu option in the Windows user interface.
  2. The User Guide is available in PDF on the Diagnostics CD and can be accessed through the autorun installation menu that launches under Windows or through the Help | User Guide menu option in the Windows user interface. This document is meant to provide detail on how to start and use PC-Doctor Service Center.
  3. The Advanced User Guide is available in PDF on the Diagnostics CD and can be accessed through the autorun installation menu that launches under Windows or the Help | Advanced User Guide menu option in the Windows user interface. This document provides a test description for all available DOS and Windows diagnostics.
2. Quick Start Guide — This is a great place to get started and become familiar with your kit. Located in the inside sleeve of the CD case, it contains a quick description of the items in your kit. This may also be found on the Diagnostics CD at CD:\sc\bin\Documentation\quickstartguide.pdf.
3. User Guide — This provides details on how to use the software in your kit (DOS and Windows). Located on the diagnostics CD at CD:\sc\bin\Documentation\userguide.pdf.
4. Advanced User Guide — This document provides a description of each diagnostic included in DOS and Windows. Located on the Diagnostics CD at CD:\sc\bin\Documentation\AdvancedUserGuide.pdf.
Are wiring diagrams available to make my own loopback adapters?
1. Yes. Wiring diagrams for 9-pin and 25-pin serial port loopbacks and 25-pin parallel port loopbacks are posted here. This information is provided as a courtesy to our customers. PC-Doctor does not offer assistance for problems related to personally manufactured loopback adapters.
Can I purchase a single set of loopback adapters?
1. No, loopback adapter sets are only available as part of PC-Doctor Service Center or for large volume purchases.

DOS

I have an Alienware M14x that locks up when running DOS memory tests. Why does this happen?
1. The E820 memory map is incorrectly indicating a free region of memory at '[000100000h, 09CE3EFFFh] Length: 2509 MB' when it is in fact occupied by executable code. When this 'free' region is tested, a hang occurs on the system. At this time this is a known issue and there is no known workaround except to not run the memory tests on this system in DOS or to run them in Windows.
When I try to run the optical drive tests they are dotted out. I know the system has an optical drive, why is it not testable?
1. The BIOS will occasionally deactivate an optical drive if it was not used to boot DOS. To resolve this, either reboot into DOS and only run the optical tests or boot into Windows and run the optical tests.
When testing the optical drive, why does the drive read speed show 2433407x?
1. A firmware defect in some optical drives may cause the read speed to be incorrectly determined. This can safely be ignored.
When testing on certain machines, I receive a red screen that reads, "Not Authorized" but I have the Multipurpose USB Device connected to the machine. Why is this happening?
1. Service Center for DOS will only be able to communicate with the Multipurpose USB Device if the BIOS supports booting USB devices.
  
  Note: Some systems have this support but it is turned off by default. Attempt to locate where the BIOS may have this setting, turn it on and then reboot the system.
  
  Note: Windows driver support is not available while outside of the Windows environment.
How can I save my test logs to the Multipurpose USB Device and why is this not the default option for my logging drive?
1. When Service Center for DOS launches the Select Logging Drive dialog is displayed. This dialog will list all available drives and the associated volume label. The drive with a volume label of PC_DOCTOR will be either: 1) Diagnostics CD; 2) Multipurpose USB Device. The former option will not be selectable because it is a read-only media.
I'm trying to diagnose a system without video. How can I automate the DOS diagnostics to boot-up, run diagnostics, save the test logs to the Multipurpose USB Device, and exit?
1. The instructions provided here are for use on the Multipurpose USB Device only.
  1. Determine the exact command-line needed for your purposes by referencing the Service Center Advanced User Guide.
  2. From within Windows, open up the Multipurpose USB Device (MUD) and, using a text editor, open autoexec.bat (this file is hidden by default).
  3. Change the last line of the file from "menu" to the command-line determined in Step 1.
Why does Service Center for DOS report N/A for certain devices?
1. PC-Doctor cannot test some devices in DOS unless you install the device driver first. If a PC-Doctor diagnostic test reports N/A for a device, ensure that the appropriate device driver (or enabler) is installed and run the test again. In many cases PC-Doctor can provide system information for devices even if it cannot test them. The categories PCI Info, PnPISA Info, PCMCIA Info, and DMI Info on the Hardware Info menu report information about devices whether their drivers are installed or not.
I create/modify an overlay but whenever I reboot or go to a different machine, I can't find the overlay. What happened to it?
1. The modified overlays will be automatically saved to the Multipurpose USB Device's \SETUP\UPDATE directory when the application is shutdown. If the Multipurpose USB Device could not be located, the overlay will not be saved. NOTE: The Multipurpose USB Device restore tool will cause any custom overlays to be lost.

Windows

Enumeration is hanging at "pcdrsysinfostorage" on some systems with Intel SATA controllers. What is causing this and what can I do?
1. Some versions of the controller driver are returning junk information when the PACKET IDENTIFY command is issued which should return Model and Device Number for the optical drive on a system. A new controller driver may resolve the issue.
ACPI Thermal Zone information does not appear to be gathered in Windows 8. Is there a reason for this?
1. The Microsoft API to query thermal zone information for Windows 8 was not finalized when Windows 8 and Service Center 8 were released. The information provided at the time was inconsistent between releases and as such was not considered reliable and not included with Service Center 8.
I was told that Service Center would allow me to customize a report for my customers. How can I accomplish this?
1. Launch PC-Doctor Service Center 8 for Windows and wait for device enumeration to complete.
2. Click on the "Reports" tab and select "Create Printable Report — Prepare your customized report for printing." and follow the on-screen instructions.
3. An online simulation of customizing the reports is available for download. Note: Adobe Flash Player required. Internet Explorer version 6+ or Mozilla Firefox 1.5.0.4+ is recommended.
What are the supported versions of Windows that Service Center will run on?
1. PC-Doctor Service Center 8 will run under all variants of Windows XP, Vista, 7, and 8. The Windows PE platform is supported through the PC-Doctor custom PE image available on the Diagnostics CD with PE (optional).
When I insert the Diagnostics CD, an installation menu appears. What is the difference between Install, Quick Install & Run, and Run from CD?
1. The Install option will perform a full installation onto the target machine. You are then responsible for uninstalling this.
2. The Quick install & Run option will temporarily install the product into the current users $TEMP directory. This installation is removed when the system is rebooted.
3. The Run from CD option will run Service Center directly from the Diagnostics CD. Note: Since this requires the use of the optical drive, certain optical tests will be disabled.

Customer Support Web Form

PC-Doctor technical support answers questions and provides feedback about actively supported PC-Doctor products.

For failed tests, PC-Doctor technical support can explain what the test is doing. Specific advice about what steps should be taken to get the system to have a Pass result on a test or diagnosis or troubleshooting advice are generally outside the scope of the support offered.

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