Installation /
Uninstallation
1. What phone models
are supported by Mobile Security?
2. Which version should I use for the phone model "X"?
3. My device is not listed. Will my device be
supported?
4. Where can I find the
installation packages?
5. I'm
unable to install. When starting the installation, I am
prompted to disable unknown sources from application settings. What can I
do?
6. With Android 2.2, I am
unable to uninstall. When starting the uninstallation from Manage application, I
am prompted ‘Uninstall not successul’. What can I do?
7. I downloaded the file but installation doesn’t
start. What should I do?
8. My phone
memory is full; can I install the F-Secure Mobile Security to the memory
card?
Activation
9. I am unable to connect to the update server and /
or activate the F-Secure Mobile Security. What can I do?
10. I get the error: "Unable to transfer subscription
to this device!. What should I do?
Updates
11. How can I update the application?
12. How much data traffic do the automatic updates generate?
13.
I do not want to use GPRS. Can I use other
methods to activate / update application manually?
14. During Mobile Security upgrade the download
always stops at "X" KB and will not continue? Why?
Anti-Theft
15. I cannot set password. What are the password
requirements?
16. I cannot set my
remote Anti-Theft on. What should I do?
17. How do I remotely lock or wipe my device?
18. With Android 2.2, why do I need to activate
F-Secure Mobile Security as a ‘Device Administrators’?
Browsing
Protection
19. Why F-Secure
Browsing Protection is set to default browser?
20. How do I set F-Secure Browsing Protection as default
browser?
Purchasing &
Subscription
21. How can I buy /
renew the license?
22. I just bought
the license form eStore, but F-Secure Mobile Security is stating that the
license is about to expire. Why?
23. Can I use the same license with another device?
General Use
24. My phone was reset. How can I restore the F-Secure Mobile
Security?
25. How can I contact
support?
Installation /
Uninstallation
1. What phone models are supported by Mobile Security?
The
supported models are listed next to the corresponding download links. Please see
the download page at the URL: http://mobile.f-secure.com/
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2. Which
version should I use for the phone model "X"?
The software
application interface varies from phone to phone. For this reason, F-Secure
Mobile Security needs to be tested and possibly re-implemented for every
supported phone model. If the model is not listed, you cannot install a version
designed for other models.
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3. My device is not listed. Will my device be supported?
We are
looking forward to expanding the variety of the supported phone models. To stay
informed about our new products, please subscribe to our mobile news e-mail list
at the URL: http://www.f-secure.com/f-secure/pressroom/subscribe.html
Please see the question "Which version should I use for the phone model 'X'?" for more detailed information.
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4. Where can I find
the installation packages?
All the downloads can be found at
the http://mobile.f-secure.com
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5. I'm unable to install. When
starting the installation, I am prompted to disable unknown sources from
application settings. What can I do?
To make sure that you can install
applications outside the Android Market, you have to set unknown sources as
allowed from settings. Open Settings > Application and check that Unknown
sources is checked.
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6. With Android 2.2, I am unable to uninstall. When starting the uninstallation from Manage application, I am prompted ‘Uninstall not successul’. What can I do?
The F-Secure Mobile Security or the Anti-Theft client application
uninstallation does not work through application manager uninstallation. This is
an operating system feature, which is related to the usage of certain system
functionalities. To uninstall F-Secure Mobile Security from Android 2.2 devices,
you need to uncheck Device administrators selection from Settings > Location
& Security > Select device administrators.
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7. I downloaded the file but installation doesn’t start. What should I do?
If application installation file (i.e. apk) is downloaded from F-Secure website, download manager will be responsible for the file download. After download is finished, you can initiate installation from the download manager.
If application installation file is transferred to the device memory card (sd
card), you may need the help of a file manager application to browse to the sd
card and launch the installation from there.
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8.
My phone memory is full; can I install the F-Secure Mobile Security to the
memory card?
F-Secure Mobile Security can be installed only to the
phone memory (C-drive). Try removing programs and data you do not need or move
them to the memory card. F-Secure Mobile Security requires
approximately 4.5MB of free disk space for installation and
additional 2MB on any drive to store the installation package. You can
delete the installation .apk package once installed. Note that browser
cache size depends on the amount of websites you browse and takes space to store
to make the browsing experience smoother.
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Activation
9. I am unable to connect to the
update server and / or activate the F-Secure Mobile Security. What can I
do?
The error message generally states, "F-Secure Mobile Security does
not have a required connection to the update/validation server". Probably this
is caused by incorrect GPRS settings. In some rare cases, the teleoperator (your
Service Provider) has restricted the connection. Other possible failure causes
include significantly incorrect date settings or an active GPRS session
utilising other access points. If another GPRS session is active, terminate the
connection and try again.
To troubleshoot the connection, follow these
steps:
1. Make sure SIM card is inserted in your device. You can still use WiFi
connection to activate.
2. Check that the date settings of your phone are
correct.
3. Close all open connections from wireless controls in device
settings Connection Manager.
3. Try connecting using your teleoperator's
Internet access point. If there is no Internet AP defined, create one with the
frequently used values Connection name: Internet, Access Point Name:
internet
5. To test the connectivity with your mobile browser, try accessing
this site: https://msp.f-secure.com/web-test/
6. If you cannot access
the test page with your mobile browser, then the phone's GPRS settings are
incorrect. You can use the HTC "How-tos" site to get the correct connection
settings from the URL: http://www.htc.com/www/howto.aspx?p_id=283&id=8&f=t.You
can also ask your local teleoperator for the correct GPRS settings. When the
connection settings are defined, usually the Internet-profile is the one that
should be used.
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10. I get the error: "Unable to transfer subscription to this
device!" What should I do?
This error message is displayed when the
update server cannot authenticate the subscription with the IMEI code of your
phone. Reason for the authentication failure is that there have been more than
three attempts to move the F-Secure Mobile Security installation and service
subscription to another device. After three device changes the subscription will
not activate in a new device. If you need to transfer the subscription more than
three times, please contact support. See the FAQ item "Can I use the same
license with another device?" for further information.
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Updates
11. How can I update the
application?
You can manually update F-Secure Mobile Security whenever
you want, or you can configure it to automatically download updates every time
there is an active connection to the Internet. If the automatic update
feature is activated, F-Secure Mobile Security will fetch the updates in the
background. Updates are checked once per day. F-Secure Mobile Security does
not open the connection, instead it uses the active connections.
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12. How much data traffic do the
automatic updates generate?
When the Automatic Update feature is
enabled and when the connection to the Internet is active, F-Secure Mobile
Security checks for updates once a day. Depending on the amount of available
updates, each check generates 20-40 KB. For example, if you are connected to the
Internet at least once a day, automatic updates generate approximately an extra
900 KB a month. If your GSM operator bills you 1€/1MB, the automatic updates
would add approximately 90 cents to your phone bill.
When an updated application is available, F-Secure Mobile Security displays the amount of data to be downloaded and prompts you for confirmation before starting the download. You can also initiate application updates manually from the main user interface, and then, the prompt for confirmation is not displayed.
If you are worried about the data traffic costs while roaming, set the
Network to use to "My own operator only".
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13. I do not want to use GPRS.
Can I use other methods to activate / update application
manually?
The clients connecting are authenticated and verified with
many factors, such as the IMEI code (serial number) of the phone and the
subscription number. It is impossible to update application manually
without an Internet connection directly from the phone. Some phone models also
have WLAN integrated, which Mobile Security can utilize.
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14. During Mobile Security
upgrade the download always stops at "X" KB and will not continue?
Why?
Some teleoperators have set a restriction to the maximum file
download size through secure (SSL) WAP connections when using the WAP access
point. Try using the Internet access point.
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Anti-Theft
15. I cannot set password. What are the
password requirements?
Password in Anti-Theft minimum length is 5
characters and maximum 32. Password cannot contain spaces or tabs. It is highly
recommended to use strong passwords.
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16. I cannot set my remote Anti-Theft on. What
should I do?
F-Secure Anti-Theft for Android uses system provided
screen unlock pattern for securing the device. Before you can take remote
Anti-Theft into use you must define this pattern. Also password must be set
first. After this remote Anti-Theft is automatically enabled.
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17. How do I remotely lock or wipe my
device?
In order to remotely lock or wipe the device, remote
anti-theft must be enabled. In case your device is lost or stolen, send SMS with
keyword and password to device. E.g. #LOCK#12345. Note that 12345 is too simple
password and will not work or cannot be set in real devices.
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18. With Android 2.2, why do I need to activate
F-Secure Mobile Security as a ‘Device Administrators’?
F-Secure
Mobile Security needs to be a Device Adminstrator in order to allow F-Secure
Anti-Theft to perform remote lock and wipe on the device.
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Browsing Protection
19. Why F-Secure Browsing Protection is set to
default browser?
F-Secure Browsing Protection is set as a default
browser because only then we can provide the security you need. Many phishing
messages e.g. come as a link in an email or sms and operating system opens those
messages in default browser when the link is clicked by the user.
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20. How do I set F-Secure Browsing Protection
as default browser?
In order to set F-Secure Browsing Protection as
default browser, you have to clear defaults application for web browsing from
Settings> Applications> Manage applications > Browser (or the
application it defaults to in your given situation) > Tap Clear defaults.
Next, simply open any URL from Email or Google Search in Home screen and set
‘Use by default for this action’ before you choose F-Secure Browsing Protection.
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Purchasing & Subscription
21. How can I buy / renew the license?
There are
two ways to renew your license subscription:
1. You can purchase more
license time through F-Secure eStore (credit card) with your mobile browser. The
purchase extends the existing service subscription, which means that no license
code needs to be inserted when making the purchase. Select Buy from the main
view of the client application and select 12-24 months protection: Buy ->
12-24 months protection (Buy with credit card)
2. You may also make the purchase with PC browser at http://www.f-secure.com. You will receive a license (subscription code) which needs to be used for activating the client application. Buy -> Already have a licence.
Note: With some partner teleoperators you can select to have a continuous subscription, where service is charged on a monthly basis with the phone bill. This will require the operator specific version of the software. To start and stop the continuous subscription there is a corresponding option in: Buy -> Continuous subscription
In the menu, the continuous subscription service and the options to
subscribe/unsubscribe are updated the next time the client connects to the
update server.
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22. I just bought the license form eStore, but F-Secure
Mobile Security is stating that the license is about to expire.
Why?
During the initial activation of the 7-day trial version, a
unique subscription code was generated. You can extend this license by
subscribing additional service time through the client application Buy menu. The
buy menu shows all available purchase methods.
If you have purchased the license from other sources, a new subscription code
was generated. Mobile Security is using the old subscription code instead of the
new one. You may activate the client with the new subscription code through the
Buy menu.
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23. Can I use the same license with another
device?
The license is device specific, and the device is verified
from the IMEI code (serial number). You cannot use the same license in two
devices at the same time. If the same subscription key is used when activating a
new setup, the license is transferred to the new setup. You can transfer the
license to another phone up to 3 times. After 3 transfers the subscription code
will no longer activate in a new device.
The subscription is also verified during the reputation update check. If
you are using the same subscription code in two devices, the subscription code
will be locked to the last device after 3 updates.
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General Use
24. My phone was reset. How can
I restore the F-Secure Mobile Security?
After the system re-flashing,
try to update the client. If update is not possible you may have to download the
latest '.apk' installation package again from the URL http://mobile.f-secure.com/ and enter your subscription number
when requested during set-up. The license status will be checked from and
confirmed by the server. You can restore the subscription status by using the
same subscription code in the new installation.
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25. How can I contact
support?
In case of a problem with F-Secure Mobile Security, please
contact the following e-mail address: mobile-support@f-secure.com
To help
us to help you, please provide the following information:
1. Problem
description
2. Phone model
3. The subscription code
4. The IMEI code of
the phone (you will see it with code *#06#) If this doesn't work, go to settings
-> About phone -> Status -> IMEI
5. Your mobile telephone number in
international format
6. The version of your F-Secure Mobile Security (visible
in About view)
7. The firmware version of the phone from Settings -> About
phone -> Firmware version
8. List of all the other software that is
installed in the phone memory
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