Common Topics

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Issue: I have an F-secure product on my Windows but there are two blue arrows on the file / folder. Why?  Resolution: This mean that Windows has compressed that folder.  This is not something unique to F-Secure nor does F-Secure do this. If you would like to know more, please contact Microsoft.  Here is a discussion thread from Microsoft about the same question.  Article no: 000018814
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Issue: I have made two separate orders for the same F-Secure product that are paid. I need only one, can I get the other canceled and refunded? Resolution: Please contact F-Secure Customer support and provide them with the reference numbers for your purchases, or your email address. We can give a full refund if it's fewer than 30 days from the purchase date. Article no: 000006860
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This is a notification for F-Secure customers who have a suomi24.fi email address in use.
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Issue: I purchased F-Secure SAFE/TOTAL, but later realised that I bought the wrong quantity of licenses.  Resolution: Fewer licenses than needed: If you bought fewer licenses than you needed, you can always buy more. The price for buying more licenses is not greater than what you would have paid for that number of licenses originally.     1. Log in to My F-Secure.    2. Click the Subscription button.    3. Under Subscription, click on Buy More. The amount left for you to pay appears on the right. Note: The number of licenses you have on your current subscription and the amount you have in your credit are displayed on the left. If you've activated/renewed your subscription using a voucher code, the purchase of additional licenses is only possible in conjunction with the purchase of the renewal.     4. Click Continue to Checkout.    The new licenses will update immediately on your account. More licenses than needed: If you bought too many licenses, and was supposed to buy fewer, contact Customer Support here. We can help you change your purchase within 30  days of the order.  Article no: 000017807
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Issue: When will F-Secure home products (SAFE, Internet Security and Freedome) stop supporting Microsoft Windows 7 Operating System ?  Resolution: Microsoft will stop releasing security updates for the Windows 7 operating system as of January 2020. F-secure will continue to support Windows 7 with our home products until 14.01.2021 at least.  It is recommended that you upgrade your Windows operating system to a Microsoft supported version as soon as possible when Microsoft stops supporting Windows 7.  Article no: 000008887
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Issue: F-Secure SAFE / TOTAL account is asking for activation even though I have activated the account. Account activation in a loop. Resolution: Open your Internet browser in Incognito mode. Log in to your email. Open the F-Secure reference order email from Cleverbridge. Click Create account. Choose You already have an account? - Login.  Login with your account details. You should now have activated your account.  Article no: 000001157
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Issue: How to install F-Secure Anti-Virus on a Windows computer. Resolution: Before you start installing F-Secure Anti-Virus, make sure that: Your Windows is up-to-date (Windows 10, Windows 8.1, Windows 7 SP1). You have uninstalled incompatible software(s) from another vendor (Other anti-virus programs). You are logged on to your computer with administrative rights. You have an internet connection. Go to the Download F-Secure Products page. Select F-Secure Anti-Virus from the list. Click Download for Windows. Depending on your browser: The installer file downloads automatically; or You are asked to save the file. If prompted, click Save file. Press Ctrl+J on your keyboard to open the download folder and find the file. Double-click the installer file (F-SecureNetworkInstaller.exe) to run it. When prompted, type in your subscription key to continue the installation. If all of the license seats are used, the installation may prompt you to purchase more licenses. Insert a new code or select Reuse a license seat to release a license from previous installation. Reuse is usually the preferred option. Allow the product to complete the installation. The installation takes a minute or so (depending on your Internet connection speed), and once installed, your computer is protected. Article no: 000001279
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Issue: Customer has received an e-mail asking for bitcoin. Email sender claims to have either installed a Remote Access Trojan (RAT), recorded them performing inappropriate acts, or some other embarrassing/serious thing. Resolution: The content of the submitted e-mail is common in mass-blackmail spam campaigns. The threat actors utilize fear tactics to force a victim to pay the enlisted amount, usually to a bitcoin wallet to maintain anonymity. With these cases, they often collect e-mails from public records (such as leaked personal databases from compromised websites) and are not necessarily targeted towards a specific individual. We would suggest customers that receive such e-mails to ignore any demands made by the threat actor as they often hold no value and are not malicious in any way, but rather try and convince the victim into thinking that they have been, for instance, exposed in some way (e.g. inappropriate pictures). You may forward such e-mails, which you may believe to be spam for spam re-categorization by following the link below: https://www.f-secure.com/en/web/labs_global/spam-recategorization Article no: 000009335
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Issue: Why is a secure web site blocked by the F-Secure Browsing Protection? Resolution: If you are think that this is a safe site, and Browsing Protection has a false rating for this page. Please submit a SAS ticket to our labs about this issue. Select Submit a URL Insert the website URL Tick the checkbox (I want to give more details about this sample and to be notified of the analysis results) Fill out all fields Click Submit URL sample Note:  P ost your question in English in the "Description" field. Article no: 000001193
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Issue: This article is applicable for the following products: F-Secure SAFE, F-Secure TOTAL I would like to cancel the subscription auto-renewal for my F-Secure SAFE or TOTAL from My F-Secure. Resolution: To cancel the subscription auto-renewal: Log in to My F-Secure portal Click on Subscription button. Under the "Current subscription" click on Cancel your subscription Note: This will cancel the automatic renewal but your subscription will continue to remain valid until the end of your current subscription. Your subscription will not be renewed after this. Article no: 000001443
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Issue: This article is applicable for the following products: F-Secure SAFE, F-Secure TOTAL How to renew my F-Secure SAFE or TOTAL subscription via My F-Secure. Resolution: ​This is how you renew F-Secure SAFE directly from your account: Log in to My F-Secure. Note: if your account has more users, please make you sure to log in with the main user e-mail address Click Renew now. Note: if you don't have any option to renew, it may be that the expiration date is still too far away. On the Your cart page, select: The license period; The number of devices; If you'd like to opt for automatic renewal in the future. Click Checkout. On the Order Information page, fill in the following (if not pre-filled): Your personal information; Tick the box if you are a business; ZIP/Postal code Select your preferred payment method and fill in the necessary details. Click Buy now. On the Confirm order page, check your details and click Buy now. On the Done page, take note of your order reference number for future reference. Click Back to My F-Secure. Once your payment is received, a confirmation email is sent to you. Your subscription is now renewed. Please note that if you have trouble in going through with the payment directly after renewing, a separate payment e-mail has also been sent to your e-mail. In that e-mail you can find a payment button, via you can pay the renewal and also change the payment method if you want to. If you have bought F-Secure SAFE from another store, and you have received a license code, then do the following to renew with that license code:  Log in to My F-Secure. Click on Subscription Click on Enter a code Insert your F-Secure SAFE license code there (with capital letters and the hyphens) Click on Continue Confirm the renewal.  Article no: 000001011
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We have now started offering a premium support service for TOTAL and SAFE customers living in the UK only.
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Issue: I've forgotten my My F-Secure password and tried to reset it but I am not receiving the password reset email. Resolution: Note: If you have F-Secure Internet Security or F-Secure FREEDOME, you can download the product from the Downloads page on our website. Verify that you have a valid My F-Secure account and that you are using the right email address. If you've previously signed up via Facebook, you will not receive the email password reset. You can simply login via Facebook. You can only request a password reset if you have a My F-Secure account (F-Secure SAFE or F-Secure TOTAL order).  Check the Spam folder if the email does not appear in your Inbox. Some email domains, such as Gmail, will not allow any action unless the message is moved to the Inbox first. If you find the email message in your Spam folder, move it first to the Inbox folder and then click the "password change" link. Check that your email Inbox is not full and that it has space to receive messages. If you have a My F-Secure account but still are not receiving the password reset email, contact F-Secure support for further assistance. Article no: 000003768
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Issue: I'm a sub-user on My F-secure account, I cannot add voucher code/reseller code to the account. There is no place for it. There is no Renew button either.  Resolution: Only the main account user is able to renew My F-secure account. Please ask your main account owner to add the code under Subscription > Enter a code. OR, Use the Renew Now button to renew and extend the subscription. If you want to have your own My F-secure account, you can leave the group:   Login to My F-Secure (http://www.my.f-secure.com) Click on your own profile (a white circle) Choose Settings Click Leave My F-Secure group Click Remove Here's how to create a new account Go to https://my.f-secure.com/register Enter your details Click Accept and create account Then you can activate a purchase on your account.  Article no: 000006310
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Issue: I am trying to watch a YouTube video. I am constantly seeing F-Secure ads. Do I need to change my anti-virus software due to this? Resolution: The ads you see on YouTube are generally tailored for you based on your internet behavior (cookies & third-party tracking). For example, if you search for anti-virus products and visit those websites you are likely to have F-Secure ads - even on YouTube. F-Secure FREEDOME blocks unwanted third-party tracking and malicious sites. This will also stop advertisers from making money at the expense of your privacy: https://www.f-secure.com/en/web/home_global/freedome Article no: 000006188
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Issue: Customer has purchased via F-Secure.com and has attempted account creation which has failed. Account is incomplete.   Resolution: In some cases the account goes in to a limbo state where the account creation is incomplete. Try the following steps: 1. Open the order confirmation email 2. Click on the Create My F-Secure Account link from the order confirmation 3. Select Do you already have an account? Log in. 4. Enter the same email address and password that you used during the initial (failed) registration. 5. If the above fails, click on Forgot Password? 6. Enter your email address and click the link in your inbox 7. Account registration should be completed afterward If this does not activate as normal you can try the above steps in a browser with private/incognito mode. Article no: 000001078
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Issue: Where can I get the authentification code for 2-step verification to login to My F-secure account?  Resolution: You can get the authentication code from your chosen authenticator app on your phone or tablet. When you first enable 2-step verification, you need to use an authenticator app to set it up. You can get the code from the same app.  Examples of commonly used authenticator apps are Google Authenticator, Duo Mobile and Microsoft Authenticator. For more information, refer to the following article: https://community.f-secure.com/t5/Common-Topics/How-do-I-set-up-two-step/ta-p/87686 Article no: 000014471
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Issue: When installing F-Secure SAFE or Internet Security, getting error message "Something Went Wrong". Resolution: Please uninstall and re-install F-Secure SAFE or Internet Security. Note: Click the links below to access the step-by-step guide For SAFE & Internet Security in Windows, Uninstall F-Secure using uninstallation tool. Release license (for SAFE only. Skip this if you're using Internet Security). Re-install SAFE / Re-install Internet Security For F-Secure SAFE in Mac, Uninstall F-Secure SAFE Release license Re-install SAFE Article no: 000003801
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Issue: How to disable Banking protection in F-Secure SAFE or Internet Security Resolution: Follow the steps below to disable banking Protection in F-Secure SAFE or Internet Security Open the F-Secure application Go to Setting Select Secure Browsing tab Scroll down and look for Banking Protection If the button switch on/off is gray, you will need to enable Administrator Right To enable the Administrator right, click on Edit setting on the left side Once you click on it, it will ask you to allow this app to make changes, click on Yes It will re-open the Setting page then you can switch on/off the Banking Protection features Switch it off Article no: 000003087
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Issue: How can I activate/deactivate Browsing Protection in Chrome Resolution: Open Chrome Click on the button in the right corner (3 dots/lines) Find More Tools Click on Extensions From here you can activate or deactivate Browsing Protection by F-secure (if it is installed) Article no: 000002659
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Issue: Does Internet Security/SAFE scan my whole computer including all partitions of the hard drive (including NAS storage device)? Resolution: F-Secure products scan all of the computer resources including all partitions of the hard drive, CD/ DVD drives, connected (USB-) devices, as long as you have not changed the default settings for scan and protection. If you are using a NAS device in your local network, you can right-click on the NAS drive and perform a scan by choosing "Scan for malware". Article no: 000016602
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Issue: Will F-Secure products detect and remove Trojans and viruses?   Resolution: Yes, both F-Secure Home products: SAFE and Internet Security will detect malware and remove them. This also applies to F-Secure Business products such as PSB Computer and Server Protection, as well as Client and Server Security.  When a malware is detected and it cannot be automatically removed, the F-Secure program will provide the path/location where the malware is found so you can manually remove it. If the Trojan file is inside an email, then you are not able to see which email it is. However, you can locate what date and time you received the email in the following way, if your email data is saved as a PST file (we need to add link to PST process related article). Article no: 000001718
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