Technical Support
help with product installation, data updates, or resolving software issues.

Product Support
questions or issues related to product content.

Please browse our most frequently asked support questions before you contact Technical Support.

Copying Repair (DVD) Data to Hard Drive Due to issues related to copying large volumes of DVD data to a local hard drive, Mitchell 1 no longer supports the DVD Hard Drive Copy Utility. It is still possible to copy the data in cases where it is absolutely necessary via the following procedures: Xcopy ¦ Windows Cut and Paste It is highly recommended that [...]

I get a message, “The disc in the selected drive is not compatible with this version of the software…” Message: “The disc in the selected drive is not compatible with this version of the software. You should have recently received an update set of data discs through the mail. Please register your new discs following the instructions in the envelope. The process is simple and should only take a few minutes to complete.” Check the [...]

The Labor and Parts panes in Estimator are blank after selecting the Category. Go to “Control Panel” and click “Regional and Language Options”. Select “English (United States)” as the default Language and click “OK”. Reboot the Computer.

The side of the page is missing or cut off when printing articles or quotes. Open Internet Explorer, click “File” and then “Page Setup”. Reset all margins to .75 and click “OK”.

Labor or parts will not transfer to the Quote screen. From the Vehicle Tab; delete the “Saved Quotes’, “Repair History”, and “TSB History” by clicking the “Delete All” option under each category. If problem continues call Technical Support.

“Workstation security failed.” Close OnDemand5, go to “Control Panel” and click “Date and Time”. Correct the date and time if incorrect. OnDemand5 should now work properly. If the error continues please call Technical Support.

“Exceeded user limit” when clicking Repair, or Estimator tab. Reboot the computer.

I get a message “Adobe SVG plug-in installation failed” at end of installation. This error is normal please ignore and click “OK”.

What are the default data paths for Estimator when the “Copy all of the Estimator Data to your computer” option is selected? Estimator 1: C:\Mitchell1\OnDemand5\Shared\PLM\PLM1 Estimator 2: C:\Mtichell1\OnDemand5\Shared\PLM\PLM2

Scrolling in Repair articles is slow or choppy. Click on “Setup” and then “Custom Settings” from the home screen. The User Name and Password fields will normally be blank, just click “OK”. On the “Features” Tab, check the box next to “Article & Heading Syncing” and click “OK”.

I am not able to access Repair or Estimating Data I am having one of the following problems: “Vehicle list not available” after selecting year. “Estimator Data is not covered or not available from manufacturer” after selecting the Estimator Tab. “Repair Data is not covered or not available from manufacturer” after selecting the Repair Tab. After selecting year, the “Make” is grayed out. Follow the Steps below to fix any [...]

What are the requirements to use the Mitchell 1 DVD copy utility? The utility should be run on the Host if you are using OnDemand5 in a multi-user environment. There must be enough free hard drive space available for the Repair Data (approx. 8 gigabytes per DVD). The utility will only copy Repair DVD’s located on local DVD drives.

Where does the DVD copy utility copy the data? The Mitchell 1 DVD Utility creates a folder in C:\Mitchell1\OnDemand5\Shared called “Repair” and then creates numbered folders (1, 2, 3…) in the Repair folder for the DVD’s. If the OnDemand5 install was customized, the data will be located in the “Shared” folder. The default paths for Discs 1, 2 and 3 are as follows: Repair 1: [...]

How do I benefit when using the Mitchell 1 DVD utility? 1. The Mitchell 1 DVD Utility is faster than copying and pasting the DVD’s due to its program design and also has built-in error checking. 2. The Data copy process is automated for you by prompting for each DVD and automatically setting the data paths in OnDemand5 after each disc is copied.

Using the DVD copy utility, how can I copy just a few DVD’s? You do not have to copy all of the DVD’s in the set. But, the DVD’s must be copied in sequential order starting with Repair 1. The utility sets the data path after each disc is successfully copied. When done copying click ‘Cancel’, then click ‘Yes” to “Are you sure you want to Quit?” to [...]

Using the DVD copy utility, I receive a message “You do not have enough disk space to copy all the Repair DVD’s to your computer.” If you do not have enough drive space to copy all the DVD’s but still want to copy a few of them, click “Exit” on the “You do not have enough disk space…” screen and then click “No” on the “Exit Confirmation” screen. You will be prompted for the first DVD.

When running the DVD copy utility, how do I change the default data path location? When you reach the screen that says “This utility will copy the Repair DVD’s to your computer” press the “Insert” key on the keyboard to display the hidden “Browse for Folder” dialog box. >> Procedure

How can I print a list of TSBs? After you click on TSB, click on “All TSBs” on the left side of your display. This lists all the TSBs for the vehicle selected. To print the complete list of all the TSBs listed on the screen, use the Ctrl+P Key combination, then print from the print dialog box.

How can I print just a portion of a figure or wiring diagram? Zoom the figure until the portion you want to print fills your display. Choose Print. Uncheck (if necessary) the Entire figure checkbox. This ensures that only that portion of the figure you have displayed will print.

How do I locate Recalls? Go to TSBs tab and there will be a Recalls text link once the TSBs window is open. Click on the link to view Recalls for the selected vehicle.

OnDemand 4x FAQ