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
Article no: 000016812
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...
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?
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The error you receive is due to an outdated version of MacOS. F-Secure SAFE supports version 10.12 (Sierra) or newer. To update your operating system to the latest version:
Click the Apple icon on the top-left corner of the screen. Click About this Mac. Select Software Update.
Allow your Mac to update itself to the latest MacOS version. Once completed, restart your Mac and proceed to install F-Secure SAFE.
Article no: 000013419
I have renewed my F-Secure SAFE license, but my device shows license expired.
You might have purchased a subscription for a different product. Check the product installed on your device. If the product installed on your device is F-Secure Internet Security, then the subscription that you've purchased is for a different product. In this case, you need to uninstall F-Secure Internet Security from your device, and install F-Secure SAFE. Skip to the next step if this is not the case for you.
Install F-Secure SAFE on PC Install F-Secure SAFE on iOS Install F-Secure SAFE on Android Install F-Secure SAFE on Mac
If the product installed is the correct product for the subscription purchased:
Make sure that you have renewed an existing subscription instead of purchasing a separate new subscription. If you suspect that you might have purchased a separate new subscription, contact F-Secure Support for further assistance. If you use the login through Facebook, please verify you have installed SAFE from this account and not from the one with "normal" login. Try restarting your device, the product may just need to be refreshed to connect to our servers.
If your F-Secure account shows the correct number of devices and restarting your device doesn't fix the issue, follow the steps below:
Log out and Log in to My F-Secure in SAFE Windows PC.
Click on your name at the top-right of SAFE window. Click Log out. Click Continue. Click Log out. SAFE will close. Double-click the F-Secure SAFE icon on your desktop to open it. A login window will appear. Enter your My F-Secure email and password and click Log in. A message appears, "Hi <name> You are setting up protection for yourself." Click Continue. Subscription is now updated.
Uninstall and reinstall F-Secure SAFE on your phone:
Uninstall F-Secure SAFE app.
Go to App Store or Google Play Store.
Install F-Secure SAFE.
Login using the correct account.
F-Secure SAFE is now activated.
Uninstall and reinstall F-Secure on your Mac:
Open Finder, and click on Programs / Application.
Open the F-Secure folder.
Run Uninstall F-Secure SAFE.
After the uninstallation, restart the Mac.
Release the previous installation license from My F-Secure so that you can reuse the same license again.
Install F-Secure SAFE on your Mac.
Article no: 000001358
I'm a Handelsbanken customer and while logged in to my netbank I can't open the "Sijoita ja säästä" tab when banking protection is active.
This issue has been fixed and the fix was deployed on Friday 2019-08-30. If the problem persists, make sure that your application has been updated and all the newest updates have been installed. After that empty your browser cache and try again. If the problem still persists, contact Customer Care. If you can't open the Handelsbanken "Sijoita ja säästä" tab while Banking Protection is active, try the following workarounds to solve the issue:
Check for updates
Open F-Secure SAFE. Click Tools. Click Check for updates.
Add the URL to website exceptions
Open F-Secure SAFE. On the Antivirus page, click Settings. Click Secure Browsing. Go to the Browsing Protection tab. At the bottom of the window, click the View web site exceptions link. To add an exception to a website (whitelist), go to the Allowed tab, click Add, and enter the URL when asked. Click OK.
Turn on "Do not interrupt my current Internet connections"
Open F-Secure SAFE. Click Secure Browsing. Scroll down to Banking Protection. Select Do not interrupt my current Internet connections.
Article no: 000014954
I activated family rules by mistake on an account, how do I deactivate them?
You can deactivate the F-secure SAFE family rules for a user by doing as follows:
Login to your account on https://my.f-secure.com Click on the user in question Select Time limits
Click the On/Off button to deactivate time limits for this user
Select Content filtering
Click the On/Off button to deactivate content filtering for this user
If you have, by mistake, installed a child profile on your device you can remove the Family Rules by changing the user in the F-Secure Safe application:
Select Antivirus -tab Select Protecting Select Switch profile Log in with your My F-Secure credentials Select Protecting Me
Article no: 000003627
E-mail request renewal when F-Secure Internet Security is still valid. I have gotten an email reminder that my Internet Security subscription is running out even though the program says it is valid until next year. Why did I receive the mail that my F-Secure Internet Security subscription is going to expire, even though I have renewed it?
When the expiration date of your F-Secure Internet Security subscription is getting closer, the product starts reminding you to renew the subscription. The email reminder to renew your subscription is sent based on the purchase date of the product, not on the date when you installed the product and activated the protection. If you keep receiving renewal reminder emails after you have renewed the subscription, you most probably have renewed the subscription by using a different email address. As the system is not able to connect this renewal with your first subscription, it continues to send you email reminders about the expiring subscription to the email address that you used to buy your first subscription. You will receive one last email reminder after the estimated subscription expiry.
Article no: 000001734
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.
Article no: 000004299
I just purchased a F-Secure subscription with the subscription code, but it does not work. What should I do?
Verify that the subscription purchased is for F-Secure SAFE. You can find the product name in the purchase invoice that was emailed to you. F-Secure SAFE license code has this format: xxxxx-xxxxx-xxxxx-xxxxx
If the code provided is for F-Secure SAFE, please follow the steps below to activate the subscription using the code:
Go to the My F-Secure portal: https://my.f-secure.com/ Login to your F-Secure SAFE account with your email and password. Click on Subscription. Scroll down and click on Enter a Code. Insert your F-Secure SAFE license code (this format: xxxxx-xxxxx-xxxxx-xxxxx). Click on Continue. Once the code is accepted, proceed to install F-Secure SAFE on your device by clicking Add device and follow the instructions shown on the screen.
If you do not have a F-Secure SAFE account yet, then create a F-Secure SAFE account first:
Go to the F-Secure web page: https://www.f-secure.com/ Navigate to For Home > Products > F-Secure SAFE. Click Try for free. Create your F-Secure SAFE account from there. You can now proceed to the first guide in this article, to insert your license code in your F-Secure SAFE account.
Note: If you do not see Enter a code option, or the license code still cannot be accepted, please contact F-Secure support.
Article no: 000003528
How Do I Install F-Secure Safe On My Device(s) as a Sub-user
You can share your subscription with a friend or family member by inviting them into your My F-Secure group. This allows them to protect their devices using your available licenses.
Log in to My F-Secure with your account username and password. Once logged in, click/tap Add device. The Whose device do you want to protect? window appears. Select Someone else's device, and click/tap Continue. The Invite a person window appears. Fill in your name and email address in the relevant fields, and click/tap Send invitation. The person you add will receive an invitation email that allows them to set up their My F-Secure sub account.
Once the account has been set up, they would need to be logged in with their email address and password then the next stage would be to install the program on their device(s). Note: If the sub-user does not remember their password, they would need to have it reset by clicking on the Forgot your password link then type in the email address that was sent the initial invitation and click on the Send button once completed. The reset password link would be sent to the email address. For more information on how to reset My F-Secure account password please click here. The following links below are how to install F-Secure Safe on various devices and this must be performed from their own (the sub-user) F-Secure account. How do I install F-Secure SAFE on my iPhone and iPad? https://community.f-secure.com/t5/F-Secure-SAFE/How-do-I-install-F-Secure-SAFE/ta-p/80825 How do I install F-Secure SAFE on my PC? https://community.f-secure.com/t5/F-Secure-SAFE/How-do-I-install-F-Secure-SAFE/ta-p/78187 How do I install F-Secure SAFE on my Android device? https://community.f-secure.com/t5/F-Secure-SAFE/How-do-I-install-F-Secure-SAFE/ta-p/77904 How do I install F-Secure SAFE on my Mac? https://community.f-secure.com/t5/F-Secure-SAFE/How-do-I-install-F-Secure-SAFE/ta-p/80882
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