Internet Security

No. You cannot have two antivirus products from different vendors installed on your computer. The iiNet Internet Security product automatically detects and removes your old antivirus and firewall products during the installation. You can also manually remove any other antivirus or firewall products before installing the product.

Are two antivirus programs better than one?

No. It is best to have one good antivirus program. An antivirus program needs to open a file to scan it for malware. If another antivirus program is trying to open the same file at the same time, it has to wait for the file to become free. This may cause problems. For example, programs may not start correctly, or the whole system crashes.

Is the iiNet Internet Security product compatible with Windows XP SP3 Security Center and the internal firewall of the operating system?

Yes, it is compatible. However, you cannot use two software firewalls on the same computer simultaneously. When you install the product, the internal firewall of Windows XP is automatically turned off.

How do I remove conflicting security programs manually?

During the installation, conflicting security programs, such as other antivirus or firewall programs are removed automatically. If they cannot be removed, you are asked to remove the programs manually through Windows Control Panel:

Click Start.
Select Control Panel.

The next step depends on your operating system (OS)

In Windows XP:

Double-click Add or Remove Programs. A list of programs installed on your computer is shown
Select the program to remove and click Remove.

In Windows 7:

Select Programs
Select Programs and Features
Select the program to remove and click Uninstall.

Antivirus programs may have several related components, which have the same product name. Repeat the steps above to remove all of them.

After this, you should restart your computer to allow the changes to take full effect.

Installation

How do I install the iiNet Internet Security product?

To install the product, you need the following:

Downloaded version of the product
A valid product subscription key
An Internet connection.

Note: If you 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, you are asked to make selections during the installation.

This product cannot be installed on a computer that uses other antivirus or firewall products. Please uninstall them before installing the product.

To install the downloaded product:

When you purchase the product via Toolbox, you receive an e-mail message, which contains the download and installation instructions, and your unique product subscription key
Follow the instructions and download the software package to your computer
Double-click the package icon to run the installation wizard and follow the instructions on your screen
If asked, enter your subscription key (xxxx-xxxx-xxxx-xxxx-xxxx).

I installed or upgraded the iiNet Internet Security product but cannot see the product icon on the system tray. What should I do?

You can check that the icons are not hidden in your operating system:

In Windows XP or Vista: click the Show hidden icons icon to show the system tray icons.

In Windows 7: click the caret to show the system tray icons.

Open Task Manager. Check that the fsm32 process is visible.If the process is visible, use the Support Tool for generating an fsdiag file.
Send the file to our technical support.If the process is not visible, try to install the product again.

After installing the iiNet Internet Security product, I have no access to the Internet or my e-mail. What can I do?

You may have denied your web browser's network connections. To open the product, double-click the product icon at the bottom right corner of your screen.
To check that the network connections are allowed for your browser:

On the main page, click Settings
Select Network connections > Application control
Click the Applications tab. You can view a list of denied or allowed applications
Locate the browser that you are using. For example, if you use Internet Explorer, locate iexplore.exe
Check that the connections are allowed for your browser.

How do I uninstall the iiNet Internet Security product?

To uninstall the product, do the following:

Click Start.
Select Control Panel.

The next step depends on which Microsoft operating system you are using:

In Windows XP:

Double-click Add or Remove Programs. A list of programs installed on your computer is shown.
Locate your iiNet Internet Security product, and click Change/Remove.

In Windows 7:

Select Programs.Select Programs and Features.
Locate your iiNet Internet Security product, and click Uninstall.

When you are asked to restart your computer, restart it.

Subscription and Registration

I have registered my subscription of the iiNet Internet Security product but cannot install it. Why?

The most common reasons that may prevent the installation are the following:

You still have other antivirus or firewall product installed on your computer. Please remove this product manually before installing the iiNet Internet Security product.
Your computer might be infected with a virus, which prevents the installation. To check your computer for viruses you can use F-Secure's own virus scanner
Use the F-Secure Online Scanner to scan your computer for possible virus infections and to remove them.

I have a shared Internet connection. Can I use the iiNet Internet Security product on all the computers?

Yes, you can use the license for three installations in the same home network.

Can I give a copy of the software to a friend?

No, the license is meant for personal use, but you can install the software on multiple computers, depending on the subscription you have, with one subscription key.

I have already installed the product and registered the subscription. How can I transfer the subscription to another computer?

If your subscription allows only one installation you can transfer the subscription to another computer. To do this, uninstall the iiNet Internet Security product from the original PC, then reset the subscription via Toolbox.

If you have problems transferring the subscription, do the following:

Uninstall the product from both computers:
Click Start
Select Control Panel > Add/Remove Programs.

Do the following on the computer to which you want to transfer the subscription to:

Restart the computer to which you want to transfer the subscription
Delete the product folder in the installation directory
Reinstall the product.

After you have entered your subscription key and registered it, a message informs you that the subscription is already registered to another computer. Click Next. The product will be registered to your new computer.

Can I view my subscription details in Toolbox?

Yes, after the software is purchased you will find a new menu in Toolbox for iiNet Internet Security.

Virus Scanning

Should I manually scan my hard disks daily?

No, this is not necessary. Virus and spyware scanning includes real-time scanning, which means that your computer is protected in real time. You can scan manually for viruses by using scheduled scanning.

To start a scheduled scan:

On the main page, click Settings
Select Computer > Scheduled scanning
Select Turn on scheduled scanning.

Select the scan interval you wish to use:

Daily - To scan every day
Weekly - To scan on selected days during the week
Monthly - To scan up to three days a month.

The product shows that the virus definitions are out of date. What can I do?

The iiNet Internet Security product updates itself automatically, and you do not have to do anything. If you are using a modem, the product is automatically updated every time you connect to the Internet. If you have a broadband connection, updates are checked once per hour.

You can also manually check for updates.

To check for updates:

On the main page, click Settings
Select Other Settings > Automatic updates
Last update check displays the time of the latest update
Click Check now. The product connects to the Internet and checks for the latest updates. If the protection is not up-to-date, it retrieves the latest updates.

Note: If you are using a modem, or have an ISDN connection to the Internet, the connection must be active to check for updates.

I started a manual scan but it is very slow, or does not finish at all. What should I do?

This can happen if you are running some other programs on your computer at the same time. The other programs can be, for example, maintenance programs, such as scandisk or disk de-fragmentation. Please stop running other programs if you want the scanning to go faster.

How can I exclude a file or folder from virus and spyware scanning?

Select the file, drive, or folder that you want to exclude from virus scanning.

On the main page, click Settings. You can then select one of the following:

Computer > Virus and spyware scanning
Computer > Manual scanning
Click Open Excluded Items list. To exclude a file, drive, or folder:

Select Computer > Virus and spyware scanning
Select Computer > Manual scanning
Select the Objects tab.Select Exclude objects (files, folders, ...)
Click Add
Repeat the previous step to exclude other files, drives, or folders from being scanned for viruses
Click OK to apply the new settings
Click OK to close the Exclude from scanning dialog box.

Note: Some drives may be removable drives, such as CD, DVD or network drives. Network drives and empty removable drives cannot be excluded.

How can I exclude certain file types from virus and spyware scanning?

To exclude file types from virus and spyware scanning:

On the main page, click Settings. Select one of the following:

Computer > Virus and spyware scanning
Computer > Manual scanning

Click Open excluded items list.

To exclude a file type:

Select the File Types tab
Select Exclude files with these extensions
Type a file extension that identifies the type of files that you want to exclude, in the field next to the Add button.

To specify files that have no extension, type '.'. You can use the wildcard '?' to represent any single character, or '*' to represent any number of characters.

For example, to exclude executable (*.exe) files:

Click Add
Repeat the previous step for any other extension you want to be excluded from being scanned for viruses
Click OK to close the Exclude from scanning dialog box
Click OK to apply the new settings.

Spyware

Is my computer protected against spyware with the iiNet Internet Security product?

The product uses real-time spyware scanning, which is turned on by default. It is integrated to the antivirus protection.

Why does Thunderbird freeze when sending and receiving e-mail?

When your mailboxes are scanned for viruses, it may cause your Thunderbird program to freeze. You can try the following:

Exclude your mailbox from scanning. For instructions, see above
Check that the firewall profile is set to Normal. For instructions, see below.

Note: All e-mail messages in your mailbox are excluded from scans until you remove the mailbox from the exclusions list.

Firewall

Can I use the Windows XP firewall with the iiNet Internet Security product?

You cannot use the Windows XP firewall with the product. The iiNet Internet Security product already has a firewall. If you use two software firewalls simultaneously, your computer may freeze.

What is the difference between firewall profiles and firewall rules?

The iiNet Internet Security product includes several firewall profiles that allow you to set more flexible or severe security policies. Firewall profiles allow you to instantly change your level of protection according to your needs.

Firewall profiles are automatically updated to make sure that you are protected against the newest forms of malicious computer programs and Internet attacks.

Every firewall profile is composed of a set of pre-configured firewall rules. Expert users may create their own firewall rules to modify the firewall profile.

How do I change the firewall profile in the iiNet Internet Security product?

To change the firewall profile:

On the main page, click Status
Next to Firewall, click the link, which shows the current firewall profile. The Change firewall profile dialog box opens
Read the firewall profile descriptions carefully
Select the appropriate profile from the list and click OK.

The Current Status page now shows the new firewall profile. The firewall rules and application control settings change according to the selected firewall profile.

How do I change the firewall rules?

You can only change a firewall rule that you have created yourself. To change a rule:

On the main page, click Settings
Select Network connections > Firewall
Click the Rules tab
Select the rule and click Details. The Rule details dialog box should appear
Make the necessary changes in each step and move to the next step by clicking Next
In the Rule details dialog box, check the changes that you made
If you are satisfied with the rule, click Finish.

The changes that you made are applied to the rule.

How can I open a port through the firewall?

You can open a port through the firewall if you want to allow some Internet traffic and you know the port number that you want to open.

You may not be able to add your own rules to all firewall profiles. Select the firewall profile to which you want to add the new rule before you open the port.

When you open a port through the firewall, you create a new firewall rule and two new services.

To open a port:

On the main page, click Settings
Click Open a port
In the Name field, enter a name for the new firewall rule
In the Port number field, define the responder port for the rule. The responder port is usually mentioned in the product documentation
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.

Why is my FTP software not working after I installed the iiNet Internet Security product?

You have to add a new, outbound firewall rule to your firewall profile. To add a new rule for the FTP software:

To open the product, double-click the product icon at the bottom right corner of your screen
On the main page, click Settings
Select Network connections > Firewall
Click the Rules tab
Click Add. The Add new rule dialog box opens
Follow the instructions in the dialog boxes
In step 3, select the predefined FTP / File Transfer Protocol, active mode as the service
Follow the instructions in the dialog boxes
In the final step, click Finish.

I used to play network games or use peer-to-peer software on the Internet before I installed the iiNet Internet Security product. Now these applications do not work anymore. What can I do?

If this happens, you can try the following:

To open the product, double-click the product icon at the bottom right corner of your screen
Check that the firewall profile is Normal. This profile usually allows you to use these types of programs without any problems
If this does not help, you may need to open a port through the firewall for the network game or peer-to-peer software.

If this does not help, try turning off the advanced process monitoring setting in DeepGuard. To do this:

On the main page, click Advanced settings
Select Computer > DeepGuard
Clear Use advanced process monitoring
Click OK.

E-mail Filtering

How can I make sure that messages from a specific e-mail address are not considered spam?

To open the product, double-click the product icon at the bottom right corner of your screen. To allow messages from specific e-mail addresses, follow the instructions below. You can also do this through the Spam Control menu button (in Microsoft Outlook, Outlook Express or Windows Mail), or by right-clicking the system tray icon.

You can add, edit or remove individual e-mail addresses or whole domains to your allowed senders list. For example, if you add *@example.com to your allowed senders list, all e-mail messages from the example.com domain are allowed.

To edit your list of trusted e-mail addresses:

On the main page, click Settings
Select Internet > E-mail filtering
Click Allow senders. The Allowed senders settings page opens.

You can then choose one of the following actions:

To add a new e-mail address:

Click Add. The Add sender/domain dialog box opens
In the Address field, enter the e-mail address or domain name from which you want to allow e-mail messages. You can add a short description for the new address in the Description field
Click OK. The new e-mail address is now shown on your allowed senders list.

To edit an existing e-mail address:

In the list, select the e-mail address you want to edit, and click Edit. The Edit sender/domain dialog box opens
Edit the selected e-mail address, and click OK.

To remove an e-mail address from the allowed senders list:

In the list, select the e-mail address you want to remove, and click Remove.

The e-mail address is removed from the list.

How do I block spam from a specific e-mail address?

To open the product, double-click the product icon at the bottom right corner of your screen.

You can add, edit or remove individual e-mail addresses or whole domains to your blocked senders list. For example, if you add *@example.com to your blocked senders list, all e-mail messages from the example.com domain are blocked.

To edit your list of blocked e-mail addresses:

On the main page, click Settings
Select Internet > E-mail filtering
Click Block senders.

You can then choose one of the following actions:

To add a new e-mail address:

Click Add. The Add sender/domain dialog box opens
In the Address field, enter the e-mail address or domain name from which you want to block e-mail messages. You can add a short description for the new address in the Description field
Click OK. The new e-mail address is now shown on your blocked senders list.

To edit an existing e-mail address:

In the list, select the e-mail address you want to edit, and click Edit. The Edit sender/domain dialog box opens
Edit the selected e-mail address, and click OK.

To remove an e-mail address:

In the list, select the e-mail address you want to remove, and click Remove. The e-mail address is removed from the list.

Parental Control

How do browsing modes in Parental Control work?

With the Parental Control browsing modes, you can define browsing times and web sites which would best suit the children in your house.

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 the Parent, Teenager, and Small Child browsing modes either with Start-up Wizard during the installation, or later on the Parental Control page.

Small Child browsing mode

The Small Child browsing mode is active after you have installed the product or restarted the computer. When the Small Child mode is active:

Anyone using the computer can access only those web sites that you have specifically allowed
Access to the Internet is allowed only during the scheduled time.

All the web sites that you have allowed are listed on Parental Control Start Page that opens in the browser when the Small Child mode is active.

Teenager browsing mode

When the Teenager browsing mode is active:

Anyone using the computer can access all web sites, except those that contain restricted or unwanted content, for example on drugs or adult material
Access to the Internet is allowed only during the scheduled time.

If you have created both Small Child and Teenager browsing modes on your computer, tell your teenagers the password you created for the Teenager mode. When they enter the password, they can browse web pages that:

Do not contain restricted material, and
You have specifically allowed.

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

Parent browsing mode

When the Parent browsing mode is active, 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 browsing modes . You need the Parent password to:

Open the product user interface
View or change the product setting
Connect to the Internet with a new application
Uninstall the product.

Why do I need the Parental Control password?

If Parental Control is turned on, you need the Parental Control password to change the iiNet Internet Security settings. The password prevents other computer users from making changes to the settings. Even the user interface cannot be opened without the password.

How do I allow web pages for small children?

To allow web pages for your small children, follow the instructions below. To open the product, double-click the product icon at the bottom right corner of your screen.

Tip: If you use Internet Explorer, you can allow (or block) new sites by using the iiNet Internet Security Webfilter button in the browser’s toolbar.

On the main page, click Settings
Select Internet > Parental Control
Select the Small child tab
Select Allow only selected sites. If this option is not selected, small children can browse all web sites and pages
Click View web sites
Select the Allowed tab
Click Add
In the Allow Web Site dialog box, type the address of the web page to which you want to allow access.

Examples:

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

You can block or allow web pages for your teenagers in a similar way.

How can I turn off Parental Control temporarily?

On the main page, click Settings
Select Internet > Parental Control
Clear the Turn on Parental Control check box.

Automatic updates

Is the iiNet Internet Security product updated automatically?

The product is updated automatically in the background every time you connect to the Internet. In this way, you always receive the latest updates to your computer. If your computer is offline when an automatic update is due, the updates are downloaded automatically the next time you connect to the Internet.

How do I know that I have the latest updates?

When automatic updates are turned on, the product receives the latest updates automatically when you are connected to the Internet. You can also check that you have the latest updates. To open the product, double-click the product icon at the bottom right corner of your screen. To check for the latest updates:

On the main page, click Settings
Select Other Settings > Automatic updates
Last update check displays the time of the latest update
Click Check now. The product connects to the Internet and checks for the latest updates. If the protection is not up-to-date, it retrieves the latest updates.

Note: If you are using a modem, or have an ISDN connection to the Internet, the connection must be active to check for updates.

Online Vault

Frequently asked questions

Size
Uses
General Queries

Size

How do I get more space?

A: Upgrades to your Online Vault plan are made through Toolbox. The Online Vault page on the iiNet website shows all available plans.

Is there a limit to how many files I can back up?

A: No, you can back up and restore as many files as you want up to your quota of space.

What happens if a file transfer times out?

A: You will need to restart the backup process. Files that have not been modified since last backup will be skipped and the backup will begin with files that were missed.

Uses

What can I store in my Online Vault?

A: Online Vault is for backing up personal files from your computer. This includes documents, emails, pictures, home movies, etc. It is your responsibility to ensure any files you back up are legal, and that copying them does not violate copyright or any other laws.

What can't I store in my Online Vault?

A: Online Vault is not for backing up data via network shares, installed programs, operating system files or data considered part of a "server" rather than a personal computer (eg database files).

Are there any files the program skips?

A: The online vault will skip files that are blocked by your operating system, firewalls, or files currently in use (eg a Word document currently open).

Can I back up files from a network?

A: No. The software is for backing up files on a local computer only.

Can I back up a USB stick or other external drive?

A: No. The software is for backing up content stored on your internal drives only. You will need to move the files from the thumb drive onto your computer before you can back them up. If you backed them up from the thumb drive and then remove the thumb drive the program will think the files have been deleted, and will mark them to be deleted from the Online Vault.

Can I run the Online Vault client on multiple computers?

A: Yes, Online Vault comes with multiple licences. Each Online Vault plan is currently able to be used on up to five (5) personal computers.

Can multiple users share the one lot of backup space?

A: No, each Online Vault account is for a single user. Any computer that has Online Vault on it with your account details will be able to access all files stored in the vault.

How easy is it to put the files back onto my computer?

A: Very easy. Simply click the “restore” button in the interface and the program will begin downloading the files onto your pc.

General Queries

Does Online Vault work on the Windows 8 Operating System?

A: Simple answer is yes. However the old version needs to be updated. Visit installing online vault for full instructions.

How long after signup until my service is ready?

A: Creating the service should take around 10 minutes after the Toolbox order is requested. iiNet will e-mail you when this is complete. The next step is to log-in to Toolbox, visit 'account tools', select 'online vault'. From here you will be able to Download the software and access your Licence ID. Visit installing online vault for full instructions.

What operating systems can I use Online Vault on?

A: Online Vault support the following operating systems: Windows XP, Windows Vista and Windows 7. Apple supported operating systems are Mac OSX Tiger, Leopard and Snow Leopard.

How long does an upload take?

A: Upload times vary depending on the speed of your internet connection, file size, other programs using the internet connection and the settings chosen within the program. With the default settings an average connection would upload about 2GB worth of data a day; a good connection could reach around 9GB a day.

How secure is the storage?

A: Very. Backing up or restoring files is done over an encrypted SSL connection, to ensure your files are secure, during transit. Your files are then stored on an F-Secure protected storage system, and can only be accessed with your email address & Licence ID or iiNet username & password.

How can I view my backed up files from another location?

A: If you log into toolbox, you can open a link to the Online Vault Web Portal. This will allow you to view your backups from any computer with a web browser & Internet connection.

How do I tell how much storage I've used?

A: Toolbox will show you a usage bar, which includes the number of MB used, and the percentage. The program itself has a pie-chart which gives you a quick indication of use.

When will a file be overwritten?

A: If a file has been modified since last back up the most recent version of the file will be backed up, replacing the old one. If the file is a document you can specify the number of versions you wish to keep so you can view more than just the latest update.

What happens to my backups if I cancel my Online Vault?

A: When your Online Vault is cancelled the backed up files are deleted, if the account was deleted in error a request to restore them may be possible but not guaranteed.

What happens when I delete the files from my computer?

A: If a file is no longer present to be backed up it will remain in the online vault until a specified number of days have passed and then the file will be removed. This number of days can be changed by the user with a maximum of 45.

What happens if my computer, with the client, is completely destroyed?

A: If the client is installed on another computer you can retrieve the files. Or log into the web interface on any computer you can if you need the files immediately.

Can I delete individual files from my Online Vault?

A: Yes. If you deselect any files you no longer need and use the clean up option these files will be deleted.

Do I have to manually select every file I want to back up?

A: No. The online vault can be set to back up all the files it can automatically. You can also chose from categories (like pictures and movies) to only back up certain file types.

Do my files just sit in the vault doing nothing?

A: Your multimedia files like pictures, videos and music can all be viewed and/or listened to through the online vaults web interface.

How do I backup “Program Files” or the “Windows” directory?

A. In “Settings” first tick “Show hidden files” then tick “Allow the backup of system files”.

What is backed up when I turn on “Office documents”, “Pictures and videos”, or “Music”.

A: Turning on these options will back up all the files on your internal hard drive that fit into the selected category. The file extensions for each category are:

Image : jpg,jpeg,tif,tiff,raf,nef,gif,bmp crw,cr2,raw,dng,orf,pef,ptx, ai,eps,cpt,cdr,cdx,png,psd, psb,psp,eps,dxf,fhd,fh9,graffle,wec,xar

Video: avi,mov,mpg,wmv,3gp, mp4

Music : wma,m4p,aac, mp3,wma,m4p,aac,m4a,ogg

Documents: xlsx,xlsm,xlsb,xls,xlt,xlm,xlw,xltx,xltm,xlam,qef,slk,csv (excel), dot,dotx,dotm,doc,docm,docx,asd,lex,msw,rtf,svd (word), accdb,mdb,accdt,accdr,accde,mda,ldb (access), xsn (infopath), pptx,pptm,ppt,potx,potm,pot,pps(PowerPoint), mpp,mpt,msproducer,mpc,mpv (Project), pub (Publisher), ppsx,ppt,pptx,pptm,pot,potx,potm,ppam,ppsm (Powerpoint 2007), awd (Fax at work), mny (Money), vsd,vst (Visio), one,onepkg,mht,mhtml (onenote), odb (Base), sxc,stc,ods,ots (Calc), odg,otg,sxd,std (Draw), odp,otp,sxi,sti (Impress), odf,sxm (Math), odt,ott,sxw,stw (Writer), odif,odm,off,sxg, txt,pdf

How do I change the email address for the service.

This needs to be done by approaching Solutions, an ETS or any other approach will not be successful.