FAQ

General Information

Q1: What is F-Secure PC Protection?
Q2: How to subscribe to F-Secure PC Protection service?
Q3: What operating systems does the F-Secure PC Protection software support?
Q4: What kind of computer do I need for using the F-Secure PC Protection software?
Q5: Can F-Secure PC Protection software co-exist with other antivirus or firewall software installed on my computer?
Q6: How do I install the F-Secure PC Protection software?

Common Questions

Q7: Why does my computer appear to be slower than before the installation? What can I do?
Q8: I formatted my hard drive. Do I need to apply for a new F-Secure PC Protection license key?
Q9: If I have a license key problem and cannot install the software, what should I do?
Q10: Can I give a copy of downloaded software to my friends?
Q11: Should I manually scan my hard disks daily?
Q12: I started a manual scan but it is very slow, or does not complete at all. Why?
Q13: The product shows that the virus definitions are out of date. What can I do?
Q14: How can I exclude a file or folder from Real-time Scanning?
Q15: How to clean an infected System Restore folder?
Q16: What is Internet Firewall?
Q17: In Internet Firewall, what is the difference between security levels and firewall rules?
Q18: How do I change the security level in the F-Secure PC Protection software?
Q19: I could not play network games on the Internet after I installed the F-Secure PC Protection . What can I do?
Q20: How do I allow all network traffic temporarily?
Q21: Does F-Secure PC Protection support import/export settings for easy configuration?
Q22: Can I enable Windows Firewall and F-Secure PC Protection Firewall concurrently to protect my computer?
Q23: How can I ensure that messages from a specific email address are not considered as spam?
Q24: How do I block spam from a specific email address?
Q25: How do Parental Control profiles work?
Q26: How do I allow web pages for small children?
Q27: Why do I need the Parental Control password?
Q28: If I have lost my Parental Control password, how can I access the F-Secure PC Protection settings?
Q29: The "Parental Control" Time Lock is blocking the connection to the Internet. What can I do?
Q30: Can I disable the Parental Control feature from F-Secure PC Protection software?
Q31: How does the F-Secure PC Protection software update automatically?
Q32: How can I check that my computer is protected and that automatic updates are working?
Q33: How often will F-Secure PC Protection update its virus definition database?
Q34: I am using F-Secure PC Protection and want to upgrade from Windows XP/Vista to Windows 8. How will this affect my service?
Q35: I am using F-Secure PC Protection and want to upgrade from Windows 7 to Windows 8. How will this affect my service?
Q36: Can I install F-Secure PC Protection on my tablet running on Windows RT?

General Information

Q1 What is F-Secure PC Protection?
A1

Your computer is prone to attacks from a large variety of viruses, spyware and spam, spread throughout the Internet without our knowledge. We are offering you the convenient, reliable, and high quality F-Secure PC Protection service for your computer's protection. This one-stop service provides you with a worry-free online experience.

Whether it is for personal or business use, the "Essential Edition" will provide you with essential computer virus and spy protection. For a more sophisticated user, we highly recommend the "Professional Edition", which offers more comprehensive features, such as firewalls, spam controls, parental controls (home user / personal user) and browsing protection, on top of the virus and spy protection functions. It gives you a higher level of security for both your personal and business computers.
Q2 How to subscribe to the F-Secure PC Protection service?
A2

Subscription is quick and simple. All you need to do is to go to website, and then enter your SmarTone Mobile Broadband/Wireless Fixed Broadband number and PIN, subscribe to the service plan and download the F-Secure PC Protection software.

  • Subscribers should be existing SmarTone Mobile Broadband/Wireless Fixed Broadband customers. This service is not applicable to Mobile Broadband Flexi Plan customers.
  • You can subscribe to this service via our corporate website, stores or hotline.
    During online subscription, the system will display the applicable personal or business users' service plans automatically, according to the information provided at the time of your SmarTone Mobile Broadband/Wireless Fixed Broadband number registration.
  • You can enjoy this service for a privileged monthly fee. The monthly fee will be charged to your SmarTone bill.
  • Each computer requires a license to install the F-Secure PC Protection software.
  • This service supports computers with the following operating systems, Microsoft Windows 2000 / XP / Vista / 8
Q3 What operating systems does the F-Secure PC Protection software support?
A3 F-Secure PC Protection supports the following operating systems (Not including server versions):
  • Windows 8 (32-bit and 64-bit): all editions.
  • Windows 7 (32-bit and 64-bit): all editions.
  • Windows Vista (32-bit and 64-bit): all editions, Service Pack 2 or later.
  • Windows XP (32-bit): Home, Professional, Service Pack 3 or later.
Q4 What kind of computer do I need to use F-Secure PC Protection?
A4

Your computer must meet the following requirements:

CPU
  • Windows Vista / Windows 7 / Windows 8: Intel Pentium 4 2GHz or above
  • Windows XP: Intel Pentium III 1GHz or above

Memory
  • Windows Vista / Windows 7 / Windows 8: 1GB RAM or above
  • Windows XP: 512MB RAM or above

Disk space
  • 500MB free hard disk space (Essential edition)
  • 800MB free hard disk space (Professional edition)

Display
  • 16 bit or above

Browser
  • Windows Vista / Windows 7 / Windows 8: Internet Explorer 7.0 or above
  • Microssoft Windows XP: Internet Explorer 6.0 or above
Q5 Can F-Secure PC Protection software co-exist with other antivirus or firewall software installed on my computer?
A5 No. You cannot have two antivirus products from different vendors installed on your computer. F-Secure PC Protection automatically detects and removes your old antivirus and firewall products during the installation. You may also manually remove any other antivirus or firewall products before installing the new software.
Q6 How do I install F-Secure PC Protection?
A6 You can install the software according to the following instructions:
  • Complete the online subscription and download the software.
  • Have a valid product license key (the license key is already embedded to the software download version and it is not necessary for user to input) Note: If you are using Windows 2000, Windows XP, Vista or 8, and have more than one user account, you have to log-in as an administrator before the installation. When you start the installation, you can select how you want to install the product on your computer. You can use either automatic installation or step-by-step installation. If you select the automatic installation, the product is installed automatically. If you select the step-by-step installation, please make appropriate selections according to the menu instructions during the installation.

Common Questions

Q7 Why does my computer appear to be slower than before the installation? What can I do?
A7 F-Secure PC Protection updates its virus definition database right after installation, which may cause your computer to temporarily run slower than before. The update process takes around one hour. If this does not help, it may be that you installed F-Secure PC Protection on top of an existing antivirus or firewall product which was not automatically removed during the installation. In this case, you should restart your computer, remove the previous antivirus or firewall product(s) and re-install F-Secure PC Protection.
Q8 I formatted my hard drive. Do I need to apply for a new F-Secure PC Protection license key?
A8 No, you do not need to apply for a new license key. If you still have your product license key and downloaded version of F-Secure PC Protection software, you can reinstall the software and use the same license key or go to this webpage to download and install F-Secure PC Protection again.
Q9 If I have a license key problem and cannot install the software, what should I do?
A9 Each computer requires one license to install the F-Secure PC Protection software. Since the software has been embedded with the license key, you are not required to input the key manually. In general, if a F-Secure PC Protection license key is being over-installed (number of installation exceeds the number of license keys subscribed to), installation will not be allowed. If you cannot install the software, please check if your license key is being over-installed.
Q10 Can I give a copy of downloaded software to my friends?
A10 As the F-Secure PC Protection software is embedded with a license key, it depends on how many license keys are included in the service plans you have subscribed to. Installation will not be allowed for over-installation.
Q11 Should I manually scan my hard disks daily?
A11 Not necessary. F-Secure PC Protection 's "Virus & Spy Protection" includes Real-time Scanning, which means your computer is scanned for viruses automatically. You can scan manually for viruses using Scheduled Scanning. To start a scheduled scan, you can double-click the F-Secure PC Protection icon in the bottom right corner of your screen.
  1. Click the "Virus & Spy Protection" tab
  2. Click "Configure" next to Scheduled Scanning
  3. Select "Enable scheduled scanning"
  4. Select which days you would like to regularly scan for viruses and spyware
Q12 I started a manual scan but it is very slow, or does not complete at all. Why?
A12 The operation speed of a computer depends on the hard disk being used, or the quantity of software, photos, and folders stored on the desktop. It also depends on whether or not you are running other programs on your computer at the same time. The same situation applies to other programs, for example, maintenance programs, such as scandisk or disk de-fragmentation. Stop running other programs before scanning or check if your computer meets the necessary requirements.
Q13 Virus definitions are out of date. What can I do?
A13 Virus definitions are updated automatically so you do not have to do it manually. If you have an Internet connection, updates are checked once per hour. You can also manually check for updates. To open F-Secure PC Protection, double-click the icon in the bottom right corner of your screen. To check for updates:
  1. Click the "Automatic Updates" tab.
  2. "Last update check" displays the time of the latest update.
  3. Click "Check now". "Automatic Update Agent" will connect to the Internet and check for the latest updates. If protection is not up-to-date, it will update automatically.
Q14 How can I exclude a file or folder from Real-time Scanning?
A14 To exclude a file or folder from Real-time Scanning, double-click the F-Secure PC Protection icon at the bottom right corner of your screen, then:
  1. Click the "Virus & Spy Protection" tab
  2. Click "Configure" next to Real-time Scanning
  3. Click "Exclusions"
  4. Add a file, drive, or folder to exclude:
    1. Select the "Objects" tab
    2. Select "Exclude objects (files, folders, ...)"
    3. Click "Add"
    4. Select the file, drive, or folder that you want to exclude from virus scanning Note: Some drives may be removable drives, such as CD, DVD or network drives. Network drives and empty removable drives cannot be excluded.
    5. Click "OK"
  5. Repeat the previous step to exclude other files, drives, or folders from being scanned for viruses
  6. Click "OK" to close the "Exclude from Scanning" dialogue box
  7. Click "OK" to apply the new settings
Q15 How do I clean an infected System Restore folder?
A15

System Restore is a feature of Windows Vista, Windows XP and Windows ME (Windows ME is not supported by F-Secure PC Protection). If a computer is infected by a virus, it is possible that the virus has been backed up in the System Restore folder. To scan and remove System Restore, you have to turn it off.

When you turn off System Restore, you will lose the last system restore point. If you want to continue using the System Restore feature, it is important to turn it on after removing the infected files.

  1. To turn off System Restore in Windows Vista:
    1. Close all open programs
    2. Click "Start"
    3. Select "All Programs > Maintenance"
    4. Select "Maintenance > Backup and Restore Center"
    5. Click "Create a restore point or change settings". If asked, click "Continue"
    6. Under "Available disks", clear the checkboxes for all drives
    7. Click "Apply"
    8. When the system asks if you want to turn off System Restore, click "Turn System Restore Off"
    9. Click "OK"
    10. Restart your computer
    11. Scan all hard drives and all files for viruses with your F-Secure PC Protection

  2. To turn off System Restore in Windows XP:
    1. Close all open programs
    2. Right-click "My Computer" and select "Properties". The "System Properties" dialogue box opens
    3. Click the "System Restore" tab
    4. Select the "Turn off System Restore on all drives" check boxe.Click "Apply"
    5. Click "Apply"
    6. When the system asks if you want to turn off System Restore, click "Yes"
    7. Click "OK"
    8. Scan all hard drives and all files for viruses with your F-Secure PC Protection

  3. Once you have scanned and cleaned the files, turn on System Restore in Vista as follows:
    1. Close all open programs
    2. Click "Start"
    3. Select "All Programs > Maintenance"
    4. Select "Maintenance Backup and Restore"
    5. Click "Create a restore point or change settings". If asked, click "Continue"
    6. Under "Available Disks", select all drives
    7. Click "Apply"
    8. When the system asks if you want to turn off System Restore, click "Turn System Restore Off"
    9. Click "OK"

  4. Once you have scanned and cleaned the files, turn on System Restore in XP as follows:
    1. Right-click "My Computer" and select "Properties". The "System Properties" dialogue box opens
    2. Click the "System Restore" tab
    3. Clear the "Turn off System Restore on all drives" check boxd.Click "Apply" and then click "OK"
Q16 What is an Internet Firewall?
A16 Internet Firewall protects your computer against unsafe Internet traffic.
  • Protects you against intruders who try to access your computer without your permission. They may, for example, try to steal your personal information, such as files, passwords, or credit card numbers.
  • Blocks malicious Internet traffic, such as Trojans. They may for example, destroy files on your computer, crash your computer, or open ports for hackers to access your computer
  • Blocks harmful Internet traffic such as spyware. Spyware may for example, gather information about your email addresses, passwords and credit card numbers.
  • Prevents malicious dialer programs from using your modem or ISDN connection to dial into expensive pay-per-minute phone numbers.

After you have installed F-Secure PC Protection, the Internet Firewall automatically keeps your computer protected.
Q17 In Internet Firewall, what is the difference between security levels and firewall rules?
A17 F-Secure PC Protection includes several security levels that allow you to set more flexible or severe security settings. Security levels allow you to instantly change your level of protection according to your needs. Security levels are automatically updated to make sure that you are protected against the latest malicious computer programs and Internet attacks. Every security level is composed of a set of pre-configured firewall rules. Expert users may create their own firewall rules to modify the security level.
Q18 How do I change the security level in F-Secure PC Protection?
A18 To change the security level, you can double-click the F-Secure PC Protection icon at the bottom right corner of your screen, then:
  1. Click the "Internet Shield" tab
  2. Next to "Internet Shield" and the current security level, click "Change"
  3. Read the security level descriptions carefully
  4. Select the appropriate level from the list and click "OK"

The Internet Firewall page now shows the new security level. The firewall rules and Application Control settings change according to the selected security level.
Q19 I can not play network games online after I installed the F-Secure PC Protection. What can I do?
A19 If this happens, you may need to open a port through the firewall for the network game software. Please also check that the security level of Internet Firewall is "Normal". This level usually allows you to use any type of programs without problems. You may not be able to add your own rules to all security levels. Select the security level to which you want to add the new rule before you open the port. When you open a port through the firewall, a new firewall rule and two new services will be created. To open F-Secure PC Protection, double-click the product icon at the bottom right corner of your screen, then:
  1. Click the "Internet Firewall" tab
  2. Click "Open a port"
  3. In the "Name" field, enter a name for the new firewall rule
  4. In the "Port number" field, define the responder port for the rule. The responder port is usually mentioned in the product documentation
  5. Click "OK"

The new rule is added to the firewall rules list and two new services are created on the firewall services list for both the TCP and UDP protocols with the specified port number.
Q20 How do I allow all network traffic temporarily?
A20 Please note, it is not recommended to allow all network traffic while your computer is connected to the Internet. Your computer is not being protected when you allow all network traffic. To allow all network traffic, double-click the F-Secure PC Protection icon at the bottom right corner of your screen, then:
  1. Select "Firewall"
  2. To allow all Internet traffic, select "Unload and allow all network traffic"
  3. Click "Confirm"To restore your security again, right-click the product icon and select "Reload".
Q21 Does F-Secure PC Protection support import/export settings for easy configuration?
A21 Currently the software does not support import/export settings.
Q22 Can I enable Windows Firewall and F-Secure PC Protection Firewall concurrently to protect my computer?
A22 F-Secure PC Protection disables your Windows Firewall automatically after installation. For better protection of your computer, it is not recommended to run two Firewall products on your computer at the same time.
Q23 How can I ensure that messages from a specific email addresses are not considered as spam?
A23 To make sure messages from specific email addresses are not considered as spam, you can add individual email addresses or whole domains to your safe senders list. For example, if you add *@example.com to your safe senders list, all email messages from the example.com domain are allowed. To allow messages from a specific email address, double-click the F-Secure PC Protection icon at the bottom right corner of your screen, then:
  1. On the "Spam Control" page, click "Allowed Senders"
  2. In the "Address" field, enter the email address or domain name from which you want to allow email messages. You can add a short description for the new address in the "Description" field
  3. Click "OK"

The new email address is now shown on your safe senders list. You can also do this through the Microsoft Outlook Spam Control menu button or by right-clicking the system tray icon.
Q24 How do I block spam from a specific email address?
A24 To block messages from specific email addresses, you can add individual email addresses or whole domains to your blocked senders list. For example, if you add *@example.com to your blocked senders list, all email messages from the example.com domain are blocked. To block spam from a specific email address, double-click the F-Secure PC Protection icon at the bottom right corner of your screen, then:
  1. On the "Spam Control" page, click "Advanced"
  2. Click "Spam Control > Filtered Senders" on the navigation pane on the left
  3. Click "Add". The "Add Sender/Domain" dialogue box opens
  4. In the "Address" field, enter the email address or domain name from which you want to block email messages. You can add a short description for the new address in the "Description" field
  5. Click "OK"

The new email address is added to your blocked senders list.
Q25 How do Parental Control profiles work?
A25

With Parental Control profiles, you can define browsing duration and web sites that are suitable for teenagers and small children. You can give your teenagers more freedom to browse the Internet while having tighter restrictions on your small children's online activities. You can create and set up Parent, Teenager, and Small Child profiles either with Start-up Wizard during installation, or later on in the "Parental Control" page.

Small Child Profile
The Small Child profile is activated after you have installed the software, or restarted the computer. When the Small Child profile is activated:
  • Anyone using the computer can only access websites that you have specifically allowed.
  • Access to the Internet is allowed only during scheduled times.

All the websites that you have allowed are listed on "Parental Control Start Page" that opens in the browser when the Small Child profile is activated.

Teenager Profile
When the Teenager profile is activated:
  • Anyone using the computer can access all websites, except those that contain restricted or unwanted content, for example drugs or adult material.
  • Access to the Internet is allowed only during scheduled times.

If you have created both Small Child and Teenager profiles on your computer, tell your teenagers the password you created for the Teenager profile. When they enter the password, they can browse web pages that:
  • Do not contain restricted material, and
  • You have specifically allowed

Note: If you disable the Web Page Filter, your teenagers can visit web pages and sites regardless of their content.


Parent Profile
When the Parent profile is activated, anyone using the computer can access the Internet without any time or content restrictions. You are asked to create the Parent password when you are creating the profiles. You need the Parent password to:
  • Open the software user interface
  • View or change the software settings
  • Connect to the Internet with a new application, or uninstall F-Secure PC Protection
Q26 How do I allow web pages for small children?
A26 To allow particular web pages for your small children, double-click the product icon at the bottom right corner of your screen to open F-Secure PC Protection , then:
  1. On the "Parental Control" page, click "Advanced"
  2. Click "Parental Control > Small Child" on the navigation pane on the left
  3. Select "Allow only selected sites". Click "Configure"
  4. Select the "Allowed tab". Click "Add"
  5. In the "Allow Web Site" dialog box, type the address of the web page to which you wish to allow access
    • To allow access to the entire www.example.com web site, type www.example.com
    • To allow access to a part of the www.example.com web site, type www.example.com/subsite
  6. Click "OK"

You can block or allow web pages for your teenagers in a similar way. If you use Internet Explorer, you can allow (or block) new sites by using the [PC Security] Web filter button in the browser's toolbar.
Q27 Why do I need the Parental Control password?
A27 If "Parental Control" is turned on, you need the "Parental Control" password to change the F-Secure PC Protection software settings. The password prevents other computer users from making changes to the settings or opening the user interface.
Q28 How do I allow web pages for small children?
A28 If you have lost your password, you can access software settings using your product license key. To reset the password, first open the software interface, then:
  1. A dialogue box opens asking you to enter the Parent password. Click "Show password hint"
  2. If you still cannot remember your password, click "Forgot your password?"
  3. Enter the first four digits of your license key, and click "Next >"
  4. Do the following:
    1. Enter a new password
      Note: When creating passwords, keep in mind the following:
      • Select a password that is easy to remember but hard to guess
      • A password can contain any characters-A password can have up to 80 characters
      • Depending on how your product is set up, your password may need to be longer than a certain number of characters
    2. Re-enter the new password to confirm it
    3. Click "Next >"
    4. Enter your password hint. Your password hint should remind you what your password is. It should be something that tells you what your password is but does not let anyone else guesses the password. Keep in mind that your children can also see this hint.
    5. Click "OK" (A message is shown telling you that you have successfully reset the password.)
  5. Click "OK"

Q29 The "Parental Control" Time Lock is blocking the connection to the Internet. What can I do?
A29 When Time Lock blocks the connection to the Internet, the web browser shows a notification that says that Time Lock is activated and the Internet cannot be accessed. To extend the browsing time, double-click the F-Secure PC Protection icon at the bottom right corner of your screen to open F-Secure PC Protection , then:
  1. Extend browsing time either when it is about to expire or has already expired:
    • When your Internet browsing time is about to expire, a pop-up appears that shows how much longer you can browse the Internet for. If you click on this pop-up: In the "Parental Control" dialogue box that opens from the "Time remaining" pop-up, click "Extend Internet browsing time"
    • If the allowed browsing time has already expired: On "Time Lock Block Page" that opens in your browser, click "Extend Internet browsing time"
  2. In the dialogue box, enter your Parent password, and click "OK"
  3. In the "Time Lock" dialogue box, schedule a time, and click "OK"

In Internet Explorer, you can also extend browsing time by using the Parental Control menu button.
Q30 Can I disable the Parental Control feature from F-Secure PC Protection software?
A30 Yes.
Q31 How does F-Secure PC Protection update automatically?
A31 The Automatic Update Agent is activated every time you connect to the Internet, ensuring that your computer receives the latest updates. If your computer is offline when an automatic update is due, updates are downloaded automatically the next time you connect to the Internet.
Q32 How can I check that my computer is protected and that automatic updates are working?
A32 On the F-Secure PC Protection main user interface, the upper part of the "Home" tab shows the security status of your computer. When the status is shown as "Protected", your computer's protection is up to date. The lower part of the "Home" tab shows the date and time of the last update check. The security levels of the different security components, for example "Normal" or "High", are shown next to the name of the component. By clicking on the tabs on the left you can see the details of all security components.
Q33 How often will F-Secure PC Protection update its virus definition database?
A33 F-Secure PC Protection will automatically update its virus definition every hour. On average, F-Secure PC Protection's virus definition database will update around 6 times daily or more, depending on how many new viruses have been detected on that day.
Q34 I am using F-Secure PC Protection and want to upgrade from Windows XP/Vista to Windows 8. How will this affect my service?
A34 Upon successful installation of Windows 8, you will need to perform a fresh install of F-Secure PC Protection. To obtain the download URL for F-Secure PC Protection, please contact our service hotline on 2880 2622.
Q35 Upon successful installation of Windows 8, you will need to perform a fresh install of F-Secure PC Protection. To obtain the download URL for F-Secure PC Protection, please contact our service hotline on 2880 2622?
A35 Before performing an upgrade from Windows 7 to Windows 8, you will need to manually uninstall F-Secure PC Protection. Upon successful installation of Windows 8, you will need to perform a fresh install of F-Secure PC Protection. To obtain the download URL for F-Secure PC Protection, please contact our service hotline on 2880 2622.
Q36 Can I install F-Secure PC Protection on my tablet running on Windows RT?
A36 No. Tablets and other devices that run on Windows RT platforms are not supported.