1. I am experiencing technical difficulties with ZoomTown Internet Security. How can I proceed?
If you are experiencing technical difficulties and wish to contact us, please call 513-397-HELP(4357). We are available 7 days a week from 7:00am - 12:00 midnight.

2. I have subscribed to the ZoomTown Internet Security Service but cannot install my software. Why?
Here is a list of the most frequent reasons preventing the installation:

• You still have old security software installed on your PC. This software should be removed before installing ZoomTown Internet Security. Please remove this old security software manually.
• Your PC might be infected with a virus, which prevents the installation of ZoomTown Internet Security. Click here to check your PC for viruses.
  Please use the Online Scanner to check your PC for possible virus infections and remove them.

3. 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 > ZoomTown Internet Security > 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.

Click here to download and run the Diagnostic Utility tool.

4. I have a shared Internet connection; can I use ZoomTown Internet Security on all the computers?
Yes, it is recommended to use ZoomTown Internet Security on each PC. Your subscription to ZoomTown Internet Security allows you to install it on up to 3 computers.

5. Can I give a copy of the software to a friend?
No. Each installation of the service needs to be made using a subscription key. If your friend installs the service using your subscription key, your installation will stop working. Distributing ZoomTown Internet Security without permission is against copyright laws.

6. I formatted my hard drive. Do I need to register again?
No, you do not need to register again for the ZoomTown Internet Security Service. If you still have your subscription number (xxxx-xxxx-xxxx-xxxx-xxxx) you can reinstall ZoomTown Internet Security and use the same subscription number. However, if you have lost your registration information you can log on to http://broadband.zoomtown.com/ and click the ZoomTown Internet Security icon to obtain it.

7. Is the service really updated automatically?
Yes. ZoomTown Internet Security updates itself automatically. However, you need to be connected to the Internet.

8. The product shows that the virus definitions are out of date. What can I do?
ZoomTown Internet Security updates itself automatically, and you do not have to do anything. If you are using a modem, the product is automatically updated every time you connect to the Internet. If you have a broadband connection, updates are checked once per hour. You can also manually check for updates. To open the product, double-click the product icon at the bottom right corner of your screen. To check for updates:

1. Click the Automatic Updates tab.
2. Last update check displays the time of the latest update.
3. Click Check now. Automatic Update Agent connects to the Internet and checks for the latest updates. If the protection is not up-to-date, it retrieves the latest updates.
   Note: If you are using a modem, or have an ISDN connection to the Internet, the connection must be active to check for updates.

9. How do I know that I have the latest updates?
When automatic updates are turned on, Automatic Updates keep the product up-to-date any time you are connected to the Internet. You can also check that you have the latest updates. To open the product, double-click the product icon at the bottom right corner of your screen. To check for the latest updates:

1. Click the Automatic Updates tab.
2. Last update check displays the time of the latest update.
3. Click Check now. Automatic Update Agent connects to the Internet and checks for the latest updates. If the protection is not up-to-date, it retrieves the latest updates.
   Note: If you are using a modem, or have an ISDN connection to the Internet, the connection must be active to check for updates.

10. I used to play network games or use peer-to-peer software on the web before I installed the software. Now these applications do not work anymore. What now?
If this occurs, please change the settings of your Internet Shield security level. The Internet Shield security levels are a set of security rules that allow you to modify your level of Internet Shield protection. In most cases, a security level set to the "Normal" status will allow you to run these types of applications without any problems. To change your active security level, open the ZoomTown Internet Security user interface by clicking the ZoomTown Internet Security icon in the right-hand corner (in the System Tray). Click "Internet Shield" button, click the "Advanced" link. Afterwards, choose the "Normal" security level.

11. Does ZoomTown Internet Security work with another antivirus or firewall software, which was previously installed on my computer?
No. You cannot have two of the same service components from different vendors installed on your PC (e.g. two antivirus solutions from different vendors). You must remove any other anti-virus or firewall software before installing ZoomTown Internet Security. ZoomTown Internet Security will automatically detect and remove your old well known antivirus and/or firewall software during the installation.

12. I have many files with extensions "0xe" or "0ll" on my hard drive. What are these files?
These files were originally viruses that have been renamed by ZoomTown Internet Security in order to prevent them from infecting your computer. Disinfection was not possible because these files were 100% virus code and ZoomTown Internet Security renamed them automatically by giving them a .0xe or 0ll extension. Renamed files (like "0xe" or "0ll") still contain malicious code, but they cannot spread or harm your computer anymore. You can delete the files manually or let ZoomTown Internet Security remove them automatically.

13. Does IRC (Internet Relay Chat) work with ZoomTown Internet Security?
Yes. If your Internet Shield Security Level is set to 'Normal', ZoomTown Internet Security will allow IRC by default. However, if you are using another Security Level or have added your own firewall rules or services, remember to check that "Service IRC" and "Service IDENT" traffic is allowed in both ways in the Security Level that you are using.

14. The installation of ZoomTown Internet Security stopped working when I installed the same product to another computer. Why?
ZoomTown Internet Security uses a unique 'subscription number' for each installation. This means that only one computer at a time can be served with one and the same subscription number. However, only if you have a subscription number allowing x-amount of installations, x-amount of computers can be served at the same time.

15. Why is the first ZoomTown Internet Security installation package so large?
The first package contains the whole solution download. Future updates will be significantly smaller.

16. Why does downloading ZoomTown Internet Security updates take so long?
If you are browsing other websites while the download is taking place, this will slow down the download speed.

17. How do I know that I have the latest update?
You can see the update packages and their date stamps on the ZoomTown Internet Security 'Automatic Updates- pane. To check if there are newer updates available, click the "check now" link in the 'Automatic Updates' pane.

18. Why is my PC a little bit slower than before installation?
Your ZoomTown Internet Security will take a small portion of free resources from your PC. This might cause a minor slowdown of your computer. However, ZoomTown Internet Security will not affect your everyday PC use.

19. How do I know that the software is properly installed and running?
Please check the ZoomTown Internet Security icon displayed on your Windows system tray, at the bottom right corner of your screen. If the product installation is still ongoing you will see an indication above the icon. In case of product malfunction or out-of-date databases, the icon will change accordingly.

20. How do I know that my ZoomTown Internet Security is valid and that automated updates are working?
You can check the status of the ZoomTown Internet Security by double clicking on the icon in the Windows system tray in the bottom right hand corner of your screen. Now you will see the main settings of the program. If the status of ZoomTown Internet Security is shown as "Protected" and the rest of the settings show a green light, the service is functioning. If the status lights have switched to yellow or red, please refer to user manual for further assistance.

21. Is my ZoomTown Internet Security compatible with Microsoft Windows XP ServicePack 2 Security Center and the operating system's internal firewall?
Yes, it is compatible. After ZoomTown Internet Security installation, it is not necessary to have the Windows XP internal firewall enabled anymore.

Installation

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We strongly recommend that you uninstall any other Internet security software including anti-virus and firewall software before installing ZoomTown Internet Security. Running two Internet security programs at the same time can cause system instability, slow performance, and may prevent you from connecting to the Internet.

To uninstall other Internet security software and install ZoomTown Internet Security:

1. Click here to download the ZoomTown Internet Security setup program.
2. Disconnect your computer from the Internet. This step protects your computer from security threats while you remove your current security software.
3. Open the Windows Control Panel.
4. Double-click Add or Remove Programs.
5. Select your current Internet security program.
6. Click the button labeled Remove, Change/Remove, or Add/Remove.
7. If prompted to confirm that you wish to remove the program, click Yes.

When the software has been uninstalled, restart your computer. Afterwards, you may install ZoomTown Internet Security. Once installation is complete, you can reconnect your computer to the Internet.

22. What is required from my PC to be able to use the ZoomTown Internet Security?
Your computer must meet the following requirements:

23. Which operating systems does the service support?
ZoomTown Internet Security supports the following operating systems: Win 2000, Windows XP and Windows Vista (32-bit and 64-bit). However, the product does not support the server versions of the operating systems mentioned above, or Windows XP 64-bit.

24. Is the ZoomTown Internet Security Service available for Apple Macintosh?
No. ZoomTown Internet Security is only available for Microsoft Windows (workstation) operating systems.

25. How do I uninstall the software?
To uninstall the product, do the following:

1. Click Start.
2. Select Control Panel.
3. Double-click Add or Remove Programs.
4. Locate your ZoomTown Internet Security product, and click Change/Remove.
5. When you are asked to restart your computer, restart it.

26. After I installed the product and re-booted, the computer seems to freeze and does not react. What is happening?
You most likely installed the application on top of an existing antivirus or firewall application, which was not automatically removed by the system during the installation. You will need to reset the computer and start the system in Safe Mode (reboot computer, after a few seconds the system will ask you whether or not to go into the booting options by pushing a function button). Once Safe Mode is selected, you will need to uninstall the old antivirus and/or firewall application through the Control Panel.

27. I have received an e-mail about a virus. The message says that the virus is really dangerous. What can I do?
Most likely you have received a chain letter that spreads information about a non-existent virus or a hoax. More information about viruses and hoaxes can be found on F-Secure web pages at http://www.F-Secure.com/virus-info/.

28. After installation or an upgrade I still can't access or locate ZoomTown Internet Security on my computer. What is wrong?
It is possible that the download process of the software package was not completed. As a result, some of the necessary ZoomTown Internet Security components have not yet been installed. You will need an active Internet connection to proceed with the remaining download before finalizing the installation.

29. After installation of ZoomTown Internet Security, I have no access to the Internet or my e-mail. Why?
One possibility is that you have denied your browser's network connections. To verify this, open the "Advanced" settings of your Internet Shield. On the "Application Control" panel, you will see a list of allowed and denied applications. Check that the "Access" rule is on the "Allow" mode for your browser, for example "iexplore.exe" if you are using Internet Explorer.

30. I have no access to certain Internet sites after installation of ZoomTown Internet Security. Why?
If this is caused by Parental Control, you will see a notification "This webpage has been denied by Parental Control". In this case, please check your ZoomTown Internet Security Parental Control "Advanced" settings, so that access to the Internet sites are allowed. You can also manually allow or deny access to defined sites in the Parental Control "Advanced" settings.

Anti-Virus

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31. ZoomTown Internet Security Virus Protection has detected a virus in the "System volume information" or the "_RESTORE" folder, but it cannot disinfect, rename or delete the infected file. What can be done to get access to those files?
"System Restore" is a feature of Windows XP and if the virus infects the computer, it is possible that the virus could be backed up in the system restore folder. You need to disable "System Restore" by completing the following steps:

Windows XP
1. Select My Computer (right click)
2. Select Properties
3. Select the System Restore tab
4. Select "Turn off System Restore"
5. Press Apply.
6. Press OK
7. Restart the computer
8. Scan all hard drives and all files with ZoomTown Internet Security Service

When you have scanned all files and disinfected them, go through those steps again and turn on the system restore in step 4.

32. Should I manually scan my hard disks on a daily basis?
No, this is not necessary. The Anti-Virus solution includes real-time scanning, which means that your system is scanned for viruses real-time. You can manually scan for viruses by defining a "Scheduled Scanning" routine. To do this; open the "Advanced" settings of the Virus Protection, go the "Scheduled Scanning" and define the scanning routine. Be aware that the "Enable scheduled scanning" check box is checked.

33. How do I update the databases of ZoomTown Internet Security?
ZoomTown Internet Security automatically updates itself, no user interaction is needed. If you are using a modem, automatic updates are performed every time you connect to the Internet. If you have a broadband connection, updates are checked once per hour. In case you want to manually check if there are new updates available, choose on the 'Automatic Updates' button and click the "Check Now" link.

34. My ZoomTown Internet Security Virus Protection manual scanning is very slow or does not finish at all. Why?
If you are running other operations on your PC at the same time this situation can occur. These other operations could be maintenance programs, such as scandisk or disk de-fragmentation. Please stop running other software activities before scanning to expedite the manual scanning process.

Firewall

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35. What is "Internet Shield"?
The "Internet Shield" lets safe Internet traffic pass while blocking dangerous Internet traffic. It protects your computer against hackers and malicious Internet traffic such as worms and Trojan horses.
The ZoomTown Internet Security "Internet Shield" includes: firewall, application control, intrusion prevention and dial-up control.

36. What is the difference between "Internet Shield security levels" and Firewall rules?
ZoomTown Internet Security includes several "Internet Shield Security Levels" that enable the end-user to allow more flexible or severe security policies. Every "Internet Shield Security Level" is composed out of a set of pre-configured "Firewall Rules". Expert users may create their own "Firewall Rules" to modify the "Security Level".

37. How can I change my security level in ZoomTown Internet Security?
Double-click the blue ZoomTown Internet Security icon on your system tray in the bottom right corner of your screen. On the ZoomTown Internet Security main menu, choose 'Internet Shield'. Then click on the "Advanced" link on the bottom right corner. In the "Advanced" window, choose your preferred "Internet Shield Security Level". After selecting your preferred security level, click on the "Apply" button.

38. How do I change the Firewall rules?
Double-click the ZoomTown Internet Security icon on your system tray in the bottom right corner of your screen. On the ZoomTown Internet Security main menu, choose 'Internet Shield'. On the "Firewall" line, click on the "Configure" link. The Firewall window opens up. On the "Rules" tab, click on the "Add" button. This will open the "Firewall Rule Wizard" window. You will define your own firewall rule(s) by running through the wizard.

39. I want to allow all traffic (for some reason, temporarily). How do I do this?
The only way to allow all Internet traffic is to right click on the ZoomTown Internet Security icon, choose "Unload" from the menu, then "Unload and allow all network traffic". Please note that you will not be secured when allowing all traffic. To restore your security again, please right-click on the ZoomTown Internet Security icon and choose "Reload".

40. Why is my FTP software not functioning after ZoomTown Internet Security installation?
You have to add a new firewall rule (outbound) in your security level. To add a new rule: click on the "Configure" link on the "Firewall" line of your "Internet Shield". Choose the "Rules" tab and click the "Add" button. Run through the wizard and use the predefined "FTP - active mode" service (step 3 in the wizard).

Parental Controls

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41. Why do I need the Parental Control password?
If Parental Control is enabled, the Parental Control password is necessary for every change in ZoomTown Internet Security settings. Even the user interface of the service cannot be opened without the password.

42. How can I change the Parental Control settings?
New rules can be added from the advanced settings of Parental Control. On the Parental Control tab click on the allowed and denied website link. This will open a view listing all visited, allowed and denied websites in their own tabs. New sites can be added to the allowed or denied lists using the add button.
If you are using Internet Explorer, new sites can be listed as allowed or denied using the ZoomTown Internet Security web filter button in the browser's toolbar.

43. How can I disable Parental Control temporarily?
To disable Parental Control, please click disable link on the Parental Control line of the main user interface. NOTE! To be able to perform this or any other action of ZoomTown Internet Security settings, the Parental Control password is required.

44. I have forgotten my Parental Control password, how can I access the ZoomTown Internet Security settings?
If Parental Controls is enabled, you are required to enter your Parental Controls password in order to access your settings in the ZoomTown Internet Security Control Panel. If you forgot your password, you can access ZoomTown Internet Security settings by using your subscription number.

1. In the dialog box prompting you to enter your Parental Controls password, click the "Forgot Your Password?" link
2. Enter your subscription number and click OK (see below if you forgot your subscription number)
3. You will be prompted to create and confirm a new Parental Controls password
4. Enter the new password where prompted and click OK
5. The ZoomTown Internet Security Control Panel will now be displayed

If you do not remember your subscription number, you can view your subscription number by:

1. Logging onto http://broadband.zoomtown.com/
2. Clicking on the ZoomTown Internet Security icon
3. You will be redirected to the ZoomTown Internet Security product page which displays your ZoomTown Internet Security subscription key

Spam Control

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45. How can I change Spam Control settings?
To access Spam control settings, please click the advanced link of the main user interface. This will open the advanced settings screen. Click on the Spam control link on the left side menu to open the tree structure. In order to view or configure allowed or denied senders, click on the corresponding link on the left. New allowed or denied e-mail recipients can be added by using the add button.
For further instructions please click the help button on the bottom left corner of your ZoomTown Internet Security window.

46. How do I allow or deny e-mail coming from a certain address?
To allow e-mails from a certain address or a domain, go to advanced settings and choose allowed addresses on the left hand side of the spam control menu. If you want to allow e-mails from certain domains, add '*' as the wildcard indicating any address in the certain domain, then add the rest of the address after @ sign.
Example; *@f-secure.com, on the allow list, this would allow all e-mails coming from the F-Secure domain.

Anti-Spyware

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47. What is spyware?
Spyware is software that can record and send through the Internet your keystrokes, history, passwords, and other confidential and private information. Spyware is often sold as a spouse monitor, child monitor, a surveillance tool or simply as a tool, to spy on users to gain unauthorized access.

48. How do I protect against spyware?
ZoomTown Internet Security has a real-time spyware scanning enabled by default combined to Anti-Virus protection. You may also run a separate manual scan for spyware.

49. Why do I find lots of spyware when I scan my computer?
Most likely the majority of found spyware items are so-called 'tracking cookies'. Cookies are items in an Internet browser that web sites use to save some information on the user's computer. Those cookies can compromise your privacy.

50. Why does software I've been using not function after cleaning spyware from computer?
Some software may contain spyware, and after cleaning spyware from the computer that software may not function properly. If you choose to continue using the software despite the spyware, you can restore the quarantined spyware. After restoring it you can make a manual scan for spyware and choose to exclude the needed spyware. As a result, the excluded spyware will not be found in real-time scanning or manual scans.
Please note that if you choose to delete the detected spyware, it is not possible to restore it.

51. How do I restore quarantined spyware?
To restore quarantined spyware:

1. Open main user interface
2. Choose Virus & Spy Protection
3. Click Configure on the line Quarantined Spyware
4. Select the spyware to restore by clicking the line and click Restore button

52. How do I delete quarantined spyware?
To delete permanently quarantined spyware:

1. Open main user interface
2. Choose Virus & Spy Protection
3. Click Configure on the line Quarantined Spyware
4. Select the spyware to delete by clicking the line and click Delete button