NikK is actually right on both accounts.
“Advanced Monitoring” still exists in 2013 as functionality, but the dedicated setting has been removed. The logic has changed as well, “Advanced Monitoring” is now enabled by default, and will be disabled if “Compatibility Mode” is ticked.
As for the Online Scanner, the latest version also has no options anymore to choose what to scan, and it is somewhat debatable whether it's scan qualifies as “full scan” or not. In terms of malware scanning and removal it does a “full scan on everything that is active”, covering all types of malware, including rootkits. (Online Scanner scans for rootkits in the memory and then boots into Linux to clean them up). What it does not scan are inactive files, closed archives, external media (like USB sticks) or the users e-mails.
I based my answer on my general experience without actually checking the new GUIs. My bad.
Thanks NikK for spotting this and clearing things up
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You will understand that I cannot comply with your first request, while I do assume it was not meant sincerely anyways
But I am willing to provide you with an entirely new subscription key to circumvent your renewal problems as you asked for.
However, since we cannot exchange personal data like contact data or licenses keys publicly in this forum I would kindly ask you to open an official support ticket and refer to this community thread. Instructions follow.
I will take it then from there. Hopefully we can your third computer back to a protected state so that you can safely connect it to the internet again
With Best Regards,
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Please accept my sincere apologies for the troubles you went through. I understand if it changes nothing in the way you feel about us, but what happened to you is not normal practice for us.
We more than value our customers, and we wish that this value is reflected in both the quality and performance of our products and the service we deliver to support them. Therefore we are just as disappointed about what happened as you are.
While I can at this stage only speculate on what went wrong with your key code registration I am equally concerned about your difficulties in contacting us. Our Customer Care agents for Consumer Products operate in three shifts around the clock, seven days a week (in English language), and are reachable via phone, e-mail (through a web form) and via chat.
Not responding at all to your call for help on all three channels is a failure on our part that we are not willing to accept, and I will take it on myself to investigate further what happened during last Wednesday .
As for the software registration itself, the expected behavior of our software would have been to start warning a month before expiration, and it should always be possible to enter a new key code to extend the license at any time.
Be it weeks or month before or after the software expires.
I would be more than grateful if you would be willing to let us know whether your installation failed to display a reminder to renew your license in time, and what behavior prevented you from entering a new key code. Needless to say that we have a genuine interest to avoid such crucial software failures to avoid a similar ordeal for other customers.
Again my sincere apologies for the distress and inconvenience caused both by your challenges in renewing your license and by our not responding to your attempts to contact us.
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I am truly sorry it took us so long to respond to your unsettling situation. The good news is that almost certain neither your PC nor your thesis were in real danger at any time
When a Security Product of ours reports anything malicious on your computer it has already detected and stopped it, preventing it from causing any harm to your system or your data.
So the message you saw did not mean that your system is compromised, but exactly the opposite, that an attack on your system was stopped.
As for where the attack originated from I can only speculate. Possible scenarios would be:
1) The file is stored on an unprotected file server in your network. In this case the malware, although not causing any harm to that server, will try to infect your computer (and fail) every time you try to access that file.
2) There is an unprotected and infected computer with active malware in your network.
If in addition your firewall allows for some reason traffic from that computer to your PC (which it usually will not)- or it is switched off, that compromised machine will try to infect your PC over and over again, causing sometimes a lot of virus messages within a short time.
3) You are accessing an exploited web page (usually a trusted page like a news service that has been "hacked") that tries to infect you via drive by download. If your browser remembers your open tabs you might see the same virus warning repeatedly, every time you open your browser- or otherwise whenever you visit or reload that page.
It is true that our security software under some circumstances will not remove infected files, they will however do no more harm than wasting your disk space. And of course cause additional virus warnings whenever you or a system process is accessing that file.
Reasons for _not_ deleting an infected file can be:
1) We deliberately do not remove the file because it is an important system file and removing it would render your computer unusable. Naturally also in those cases we prevent the malware embedded in those files from causing any harm your system or your data, so you will be protected despite the frequent virus warning you will get in this case (whenever the infected file is executed, or otherwise accessed)
2) The file is inside an archive. In that case we would have to delete the complete archive to remove it, including all clean files therein.
3) The file is a temporary file created by an application, like browser downloads in progress, network streams and similar. Those files are usually locked by the application creating them, which means they cannot be opened or executed to do their damage, but also not deleted by an Antivirus at that point. Those files are then either replaced with a permanent version or automatically discarded when the process is finished.
I suspect that is what happened in your case which is why you couldn’t find those files afterwards.
It is very likely that your system is in fact clean, and in any case safe, but to be absolutely sure and get peace of mind I would recommend to do a manual full scan:
1) Update the virus definitions manually to make sure your Antivirus has the latest database updates installed.
2) Run a full scan from the menu you see when right-clicking the F-Secure icon. “Advanced heuristics” are by default enabled, please keep it that way or if you changed that setting please enable it again. This will allows for a more through scan and is highly recommended especially if you suspect an infection.
3) For additional safety please enable “advanced process monitoring” in the real-time scanning settings and let the computer run in that regime for one to two days depending on how much you use it. This setting will slow your computer down somewhat, albeit insignificantly unless your computer runs only with the minimum hardware recommended for the operating system alone. This setting is specifically recommended in case you suspect an infection, and not needed otherwise in everyday use (unless you work in a high security or high risk environment).
For “extra triple safety” you can run in addition a full scan with our OnlineScanner. Although somewhat redundant it can provide an extra bit of peace of mind
I hope my explanations and instructions were helpful, if something wasn’t clear please let me know and will try to do better.
Again my sincere apologies for letting you hanging for so long, Ondrej
P.S.: Needless to say that it is also recommended to make sure that your computer has the latest hotfixes, patches and updates, and just as important your other applications like office programs, PDF reader, browsers, mediaplayers etc. are updated with the latest patches and fixes or upgraded to the latest versions. Using outdated software will open the most common attack vectors to your computer which can, even if not leading to your PC being actually taken over result in a lot of virus warnings of this sort.
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Since late yesterday we are getting sporadic reports of crashing Microsoft Office applications from F-Secure Internet Security 2012 customers. The crashes are limited to the latest product version 2012, and seems furthermore limited to a yet unspecified number of localizations. They also only occur when the software’s “Advanced Process Monitoring” feature is enabled. It is worth noting that we are not dealing with an erroneous detection that is stopping the application from running (also called a “false positive”), but a technical incompatibility that can cause the application in some cases to crash. Most of our customers are unaffected, for those unfortunate few that are experiencing related problems a quick and simple workaround is to disable “Advanced Process Monitoring” from the products user interface. Disabling Advanced Process monitoring will not compromise the computers security during normal use. It provides additional protection against emerging threats, but since F-Secure products have multiple layers of protection it is safe to disable this feature temporarily. While having it disabled you should however refrain from downloading unnecessarily applications and files from untrusted sources! F-Secure are working with full speed on a solution, which will be delivered to our customers through the update channel. No reboot or user interaction will be necessary. We sincerely apologize for any inconvenience this issue may have caused and do our best to avoid similar incidents in the future.
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