FAQ - F-Secure Mobile Anti-Virus (for Windows Mobile)

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. Where can I find the installation packages?
5. I am unable to install; the installer does not start or gives an error message. What can I do?
6. My phone memory is full; can I install the F-Secure Mobile Anti-Virus to the memory card?
Activation
7. I am unable to connect via GPRS to the update server and/or activate the F-Secure Mobile Anti-Virus. What should I do?
8. I get the error message: "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?
Purchasing & Subscription
12. How can I buy / renew licence?
13. I just bought the licence from eStore, but F-Secure Mobile Anti-Virus is stating that the licence is about to expire. Why?
14. Can I use the same licence with another device?
General Usage
15. After installiing the Mobile Anti-Virus to the PocketPC device, my phone does not register itself to the GSM network anymore. What is wrong?
16. My phone was reset. How can I restore the F-Secure Mobile Anti-Virus?
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 Anti-Virus
The supported models are listed next to the corresponding download links. Please see the download page the 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. It the phone is running a supported OS, e.g. Pocket PC 2003 Phone Edition, but is not listed in the supported model lis, it is very possible that the corresponding version of Mobile Anti-Virus will installa and work with your device.

The supported phone models are the devices that we have tested. If you wish, you can test the Mobile Anti-Virus evaluation version with your device, even if it is not supported. But we do not encourage this and take no responsibity 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. 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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4. 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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5. 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 intaller 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. Please check if your teleoperator has applied such restrictions from this

URL: http://msdn.microsoft.com/mobility/windowsmobile/partners/mobile2martket/smartphoneapps/default.aspx
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6. My phone memory is full; can I install the F-Secure Mobile Anti-Virus to the memory card?
F-Secure Mobile Anti-Virus 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 Anti-Virus for Pocket PC requires approxiamately 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

7. I am unable to connect via GPRS to the update server and/or activate the F-Secure Mobile Anti-Virus. 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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8. 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 Anti-Virus 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

9. 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.
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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 Anti-Virus 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 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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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 Anti-Virus can utilize.

Windows Mobile phones can also share the Internet connection of the PC with Microsoft ActiveSync software.
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12. How can I buy / renew licence?
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:
- Pocket PC -version: Anti-Virus -> Update-menu -> Subscribe
- SmartPhone-version: Anti-Virus -> Menu -> Subscribe

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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13. I just bought the licence from 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 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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14. Can I use the same licence with 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 Usage

15. After installiing the Mobile Anti-Virus to the PocketPC device, my phone does not register itself to the GSM network anymore. What is wrong?
Versions prior to 2.1.12080 can cause, in some random occasions, the PIN code dialog to hide in the background during the system start-up in Windows Mobile 5.0 PocketPC devices. This is fixed in new versions.

To get the PIN code dialog to the foreground, dial any number, or switch the flight mode on and then off.
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16. My phone was reset. How can I restore the F-Secure Mobile Anti-Virus?
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 licence 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 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. 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 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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