F-Secure SAFE / Internet Security / Anti-Virus

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Issue: F-Secure SAFE / Internet Security / Anti-Virus Installation failed when running the installer with error "Integrity check failed" Resolution: Please make sure that your Windows username does not contain non-unicode characters since the sidegrade feature in the installer only supports unicode characters. If the Windows username includes non-unicode characters, the integrity check will fail. If your Windows username does not contain non-unicode characters please continue with the steps below. 1. Run the F-Secure Uninstallation tool: https://download.sp.f-secure.com/uninstallationtool/FsUninstallationTool.exe 2. Check for updates in Windows 10 Open Start Menu Click on Settings > Update & Security settings > Windows Update Here, press on the Check for updates button. If any updates are available, they will be offered to you and make sure all install successfully 3. Try the F-Secure SAFE installation again: Log into your My F-Secure account: https://my.f-secure.com/login Click Add device Choose "Mine or My child's Device" Choose device type (the system recognizes your device type by default) Click on Download for Windows Once download completed, click on the download F-Secure Safe Network installer When the installer launches, click Continue Click on Accept and Install to run the installation When the GUI shows the text "Your computer is protected" the installation is complete or proceed with the installation of F-Secure Internet Security / F-Secure Anti-Virus: Go to the Download F-Secure Products page Select your product F-Secure Internet Security or F-Secure Anti-Virus from the list, and 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 (xxxx-xxxx-xxxx-xxxx-xxxx) to continue the installation If the problem still persist, please try to use a different Browser to download the installer and make you sure, you are not using any internet connection filter. Article no: 000002682

Issue: When Banking Protection is active, a page within a bank website gets blocked or can't be accessed. Bank website login page gives error: "SSL_ERROR_ACCESS_DENIED_ALERT" when Banking protection is on. Resolution: Try to clear cookies, cache and browsing history of the browser. Make sure you have the F-Secure Browsing Protection extension installed and enabled in your browser Here's how to enable Browsing Protection on browsers: Firefox Chrome Internet Explorer Safari If a banking site still gets blocked, contact F-Secure customer service. Article no: 000004637

Issue: I have followed the instructions to activate my new F-Secure Internet Security code after renewing my subscription. However, after I have applied the code when clicking "Next", nothing happens. Resolution: Make sure you are entering your new code, which you have received after the renewal purchase. If you do not yet have a new code, you need to renew your F-Secure Internet Security subscription. If you have the right code, check your network connection. Also, check that banking protection isn't on if you just paid for the renewal of your subscription. Try clicking the "End" button on the banking protection banner if the banking protection doesn't deactivate itself. In a case where none of the above helps, please try reinstalling F-secure Internet Security, and then add your code. Article no: 000007517

Browsing Protection (known as Safe Browsing on mobile devices) blocks harmful and suspicious websites to ensure the safety of your computer and...It also adds a reputation rating icon before each link on your search result page, even when HTTPS is used. This helps you avoid harmful and...For Windows and Mac, Browsing Protection by F-Secure is a browser extension (add-on) that is part of F-Secure SAFE. The extension is available for...When the extension is switched on in your browser, Browsing Protection keeps your browsing and internet banking safe by supporting both encrypted...

Issue: How to remove malicious files, viruses, malware manually? F-Secure did not remove them automatically. Resolution: There are few reasons why F-Secure product cannot remove or clean the detected file after virus scanning was completed, such as: The file is located inside an archive (for example a ZIP,RAR,7z etc) The file is read-only media file (CD-ROM, DVD-ROM etc) The file is encoded within an email message The system does not have a permission to delete the file The file is a temporary file created by an application, like browser downloads in progress, network streams and similar Open the scanning report to find the location of the detected file(s). Open F-Secure SAFE/Internet Security Select Tools Choose Recent Events Click Scanning Report Locate the skipped file in the scanning report and follow the filepath, for example: C:\Users\xx\xxx\xxxxxx\xxxxxx\ Try the following instructions to manually remove the detected item(s): Make sure you have the administrator right or permission to delete the file Some files may be hidden, so set your folder option to show hidden files, folders and drives Open File Explorer Copy the filepath (without the item filenames) where the detected item is located Paste the copied path into the Address Bar in File Explorer Delete the detected file / the whole archive manually Note: If the file path indicates that the file is placed inside an Outlook file, then you can delete all your emails with attachments. It is possible to locate the file, but that process is complicated. The file is not dangerous, because the F-Secure program has identified the file, and will not allow the file to run on the computer. Article no: 000001051

Issue: My F-Secure security program blocks my login session to my bank website with the error message "Can't establish a secure connection". If I disable Banking Protection, I can log in normally. How can I fix this issue? Resolution: If you have problems logging into your banking website, proceed to follow the workaround below: Open F-Secure on your computer Click Tools Search for Updates Check and verify that F-Secure Virus definition updates were installed successfully Close Settings window Click Turn off all security features When the security features have been turned OFF, proceed to turn ON again If the step above doesn't help, do the following: Check the updates of your security program Check the updates on your web browser: Chrome Firefox Internet Explorer Check that the extension Browsing Protection by F-Secure is turned ON and activated: Chrome Firefox Internet Explorer Proceed to login to your online banking website. If the issue persists, proceed to contact F-Secure Support. Article no: 000019401

Issue: I can't install F-secure product to Windows, as the downloaded file on the browser gives error: "Failed - virus scan failed" or "xxxxxx.exe contained a virus and was deleted" Resolution: The most likely causes for this are: Virus scan on your browser Different anti-virus product on your computer Try to open the file on a different browser, and also check, that you do not have other anti-virus programs installed. If this does not help, here are some instructions by different browsers on what to do in these cases: Google Chrome Internet Explorer Note: If you're unable to download anything to your computer, there might be some registry issue on the Windows. Here is a support article by Microsoft or you can contact Microsoft directly. Article no: 000017074

Issue: F-Secure Banking Protection is activating randomly in the browser even when user is not on a banking site. Resolution: 1. Make sure there are no banking sites listed in the "Top Pages" or "Favorites" menu when opening a new tab on a browser. Browsers can cache the favorite and most visited websites in the background and if F-Secure Banking Protection detects a banking URL, it will be activated. Also make sure that there are no banking websites pinned to your browser. Here are instructions to manage the content of the New Tab page in different browsers: Mozilla Firefox :https://support.mozilla.org/en-US/kb/hide-or-display-content-new-tab Google Chrome: https://support.google.com/chrome/answer/95314?hl=en Internet Explorer: https://answers.microsoft.com/ 2. It is possible that a site you visit contains ads related to banking sites which can cause the banking protection to trigger. 3. Check if the F-Secure Browsing Protection add-on / extension is installed and activated in browser you are using. Here are instructions how to manage add-ons / extensions in different browsers: Mozilla Firefox: https://support.mozilla.org/en-US/kb/disable-or-remove-add-ons Google Chrome: https://support.google.com/chrome_webstore/answer/2664769?hl=en Internet Explorer: https://support.microsoft.com/en-us/help/17447/windows-internet-explorer-11-manage-add-ons 4. Try clearing the history and cookies from your browser. Article no: 000001898

Issue: Why I do keep receiving notifications pop-ups from, as an example easyspeedtest.com on my Windows 10 computer? Is my computer infected? I have already run a full computer scan but no harmful items were found. Resolution: These notifications are not infections or viruses on your computer, thus F-secure will not detect or delete them. Usually when you get these notification pop-ups, you've visited a website that asks you to either allow or block its notifications, and you've selected allow. After this the site will keep sending you notifications. You can disable this from your browser. On your computer, open Chrome At the top right, click More Choose Settings At the bottom, click Advanced Under "Privacy and security," click Site settings Click Notifications Choose to block specific or all notifications: Block all: Turn off Ask before sending. Block a site: Next to "Block," click Add > Enter the site and click Add You may also try the steps below to remove Chrome ads notification as Windows 10 comes with the function to show ads. Search for Settings in Windows Click on System Click on Notifications & actions Under "Get notifications from these senders", if you can see Chrome > Turn it Off Article no: 000008090

Issue: Can I install F-Secure Internet Security on my Android or iOS smartphone? Resolution: F-Secure Internet Security cannot be installed on Android or iOS mobile devices. F-Secure Internet Security supports Windows 7, Windows 8.1 and Windows 10. If you'd like to protect your other devices than Windows computers, we recommend you to upgrade to F-Secure SAFE for multi-device protection. F-Secure SAFE can be installed on MacOS, Windows, Android and Apple iOS devices Article no: 000007802

Issue: I have used all licenses of my F-Secure Internet Security or F-Secure Anti-Virus subscription. I'd like to release them so that they're available again. Resolution: A reset is normally not necessary, as each license can still be transferred to a new device through a new installation of the program. If all licenses are in use when you enter your subscription key during installation of F-Secure Internet Security, you will receive a prompt informing you that you have the possibility of transferring licenses to your new installation. If you are still getting into issues, kindly contact F-Secure support here so we can reset the subscription key at our end to release licenses that are no longer in use. Article no: 000002568

Issue: When logging in to jyskebank.dk banking site, F-Secure banking protection blocks the page. Resolution: We are aware of this issue, and you can resolve it by clearing the ORSP cache. The cache is also cleared automatically periodically, so after a while the issue will resolve on its own. You can clear the cache manually to immediately fix the issue. You can find the instructions how to clear the ORSP cache in this article. If you do not want to manually clear the ORSP cache and decide to wait for the ORSP cache to be automatically cleared, you can as a temporary workaround shut down the banking protection during banking sessions. Article no: 000018153

Issue: When adding the code for F-Secure Internet Security renewal, I am getting a "Check that you entered the subscription key correctly" error message. Resolution: This error usually points to misspelling of the subscription key. Please try again by copying the code from the purchase confirmation email, and pasting it to the field. Also verify that your code is a F-Secure Internet Security code, which consists of five groups of 4-characters (XXXX-XXXX-XXXX-XXXX-XXXX). To activate F-Secure Internet Security code: Open F-Secure Internet Security program (can be found as an icon on your desktop) Click Renew or Already have a new subscription code? in the upper part of the program interface Insert the license code, and click Continue Make sure that the license you purchased is not for F-Secure Anti-Virus. The code looks the same (XXXX-XXXX-XXXX-XXXX-XXXX), but won't work with the Internet Security program, since it uses its own installer. You can find all installation files for our consumer products from our downloads page. Please note, that if the code is a F-Secure SAFE or F-Secure TOTAL code, which consists four 5-letter groups (XXXXX-XXXXX-XXXXX-XXXXX), you can't enter it to a F-Secure Internet Security program. To activate a F-Secure SAFE or F-Secure TOTAL code: Log in to My F-Secure at: https://my.f-secure.com/login Select Subscription Select Enter a code Enter your code and select Continue If all above fails, check that your computer is showing the correct date and time. Article no: 000001484

Issue: Subscription is still running out even though I have renewed. F-Secure Internet Security is still valid, but I received your "subscription is going to expire soon" message or the expiration date is not correct. Resolution: The subscription is not renewed when you pay for the product, but rather when you enter the new subscription code into the program. The order confirmation email has your new subscription code (this format: xxxx-xxxx-xxxx-xxxx-xxxx) and you can activate it the following way: Open F-Secure Internet Security program Click Renew or Already have a new subscription code? in the upper part of the program interface Insert the license code, and click Continue Once you have activated the new license key, the new subscription validity date is shown on the Landing page of the program. *If there are more than 30 days left on your current subscription, then you need to do it in the following way: Open F-Secure Internet Security. Click Settings Click Support Click Renew my Subscription Insert your Subscription code Click Continue. Note: Make sure that your Windows is up-to-date before renewing the product with the new code. If you have protected several computers previously with the same subscription key, you need to enter the key to only one of the computers. If the F-Secure program is giving expiring or expired -notifications on one of your other computers, try rebooting the computer in question by choosing Reboot from the Windows Start menu. Also, please check the order confirmation for the product you have renewed. If you have had F-Secure Internet Security and you have now bought F-Secure SAFE, the order confirmation email includes a button that you will use to create a My F-secure account for yourself and from there you can install our new product F-Secure SAFE. Article no: 000001336

Issue: I have an existing installation of F-Secure Internet Security and I have a new license code. How do I add a new license code to this existing installation? Resolution: To activate a new F-Secure Internet Security license key: Open F-Secure Internet Security program (can be found as an icon on your desktop) Click Renew or Already have a new subscription code? in the upper part of the program interface Insert the license code, and click Continue Once you have activated the new license key, the new subscription validity date is shown on the Landing page of the program. * If you have F-Secure Internet Security version 17.6, and if there are more than 45 days left on the current subscription, then you need to do the following in your F-Secure Internet Security program to use the license code: Open F-Secure Internet Security program Click Tools Click Support Click Renew Subscription Insert the license code, and click Continue Article no: 000002427

Issue: While browsing the internet I got redirected a suspicious website. I have F-secure protection but it can't find viruses. Resolution: This is most likely not a virus, but an adware that is in your browser. First you should check if there is anything new on your browsers toolbar, or new unknown extensions/add-ons. Uninstall extension on Chrome Uninstall extension on Mozilla Firefox Uninstall extension on Internet Explorer Uninstall extension on Microsoft Edge You should also try clearing the history and browser cache. How to clear history on Chrome How to clear history on Mozilla Firefox How to clear history on Internet Explorer How to cleat history on Microsoft Edge If this does not help, try resetting the whole browser. How to reset Chrome How to reset Mozilla Firefox How to reset Internet Explorer How to reset Microsoft Edge Article no: 000004694

Issue: I get a notification on my computer about time limit, what is this about? Why is my computer's usage limited to some hours? I can't use my computer as F-secure program says that time limit is up. Resolution: If F-Secure program notifies you about a time limit on your computer, it is likely that time limitation on Family rules has been activated on F-Secure program. You can inactivate the time limitation on your computer as follows: If you have F-Secure SAFE installed Login in to your account on https://my.f-secure.com Click <your name> on the big circle Click the switch deactivate time limits for the profile If you have F-Secure Internet Security installed Open F-Secure Internet Security program on your computer Click Parental control Click Settings Click the switch to deactivate time limitations Article no: 000006142

Issue: How to re-install the F-secure Internet Security correctly? Resolution: You can re-install F-Secure Internet Security without uninstalling the old version. However, if there are issues with the installation, you might need to run our uninstallation tool. Thus there are 2 parts to this process, the first part is how to remove the existing F-Secure Internet Security installation from your computer in case of issues, and the second part is to install F-Secure Internet Security back on to your computer. You can go straight to Part 2 if there are no issues with the old version. Important Note: Windows XP and Vista are no longer supported by Microsoft and F-Secure. Therefore, the steps below are not applicable to Windows XP or Vista computers. Part 1: Uninstalling Internet Security using the Uninstallation Tool. Log on to your computer with administrator rights. Download the Uninstallation Tool for Windows from our Support Tools page. Run the executable FSUninstallationTool.exe. Click Yes. Click Start. Select the product or components you want to remove and click Next to initiate the uninstallation process. Click Restart when prompted to remove remaining files. The uninstallation is complete when your computer restarts. Part 2: Reinstalling F-Secure Internet Security: Go to the Download F-Secure Products page. Select your product F-Secure Internet Security from the list, and 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 (xxxx-xxxx-xxxx-xxxx-xxxx) to continue the installation. Make sure that you use the correct subscription key. If you have a multi-user subscription, you can enter the same subscription key on multiple Windows PC. For a single subscription key, each Windows PC should use a separate subscription key. If a message appears on the screen stating all licenses have already been used, click on Re-use license to move an existing license to this computer. 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: 000001875

Issue: Master Boot Record (MBR) has been infected by malware and needs to be replaced with a clean MBR Resolution: The clean up instructions: 1. Put Recovery Disk in the optical drive, and then start the computer. How to create recovery disc: https://support.microsoft.com/en-my/help/4026852/windows-create-a-recovery-drive When prompted, press any key to continue Select a language, a time, a currency, a keyboard, or an input method, and then click Next Click Repair your computer Select the operating system that you want to repair, and then click Next In the System Recovery Options dialog box, click Command Prompt In CMD input, bootrec with argument /fixmbr bootrec /fixmbr Restart Computer and at this point, MBR is restored and the malware trace should be removed Article no: 000013753

Issue: I can't find a place to add my F-Secure Internet Security code on the user interface (GUI)? Resolution: The Renew link or button on the main view of F-Secure Internet Security program is only visible when you have 45 days or less left in your subscription. If you have more than 45 days left on your subscription, you can activate your new F-Secure Internet Security code as follows: Open F-Secure Internet Security. Select Settings. Select Support. Select Renew Subscription. Enter your new F-Secure Internet Security code, and select Continue. Your subscription has now been updated. Article no: 000015729