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General use
01.   I am experiencing technical difficulties with the F-Secure PC Protection. How can I proceed?
    Before contacting our technical support, please try to resolve your question or issue using AKNET security center FAQ. If you cannot find the answer to your problem and wish to contact us, this page also contains the phone numbers of our technical support. They will assist you in solving any technical difficulties you may come across.
02.   What can I do if the F-Secure PC Protection icon is missing from the Windows system tray?

Check the following:

  1. In Windows XP, icons may be hidden. Click the arrow button on the Windows system tray (next to the clock) to show the hidden icons.
  2. Check that the program can be started from the Windows Start menu:
    1. Select Start > All Programs > F-Secure PC Protection > Open F-Secure PC Protection.
  3. Uninstall any other antivirus or firewall products from your computer.
  4. Scan the computer for viruses by using F-Secure Online Scanner (http://www.aknetbd.com/sc.php)
  5. If the instructions above do not help, make sure that Windows is updated with the latest patches:
    1. To check for Windows updates, double-click the Automatic Updates icon on the Windows system tray.
  6. If the following happens:
    1. The product icon is not shown in the system tray when you log in as a user, but the icon is shown when you log in as an administrator.
    2. You receive an error message similar to: FSM32.exe - Application Error. The application failed to initialize properly (0x0000022), click OK to terminate the application..

This happens if you do not have the permission to read and execute files in the following folders:

    1. the installation folder
    2. C:\Windows\system32
Please contact AKNET technical support if you need assistance with this.
03.   I am using Digital Subscriber Line (DSL) in Austria and my connection no longer works when the F-Secure PC Protection is turned on. What can I do?
    Some DSL providers in Austria also require you to allow the Generic Routing Encapsulation (GRE) protocol. To do this, create a firewall service and rule that allow the protocol in both directions to any IP address.
04.   How can I create and send an FSDIAG file?

If you have technical problems with your security product, you can create and send an FSDIAG file to our technical support. The file helps us solve technical problems specific to your computer.

You can create the file by using the Diagnostic Utility tool. The tool gathers vital information about your system and creates a group of log files. These log files contain information about your security product, as well as operating system logs and system settings. In some cases, this information might be considered confidential. All data collected by the Diagnostic Utility tool is stored locally on your computer.

To create and send the FSDIAG file:

  1. Click Start.
  2. Select All Programs > F-Secure PC Protection > Diagnostic Utility.
  3. In the Diagnostic Utility tool window, click OK. The tool starts gathering information. It creates the output file on your desktop.
  4. Attach the FSDIAG.TAR or FSDIAG.TAR.GZ file to your support request. The technical support handles your request and contacts you. Please wait for our reply.

Note: Once you have sent your support request, you receive an e-mail reply from us. The reply contains the ticket ID of your support request. Please save the ticket ID because you need it later for reference.

You can also download and run the Diagnostic Utility tool from the following location: ftp://ftp.f-secure.com/support/tools/fsdiag/fsdiag.zip