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EastLink Internet Security Services FAQ

Before Installation

Installation

General Questions

Anti-Virus / Spyware Protection FAQs

Firewall FAQs

Parental Control FAQs

Spam Control FAQs

Browsing Protection FAQ's

Before Installation

  1. What system requirements are necessary to be able to use Eastlink Internet Security Services?
    To be able to use Eastlink Internet Security Services, your PC needs to meet the system requirements:
    For Windows 7 and Vista Processor with 2 Gigahertz
    Memory with 1 Gigabyte
    800 Megabytes of free hard disk space
    Internet Explorer 7.0 browser or newer
    For Windows XP Processor with 1 Gigahertz
    Memory with 512 Megabytes
    800 Megabytes of free hard disk space
    Internet Explorer 6.0 browser or newer
    Windows 98, Millennium, 2000 and MAC Eastlink Internet Security Services is not compatible
  2. Which operating systems does the service support?
    Eastlink Internet Security Services currently supports the following operating systems: XP, Vista and Windows 7. However, Eastlink Internet Security Services does not support the server versions of the above operating systems. Only Windows 2000 and Windows 2003 are server operating systems.
  3. Is Eastlink Internet Security Services available for Apple Macintosh?
    No. Eastlink Internet Security Services are only available for Microsoft Windows (workstation) operating systems.
  4. Is Eastlink Internet Security Services compatible with Windows 7?
    Yes, Eastlink Internet Security Services is compatible with Windows 7. Eastlink has upgraded to a new version of Eastlink Internet Security Services that supports Windows 7.

Installation

  1. How do I install the software?
    Complete installation instructions are here. To be able to activate the service, you will need the subscription key (xxxx-xxxx-xxxx-xxxx-xxxx), which is provided by Eastlink at the time you placed your order.
  2. I have subscribed to Eastlink Internet Security Services but cannot install my software. What are the possible reasons behind this?
    Here we list the most frequent reasons preventing the installation:
    • You still have old security software installed on your PC. This software should be removed before installing Eastlink Internet Security Services. Please remove this old security software manually.
    • Your PC might be infected with a virus, which prevents the installation of Eastlink Internet Security Services. To check your PC for viruses, go to the following address http://support.f-secure.com/enu/home/ols.shtml. Please use the Online Scanner to check your PC for possible virus infections and remove them.
  3. How do I uninstall the software?
    You can uninstall Eastlink Internet Security Services from the Start menu. Follow the steps below to uninstall:
    • Click on the "Start" menu.
    • Go to "Settings" (skip this step if you are using Windows XP).
    • Open the "Control Panel".
    • Double-click "Add/Remove Programs".
    • Select the existing Anti-virus program in the list of software.
    • Click "Add/Remove".
    • Follow the prompts to remove the Anti-virus program.
      Note: If prompted to remove shared files, click "Yes to all".
    • Restart your computer.
  4. After I installed the product and re-booted, the computer seems to freeze and does not react. What is happening?
    You most likely installed the application on top of an existing antivirus or firewall application, which was not automatically removed by the system during the installation. You will need to reset the computer and start the system in Safe Mode (reboot computer, after a few seconds the system will ask you whether or not to go into the booting options by pushing a function button). Once selected the Safe Mode, you will need to uninstall the old antivirus and/or firewall application through the Control Panel.
  5. I have received an e-mail about a virus. The message says that the virus is really dangerous. What can I do?
    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 F-Secure web pages at http://www.F-Secure.com/virus-info/.
  6. After installation or an upgrade I still can't access or locate Eastlink Internet Security Services on my computer. What is wrong?
    It is possible that the download process of the software package was not finalized completely. As a result, some of the necessary Eastlink Internet Security Services components have not yet been installed. You will need an active Internet connection to proceed with the remaining download before finalizing the installation.
  7. After installation of Eastlink Internet Security Services, I have no access to the Internet or my e-mail. Why?
    One possibility is that you have denied your browser's network connections. To verify this, open the "Advanced" settings of your Firewall. On the "Application Control" pain, you will see a list of allowed and denied applications. Check that the "Access" rule is on the "Allow" mode for your browser, for example "iexplore.exe" if you are using Internet Explorer.
  8. I have no access to certain Internet sites after installation of Eastlink Internet Security Services. Why?
    In case this is caused by Parental Control, you will see a notification "This webpage has been denied by Parental Control". In this case, please check your Eastlink Internet Security Services Parental Control "Advanced" settings, so that access to the Internet sites you are trying to access is allowed. You can also manually allow or deny access to defined sites in the Parental Control "Advanced" settings.

General Questions

  1. Does Eastlink Internet Security Services work with another antivirus or firewall software, which was previously installed on my computer?
    No. You cannot have two of the same service components from different vendors installed on your PC (e.g. two antivirus solutions from different vendors). You must remove any other anti-virus or firewall software before installing Eastlink Internet Security Services. Eastlink Internet Security Services will automatically detect and remove your existing antivirus and/or firewall software during the installation.
  2. Do I have the option to turn on or off services such as Firewall, Parental Control and Spam Control?
    Yes - In the case of Parental and Spam Control you have the option to turn these services on and off during the install process. However, in the case of Firewall, this service cannot be turned on and off; instead, you would need to change the settings after the install process is complete. If you wish to turn Firewall off please set the service to "allow all" setting, which will allow all traffic.
  3. I have a shared Internet connection; can I use Eastlink Internet Security Services on all the computers?
    Yes, Eastlink Internet Security Services allows you to install the service on up to three PCs.
  4. What happens if I attempt to add a fourth computer using my subscription key?
    You will receive a notice indicating that the subscription number is already in use by another installation. Please call Eastlink to have your key re-issued to allow set up on up to three computers.
  5. Can I give a copy of the software to a friend?
    No. Each installation of the service needs to be made using a subscription key. If your friend installs the service using your subscription key, your installation will stop working. Distributing Eastlink Internet Security Services without permission is against copyright laws.
  6. I formatted my hard drive. Do I need to register again?
    No you do not need to register again for Eastlink Internet Security Services. If you still have your subscription key (xxxx-xxxx-xxxx-xxxx-xxxx) you can reinstall the services and use the same subscription number.
  7. Is the service really updated automatically?
    Yes. Eastlink Internet Security Services updates itself automatically. However, you need to be connected to the Internet.
  8. 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?
    If this happens, you may need to change your active security level. To change your active security level, open the Eastlink Internet Security Services user interface by clicking the Eastlink Internet Security Services icon in the right-hand corner (in the System Tray). Click "Firewall" button, click the "Advanced" link. Afterwards, choose the "Normal" security level. If this does not help, you may need to open a port through the firewall for the network game or peer-to-peer software. For instructions, see How can I open a port through the firewall?. If this does not help, try turning off the advanced process monitoring setting in DeepGuard. To do this:
    1. On the main page, click Advanced settings.
    2. Select Computer > DeepGuard.
    3. Clear Use advanced process monitoring.
    4. Click OK.
  9. I have many files with extensions "0xe" or "0ll" on my hard drive. What are these files?
    These files were originally viruses that have been renamed by Eastlink Internet Security Services in order to prevent them from infecting your computer. Disinfection was not possible because these files were 100% virus code and Eastlink Internet Security Services renamed them automatically by giving them an .0xe or 0ll extension. Renamed files (like "0xe" or "0ll") still contain malicious code, but they cannot spread or harm your computer anymore. You can delete the files manually or let Eastlink Internet Security Services remove them automatically.
  10. Does IRC (Internet Relay Chat) work with Eastlink Internet Security Services?
    Yes. If the firewall profile under Network connections is set to Normal, the product allows IRC by default. If you are using another firewall profile, or have added your own firewall rules or services, check that Service IRC and Service IDENT traffic is allowed in both directions for the selected firewall profile.
  11. Why does downloading Eastlink Internet Security Services updates take so long?
    If you are browsing other websites while the download is taking place, this will slow down the download speed.
  12. How do I know that I have the latest update?
    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:
    1. On the main page, click Settings.
    2. Select Other Settings > Automatic updates.
    3. Last update check displays the time of the latest update.
    4. 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.
  13. Why is my PC a little bit slower than before installation?
    Your Eastlink Internet Security Services will take a small portion of free resources from your PC. This might cause a minor slowdown of your computer. However, Eastlink Internet Security Services will not affect your everyday PC use.
  14. How do I know that the software is properly installed and running?
    Please check the Eastlink Internet Security Services icon displayed on your Windows system tray, which can be found on the bottom right corner of your screen. If the product installation is still ongoing you can see an indication above the icon. In case of product malfunction or out-of-date databases, the icon will change accordingly.
  15. How can I check that my Eastlink Internet Security Services is valid and that automated updates are working?
    You can check the status of Eastlink Internet Security Services by double clicking on the icon in the Windows system tray. Now you will see the main settings of the program. If the status of Eastlink Internet Security Services is shown as "Protected" and the rest of the settings show a green light, the service is well functioning. If the status lights have switched to yellow or red, please refer to the user manual for further assistance.
  16. Is my Eastlink Internet Security Services compatible with Microsoft Windows XP ServicePack 2 Security Center and the operating system's internal firewall?
    Yes, it is compatible. After Eastlink Internet Security Services installation, it is not necessary to have the Windows XP internal firewall enabled anymore.

Anti-Virus /Spyware Protection FAQs

  1. Eastlink Internet Security Services Virus Protection has detected a virus in the "System volume information" or the "_RESTORE" folder, but it cannot disinfect, rename or delete the infected file. What can be done to get access to those files?
    "System Restore" is a feature of Windows XP and Windows ME and if the virus infects the computer, it is possible that the virus could be backed up in the system restore folder. You need to disable "System Restore" and here are steps how to do it: Windows XP 1. Select My Computer (right click). 2. Select Properties. 3. Select the System Restore tab. 4. Select "Turn off System Restore". 5. Press Apply. 6. Press OK. 7. Restart the computer.8. Scan all hard drives and all files with Eastlink Internet Security Services. When you have scanned all files and disinfected them, please go through those steps again and turn on the system restore.
  2. Should I manually scan my hard disks on a daily basis?
    No, this is not necessary. The Anti-Virus solution includes real-time scanning, which means that your system is scanned for viruses real-time. You can scan manually for viruses by defining a "Scheduled Scanning" routine. To do this; open the "Advanced" settings of the Virus Protection, go the "Scheduled Scanning" and define the scanning routine. Be aware that the "Enable scheduled scanning" check box is checked.
  3. How do I update the databases of Eastlink Internet Security Services?
    Eastlink Internet Security Services automatically updates itself, no user interaction is needed. If you are using a modem, automatic updates are performed every time you connect to the Internet. If you have a broadband connection, updates are checked once per hour. In case you want to manually check if there are new updates available, choose on the 'Automatic Updates' button and click the "Check Now" link.
  4. My Eastlink Internet Security Services Virus Protection manual scanning is very slow or does not finish at all. Why?
    If you are running other operations on your PC at the same time this situation can occur. These other operations could be maintenance programs, such as scandisk or disk de-fragmentation. Please stop running other software activities in case you want the scanning to go faster.
  5. What is spyware?
    Spyware is software that can record and send through Internet your keystrokes, history, passwords, and other confidential and private information.
  6. How to protect against spyware?
    Eastlink Internet Security Services has a real-time spyware scanning enabled by default combined to Anti-Virus protection. You may also run a seperate manual scan for spyware.
  7. I have lots of spyware found every time I scan the computer.
    Most likely the majority of spyware items are so called tracking cookies. Cookies are items in Internet browsers that web sites use to save some information on the users computer.
  8. Software I've been using doesn't function after cleaning spyware from my computer.
    Some software you use may contain spyware and after cleaning spyware from the computer that software might not function properly. If you choose to continue using the software despite of the spyware, you can restore the quarantined spyware. After restoring it, you can make a manual scan for spyware and choose to exclude the needed spyware. Then it won't be found in real-time scanning or manual scans. Please note that if you choose to delete the detected spyware, it is not possible to restore it anymore.
  9. How to delete quarantined spyware?
    This is how you can delete permanently quarantined spyware:
    1. Open main user interface.
    2. Choose Virus & Spy Protection.
    3. Click Configure on the line Quarantined Spyware.
    4. Select the spyware to delete by clicking the line and click Delete button.

Firewall FAQs

  1. What is "Firewall"?
    The Firewall lets the safe Internet traffic pass while blocking the dangerous Internet traffic. It protects your computer against hackers and malicious Internet traffic such as worms and Trojan horses. The Eastlink Internet Security Services "Firewall" includes the following components: firewall, application control, intrusion prevention and dial-up control.
  2. What is the difference between "Firewall security levels" and Firewall rules?
    Eastlink Internet Security Services includes several "Firewall Security Levels" that enable the end-user to allow more flexible or severe security policies. Every "Firewall Security Level" is composed out of a set of pre-configured "Firewall Rules". Expert users may create their own "Firewall Rules" to modify the "Security Level".
  3. How can I change my security level in Eastlink Internet Security Services?
    Double-click the Eastlink Internet Security Services icon on your system tray in the bottom right corner of your screen. On the Eastlink Internet Security Services main menu, choose Firewall. Then click on the "Advanced" link on the bottom right corner. In the "Advanced" window, choose your preferred "Firewall Security Level". After selecting your preferred security level, click on the "Apply" button.
  4. How do I change the Firewall rules?
    Double-click the product icon at the bottom right corner of your screen. 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 opens. 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.
  5. I want to allow all traffic (temporarily). How do I do this?
    Note: Your computer is not protected when you allow all network traffic. To allow all network traffic, right-click the product icon at the bottom right corner of your screen. Select Unload from the menu. To allow all Internet traffic, select Unload and allow all network traffic. To restore your security again, right-click the product icon and select Reload.
  6. Why is my FTP software not functioning after Eastlink Internet Security Services installation?
    You have to add a new, outbound firewall rule to your firewall profile. To add a new rule for the FTP software, 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.
  7. How do 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. On the main page, click Tasks, then click Open firewall 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.

Parental Control FAQs

  1. Why do I need the Parental Control password?
    If Parental Control is enabled, the Parental Control password is necessary for every change in Eastlink Internet Security Services settings. Even the user interface of the service cannot be opened without the password.
  2. How can I change the Parental Control settings?
    New rules can be added from the advanced settings of Parental Control. On the Parental Control tab click on the allowed and denied website link. This will open a view listing all visited, allowed and denied websites in their own tabs. New sites can be added to allowed or denied lists using the add button. If you are using Internet Explorer, new sites can be listed as allowed or denied using the Eastlink Internet Security Services webfilter button in the browsers toolbar.
  3. How do I turn off Parental Control temporarily?
    Note: You need the Parental Control password for changing all Parental Control settings. To turn off Parental Control temporarily, On the main page, click Settings. Select Internet > Parental Control. Clear the Turn on Parental Control check box.
  4. The Parental Control time lock is blocking the connection to the internet. What can I do?
    When the time lock blocks the connection to the Internet, the web browser shows a block page which says that the time lock is active and the Internet cannot be accessed. To extend the browsing time, On the Time Lock Block Page that opens in your browser, click Extend Internet browsing time. In the dialog box, enter your Parent password, and click OK. In the Time Lock dialog box, schedule a time, and click OK. Tip: In Internet Explorer, you can also extend browsing time by using the Parental Control menu button.
  5. I have forgotten my Parental Control password, how can I access the Eastlink Internet Security Services settings?
    In case you have forgotten your password, you can access the Eastlink Internet Security Services settings by using your subscription number.

Spam Control FAQs

  1. How can I change Spam Control settings?
    To access Spam control settings, please click the advanced link of the main user interface, this will open the advanced settings screen. Click on the Spam control link on the left side menu to open the tree structure. In order to view or configure allowed or denied sender, click on the corresponding link on the left. New allowed or denied e-mail recipients can be added by using the add button. For further instructions please click the help button on the bottom left corner of your Eastlink Internet Security Services window.
  2. How do I block spam from a certain address?
    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. 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 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 blocked 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. Browsing Protection FAQ's

Browsing Protection FAQ's

  1. How does browsing protection work?
    Browsing protection protects your computer on several levels:
    • Safety ratings for web sites: You can see safety ratings for web sites listed on search engine results and in web mail content. The safety ratings help you avoid web sites that contain security threats, such as malware (viruses, worms, trojans). They protect you against the latest Internet threats that are not yet recognized by traditional antivirus programs. The safety rating for a site can be one of the following: safe, suspicious, harmful or unknown.
    • Exploit shields: Exploit shields protect your computer against vulnerabilities that have been found in programs installed on your computer. Exploit shields identify and prevent malicious web sites from using such vulnerabilities to, for example, force an unauthorized download that contains malware.
    • Process monitoring (in DeepGuard): DeepGuard monitors and blocks attempts to load malware into your web browser. If the browser becomes infected, the functionality of a trusted web site can change. For example, it may start asking for your password.
  2. I do not want to see safety ratings for website anymore. How can I turn them off?
    You can turn safety ratings off by disabling the browsing protection toolbar in your web browser. To do this, in Mozilla Firefox: Select Tools > Add-ons. Next to Browsing Protection Toolbar, click Disable. In Microsoft Internet Explorer: Select Tools > Internet Options. Click the Programs tab. Click the Manage Add-ons button. Select Browsing Protection Class. Select Disable and click OK. Select Browsing Protection Toolbar. Select Disable and click OK.