Installation / Uninstallation
1. What phone models are supported by Mobile Security
2. Which version should I use for the phone model
"X"?
3. Can I use Mobile Security version 6
on Windows Mobile 5 device?
4. My device is
not listed. Will my device be supported?
5. Where can I find the installation packages?
6. I am unable to install; the installer does not start or
gives an error message. What can I do?
7. My
phone memory is full; can I install the F-Secure Mobile Security to the memory
card?
Activation
8. I am unable to connect via GPRS to the update server
and/or activate the F-Secure Mobile Security. What should I do?
9. I get the error message: "Unable to transfer
subscription to this device". What should I do?
Updates
10. How
can I update the virus definitions
11. How
much data traffic do the automatic updates generate?
12. I do not want to use GPRS. Can I use other methods to
activate/update the virus definitions manually?
Purchasing & Subscription
13. How can I buy / renew license?
14. I just bought the license from eStore, but F-Secure
Mobile Security is stating that the license is about to expire. Why?
15.
Can I use the same license with another
device?
General Usage
16. My phone was reset. How can I restore the F-Secure
Mobile Security?
17. How can I contact
support?
Virus Handling
18. 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
API is basically the same for all devices using the same version of the Windows
operating system. If the phone is running a supported OS, e.g. Pocket PC 2003
Phone Edition, but is not listed in the supported model list, it is very
possible that the corresponding version of Mobile Security will install and work
with your device.
The supported phone models are the devices that we have
tested. If you wish, you can test the Mobile Security evaluation version with
your device, even if it is not supported. But we do not encourage this and take
no responsibility of any data loss. If you do test it, remember to back up your
data as you might end up doing a hard reset.
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3. Can I use Mobile Security
version 6 on Windows Mobile 5 device?
It is possible to use version 6
client application in the WM 5 device, but the feature set is limited as
Antitheft and Browsing protection do not work on WM 5 devices. In order to use
the full potential of the Mobile Security, it is recommended to upgrade the
operating system to v6.
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4. My device is not listed. Will my device be
supported?
Please see question "Which version should I use for the
phone model 'X'?" for more detailed information.
We are looking forward to
expanding the variety of supported phone models. To be 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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5. Where can I find the installation
packages?
All the downloads can be found at the URL:
- http://phoneav.com
- mobile.f-secure.com
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6. I am unable to install; the installer does not start or gives an
error message. What can I do?
Please ensure that the installer is
fully downloaded. If the connection breaks in the middle of the file transfer
the installer might be only partially downloaded. Re-download and try to start
the installer again.
Some operators such as Orange have locked their
phones to prevent installing any software to the device without the operator's
own certificate.
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7. 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. Try removing programs and data you do not need or move
them to the memory card.
F-Secure Mobile Security for Pocket PC requires
approximately 2,5MB, and the Smartphone versions require approximately 2 MB of
free memory during installation.
You will also need space on any drive to
store the installation package. You can delete this installation .cab package
once installed.
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Activation
8. I am unable to connect via GPRS to
the update server and/or activate the F-Secure Mobile Security. What should 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, such as Vodafone of 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. You can also try connecting
using other connection methods, such as WLAN or pass-through connection via PC
with ActiveSync software.
To troubleshoot the GPRS connection, please
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 default 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 GPRS settings of the phone are
incorrect. Please refer 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.
6. If you can see the page, the connection profile
you used is correct.
7. If accessing the test page displays an error message
about missing certificate, there is a problem with the phone's built-in
certificates.
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9. I get the
error message: "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 3 attempts to
move the F-Secure Mobile Security installation and service subscription to
another device. After 3 device changes the subscription will not activate in a
new device. If you need to transfer the subscription more than 3 times, please
contact the support.
For more information, see the FAQ "Can I use the
same licence with another device?" for further information.
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Updates
10. 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.
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11. 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, every 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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12. 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.
Windows Mobile
phones can also share the Internet connection of the PC with Microsoft
ActiveSync software.
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13. How can I buy / renew license?
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 in
the Subscription Code field to identify your subscription.
You can find the
subscription code from: Mobile Security -> Menu -> About view
Note:
With some partner teleoperators you can select to have a continuous
subscription, where the 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
the Subscribe-view. 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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14. I just bought the license from 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 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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15. 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 Usage
16. My phone was reset. How can I
restore the F-Secure Mobile Security?
You can restore the subscription
status if you use the same subscription key in the new installation. After the
system re-flashing, download the latest installation package from
http://mobile.f-secure.com/ and enter your subscription number when requested
during set-up. The license status will be checked from the server.
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17. 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.
List of all the other software that is installed in the phone memory
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Virus Handling
18. I
think my phone is infected with a virus. What should I do?
If you
suspect a virus infection, check the following:
- Find out where the
infection came from; did you receive it via Bluetooth, MMS, or was it downloaded
from the Internet?
- Check if the Bluetooth icon is activated? Are other
phones in close range getting Bluetooth connection attempts?
- Have people in
your phonebook been receiving MMS messages with attached executables from
you?
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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