FAQ - F-Secure Mobile Anti-Virus (for S60)
Installation / Uninstallation
1. What phone models are supported by Mobile Anti-Virus?
2. Which version should I use for the phone model "X"?
3. My device is not listed. Will my device be supported?
4. My Nokia 6600 browser is unable to download the 'sis-file'. The error message "Service unable to perform operation" is displayed. What should I do?
5. Where can I find the installation packages?
6. I'm unable to install. When starting the installation, I get error message "sertificate revoked for this application" is displayed. What can I do?
7. My phone memory is full; can I installe the F-Secure Mobile Anti-Virus to the memory card?
8. I cannot uninstall Mobile Anti-Virus from the Application Manager. How do I uninstall?
Activation
9. I am unable to connect to the update server and / or activate the F-Secure Mobile Anti-Virus. Why?
10. I get the error: "Unable to transfer subscription to this device!. What should I do?
Updates
11. How can I update the virus definitions?
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 the virus definitions manually?
14. The message "Automatic update failed (-1, 0)" appears in the log. What is wrong?
15. During Mobile Anti-Virus upgrade the download always stops at "X" KB and will not continue? Why?
Purchasing & Subscription
16. How can I buy / renew the licence?
17. I just bought the licence form eStore, but F-Secure Mobile Anti-Virus is stating that the licence is about to expire. Why?
18. Why did I receive multiple SMS messages after puchasing with the phone bill?
19. Can I use the same licence wiht another device?
General Use
20. How can I manually remove the installation?
21. My phone was reset. How can I restore the F-Secure Mobile Anti-Virus?
22. How can I contact suppot?
Interoperability
23. F-Secure Mobile Anti-Virus will not start after installing Apple iSync agent. Why?
24. I installed F-Secure Mobile Anti-Virus and another verdor's anti-virus software to the same device. Now my phone will not start. What can I do?
Virus Handling
25. I think my phone is infected with a virus. What should I do?
Installation / Uninstallation
1. What phone models are supported by Mobile Anti-Virus?
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 Anti-Virus
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.
My Nokia 6600 browser is unable to download the 'sis-file'. The error
message "Service unable to perform operation" is displayed. What should
I do?
This is a bug of the Nokia 6600 browser in firmware version 3.42.1.
(You can check your phone's firmware version using the code *#0000#.)
This error occurs occasionally if you have several applications open
and try to download large *.sis files. The 'DocumentHandler' saves the
file to d:\system\temp and there is not enough space, causing the
error. The bug was corrected in firmware version 4.09.1. Please refer
to your phone manufacturer for the firmware upgrade.
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5. 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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6. I'm
unable to install. When starting the installation, I get error message
"sertificate revoked for this application" 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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7. My phone memory is full; can I installed the F-Secure Mobile Anti-Virus to the memory card?
F-Secure Mobile Anti-Virus 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 Anti-Virus requires approximately
800KB of free memory to run and an additional 800KB on any drive to
store the installation package. You can delete the installation SIS
package once installed.
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8. I cannot uninstall Mobile Anti-Virus from the Application Manager. How do I uninstall?
You cannot remove F-Secure Mobile Anti-Virus through application control.
This action is restricted for security reasons; some viruses try to remove existing antivirus installations.
To uninstall F-Secure Mobile Anti-Virus: Open the F-Secure Mobile Anti-Virus main view.
Scroll down the menu and select the option 'Uninstall'. This will start the uninstallation of the product.
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Activation
9. I am unable to connect to the update server and / or activate the F-Secure Mobile Anti-Virus. Why?
The error message generally states, "F-Secure Mobile Anti-Virus 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 use the Nokia Settings wizard to get the correct connection
settings from the URL: http://www.nokia.com/nokia/0,,71993,00.html
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.
6. If you can see the test page, the connection profile you used is
correct and should be defined as the Internet access point for the
Mobile Anti-Virus:
Anti-Virus -> Options -> Settings -> Update -> Internet access point
7. If accessing the test page displays an error message about missing
certificate, there is a problem with the phone's built-in certificates.
You can check this from the Certificate management:
Settings -> Security -> Certif. Management
You should see several VeriSign Class 3 Public Primary Certificates. One
of them should have a serial number starting with 70BAE... Check from
the trust settings of this certificate that the value "Internet" is set
as "Yes". If the certificate is missing, please refer to your phone
manufacturer for a firmware upgrade.
Note: If you are experiencing problems with Mobile Anti-Virus version
2.20.11510 or older, please download and install the latest version.
Builds after 11510 have major improvements in the access point
handling.
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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 Anti-Virus 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 licence with another device?" for
further information.
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Updates
11. How can I update the virus definitions?
You can manually update F-Secure Mobile Anti-Virus 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 Anti-Virus 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 Anti-Virus
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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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 Anti-Virus 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 Anti-Virus
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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13. 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 Anti-Virus 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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14. 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 Anti-Virus 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 Anti-Virus 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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15. During Mobile Anti-Virus 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
16. How can I buy / renew the licence?
There are two ways to renew your licence subscription:
1. You can purchase more licence time through our eStore. Payment methods include credit cards, checks, bank transfers etc:
http://www.f-secure.com/estore/avmobile.shtml
Select 'Renew subscription' and fill in the subscription code from: Anti-Virus -> Options -> Subscription
2. Make a premium SMS order from the Mobile Anti-Virus user interface: Anti-Virus -> 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: Anti-Virus -> 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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17. I just bought the licence form eStore, but F-Secure Mobile Anti-Virus is stating that the licence is about to expire. Why?
During the initial activation of the 30-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 licence from other
sources, a new subscription code was generated. Mobile Anti-Virus 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/boxset/
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18. Why did I receive multiple SMS messages after puchasing 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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19. Can I use the same licence wiht another device?
The licence is device specific, and the device is verified from the
IMEI code (serial number). You cannot use the same licence in two
devices at the same time. If the same subscription key is used when
activating a new setup, the licence is transferred to the new setup.
You can transfer the licence 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.
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General Use
20. How can I manually remove the installation?
Removing the installation manually is not recommended.
If you are having problems uninstalling the Mobile Anti-Virus, please refer to the following FAQ entry:
"I cannot uninstall F-Secure Mobile Anti-Virus from the Application Manager. What should I do to uninstall?"
Remove the installation manually only if it is requested by the support.
To do this, you need a 3rd party file explorer such as FExplorer.
- Shut down the Mobile Anti-Virus: Anti-Virus -> Menu -> Exit
- Remove the following files and folders:
system\apps\antivirus\
\system\bif\avbiolcons.mbm
\system\bif\fsbiomessage.bif
\system\fs\
\system\help\antivirus.hlp
\system\install\anti-virus.bak
\system\libs\FS\
\system\libs\fsbiomessageviewer.dll
\system\parsers\fsbiomessageparser.dll
\system\recogs\fsrec.mdl
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21. My phone was reset. How can I restore the F-Secure Mobile Anti-Virus?
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
licence status will be checked from and confirmed by the server.
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22. How can I contact suppot?
In case of a problem with F-Secure Mobile Anti-Virus, 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 Anti-Virus
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
23. F-Secure Mobile Anti-Virus will not start after installing Apple iSync agent. Why?
The phone will wait until the phone start-up process has ended before launching Mobile Anti-Virus.
Apple iSync agent leaves the start-up process incorrectly open, thus preventing the Mobile Anti-Virus to start.
This issue will be solved when Apple fixes this defect in the iSync agent.
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24.
I installed F-Secure Mobile Anti-Virus and another verdor'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
Anti-Virus 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 Anti-Virus 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
25. 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
Anti-Virus, update the virus definitions, and do a full system scan.
For further assistance, contact mobile-support@f-secure.com
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