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Mobile Security
 
 

FAQ's

Mobile Security is the easiest & most efficient way to get the required protection for Businesses, which allows automated distribution of the antivirus updates directly to the mobile device over a secure wireless connection.

Mobile Anti-Virus (for S60) | Mobile Security (for S80) | Mobile Anti-Virus (for Windows Mobile)

Mobile Anti-Virus (for S60)

Installation / Uninstallation
  1. What phone models are supported by Mobile Security?

  2. Which version should I use for the phone model "X"?

  3. My device is not listed. Will my device be supported?

  4. My Nokia 6600 browser is unable to download the 'sis-file'. The error message "Service unable to perform operation" is displayed. What should I do?

  5. Where can I find the installation packages?

  6. I'm unable to install. When starting the installation, I get error message "certificate revoked for this application" is displayed. What can I do?

  7. My phone memory is full; can I install the F-Secure Mobile Anti-Virus to the memory card?

  8. I cannot uninstall Mobile Anti-Virus from the Application Manager. How do I uninstall?
Activation
  1. I am unable to connect to the update server and / or activate the F-Secure Mobile Anti-Virus. Why?

  2. I get the error: "Unable to transfer subscription to this device!" What should I do?
Updates
  1. How can I update the virus definitions?

  2. How much data traffic do the automatic updates generate?

  3. I do not want to use GPRS. Can I use other methods to activate / update the virus definitions manually?

  4. The message "Automatic update failed (-1, 0)" appears in the log. What is wrong?

  5. During Mobile Anti-Virus upgrade the download always stops at "X" KB and will not continue? Why?
Purchasing & Subscription
  1. How can I buy / renew the license?

  2. Can I use the same license with another device?
General Use
  1. How can I manually remove the installation?

  2. My phone was reset. How can I restore the F-Secure Mobile Anti-Virus?

  3. How can I contact support?
Interoperability
  1. F-Secure Mobile Anti-Virus will not start after installing Apple iSync agent. Why?

  2. I installed F-Secure Mobile Anti-Virus and another verdor's anti-virus software to the same device. Now my phone will not start. What can I do?
Virus Handling
  1. I think my phone is infected with a virus. What should I do?
Installation / Uninstallation
  1. What phone models are supported by Mobile Security?

    The supported models are listed next to the corresponding download links. Please click here URL:

  2. Which version should I use for the phone model "X"?

    The software application interface varies from phone to phone, even if the phones are running the same user interface (UI) specification version, e.g. Series 60. For this reason, F-Secure Mobile Anti-Virus needs to be tested and possibly re-implemented for every supported phone model. If the model is not listed, you cannot install a version designed for other models.

  3. My device is not listed. Will my device be supported?
    We are looking forward to expanding the variety of the supported phone models. Please keep visiting ____________ to stay informed about our new products

  4. My Nokia 6600 browser is unable to download the 'sis-file'. The error message "Service unable to perform operation" is displayed. What should I do?

    This is a bug of the Nokia 6600 browser in firmware version 3.42.1. (You can check your phone's firmware version using the code *#0000#.) This error occurs occasionally if you have several applications open and try to download large *.sis files. The 'DocumentHandler' saves the file to d:\system\temp and there is not enough space, causing the error. The bug was corrected in firmware version 4.09.1. Please refer to your phone manufacturer for the firmware upgrade.

  5. Where can I find the installation packages?

    All the downloads can be found at the URL:

  6. I'm unable to install. When starting the installation, I get error message "certificate revoked for this application" is displayed. What can I do?

    Please check that the phone date settings are correct. The certificates of the phone could be corrupt or outdated. Refer to the phone manufacturer for a fix or firmware upgrade.

    Note: Phones manufactured prior to Q1 2004 may not have the certificated delivered on the phone. Some manufacturers are providing a small application that will enable the introduction of the certificate to these phones. Please refer to the manufacturers' web site for available downloads of such an application.
    https://www.symbiansigned.com/app/page/faq

  7. My phone memory is full; can I install the F-Secure Mobile Anti-Virus to the memory card?

    F-Secure Mobile Anti-Virus can be installed only to the phone memory (C-drive). Try removing programs and data you do not need or move them to the memory card. F-Secure Mobile Anti-Virus requires approximately 800KB of free memory to run and an additional 800KB on any drive to store the installation package. You can delete the installation SIS package once installed.

  8. I cannot uninstall Mobile Anti-Virus from the Application Manager. How do I uninstall?

    You cannot remove F-Secure Mobile Anti-Virus through application control. This action is restricted for security reasons; some viruses try to remove existing antivirus installations. To uninstall F-Secure Mobile Anti-Virus: Open the F-Secure Mobile Anti-Virus main view. Scroll down the menu and select the option 'Uninstall'. This will start the uninstallation of the product.


Activation
  1. I am unable to connect to the update server and / or activate the F-Secure Mobile Anti-Virus. Why?

    The error message generally states, "F-Secure Mobile Anti-Virus does not have a required connection to the update/validation server". Probably this is caused by incorrect GPRS settings. In some rare cases, the mobile operator (your Service Provider, such as Vodafone or Airtel) has restricted the connection. Other possible failure causes include significantly incorrect date settings or an active GPRS session utilizing other access points. If another GPRS session is active, terminate the connection and try again.

    To troubleshoot the connection, follow these steps:
    1. Check that the date settings of your phone are correct.
    2. Close all open connections from Connection Manager.
    3. Try connecting using your mobile operator's Internet access point. If there is no Internet AP defined, create one with the frequently used values Connection name: Internet, Access Point Name: internet
    4. To test the connectivity with your mobile browser, try accessing this site: https://msp.f-secure.com/web-test/
    5. If you cannot access the test page with your mobile browser, then the phone's GPRS settings are incorrect. You can use the Nokia Settings wizard to get the correct connection settings from the URL: http://www.nokia.com/nokia/0,,71993,00.html
      You can also ask your local mobile operator for the correct GPRS settings. When the connection settings are defined, usually the Internet-profile is the one that should be used.
    6. If you can see the test page, the connection profile you used is correct and should be defined as the Internet access point for the Mobile Anti-Virus:
      Anti-Virus -> Options -> Settings -> Update -> Internet access point
    7. If accessing the test page displays an error message about missing certificate, there is a problem with the phone's built-in certificates. You can check this from the Certificate management: Settings -> Security -> Certif. Management
      You should see several VeriSign Class 3 Public Primary Certificates. One of them should have a serial number starting with 70BAE... Check from the trust settings of this certificate that the value "Internet" is set as "Yes". If the certificate is missing, please refer to your phone manufacturer for a firmware upgrade. Note: If you are experiencing problems with Mobile Anti-Virus version 2.20.11510 or older, please download and install the latest version. Builds after 11510 have major improvements in the access point handling.

  2. I get the error: "Unable to transfer subscription to this device!" What should I do?

    This error message is displayed when the update server cannot authenticate the subscription with the IMEI code of your phone. Reason for the authentication failure is that there have been more than three attempts to move the F-Secure Mobile Anti-Virus installation and service subscription to another device. After three device changes the subscription will not activate in a new device. If you need to transfer the subscription more than three times, please contact support. See the FAQ item "Can I use the same licence with another device?" for further information.
     
Updates
  1. How can I update the virus definitions?

    You can manually update F-Secure Mobile Anti-Virus whenever you want, or you can configure it to automatically download updates every time there is an active connection to the Internet. F-Secure Mobile Anti-Virus does not open a connection, but it recognizes a connection being opened by, for example, a Web browser. If the automatic update feature is activated, F-Secure Mobile Anti-Virus will fetch the updates in the background. If you have registered your phone number, the virus definition updates are sent in urgent cases also via SMS messages.

  2. How much data traffic do the automatic updates generate?

    When the Automatic Update feature is enabled and when the connection to the Internet is active, F-Secure Mobile Anti-Virus checks for updates once a day. Depending on the amount of available updates, each check generates 9-20 KB. For example, if you are connected to the Internet at least once a day, automatic updates generate approximately an extra 400 KB a month.

    When an updated application is available, F-Secure Mobile Anti-Virus displays the amount of data to be downloaded and prompts you for confirmation before starting the download. You can also initiate application updates manually from the main user interface, and then, the prompt for confirmation is not displayed.

  3. I do not want to use GPRS. Can I use other methods to activate / update the virus definitions manually?

    The clients connecting are authenticated and verified with many factors, such as the IMEI code (serial number) of the phone and the subscription number. It is impossible to update the definitions manually without an Internet connection directly from the phone. Some phone models also have WLAN integrated, which Mobile Anti-Virus can utilize. There is 3rd party software that enables the phone to use the PC Internet connection when connected, but this kind of software are not tested nor supported.

  4. The message "Automatic update failed (-1, 0)" appears in the log. What is wrong?

    You might see this kind of entries in the log:

    02/01/2006 08:42
    Automatic update failed (-3, 2)
    30/12/2005 10:10
    Automatic update failed (-1, 0)
    28/12/2005 20:48
    Manual update complete
    28/12/2005 09:22
    Automatic update failed (-1, 0)
    24/12/2005 20:20
    Automatic update failed (-1, 0)

    There is no single reason causing the automatic update to fail. When there is a GPRS connection open, the Mobile Anti-Virus will try to connect to the update server regardless of the access point. In most cases these entries are generated when connected to an MMS and sometimes when you are connected to a WAP access point. When a MMS message is sent or received, a GPRS connection is opened to the MMS access point. Usually connections via MMS access point are restricted to the MMS gateway, and when the Mobile Anti-Virus tries to connect to the update server the connection will fail. If the update check is performed successfully when you force it from the user interface, then this is probably the case and you can ignore these messages.

  5. During Mobile Anti-Virus upgrade the download always stops at "X" KB and will not continue? Why?

    Some mobile operators have set a restriction to the maximum file download size through secure (SSL) WAP connections when using the WAP access point. Try using the Internet access point.

Purchasing & Subscription
  1. How can I buy / renew the license?

    You can visit http://mybusiness.tataindicombroadband.com/Mybusinessv3 to buy/renew the license key. After completing the buying process a new license key will generated. Use this license key to install F-Secure’s Mobile Security or if the application is already installed, click on ‘Renew’ to enter the new subscription key.

  2. Can I use the same license with another device?

    The license is device specific, and the device is verified from the IMEI code (serial number). You cannot use the same license in two devices at the same time. If the same subscription key is used when activating a new setup, the license is transferred to the new setup. You can transfer the license to another phone up to 3 times. After 3 transfers the subscription code will no longer activate in a new device. The subscription is also verified during the Anti-Virus definition update check. If you are using the same subscription code in two devices, the subscription code will be locked to the last device after 3 updates.

General Use
  1. How can I manually remove the installation?

    Removing the installation manually is not recommended. If you are having problems uninstalling the Mobile Anti-Virus, please refer to the following FAQ entry:
    "I cannot uninstall F-Secure Mobile Anti-Virus from the Application Manager. What should I do to uninstall?" Remove the installation manually only if it is requested by the support. To do this, you need a 3rd party file explorer such as FExplorer.

    - Shut down the Mobile Anti-Virus: Anti-Virus -> Menu -> Exit
    - Remove the following files and folders:
    system\apps\antivirus\
    \system\bif\avbiolcons.mbm
    \system\bif\fsbiomessage.bif
    \system\fs\
    \system\help\antivirus.hlp
    \system\install\anti-virus.bak
    \system\libs\FS\
    \system\libs\fsbiomessageviewer.dll
    \system\parsers\fsbiomessageparser.dll
    \system\recogs\fsrec.mdl

  2. My phone was reset. How can I restore the F-Secure Mobile Anti-Virus?

    You can restore the subscription status by using the same subscription key in the new installation. After the system re-flashing, download the latest '.sis-install' package from http://mybusiness.tataindicombroadband.com/Mybusinessv3 and enter your subscription number when requested during set-up. The license status will be checked from and confirmed by the server.

  3. How can I contact support?

    In case of a problem with F-Secure Mobile Security, please mail to Customer Support at : customerservice@tatacommunications.com

    To help us to help you, please provide the following information:
  1. Problem description
  2. Phone model
  3. The subscription code
  4. The IMEI code of the phone (you will see it with code *#06#)
  5. Your mobile telephone number in international format
  6. The version of your F-Secure Mobile Anti-Virus
  7. The firmware version of the phone (you will see it with code *#0000#)
  8. List of all the other software that is installed in the phone memory

Interoperability
  1. F-Secure Mobile Anti-Virus will not start after installing Apple iSync agent. Why?

    The phone will wait until the phone start-up process has ended before launching Mobile Anti-Virus. Apple iSync agent leaves the start-up process incorrectly open, thus preventing the Mobile Anti-Virus to start. This issue will be solved when Apple fixes this defect in the iSync agent.

  2. I installed F-Secure Mobile Anti-Virus and another verdor's anti-virus software to the same device. Now my phone will not start. What can I do?

    Installing two anti-virus software to the same device can cause severe conflicts. You must start the phone without loading the F-Secure Mobile Anti-Virus in the start-up and then remove the conflicting anti-virus software.

    1. Restart the phone.
    2. After inputting the PIN-code, hold the Shift (the pen key) pressed and press the 'C'-key multiple times.
    3. F-Secure Mobile Anti-Virus will not be loaded, and the phone will start normally.
    4. Remove the conflicting anti-virus software.
    5. Restart the phone.

    Note: Symantec Mobile Anti-Virus must be disabled manually before it can be uninstalled:

    1. From the Symantec GUI, disable "Protection" and "Firewall".
    2. Select "Exit" to close the Symantec Mobile Anti-Virus.
    3. Uninstall Symantec Mobile Anti-Virus from the application manager.
    4. Restart the phone.


Virus Handling
  1. I think my phone is infected with a virus. What should I do?

    If you suspect a virus infection, check the following:

    1. Find out where the infection came from; did you receive it via Bluetooth, MMS, or was it downloaded from the Internet?
    2. Check the process list (by holding the menu button pressed), and terminate all unknown processes (by selecting the process and pressing the 'C'-button).
    3. Check if the Bluetooth icon is activated? Are other phones in close range getting Bluetooth connection attempts?
    4. Have people in your phonebook been receiving MMS messages with attached '.sis-files' from you?
    5. Does the phone menu work? Does it show something unusual? Does the Application Manager work?
    6. Do the symptoms resemble the most common mobile viruses (Cabir, Commwarrior, Skulls)? For more info on these, please see:
      - http://www.f-secure.com/v-descs/cabir.shtml
      - http://www.f-secure.com/v-descs/commwarrior.shtml
      - http://www.f-secure.com/v-descs/skulls.shtml

      To make a full system virus scan: Install the F-Secure Mobile Anti-Virus, update the virus definitions, and do a full system scan.
 
             
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