How to migrate the F-Secure Policy Manager Server to the new Windows Server?
If you want to keep the DNS name, just move h2db to the new host, stop the old host and start the new one. If you change the DNS name of the server, you must follow the instructions below: Please read the following instructions completely before you start working on the server. Create a backup of the PMS: 1. Stop the Policy Manager Server service. 2. Back up the directory <F-Secure Installation Folder> \ Management Server 5 \ data \ h2db>. 3. Restart the Policy Manager Server service. Now perform the installation on the new server. The current installation file can be found on our website: https://www.f-secure.com/en/web/business_global/downloads/policy-manager Note: To avoid the communication issues, use exactly the same ports by the installation like for the old F-Secure Policy Manager Server . To restore secured Policy Manager data: 1. Stop the Policy Manager Server service. 2. Copy the backup to the <F-Secure Installation Folder> \ Management Server 5 \ data \ h2db> directory to the correct location. 3. Restart the Policy Manager Server service. After the installation is complete, the new F-Secure Policy Manager Server has the complete domain structure, including the settings. After logging into the old server using the Policy Manager Console, enter the address of the new Policy Manager Server <F-Secure Management Agent / Data Communication / Protocols / HTTP / Management Server Address> and distribute the policies for all your policy domain. Now all clients will connect the new server. Once all clients are connected without errors with the new Policy Manager Server, you can turn off the old one. The procedure is also discussed in the following community article: https://community.f-secure.com/t5/Business/i-need-to-move-policy-manager-to/m-p/13961
Article no: 000002290
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Steps to clear up ORSP cache in F-Secure Client Security / Computer Protection / SAFE / Internet Security.
Click Start, type in cmd.exe in the search bar, and press Enter In the command prompt window type in the following command and press Enter:
For SAFE (64-bit)
cd C:\Program Files (x86)\F-Secure\SAFE\Ultralight\ulcore\<highest directory number>
For SAFE (32-bit)
cd C:\Program Files\F-Secure\SAFE\Ultralight\ulcore\<highest directory number>
For Internet Security (64-bit)
cd C:\Program Files (x86)\F-Secure\Internet Security\Ultralight\ulcore\<highest directory number>
For Internet Security (32-bit)
cd C:\Program Files\F-Secure\Internet Security\Ultralight\ulcore\<highest directory number>
For Client Security (64-bit)
cd C:\Program Files (x86)\F-Secure\Client Security\Ultralight\ulcore\<highest directory number>
For Client Security (32-bit)
cd C:\Program Files\F-Secure\Client Security\Ultralight\ulcore\<highest directory number>
For Computer Protection (64-bit)
cd C:\Program Files (x86)\F-Secure\PSB\Ultralight\ulcore\<highest directory number>
For Computer Protection (32-bit)
cd C:\Program Files\F-Secure\PSB\Ultralight\ulcore\<highest directory number>
Note: If there are more than one sub-directories inside of the ulcore directory, select the largest sub-directory number for <highest directory number>
Type in the following (note the double dash --), and press Enter:
For 32-bit systems: orspdiag.exe --cache-clear For 64-bit systems: orspdiag64.exe --cache-clear
Accept with the letter Y when asked, then press Enter After completion, close the command prompt
Article no: 000004992
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This article applies to the following F-Secure products: Computer Protection for Mac, Client Security for Mac, SAFE for Mac, SENSE Application for Mac F-Secure product is installed on a Mac computer but the user interface shows that computer is not protected and that the real-time scanning is not activated.
After installation of the Mac product on macOS High Sierra, a red F-Secure (X) icon may appear when running real-time scanning. This is due to a new security feature, which has been introduced in macOS High Sierra (10.13) or higher. During first time installation, the security feature requires you to allow system software from F-Secure. Until the software is allowed, real-time scanning will fail.
Once the installation is complete, allow F-Secure software as follows:
Go to System Preferences > Security & Privacy, and select the General tab. Click Allow. Once this is done, the icon status changes to normal and the error message disappears.
Note: The steps described must be performed locally on the machine and not remotely. Full instructions with pictures: https://community.f-secure.com/t5/Business/Issue-with-real-time-scanning/ta-p/100546 In case the mentioned solution above does not work, carry out the following solutions one by one and verify if the real-time scanning could be enabled. Solution 1:
Check in System Preferences > Security & Privacy > Privacy > Accessibility and remove or disable 3rd party accessibility software such as the Better Touch Tool or MagicPrefs. Go to System Preferences > Security & Privacy. Select the General tab. Click the Allow button.
Check in System Preferences > Keyboard > Shortcuts > Full keyboard access to enable full keyboard access. Go to System Preferences > Security & Privacy, and select the General tab. Use Tab key to move the focus on the Allow button Press Spacebar on your keyboard while the Allow button is active.
Solution 3: Add F-Secure Team ID (6KALSAFZJC) to the list of approved kext developers by using "spctl kext-consent" command in the Recovery mode. Refer to the following page for more detail information: https://developer.apple.com/library/content/technotes/tn2459/_index.html#//apple_ref/doc/uid/DTS40017658-CH1-TNTAG4
Article no: 000001668
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Software Updater is unable to download Java updates. Trying to use the same download link that is written in the logs leads to an error, so it can't be used manually.
Oracle has changed the way Java is licensed. A side effect of this is that Java updates can be downloaded only from the vendor's server with authentication. This stops Software Updater from downloading the Java update. We have published a change to Computer Protection to stop showing Java update as a missing update in Software Updater. After this, you will need to install Java update manually (not via F-Secure Software Updater). At the same time, we are not going to change the Software Updater behavior for the rest of the products. To stop Software Updater from trying to install the problematic Java update automatically, you can exclude the Java Update from the automatic installation by following these steps: If you have a Business Suite product (Client Security or Server Security)
Log in to Policy Manager Console Select the target group from the Domain Tree Go to the Settings tab Select Software Updater Click on Add from the right side of the Exclude software from automatic installation list Use Java as the software name to exclude it
If you have a Protection Service for Business product (Computer Protection or Server Protection)
Log in to the PSB Portal Go to the Profiles page Click the profile you want to edit Select Software updater Click Add software below Exclude software from automatic installation Write Product=Java to exclude Java software from automatic installation
After the change, you will need to install the Java update manually. NOTE: The above mentioned information is also available in the following community article: https://community.f-secure.com/t5/Known-Issues-in/Software-Updater-unable-to/td-p/116932
Article no: 000011585
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How to download and install F-Secure Protection Service for Business (PSB) products, like Computer protection, Server Protection or Email and Server Security?
To download an install F-Secure Protection Service for Business (PSB) products, follow the steps below:
Log in to PSB Portal
EMEA (PSB1) America (PSB2) APAC (PSB3) EMEA2 (PSB4) EMEA3 (EUSMI)
On the side navigation bar, click Downloads Select the product that you wish to install to download the installer Run the installer
For some products there is also the option to send the installation file to a user via email: https://help.f-secure.com/product.html#business/psb-portal/latest/en/task_4BBCD978718B46C2ACD5D21B65A59DDC-psb-portal-latest-en
Article no: 000001426
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A user has forgotten their password to Secure Reader and there is no direct way to reset it.
For internal users, the password can be reset through the appliance webGUI:
Log in to the appliance webGUI Go to the System-tab Navigate to User Management->Users on the right Search for the users email-address Click the email address to bring up the user details Go to the Authentication-tab Click the Reset-button next to the password The user will get a welcome email with a temporary password and a link to the end user services that is valid for 30 minutes
For external users, the recommendation from Proofpooint is to remove the user and have them re-register:
Log in to the appliance webGUI Go to the System-tab Navigate to User Management->Users on the right Search for the users email-address Check the box to the left of the account that needs to be removed Click the Delete-button on top of the user list The next time the user tries to access the Secure Reader, they will be prompted to create a new account
Removing a user has no impact on how the user can access mails in the future. After the re-registering they will be able to access all their secure mails as before, as long as they are still stored on the appliance. Although the temporary password sent by the welcome-email will work for an external user to access the Secure Reader, the link in the mail to the end user services will not. As this might cause unwanted confusion the better solution is to remove the current user completely.
Article no: 000007798
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After upgrading to F-Secure Client Security 14.10 or F-Secure Server Security 14 Client keeps asking for restart with notification "restart required F-Secure product received a critical update. To keep your protection up to date, restart your computer. Remember to save your work" After a restart the same notification is shown again F-Secure Ultralight services are not listed in the Windows services list Capricorn update is missing from Updates list in the local user interface
Note: If you click on the view log file button in the Updates view, it will bring you to the aua.log, where you can see similar entries: I: Installation of 'F-Secure Ultralight Core Update 2019-08-22_01' : Processing I: Installation of 'F-Secure Ultralight Core Update 2019-08-22_01' : Retry at restart I: Installation of 'F-Secure Hydra Update 2019-08-28_04' : Processing I: Update check completed successfully I: Installation of 'F-Secure Hydra Update 2019-08-28_04' : Retry at restart
This issue is related to Ultralight not installing or updating correctly. You can install one of the hotfixes bellow to solve the problem:
FSCS1410-HF01 FSCS1410-HF02 FSCS1410-HF07
Note: All these Hotfixes are applicable for Server Security 14.00 and Client Security 14.10 These hotfixes are not publicly available from our homepage. Open a support request and our customer service team can send you the hotfixes. If these hotfixes do not resolve the issue and Capricorn update is still missing from the Updates list, you can try removing the Capricorn update from your Policy Manager Server and re-download it. Follow these steps to re-download Capricorn update on your Policy Manager Server:
Stop Policy Manager Server Service Delete the following folder: C:\Program Files (x86)\F-Secure\Management Server 5\data\guts2\updates\capricorn-win64 Start Policy Manager Server Service
The Policy Manager Server will now re-download the missing Capricorn update. Wait for 30 minutes and check from the client if it has now been able to download and install Capricorn.
Article no: 000014676
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I have added a site into the denied list for the Browsing Protection via the Profile Editor. However, the site is not blocked with Browsing Protection enabled in the Computer Protection. Same goes to the allowed site. Why is this happening? Google's search results show the deny rating icon, but when user clicks the link it proceeds to the page.
Check from the PSB profile you are using that the web site exceptions setting is enabled. If it is disabled the allowed sites and denied sites rules are not in use. Follow these steps to enable Web site exceptions:
Log in to the PSB Portal. Go to the Profiles page. Select the profile you want to edit. Go to the Browsing Protection tab. Scroll down until you see the Web site exceptions setting and enable it. Save and publish the profile.
Now the Web site exceptions in the allowed sites and denied sites list are enabled.
Article no: 000005452
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With the firewall enabled in F-Secure Client Security 14 / Computer Protection, I am unable to reach the network share or printer
The default firewall rule blocks unknown inbound/outbound connections. Ensure that you have allowed the network traffic in the product firewall to port 135, 137-139 and 445. Whitelist the affected printer IP or port number to the firewall rule. In case this does not help, we recommend to check the local firewall rules in the Windows Firewall user interface and ensure that there is no potential conflict between F-Secure firewall rules, and local firewall rules.
Article no: 000011040
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Freedome on Mac OSX keeps trying to connect but never succeeds After clicking the protection ON switch, the status is left as connecting
Please uninstall and re-install Freedome on your Mac. To uninstall F-Secure Freedome on your Mac:
Find the F-Secure Freedome logo in the top right corner of your Mac (If the logo is not appearing in the top right corner of your screen, then just proceed to (3)) Click on it, and click Quit Open Finder Find F-Secure Freedome Drag the Freedome icon into Trash Enter your Mac password Reboot the Mac
To re-install F-Secure Freedome VPN for Mac:
Open this webpage: https://www.f-secure.com/fi_FI/web/home_fi/downloads Find F-Secure Freedome, and click Download for Mac Finalize the installation of the program from there When F-Secure Freedome is installed, click on the Subscription tab from the menu list on the left pane Depending on your activation method:
Click Have a code? to activate using a subscription code, and enter your code; OR Click Log in if you have a subscription with F-Secure Total or other providers, and sign in with your credentials
If reinstallation does not fix the issue or only temporarily fixes the issue:
If you have MacKeeper anti-virus software installed on your system, its Memory Cleaner feature can cause issues with Freedome. Disable or remove MacKeeper to make sure it is not the cause for the connection issue.
Article no: 000008381
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I lost/forgot my F-Secure FREEDOME VPN code
If you have lost or forgotten the subscription code for your F-Secure FREEDOME VPN, do one of the following:
If you bought the F-Secure FREEDOME VPN product from F-Secure eStore, contact F-Secure support. To speed up the recovery of the subscription code, have your email address (used when you bought the product) or order reference number at hand when contacting our support. If you bought the product from a local reseller, contact your reseller. If you have purchases from Apple Appstore or Google PlayStore, you do not get any code. You can activate the purchase by installing it from the store and choosing 'return purchase'.
If you have installed the newest version of FREEDOME installed, and you activated your code on that version, you can get the code from the program.
Open FREEDOME Go to Subscription Click Show Subscription code
NOTE: You cannot get the code even if you have newest FREEDOME version, if the code was used before the update.
Article no: 000001132
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How to allow users to be able to see and manage the encrypted messages they have sent through Messaging Security Gateway using the end user web service?
To enable management of sent encrypted messages in the end user web service (euweb):
Log into the Messaging Security Gateway Web UI. Click on the System tab. From the left-side menu, navigate to End User Services > Web Application. Under Settings, change Show Encryption Key Management to On. Click Save Changes at the top left corner.
Article no: 000015840
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This article describes the steps to generate debug logs for Computer Protection for Windows and Client Security 14 (and newer). Debug logs are needed in some instances by R&D to investigate some problems in detail.
FSDIAG with debug logs is needed in order to collect additional log files. Steps:
Download the debug tool from here Double click fsloglevel.exe Select Full Logging Click OK Restart the computer. Reproduce the steps that caused the original problem, take note of exact time of the problem. Generate FSDIAG by following steps explained here Kindly run the fsloglevel.exe tool a second time after submitting the logs. Click on Normal Logging to turn off the debug mode (it slows down your machine a bit).
Article no: 000009164
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Our current license certificate does not contain the most recent subscription information or license keys. How can I get an updated license certificate which includes the license keycodes required for when installing or updating to the newest product versions?
To get a new license certificate, proceed to contact your local reseller or F-Secure sales contact. If you are uncertain of who this contact is, kindly create a support ticket here.
Article no: 000001527
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How can I manually isolate hosts from the network with Policy Manager?
You can isolate one or more hosts from the network. Note: Use network isolation with caution and only in case of a network attack.
To isolate a host from the network:
Select the target host in the policy domain tree Go to the Operations tab Click Isolate under Network isolation. This isolates the selected host from the network To reconnect an isolated host to the network, click Release on the Operations tab.
Isolated hosts are shown on the Host issues section of the dashboard. This feature is only available in Policy Manager 14.10 and newer.
Article no: 000015929
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I am receiving reports from Windows Security Center that "Computer Protection by F-Secure is snoozed". Trying to activate the product through Windows Security Center brings up a dialog asking for admin rights to enable the software. When opening the F-Secure software directly, everything seems to be functioning normally.
This is a temporary state reported by Computer Protection to the Windows Security Center while it is updating its core components. These updates usually take 15-45 seconds to complete, after which Computer Protection will report that it is returning to a fully active state. We report the statuses to Windows Security Center, but we have no further control over how it chooses to display this information to the end users. There is always a possibility that a notification about the product being snoozed might remain visible to end users even after the product has returned to functioning normally and reported that state.
Article no: 000015354
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Submitting a False positive or False negative for MSG
This article explains how you can send false spam positives and false spam negatives to Proofpoint for further analysis.
Both administrators and end users can report false positives and false negatives. For end users, the administrator must first enable end user digests. End users can then report false positives and false negatives from the digest. Reporting false negatives requires the use of the Audit folder in the Quarantine.
It also requires setting up a Spam Reporting Group.
False negatives are messages that are considered spam by the end user, but since they were scored below 50 by the MLX engine, they were delivered to the end user. By reporting these messages to the Proofpoint Attack Response Center (PARC), you can help improve spam effectiveness against that specific type of message.
In order to fully examine the reported message, PARC requires the entire original/unaltered message. Since the best way to capture the original message is in the quarantine (before it arrives at your mail server), we use the "Audit Messages" feature to store Not Spam messages in the Audit folder.
There are two steps required to enable the reporting of false negatives:
Enable Auditing in all Spam Policies Enable Audit Messages for users
Enable Auditing in all Spam Policies
This option will quarantine (into the Audit folder) any message (<200K) marked as Not Spam that is also not being quarantined by any other rule.
Click Spam Detection > Policies. Edit the Default policy. Edit the Not Spam rule. Select the Include in Audit folder box. Click Save Changes. Repeat these steps for all other spam policies.
Note: The "Not Spam" messages will not be copied into the Audit folder until the "Audit Message" feature is actually enabled for one or more users (next step).
Enable Audit Messages for users
Navigate to Groups and Users / Users and select the checkbox next to each user who will use this feature.
Click the Groups button. Under "Available Groups" column, click Spam Reporting, then click >> to move it under the "Add" column. Click Save Changes.
Once these steps have been completed, mail marked as "Not Spam" will begin appearing in the Audit folder in the quarantine.
For performance reasons, we do not recommend that you enable Audit Messages for all users. If you do decide to enable it for all users, do so on Groups and Users / Global.
False positives are messages are scored as spam but are considered valid e-mail by the end user. False positives are very rare and are treated with the highest priority by Proofpoint. Digests allow for the reporting of false positives in the default configuration. Users click the Not Spam link next to an individual message and that e-mail is then delivered directly from the Quarantine to the Proofpoint Attack Response Center.
If this link does not appear in your digest, check the following:
Click Digest / Commands / Display Spam False-Positive Link (on). Click Digest / Filters / Modules. Click Spam, Options and then Digest Commands. "Report False Positive Spam" should be on the right-hand side. Digest / Content / Labels. Verify the name assigned to "Report False Positive Spam".
Reporting directly from the Quarantine
An administrator can perform the same reporting function, but directly from the Quarantine:
Navigate to Quarantine / Messages. Search for message by Subject, Sender, Recipient, etc. Select the checkbox next to the message and click Options / Report.
If you do not want your users to be able to report messages directly from their digest, and wish to only have administrators report directly from the quarantine, change the following options:
Digest > Commands. Disable "Report False Positive Spam". Digest > Commands. Disable "Report False Negative Spam". Groups and Users > Groups. Select the checkbox next to Spam Reporting and click Attributes. Set "Include Audit Messages in Digest" to "Default" and save.
These changes will still store both spam and not spam in the quarantine, but the end users will no longer see the Audit section in their digest and they will no longer see the "Not Spam" option in the Quarantine section.
Article no: 000001938
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I would like to release or transfer my F-Secure Internet Security license from one Windows computer to another. How do I do this?
If the computer, from which you want to transfer your F-Secure Internet Security license is still working and in use, you can:
Uninstall F-Secure Internet Security via the Windows Control Panel on your computer. If you are not able to find F-Secure Internet Security from the Control Panel, you may use the Uninstallation tool from this link : https://www.f-secure.com/en/web/home_global/support-tools . Download and run the Uninstallation Tool for Windows. Once the box appears, click Start and then choose 'Select what to remove', and then choose F-Secure Internet Security and click Next to run the uninstallation. Install F-Secure Internet Security with your valid license key to another Windows computer from our download page: https://www.f-secure.com/en/web/home_global/downloads
If the old computer, on which F-Secure Internet Security has been installed, is broken or no longer in use, you can transfer F-Secure Internet Security license to another computer as follows:
Install F-Secure Internet Security on a new computer and follow the installation instructions. Enter your valid license key when prompted. Select Re-use license when prompted. This releases all your licenses from your F-Secure Internet Security installations and this current installation consumes the first license. Allow the installation to complete.
All of your other F-Secure Internet Security installations automatically obtain the available remaining licenses when they are started. If you have F-Secure Internet Security installed on more computers than your current license key allows, the last one to get started will not obtain a license and remain expired. You can uninstall F-Secure Internet Security from this computer.
Article no: 000001184
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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.
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
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I am trying to install F-Secure Computer Protection/Server Protection on a Windows host and it failed between 80 to 99%. In fsdiag, NetworkInstaller.log displays the following entry:
*E: MsiMessageCallback: MSI: Service 'F-Secure Hoster (Restricted)' (fsnethoster) failed to start. Verify that you have sufficient privileges to start system services.
*E: MsiHandler::RunMsi: MSI returned code 1603
Follow the workaround below to fix the installation issue:
Rename following files to anything else (e.g. vcruntime140_old.dll):
On 64 bit Windows:
On 32 bit Windows:
Restart the computer
If the steps above do not help, there is a possibility that registry key HKEY_USERS\S-1-5-20 doesn't have the required permission for NETWORK SERVICE and fsnethoster is unable to create an entry there. Follow the steps below to fix the issue:
Click Start Type regedit, and press Enter Navigate to and select registry key HKEY_USERS\S-1-5-20 Select Edit Select Permissions Click Add... Type NETWORK SERVICE Click Check Names (the name should get underlined) Click OK Check Allow checkbox for Full Control (also Read permission should be automatically allowed) Click Apply Click OK
Article no: 000002638
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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.
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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How to transfer a license between devices without needing to make new purchase of Freedome
This article applies to the following FREEDOME multi-device subscriptions:
FREEDOME subscription code in this format: XXXX-XXXX-XXXX F-Secure TOTAL subscription
For example, if you have fully utilized a 5-device FREEDOME subscription, and you insert your subscription code or log in on a 6th device, you get the Transfer prompt. Transfer the license as follows:
Click Transfer, and the following happens:
This releases all of the licenses available with your multi-device subscription The device, on which you’re transferring the license, gets the first available license from your subscription Any other devices using the subscription code automatically get the available remaining licenses, when they connect to the FREEDOME servers
Click Cancel, if you do not wish to transfer a license
This ensures that no license is transferred, and FREEDOME continues to work on your other devices
If, when doing a license transfer, you find that you have installed FREEDOME on more devices than licenses available with your current subscription, the last device to connect to the FREEDOME servers does not obtain a license and remains expired.
Note: FREEDOME allows you to transfer a license a maximum of 4 times during a 3-day period. If you do this and transfer a license 4 times in a 3-day period, you are unable to transfer a license for 3 days from the first transfer.
Below are the steps on how to activate and transfer an F-Secure FREEDOME license code:
Open F-Secure FREEDOME Select Subscription from the menu Click/tap on Have a code or Redeem code or Did you buy a multi-platform subscription? Type in your subscription code Click/tap Submit If prompts to Transfer license, click Transfer
Below are the steps on how to activate and transfer an F-Secure FREEDOME license from TOTAL:
Open F-Secure FREEDOME Select Subscription from the menu Click/tap on Login Login with your TOTAL account details If prompts to that all licenses are in use, Release licenses Name your device Press OK
Article no: 000001410
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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?
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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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
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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
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When visiting a banking site, the Banking Protection banner or tab does not appear.
To help troubleshoot, do the following:
Ensure that you are using a supported browser:
Internet Explorer 11 Mozilla Firefox (two latest major versions) Google Chrome (two latest major versions). Note: Microsoft Edge is not supported due to lack of browser plugin for Edge.
Check that Banking Protection is enabled in the settings:
Open Main F-Secure product view Choose Settings Turn Secure browsing On/Off.
If the product has been upgraded, restart the computer and try accessing your online bank again.
Turn off and on the security features of the product:
Open F-Secure program Click on Tools Click on Turn off all security features Click on Turn on, to activate the program again.
Check that the Browsing Protection extension is enabled on the browser:
If you use Firefox:
Open your browser to check if the browser extension is turned on. Select Add-ons from the menu, then click Extensions. Click Enable next to the Browsing Protection extension.
If you use Chrome:
Select More tools > Extensions from the menu. Select Enable next to the Browsing Protection extension.
If you use Internet Explorer:
Select Tools > Manage Add-ons. Select the Browsing Protection extension, and click Enable.
If the browsing protection extension is not listed in your browser, you need to reinstall the extension manually.
On the Antivirus page of the product, click Settings. Select Other settings > Browser extensions. If you use Firefox or Internet Explorer, click Reinstall extensions. If you use Chrome, click Open Chrome Web Store to go the browsing protection extension's page, and then click Add to Chrome.
Try entering another online bank: If it works, then your online bank is most likely not included in our database. In this case, submit your online bank to our Labs for analysis as follows:
Go to Submit a Sample. Under the URL Sample tab, paste in your online bank's web address (URL) into the Sample URL text box. Check the "I want to give more details about this sample and to be notified of the analysis results" and fill in the contact form. Under URL type, select Banking Protection related issue or problem. Under Problem type, select Banking session does not activate when entering site. Give your sample a subject and description, and click Submit URL sample.
If the issue persists, re-installation of the F-Secure product may be required.
Article no: 000001080
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Can I install or update Computer Protection on a Windows PC with no internet access? Can PSB Computer Protection be updated in an offline environment?
Unfortunately, F-Secure Computer Protection cannot be installed or updated without an internet connection.
Article no: 000005700
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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
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Windows Management Instrumentation (WMI) Integration with F-Secure Policy Manager for Windows
F-Secure Policy Manager supports Windows Management Instrumentation (WMI) Integration. Policy Manager 13.xx Refer to the F-Secure Policy Manager admin guide Chapter 18, page 113 for more information. Policy Manager 14.xx Refer to the F-Secure Policy Manager admin guide Chapter 10, page 97 for more information. Instructions on how to obtain properties via WMI:
For PSB, check the following link: https://help.f-secure.com/product.html#business/psb-portal/latest/en/task_D863946C3247471F948CD82785CC1A3A-psb-portal-latest-en For Business Suite, check the following link: https://help.f-secure.com/product.html#business/policy-manager/14.20/en/concept_E55FFF0187A54B79B30637C7983BDCC8-14.20-en
Article no: 000002821
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Instructions to uninstall and re-install FREEDOME for Windows
Follow the steps below to uninstall and reinstall FREEDOME: To uninstall F-Secure program from Windows: Click on one of the links below that fit your version of Windows. The link redirects you to Microsoft's help page. Windows 10 Windows 8, 8.1 Windows 7 If the uninstallation fails using the standard Windows removal method, you can uninstall the product using F-Secure Uninstallation Tool To reinstall F-Secure FREEDOME VPN for Windows:
Download and install the FREEDOME from https://www.f-secure.com/en/home/download Click on the Subscription tab Depending on your activation method:
Click Have a code? to activate using a subscription code, and enter your code; OR Click Login if you have a subscription with F-Secure Total or other providers, and sign in with your credentials.
FREEDOME is ready to protect your privacy.
Article no: 000001136
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