F-Secure FREEDOME

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Issue: How to generate diagnostic logs (FSDIAG) from the Freedome user interface Resolution: For iOS and Android Open Freedome Tap the menu button Tap on About Tap 7 times on version number Tap Send log file This will open your email account. Rename the email title to your (case number)_Freedome logs Tap Send Inform the technician that you have sent the log files For Windows and Mac Open Freedome Click Help Click About Freedome Click 7 times on the version number Click Run Support Tool below (For Mac: Enter Admin Password) Click Run diagnostics Once done, click Close fsdiag.7z is now saved on your desktop. (For Mac: locate the fsdiag destination folder - document or downloads) Attach and reply the email from support Article no: 000002358
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Issue: How to purchase Freedome VPN. Resolution: You can purchase your F-Secure Freedome VPN license code via the link below. https://www.f-secure.com/en/home/products/freedome Article no: 000002800
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Issue: Freedome asks for renewal even though license is still valid, re-entering license key gives "This key has already been used on this device". Resolution: F-Secure FREEDOME may be malfunctioning. For Mac If you get this error on your Mac computer, a removal of the keychain after uninstallation is a possible fix. Follow these steps: Open Finder. Go to Applications. Move Freedome application to the trash, and empty it. Open Spotlight and remove the following folders: ~/Library/Application Support/F-Secure/ and /Library/Application Support/F-Secure/ Install Freedome using this installation file. Activate your subscription from the Subscription page. For iOS If this happens on your Apple iOS device, re-install Freedome and re-enter the key. Transfer licenses, if necessary. Article no: 000013228
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Issue: When F-Secure FREEDOME VPN connection is on, my internet connection is very slow. With the connection off, connection and speed is normal. Resolution: A certain decrease in network speed is to be expected when running any VPN-solution due to the different way the web traffic is being handled. You can refer to the following community article for more information about this subject. If the connection speed for some reason would crawl to a halt, you can try these steps: Resetting your network router. Try FREEDOME with a different network connection to make sure it is not a router issue. Try to temporarily disable any antivirus that you have running (for example Panda Security has been known to cause slowness in the FREEDOME VPN connection). Reinstall FREEDOME. On Windows do DNS flush. On Mac clear local DNS cache. Delete the existing WiFi profile, and re-connect to the network once again. If the issue continues, gather FREEDOME logs, and take speed tests with FREEDOME On, and Off, and contact our customer support. Article no: 000002395
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Issue: I have bought F-Secure FREEDOME VPN through Apple App Store or Android Play Store, is it possible to install it on a device that uses a different Operating System? Resolution: When you purchase F-secure FREEDOME from an application store such as Google Play Store or Apple App Store, you cannot install those licenses to any other platform, such as MacOS or Windows PC. As an example, if you bought FREEDOME from Google Play Store, you can only install that to other Android devices with the same Google account ID. This license cannot be installed to iOS, Mac or Windows devices. Similarly with a Apple App Store purchase, it can only be installed to other iOS devices with the same Apple ID, not to Android, Mac or Widows devices.    Article no: 000002462
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Issue: I have renewed my F-Secure TOTAL, but my F-Secure FREEDOME VPN shows that the subscription is expired or expiring. Resolution: You probably have either a trial version of F-Secure FREEDOME VPN installed, or you have had a FREEDOME stand-alone subscription before. Follow these steps to activate your F-Secure TOTAL subscription: Open FREEDOME app on your device From the menu select Subscription Select Activate subscription  Click Log in  Select F-Secure  Login with your My F-Secure account credentials (NOTE: if you have forgotten your password, you can request a password reset email by selecting Forgot your password?) If you have had a F-Secure TOTAL subscription from before and your FREEDOME is already logged into an My F-Secure account, it might be logged into a different account than the one you have renewed. Follow these steps to log out and log in to a different account: Open FREEDOME app on your device From the menu select Settings Click log out Go to the Subscription page Select Activate subscription  Click Log in  Select F-Secure  Login with your My F-Secure account credentials  Article no: 000006868
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Issue: F-Secure FREEDOME VPN protection does not turn on when connected to a home wireless network (WiFi) with an Apple iOS device (IPhone or IPad). Protection is able to be turned on when using a mobile data internet connection. Resolution: F-Secure Freedome VPN uses the IPSec VPN standard on Apple IOS devices. Some home routers have the IPSec VPN Passthrough feature disabled by default and this will make Freedome VPN unable to connect to the FREEDOME VPN Server.  To solve the issue, please consult your network router documentation and follow the specific instructions for your router how to enable the IPSec VPN Passthrough feature. Article no: 000001036
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Issue: Where do I make changes so that Freedome starts automatically? Resolution: 1. Open Freedome 2. Go to Settings 3. Tick the box for Freedome starts automatically when you restart your computer If you also want Freedome to auto-connect, please tick the option "Freedome turns on Protection automatically when it starts" Article no: 000002398
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Issue: How to transfer licence for F-Secure FREEDOME bought from PlayStore to another Android device? Resolution: Note: You can only transfer F-Secure FREEDOME license, which is bought through Google Play Store, to another Android device with the same Google account.  Follow these steps to install F-Secure FREEDOME to another Android device: Open Google Playstore Search for F-Secure FREEDOME Tap Install Tap Open Swipe to left till at last page Choose Start using FREEDOME Accept all prompts Now the F-Secure FREEDOME subscription has been automatically activated from Play Store on your device.  Article no: 000001684
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The latest versions of Windows 10 have got a new security feature called Memory Integrity in the Device security > Core isolation settings.   Enabling this setting improves the security of a Windows device by preventing potentially malicious code from accessing high-security processes on the computer.   However, on older Intel processors (generation 6 or earlier), this security feature causes a clear drop in the performance, as the feature has not been optimized for these processors.   This drop in performance dramatically affects the download speed of VPN products such as FREEDOME. This feature is not recommended for computers with these processors.   Intel processors from generation 7 onwards are better optimized for this feature and do not suffer from this drop in performance.
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Issue: Are there any additional costs outside of the subscription to use the F-Secure FREEDOME servers, and if so how much? Resolution: There are no additional costs to using F-Secure FREEDOME with a valid subscription. All plans include unlimited data transfer between the device using FREEDOME and our VPN servers, as well as protection for up to the listed number of devices, including PC, Mac, Android, and iOS (platform restrictions apply if you buy the service from Apple App Store or Google Play Store). Observe that F-Secure FREEDOME uses existing networks to establish the VPN connection, so any data transfer caps or costs related to a connection you own will also apply when using FREEDOME . F-Secure FREEDOME is not a substitute for internet services provided by Internet Service Providers (ISPs) or mobile operators. Article no: 000017583
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