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Technical Support (Version 9.0)

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Q. 1: What are Internet Security Services?
Internet Security Services is a solution that provides your workstation with protection against intrusion and malicious software. Internet Security Services is always automatically updated in the background and is transparent to the user. Internet Security Services does not interfere with your daily use of your workstation. Internet Security Services includes Personal Virus Protection (anti-virus) and Personal Firewall service, and Parental and SPAM Control services, which offer easy-to-install protection against network hacking for desktop users connected to public networks.

Q. 2: What do I need to install and where will I get it?

A: Here are the system requirements:

  • Windows Vista (SP 2 or +), Windows 7, 8 and 8.1 (all editions)
  • Pentium 4, 2 GHz or higher
  • RAM Memory : 1 GB
  • 1.2 GB free disk space
     

Macintosh version not available.

Before installing Internet Security Services, make sure that third-party antivirus and firewall applications are not already installed on your workstation. If you install Internet Security Services with other similar applications, YOUR WORKSTATION WILL BECOME UNSTABLE.

Subscribe to Internet Security Services by filling out the online form of your provider.

Once Internet Security Services is installed all new updates will be downloaded automatically. Internet Security Services is ready to use and no setting or configuration changes are necessary.


Q. 3: I have subscribed to Internet Security Services but cannot install my software because my system is already infected with a virus. What can I do?

A: Click on the link below to use the Online Scanner and detect the virus:

Online Scanner

Go to the following URL for support information:

http://support.f-secure.com/enu/corporate/ols.shtml


Q. 4: I have a shared Internet connection; can I use Internet Security Services?

A: Internet connection sharing is possible via the ‘Trusted Interface’- setting in Internet Security Services Personal Firewall application. However, we recommend installing the Internet Security Services applications on all your systems, since the Personal Firewall’s ‘Application control’ feature will only work on the workstation on which the actual software is installed. Internet Security Services is not designed to be used at gateway level and only provides complete protection for the workstations on which Internet Security Services is the installed locally.


Q. 5: Can I give a copy of the software to a friend?

A: No. The Internet Security Services server will detect that two different users are using the same key code and will disable your installation if your friend installs it. Distributing Internet Security Services without permission is against copyright law.


Q. 6: I reformatted my hard drive. Do I need to register again?

A: No. You do not need to re-register with Internet Security Services. If you still have your license subscription number (xxxx-xxxx-xxxx-xxxx-xxxx) you can reinstall Internet Security Services and use the same subscription number. However, if you have lost your registration information, go to the following URL and contact your service provider:

http://www.totalinternetsecurity.com


Q. 7: Is the service really updated automatically?

A: Yes. Internet Security Services was developed for this purpose and we can guarantee that the update process is automatic and transparent. However, you must be able to connect to your service provider’s network, so that Internet Security Services can, in turn, connect to the update server via Internet.


Q. 8: Which operating systems does the service supports?

A: Internet Security Services currently supports the following operating systems: Windows Vista, Windows 7, Windows 8, Windows 10.


Q. 9: How do I install the product?

A: Before installing Internet Security Services, make sure that third-party antivirus and firewall applications are not already installed on your workstation. If you install Internet Security Services with other similar applications, YOUR WORKSTATION WILL BECOME UNSTABLE.

Because your computer is not protected during the uninstall of your antivirus and/or firewall and the install of the Internet Security Services, it’s very important to proceed rapidly between both actions to make sure your computer is not infected.

Download the Internet Security Services application from the URL address provided by NorthernTel, run the application and follow the instructions on the screen. An activation key number has also been provided. You will use this key during the installation to activate the program.


Q. 10: How do I uninstall the software?

A: You can uninstall Internet Security Services from the Start menu.

Follow the steps below to uninstall:

  1. Click on Start
  2. Click on Programs
  3. Click on “Advanced Security” (or “Basic Security”)
  4. Click on Uninstall “Advanced Security” (or “Basic Security”)
  5. Reboot after completion.

Q. 11: How can I tell that the installation was successful?
A: You will see the ongoing installation progress or main user interface, if installation was successful, try opening the Internet Security Services icon in the system tray.

Q. 12: I installed the product and re-booted, and now the workstation seems to lockup. What is happening?

A: You most likely installed the application on top of an existing anti-virus or firewall application. You’ll need to re-set the computer and start the system in Safe-Mode. Once in Safe Mode, you can uninstall the old anti-virus and/or firewall application.


Q. 13: I used to play network games or use peer-to-peer software on the Web before I installed the software. Now these applications do not work anymore. What now?
A: Open the Internet Security Services user interface by clicking the icon in the right-hand corner (in the System Tray). Click Profiles (the middle pane) and select the ‘Normal’ profile as your active profile. You may also add the rule for the program yourself if you know what protocol it uses and if you are familiar with TCP/IP fundamentals. Remember to also allow these programs in the ‘Application control’ of Personal Firewall.

Q. 14: I have many files with extensions like "0xe", "0ll", and so on, on my hard drive. What are these files?

A: These were infected files and Internet Security Services Virus Protection renamed them.

Based on Internet Security Services Virus Protection settings, files can be renamed if they cannot be disinfected, or they can even be renamed without trying to disinfect them. Check your Internet Security Services Virus Protection settings by double clicking the Internet Security Services logo next to the system tray. The Rename operation changes the first character of the file extension to 0 (zero).

Disinfection can fail, if the file is a worm or a Trojan, for example, since worms and Trojans cannot be disinfected.

Depending on the real-time scanning settings, the files (0xe, 0ll, etc) may not be scanned with the real-time scanner , but manual scanning is normally configured to scan all files in the system ; so these files are detected, when running a manual scan, provided that manual scanning is set to scan all files. You can check your Internet Security Services Virus Protection settings by double-clicking the Internet Security Services icon in the system tray.

These files contain malicious code, but they cannot be spread by your workstation, nor can they harm your workstation anymore.

If you think that these files are important, you can try to scan and disinfect them again, with manual scanning. Check that "Action on infection" is set to "Disinfect automatically" in the Virus Protection settings of your Internet Security Services.

If you think these files are unimportant, you can delete them; for example, by setting the "Action on infection" to "Ask the user" and then deleting the files after the manual scan.


Q. 15: What is Internet Security Services Virus Protection?

A: Internet Security Services has built-in Virus Protection (anti-virus), with multiple scanning engines that provide your PC with the best protection against viruses. With Internet Security Services virus detection technology , and its fast automated updating mechanism, your PC is protected within a few hours after a new virus has been found, anywhere in the world.


Q. 16: Is Internet Security Services available for Apple Macintosh o/s?

A: No. Internet Security Services is only available for Microsoft Windows (workstation) operating systems.


Q. 17: Does Internet Security Services work with 3rd party anti-virus or firewall software?
A: No. You must remove any other anti-virus or firewall software before installing Internet Security Services. There is no real benefit to running another anti-virus software, since Internet Security Services includes multiple scanning engines, which work in unison to provide you with the latest active heuristic scanning and disinfection engine. If you are already using an older version of Internet Security Services, the installer will automatically remove it before installing the latest version.

Q. 18: Should I manually scan my hard disks on daily basis?

A: No, unless there is reason to believe that your workstation is infected with a virus, worm or other malware that cannot be caught by Internet Security Services’ real-time Virus Protection.


Q. 19: How do I update the Internet Security Services databases?

A: Internet Security Services updates itself automatically. No user interaction is needed. Automatic updates are done whenever the user connects to the Internet, or once per hour if the user has a broadband connection to the Internet.


Q. 20: I have received an e-mail about a new virus. The message says that the virus is really dangerous. What can I do?

A: Most likely you have received a chain letter that spreads information about a non-existent virus, or a hoax. More information about viruses and hoaxes can be found on the F-Secure web site at http://www.F-Secure.com/virus-info/.


Q. 21: How do I change the Personal Firewall profile?

A: Double-click the Internet Security Services icon in your system tray in the bottom right corner of your screen. On the Internet Security Services main menu, choose ‘Personal Firewall’. On the ‘Personal Firewall’ window, choose ‘Personal Firewall profile’ and click ‘Change...’ The ‘Personal Firewall Profiles’ selection dialog will display next, and you can choose the most suitable profile from the selection of different profiles.


Q. 22: How do I change the Personal Firewall rules?

A: Double-click the Internet Security Services icon on your system tray in the bottom right corner of your screen. On the Internet Security Services main menu, choose ‘Personal Firewall’. On bottom of the ‘Personal Firewall’ pane, click ‘Advanced Settings’ Next, the ‘Network Protection Settings’ are displayed. By choosing "Rules" tab, you can check your firewall rules and perform needed changes, if necessary.


Q. 23: What is the difference between firewall rules and Internet Security Services security profiles?

A: Internet Security Services includes several security profiles, which are pre-configured sets of firewall rules. Internet Security Services users may also create their own firewall rules when the partially customizable Custom profile is activated. The Internet Security Services user can change the profile, depending on the kind of traffic that needs to be allowed or denied.


Q. 24: Does IRC (Internet Relay Chat) work with Internet Security Services?

A: Yes. The normal Personal Firewall profile allows IRC. If you are using your own custom security profile, remember to define the allowed "Service IRC" and "Service IDENT" traffic in your customized profile.


Q. 25: What does Internet Security Services Personal Firewall mean, and what is a firewall?

A: Internet Security Services has a built-in firewall (Personal Firewall), that will protect you from other users trying to intrude on your workstation, and prevent hacking by denying port scans on your computer. The difference between Internet Security Services Personal Firewall and a traditional firewall is that the traditional firewall protects the whole network from outside attacks, whereas Internet Security Services Personal Firewall protects individual computers inbound / outbound connections from / to unknown sources and has an advanced intrusion detection system.


Q. 26: I am experiencing technical difficulties with Internet Security Services, what should I do?

A: Go to this URL and contact the Technical Support of your Internet Security Services provider:

http://www.totalinternetsecurity.com


Q. 27: My installation of Internet Security Services stopped working when I installed the same product on another workstation. Why?

A: Internet Security Services has a unique ‘subscription number’ for each installation. to use the product simultaneously on multiple computers, you must obtain a different subscription number that will permit multiple installs.

You can have all the information by contacting your Internet Security Services provider at this address:


http://www.totalinternetsecurity.com


Q. 28: How can I disable one network card from the Personal Firewall?

A: If your network cards are configured to different IP network subnets, you can define (allow/deny) traffic from that subnet according to the rule for that particular subnet in Personal Firewall settings.


Q. 29: If I want to allow all traffic temporarily (for whatever reason), does the Personal Firewall rule "allow all (bi-directional)" allow all traffic?

A: No. By default, all non-IP protocols will be allowed whatever rule you may have. However, broadcast traffic is not allowed even if you have made a "bi-directional allow all to everywhere" rule. For broadcast you must define additional rules, e.g. "allow all to 255.255.255.255" for global broadcast or "allow all to 192.168.100.255" for single-network broadcast.


Q. 30: Can I make rules based on a network interface card?
A: No, you can allow or define traffic from a certain subnet but there is no way to prevent traffic from a certain network interface.

Q. 31: Does Internet Security Services Personal Firewall support Active FTP?

A: Yes, but you have to create a new rule (outbound) in the custom security level, by using the predefined Active FTP Service (FTP / File Transfer Protocol, active mode)


Q. 32: Why is the first Internet Security Services update package so large?

A: The large size can be explained by the fact that the first package contains the whole Virus Protection database. The next update will be significantly smaller. The server and the workstation will communicate and compare files, and only the missing files and those that need updating are sent on subsequent interactions. Time and bandwidth are not wasted on sending you something that you already have. Comparing the files happens on a bit-level, so the size of the update package is reduced considerably.


Q. 33: Why does downloading of the Internet Security Services updates take so long?

A: The reason for the slow installation or download of updates packages is that the service uses your unused bandwidth. If you are using other applications at the same time, they have a higher priority regarding the bandwidth and thus slow down the installation process. The load in the network may also affect the installation speed.


Q. 34: How do I know that I have the latest update?

A: You can view the update packages and their date stamps in the Internet Security Services “Automatic Updates” window, in the “advanced parameters”.


Q. 35: One process (fssm32.exe) seems to be taking up a large amount of system resources and slowing down the computer. Why is this happening?

A: The fssm32.exe is the scanner manager and handles the scanning engines. There are two things that will cause this; the scanner tries to scan a file that has been locked (possibly by another program), or the scanner is trying to scan a VERY large file (> 1~2 Gig.). Eventually the scanner will timeout and report in the scan report that it couldn’t scan that file. Make sure that you do not start any applications during a manual scan process. If the scanner is having problems with very large files (> 1~2 Gig.), you may want exclude them from the scan process.


Q. 36: AOL Instant Messenger doesn’t seem to work since I installed Internet Security Services. Why?

A: AOL Instant Messenger is trying to access its server via port 5901. This port is blocked by Internet Security Services. To resolve this issue, simply open the AOL application and press F3. On the left, under “Category", click on Sign On/Off. On the bottom right side of this screen is a button called Connection....click it. Then, click on the Auto Configure button. It should then connect to the server. Then click OK and OK again. That's it.


Q. 37: I used Spybot and now Internet Security Services no longer receives updates or my system shows no updates for several days. Why?

A: Spybot Search and Destroy detects as “Spyware” a service it incorrectly identifies as “LSPShopAtHome”. This file is actually a file used by Internet Security Services to receive the database updates. Do not remove it. This is a bug in the Spybot application which has been reported to Spybot. If the file has already been removed, you have several options;

  1. You can restore the file with System Restore in XP. (NOTE: This will restore all removed files not just the files relating to the Service)
  2. You can uninstall and reinstall Internet Security Services.






F-Secure and the triangle symbol are registered trademarks of F-Secure Corporation used under licence, and F‑Secure product names and symbols/logos are either trademarks or registered trademarks of F-Secure Corporation.

NorthernTel, Limited Partnership is not responsible for any damage that might be caused to your computer (including software and data) following installation of Internet Security Services. Your computer must also meet certain prerequisites for installation of the software. Technical support from NorthernTel, Limited Partnership is limited to the Internet Security Services applications.