I have lost my F-Secure Anti-Virus license key. What should I do?
If you bought F-Secure Anti-Virus from the F-Secure website, check your email for the order confirmation that was sent to you when you bought the product. The order confirmation email includes the license key. If the you are unable to find the order confirmation email, Contact Customer Service.
Article no: 000012127
Why does the F-Secure product (SAFE / Anti-Virus) show "Security Cloud Malfunction" error notification on my Mac computer?
Issue may be related to a corrupt "hosts" file on the Mac. First just restart you Mac. If after that the issue is still there, please try resetting the hosts file on the Mac.
How to reset the Hosts file on Mac:
From the Finder, navigate to Go → Go to Folder Type this in the Go to Folder window: /private/etc/hosts From the finder window, click and drag the hosts file to the desktop. (we're doing this because we can't open the hosts file directly and edit it) Double-click the hosts file (on the desktop) and it will open in TextEdit (or any default text editor on your Mac) Erase everything in it. Copy the following piece of text and paste it into the hosts file
# Host Database
# localhost is used to configure the lookback interface
# when the system is booting. Do not change this entry.
Save this file Open Go to Folder window Open /private/etc/hosts again Drag the hosts file on desktop back to the /etc/ folder. You will be asked about the existing hosts file Choose Replace and authenticate with the admin password when asked for it
You can also contact F-Secure customer support chat for remote assistance to reset the hosts file. Note: As we don't rely on hosts file anymore in currently available versions, a re-installation of the F-Secure product on your Mac computer should also solve the issue.
Article no: 000002078
After upgrading MacOS to 10.15 Catalina, F-Secure SAFE / Anti-Virus shows the following status: "Computer is not protected" but the subscription is valid. What should I do?
With MacOS 10.15 Catalina, you need to do the following to allow F-Secure SAFE to scan the computer and allow the program to work again:
Go to Settings (An icon in the bottom of your Mac screen) Click Security and Privacy Click Privacy Select Full Disk Access on the left pane. Click the Lock in the bottom-left corner to make changes, and login with your Mac password (if prompted). Tick the box next to F-Secure SAFE / Anti-Virus on the list Click the Lock again to prevent further changes
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I would like to upgrade my F-Secure Internet Security or Antivirus subscription to F-Secure SAFE subscription. What do I do?
It is advisable to upgrade your current F-Secure Internet Security or Antivirus subscription to SAFE as close to the expiry date as possible. As F-Secure SAFE is a different product, the remaining days of your current Internet Security subscription cannot be automatically transferred to your new F-Secure SAFE subscription. To upgrade to F-Secure SAFE, simply allow your F-Secure Internet Security subscription to expire and purchase a new F-Secure SAFE subscription by going to the:
product web page, or; selecting the F-Secure SAFE buy option in the renewal email that you have received from F-Secure
As you go through the purchase process, you are asked to create a My F-Secure account. F-Secure SAFE subscriptions are accessed and managed through the My F-Secure service. Once your purchase is complete:
Create a My F-Secure account using the same email you used to make the purchase. Once created, check your email for an activation email sent by F-Secure, and activate your account by clicking link in the email. Your account is confirmed and created.
As F-Secure SAFE is a different product, download and install the product from the My F-Secure service. Follow the instructions below to install F-Secure SAFE on your devices:
How do I install F-Secure SAFE on my PC? How do I install F-Secure SAFE on my iPhone and iPad? How do I install F-Secure SAFE on my Android device? How do I install F-Secure SAFE on my Mac?
Article no: 000001014
How to allow an application, when my Internet Security or Anti Virus blocks a safe application?
To allow an application that DeepGuard has blocked:
Open the program. Go to Tools > App and file control. Select the Blocked tab. Select the blocked application that you want to allow. Click Allow. Click Yes to confirm that you want to allow the application to be run.
Now the application is allowed to be run on the system.
Note: To view all the currently excluded files and applications, select the Excluded tab in the App and file control view.
Note: To prevent it from happening again in the future, please inform our Labs about the blocked application. You can also exclude files from being scanned when you are sure that the folder includes applications that are safe. To add files or folders that you want to exclude:
Open the program. Go to Tools > App and file control. Select the Excluded tab. Click Add new. Select the file or folder that you want to exclude. Click OK.
The selected files, drives or folders are excluded from the future scans.
Article no: 000012542
F-Secure program (F-secure SAFE/ Anti-Virus) has detected malicious files or viruses but they were not deleted automatically.
You can open the scanning report and locate the specific files in the following way:
Open F-Secure SAFE Click on Tools Click on Infection report Click on the specific report Open the information from there Find the exact file from finder You can delete the file by moving it to Trash, and then emptying the Trash after that. Be aware, if the mentioned file is an email file - this will remove all your emails if you delete it.
Note: Potentially Unwanted Application detections are common in the Mac OSX environment. F-Secure product only warns about Potentially Unwanted Applications but does not automatically remove them. Regarding the removal, we suggest that you uninstall the application completely from your Mac environment to stop the detection alert. If you want to use the application in your environment, you can exclude those files in the product. Note: You can exclude only process/applications from scanning, not files. You can run the following commands in Terminal to exclude Outlook Application from scanning: sudo -s echo "/Applications/Microsoft Outlook.app/Contents/MacOS/Microsoft Outlook" >> /usr/local/f-secure/fsmac/sysconfig/system_daemons launchctl stop com.f-secure.fsavd Restart your computer after running the commands and monitor the CPU usage of the FSAVD process.
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Why is F-Secure Internet Security/Anti-Virus showing "license is expired"?
There can be several reasons for this message.
The subscription key has expired, if that is case, then you need to renew your F-Secure Internet Security / F-Secure Anti-Virus program in the following way: https://community.f-secure.com/t5/F-Secure-SAFE/How-do-I-renew-F-Secure-Internet/ta-p/109586 The subscription was used several times on the same device. The subscription is in use with some other device. The Windows system was restored. The key has been locked because it has transferred the license time to another key.
To use your valid F-Secure Internet Security / F-Secure Anti-Virus subscription key in your program, do the following:
Open F-Secure Internet Security / F-Secure Anti-Virus. Click on the Renew now button from the main page of the program. Insert your F-Secure Internet Security / F-Secure Anti-virus subscription key ( xxxx-xxxx-xxxx-xxxx-xxxx). C lick Continue.
If this doesn't help the situation:
Uninstall F-Secure Internet Security/Anti-Virus using the Uninstallation tool. Download the program Internet Security or Anti-Virus. Start the installation. Enter the current subscription key (xxxx-xxxx-xxxx-xxxx-xxxx) . Click Use license again, If you receive a message that the subscription key is in use, click use license again.
Note: If you see other error message regarding the license activation, contact F-Secure support for further assistance.
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When clicking on the renew button, the program asks me immediately for the license key that I don't have. How do I get the licence key to renew my subscription?
You can renew your F-Secure Anti-Virus subscription from F-Secures webpage:
Buy a F-Secure Anti-Virus code to renew your F-Secure Anti-Virus subscription:
Click on the following link: https://www.f-secure.com/en/home/products/anti-virus Click Renew now. Choose either 1 year subscription for 1 device or for 3 devices year, and click Renew now. Fill in your address information, choose a payment method and click Continue. Continue to pay with your chosen payment method. You will then receive an email with a F-Secure Anti-Virus license code.
Alternatively, you can buy a subscription from a reseller store. The license key can be found within the package.
When you have a F-Secure Anti-Virus license code, do the following to renew the subscription:
Open F-Secure Anti-Virus. Click Manage subscription. Insert the license code (that you received on email when you renewed), and click Continue.
Article no: 000012612