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, a certificate error is displayed. What
can I do?
6. My phone memory is full; can I
install the F-Secure Mobile Security to the memory card?
Activation
7. I
am unable to connect to the update server and / or activate the F-Secure Mobile
Security. Why?
8. I get the error: "Unable
to transfer subscription to this device!. What should I do?
Updates
9. How
can I update the virus definitions?
10. How
much data traffic do the automatic updates generate?
11. I do not want to use GPRS. Can I use other methods to activate /
update the virus definitions manually?
12. The message "Automatic update failed (-1, 0)" appears in the log.
What is wrong?
13. During Mobile Security
upgrade the download always stops at "X" KB and will not continue?
Why?
Purchasing &
Subscription
14. How can I buy / renew
the license?
15. I just bought the license
form eStore, but F-Secure Mobile Security is stating that the license is about
to expire. Why?
16. Why did I receive
multiple SMS messages after purchasing with the phone bill?
17. Can I use the same license with another
device?
General Use
18. My phone was reset. How can I restore the F-Secure
Mobile Security?
19. How can I contact
support?
Interoperability
20.
I installed F-Secure Mobile Security and another
vendor's anti-virus software to the same device. Now my phone will not start.
What can I do?
Virus
Handling
21. I think my phone is
infected with a virus. What should I do?
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, even if the phones
are running the same user interface (UI) specification version, e.g. Series 60.
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/news/subscribe.shtml
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4. Where can I find the installation
packages?
All the downloads can be found at the URL:
- http://phoneav.com
- http://mobile.f-secure.com
The direct link to the
download page is: http://mobile.f-secure.com/
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5. I'm unable to install. When
starting the installation, a certificate error is displayed. What can
I do?
Please check that the phone date settings are correct. The
certificates of the phone could be corrupt or outdated. Refer to the phone
manufacturer for a fix or firmware upgrade.
Note: Phones manufactured
prior to Q1 2004 may not have the certificated delivered on the phone. Some
manufacturers are providing a small application that will enable the
introduction of the certificate to these phones. Please refer to the
manufacturers' web site for available downloads of such an application.
https://www.symbiansigned.com/app/page/faq
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6. 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 1MB of
free memory to run and an additional 1MB on any drive to store the
installation package. You can delete the installation SIS package once
installed.
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Activation
7. I am unable to connect to the
update server and / or activate the F-Secure Mobile Security. Why?
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, such as Vodafone or Orange) 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. Check that the date settings of your
phone are correct.
2. Close all open connections from 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
4. To test the
connectivity with your mobile browser, try accessing this site: https://msp.f-secure.com/web-test/
5. If you cannot access
the test page with your mobile browser, then the phone's GPRS settings are
incorrect.
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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8. 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
9. How can I update the virus
definitions?
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. F-Secure Mobile Security does not
open a connection, but it recognizes a connection being opened by, for example,
a Web browser. If the automatic update feature is activated, F-Secure Mobile
Security will fetch the updates in the background. If you have registered your
phone number, the virus definition updates are sent in urgent cases also via SMS
messages.
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10. 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 9-20 KB. For example, if you are
connected to the Internet at least once a day, automatic updates generate
approximately an extra 400 KB a month. If your GSM operator bills you 1€/1MB,
the automatic updates would add approximately 40 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.
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11. I do not want to use GPRS. Can I
use other methods to activate / update the virus definitions
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 the definitions manually without
an Internet connection directly from the phone. Some phone models also have WLAN
integrated, which Mobile Security can utilize. There is 3rd party software that
enables the phone to use the PC Internet connection when connected, but this
kind of software are not tested nor supported.
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12. The message "Automatic update
failed (-1, 0)" appears in the log. What is wrong?
You might see this
kind of entries in the log:
02/01/2006 08:42
Automatic update failed
(-3, 2)
30/12/2005 10:10
Automatic update failed (-1, 0)
28/12/2005
20:48
Manual update complete
28/12/2005 09:22
Automatic update failed
(-1, 0)
24/12/2005 20:20
Automatic update failed (-1, 0)
There is
no single reason causing the automatic update to fail. When there is a GPRS
connection open, the Mobile Security will try to connect to the update server
regardless of the access point. In most cases these entries are generated when
connected to an MMS and sometimes when you are connected to a WAP access point.
When a MMS message is sent or received, a GPRS connection is opened to the MMS
access point. Usually connections via MMS access point are restricted to the MMS
gateway, and when the Mobile Security tries to connect to the update server the
connection will fail. If the update check is performed successfully when you
force it from the user interface, then this is probably the case and you can
ignore these messages.
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13. 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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Purchasing &
Subscription
14. How can I buy / renew the
license?
There are two ways to renew your license
subscription:
1. You can purchase more license time through our eStore.
Payment methods include credit cards, checks, bank transfers etc:
http://www.f-secure.com/en_EMEA/estore/renewals/
Enter
your subscription code to the Subscription Code field. You can find the
subscription code from: Mobile Security -> Options ->
Subscription
2. Make a premium SMS order from the Mobile Security user
interface: Mobile Security -> Options -> Subscription ->
Purchase -> Phone bill
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: Mobile Security -> Options ->
Subscription -> Purchase
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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15.
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 subscription code by purchasing with premium SMS messages or
selecting the "renew subscription" from eStore. 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. Reinstall
the program and fill-in the new code when requested. Note: If the trial period
has already expired, you must re-install the retail version installer to change
the subscription key. The retail version requires a valid subscription key
during the installation. You can download the retail installers here: http://mobile.f-secure.com/
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16.
Why did I receive multiple SMS messages after purchasing with the phone
bill?
OpenBit handles the billing of premium SMS purchases. Below are
some answers to questions on purchasing applications by phone. You can also
check: http://www.openbit.com/support/
Q: Are you billing the
application multiple times because my phone sends more than one message or I
received more than one MT message?
A: The application price may require
sending multiple messages because the price of one message may not cover the
total price of the application. For example, if the application costs 10 euros
and your GSM operator supports a premium SMS with nominal value of 2
euros/message, 5 premium SMS messages will be sent automatically to cover the
application price. In some cases this may mean that you also receive 5 messages
back.
Q: I haven't bought anything recently, but now I receive tons of
SMS messages!
A: The premium SMS messages used for application payment may
not be sent immediately after the purchase. Depending on the cost of
applications and how frequently you purchase them, the messages may get sent
immediately or perhaps after a few weeks or even months. This is because the
total value of the payment is not even multiple of the nominal value of one
individual premium SMS set. Your GSM operator and Openbit do not want to charge
you any more than the exact price of the application.
Q: Do I need to
save the messages I receive in order to legally use the application?
A: It is
ok to remove the messages received from your operator. You can legally use the
application after you have approved the SMS sending (= payment of the
application by premium SMS). You do not need to wait until you receive the
messages.
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17. 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
Anti-Virus definition 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.
Anti-Theft for Mobile can be installed only to one device. When changing
the phone, you need to buy a new license for the new phone.
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General Use
18. My phone was reset. How can I
restore the F-Secure Mobile Security?
You can restore the subscription
status by using the same subscription key in the new installation. After the
system re-flashing, download the latest '.sis-install' package from 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.
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19. 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#)
5. Your mobile telephone number in international format
6. The
version of your F-Secure Mobile Security
7. The firmware version of the phone
(you will see it with code *#0000#)
8. List of all the other software that is
installed in the phone memory
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Interoperability
20. I installed F-Secure Mobile
Security and another vendor's anti-virus software to the same device. Now my
phone will not start. What can I do?
Installing two anti-virus
software to the same device can cause severe conflicts. You must start the phone
without loading the F-Secure Mobile Security in the start-up and then remove the
conflicting anti-virus software.
1. Restart the phone.
2. After
inputting the PIN-code, hold the Shift (the pen key) pressed and press the
'C'-key multiple times.
3. F-Secure Mobile Security will not be loaded, and
the phone will start normally.
4. Remove the conflicting anti-virus software.
5. Restart the phone.
Note: Symantec Mobile Anti-Virus must be
disabled manually before it can be uninstalled:
1. From the Symantec GUI,
disable "Protection" and "Firewall".
2. Select "Exit" to close the Symantec
Mobile Anti-Virus.
3. Uninstall Symantec Mobile Anti-Virus from the
application manager.
4. Restart the phone.
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Virus Handling
21. I think my phone is infected
with a virus. What should I do?
If you suspect a virus infection,
check the following:
1. Find out where the infection came from; did you
receive it via Bluetooth, MMS, or was it downloaded from the Internet?
2.
Check the process list (by holding the menu button pressed), and terminate all
unknown processes (by selecting the process and pressing the 'C'-button).
3.
Check if the Bluetooth icon is activated? Are other phones in close range
getting Bluetooth connection attempts?
4. Have people in your phonebook been
receiving MMS messages with attached '.sis-files' from you?
5. Does the phone
menu work? Does it show something unusual? Does the Application Manager
work?
6. Do the symptoms resemble the most common mobile viruses (Cabir,
Commwarrior, Skulls)? For more info on these, please see:
- http://www.f-secure.com/v-descs/cabir.shtml
- http://www.f-secure.com/v-descs/commwarrior.shtml
- http://www.f-secure.com/v-descs/skulls.shtml
To make a
full system virus scan: Install the F-Secure Mobile Security, update the virus
definitions, and do a full system scan. For further assistance, contact
mobile-support@f-secure.com
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