PC SECURITY SHIELD – TROUBLESHOOTING TIPS




INSTALLATION ISSUES

Q1. ERROR / SYMPTOM: Cannot activate PC Security Shield. / Get an error message that states “No connection was found. Please make sure your computer is connected to the Internet”

Ans.:
Run tools like Downadup and FSMRT tools to resolve the issue
Step1: Run the ‘Downadup’ Tool

Click on http://mybusiness.tataindicombroadband.com/Downloads/pcs_d_140509.exe

Save the file on your C: (C drive)
Access the command prompt by following steps listed below:
1. Click on Start
2. Click on Run
3. Type “cmd” and then click on OK
4. Make sure that the command prompt in on C drive. If it is not, please type c: and the press Enter

Type “pcs_d_140509.exe –disinfect”
The EXE file will launch
Run the tool and remove the ‘Downadup’ virus

Step 2: Run the ‘FSMRT’ tool
Click on http://mybusiness.tataindicombroadband.com/Downloads/pcs_smrt_140509.exe

Save the file on your desktop for convenience
Double click on the EXE file and launch it
Follow the step by step instructions to remove other variants of ‘Downadup’ and other complex viruses that may cause the error

Once you run both tools, please make sure that you are connected to the internet and try activating the software again with the same license key.


Q2. ERROR / SYMPTOM: Cannot uninstall the existing anti-virus software

Ans.:
Use the relevant un-installation tool to resolve the issue

Please visit http://forum.lowyat.net/topic/921917
Select the relevant un-installation tool
Save the file on your desktop for convenience
Double click on the EXE file and launch it
Follow the step by step instructions to uninstall the existing anti-virus product


Q3. ERROR / SYMPTOM: There are many viruses on PC. Would like to clean them before installing PC Security Shield

Ans.:
Run tools like Easy Clean and FSMRT tools to resolve the issue

Step 1: Use Easy Clean
Download the Easy Clean tool by clicking on the link below http://mybusiness.tataindicombroadband.com/Downloads/Tools/fseasyclean.exe

In the download dialog box, click on Save
Save the file on your desktop for convenience
Double click on the file and click on Run
Once you run the tool, it will detect / clean the complex malware from your PC

Note: If the infected file / virus cannot be cleaned, you can select the ‘Quarantine’ option’. Once it is quarantined, it will not cause any damage to your PC.

Step 2: Use the FSMRT tool
Download the FSMRT tool by clicking on the link below http://mybusiness.tataindicombroadband.com/Downloads/pcs_smrt_140509.exe

In the download dialog box, click on Save
Save the file on your desktop for convenience
Double click on the file and click on Run
Once you run the tool, it will detect / clean the complex malware from your PC


POST-INSTALLATION ISSUES

Q4. ERROR / SYMPTOM: Automatic update appears as failed / you cannot get updates

Ans.:
Step 1: Check if can access the update server
To see if you can access the update server, please make sure you are connected to the internet and then copy the link below in your browser (Internet Explorer / Firefox)
http://fsbwserver.f-secure.com
If you are able to reach the update server, you will see the message below:
“You are accessing a BackWeb channel (it is not a normal Web site).”

If you cannot reach the update server, kindly check your network or firewall settings to determine what is blocking the connection to the update server.

Step 2: Use the automatic update agent reset tool
Kindly download AUA reset tool by clicking on the link below
http://mybusiness.tataindicombroadband.com/Downloads/Tools/fsaua-reset.exe
In the download dialog box, click on Save
Save the file on your desktop for convenience
Double click on the file and click on Run
Once you run the tool, it will reset the virus updates
You can click on ‘Update’ and try and fetch the updates again


Q5. ERROR/ SYMPTOM: The system is not functioning properly after installation of PC-Security Shield

Ans.:
Step 1 : Check the PC’s system configuration
Check if the PC meets the minimum system requirements of PV Security Shield.

Recommended System Requirements Operating System:
Windows 2000-SP4 / XP / Vista 32-bit
Processor: Windows 2000 / XP Intel Pentium III 1GHz or higher, Windows Vista 2GHz or higher
Memory: Windows 2000/XP 512 MB, Windows Vista 1 GB
Disk space: 800MB free HD space (500 MB for Anti-virus only)
Display: 16-bit or more (65000 colors)
Internet Connection: An Internet connection is required in order to validate your subscription and receive updates
Browser: Internet Explorer 6.0 or newer

Minimum System Requirements Operating System:
Windows 2000-SP4 / XP / Vista 32-bit
Processor: Intel Pentium III 600Mhz or higher
Memory: Windows 2000/XP 256 MB, Windows Vista 512 MB
Disk space: 500MB free HD space (300 MB for Anti-virus only)
Display: Min. 8-bit (256 colors)
Internet Connection: An Internet connection is required in order to validate your subscription and receive updates
Browser: Internet Explorer 6.0 or newer

If the PC does not meet the minimum system requirements, it is better to uninstall the product.

Step 2:
Run the F-Secure Diagnostic Tool The F-Secure diagnostics tool (FSDIAG) gathers vital information from your system and generates a collection of log files. This data contains information about the product, as well as operating system logs and system settings. In some cases this information might be considered confidential. All data collected by the FSDIAG is stored locally. You will need to send the FSDIAG to our support engineers who will use it to solve technical problems specific to your computer.

To download the diagnostic tool, click on the link below http://mybusiness.tataindicombroadband.com/Downloads/Tools/fsdiag/fsdiag.exe
In the download dialog box, click on Save
Save the file on your desktop for convenience
Double click on the file and click on Run
Once you run the tool, it will generate an output file on your desktop
Send the file via email to om.content@tatacommunications.com


Q6. ERROR / SYMPTOM: Updates are taking too long to download

Ans.: Use the offline update tool

Download the offline update file by clicking on the link below http://mybusiness.tataindicombroadband.com/Downloads/Tools/fsdbupdate.exe

In the download dialog box, click on Save Save the file on your desktop for convenience Double click on the file and click on Run Once you run the tool, it will update the PC Security Shield client with most of the latest updates. Note: The software will still need to download a few updates to be fully protected

Q7. ERROR / SYMPTOM: Cannot uninstall PC Security Shield

Ans.: Use the un-installation tool

Download the un-installation tool by clicking on the link below http://mybusiness.tataindicombroadband.com/Downloads/Tools/UninstallationTool.exe

In the download dialog box, click on Save Save the file on your desktop for convenience Double click on the file and click on Run Once you run the tool, it will uninstall PC Security Shield It is recommended to restart your PC once you have finished


Q8. ERROR / SYMPTOM: Virus detected but not being cleaned / deleted (Action failed)

Ans.:
Step 1:
Use tools like Easy Clean and FSMRT to resolve the issue
Use Easy Clean

Download the Easy Clean tool by clicking on the link below http://mybusiness.tataindicombroadband.com/Downloads/Tools/fseasyclean.exe

In the download dialog box, click on Save
Save the file on your desktop for convenience
Double click on the file and click on Run
Once you run the tool, it will detect / clean the complex malware from your PC

Note: If the infected file / virus cannot be cleaned, you can select the ‘Quarantine’ option’. Once it is quarantined, it will not cause any damage to your PC.

Step 2:
Use the FSMRT tool

Download the FSMRT tool by clicking on the link below
http://mybusiness.tataindicombroadband.com/Downloads/pcs_smrt_140509.exe

In the download dialog box, click on Save
Save the file on your desktop for convenience
Double click on the file and click on Run
Once you run the tool, it will detect / clean the complex malware from your PC