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What is required from my PC to be able to use the Optus Internet Security Suite?

To be able to use the Optus Internet Security Suite, your PC needs to meet the system requirements:

Which operating system does the service support?

The Optus Internet Security Suite Service is currently compatible with Windows 2000, XP and Vista. However, the Optus Internet Security Suite Service does not support the server versions of the above operating systems. Only Windows 2000 and Windows 2003 are server operating systems. Security Suite is presently not compatible with Linux operating systems.

Is the Security Suite available for Apple Macintosh?

No. Optus Internet Security Suite Service is only available for Microsoft Windows (workstation) operating systems.

I am experiencing technical difficulties with Optus Internet Security Suite Service. How can I proceed?

In the first instance, please review other categories within this FAQ section or the Help section within the actual Security Suite product. Here you will find extensive support information that could assist you in solving many technical difficulties you may come across. You can also contact Customer Care on 131 344.

I have subscribed to the Optus Internet Security Suite Service but cannot install my software. What are the possible reasons behind this?

Here we list the most frequent reasons preventing the installation:

• Your computer may not meet the system requirements.
• There may be a 'conflict' with any existing 'security' software already installed. Check this FAQ.

I have a shared Internet connection; can I use Optus Internet Security Suite on all the computers?

Yes. It is recommended that you use the Optus Internet Security Suite on each PC. Remember, each single subscription number entitles you to install the Security Suite on three separate PCs.

Can I give a copy of the software to a friend?

No. Each installation of the service needs to be made using a specific subscription number. If your friend installs the service using your subscription number, your installation will stop working. You may not distribute the Optus Internet Security Suite.

I formatted my hard drive. Do I need to register again?

No. You do not need to register again for the Security Suite service. If you still have your subscription number (xxxx-xxxx-xxxx-xxxx-xxxx) you can simply reinstall the Security Suite application. Access the Security Suite page within Member Services to view your current subscription number.

Is the service really updated automatically?

Yes. Optus Internet Security Suite updates itself automatically. However, you need to be connected to the Internet.

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. How can I get these applications working again?

If this occurs, please change the settings of your Internet Shield security level. The Internet Shield security levels are a set of rules that allow you to modify your level of Internet 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 Optus Internet Security Suite user interface by clicking the Optus Internet Security Suite icon in the right-hand corner (in the System Tray). Click 'Internet Shield' button, click the 'Advanced' link, and then choose the 'Normal' security level.

Does the Security Suite 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). During the installation process the Installation Wizard will try to remove existing anti-virus and firewall programs or you will need to remove them manually prior to installation.

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 Optus Internet Security Suite in order to prevent them from infecting your computer. Disinfection was not possible because these files were 100% virus code and Optus Internet Security Suite 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 Security Suite remove them automatically.

Does IRC (Internet Relay Chat) work with the Security Suite?

Yes. If your Internet Shield Security Level is set to 'Normal', the Security Suite 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 both directions in the Security Level you are using.

Why is the first Optus Internet Security Suite installation package so large?

The first package contains all the files needed to setup and install the Optus Internet Security Suite. The next updates will be significantly smaller.

Will the Security Suite software download count in my monthly download limit?

Yes, It will. Downloading the Security Suite Software will use approximately 100Mb of data

Optus recommends that prior to downloading Security Suite you check your monthly download allowance by accessng your internet usage meter.

Why does downloading of the Security Suite updates take so long?

If you are browsing other websites while the download is taking place, this will reduce the download speed.

How do I know that I have the latest update?

You can see the update packages and their date stamps on the Optus Internet Security Suite 'Automatic Updates' section. To check if there are newer updates available click the "check now" link in the 'Automatic Updates' section.

Why is my PC a little bit slower than before installation?

Your Optus Internet Security Suite will take a small portion of free resources from your PC. This might cause a minor slowdown of your computer. However, Optus Internet Security Suite will not affect your everyday PC use.

How do I know that the software is properly installed and running?

Simply check the Optus Internet Security Suite icon displayed on your Windows system tray, which can be found on the bottom right corner of your screen. If the product installation is still in progress you can see an indication above the icon. In case of product malfunction or out-of-date databases, the icon will change accordingly.

Icon	Status	What To Do
	The product is working properly. Your computer is protected.	Use your e-mail and browse the Internet as normal.
	Installation in progress. Your computer is not yet protected.	Wait for installation to finish. The icon will appear when installation is complete.
	Download in progress.	Download progress is displayed on any download event, such as virus and spyware definition databases, software or security level updates.
	Error state. An error has occurred.	Place your mouse pointer over the icon to see the reason for the error. If necessary, restart your computer.
	Warning. A protection feature has been disabled or your virus definitions are out of date. Your computer is not fully protected.	Place your mouse pointer over the icon to see the status tool-tip. Enable the feature that is currently disabled or check for updates. You may see this warning icon for example if you are defragmenting your hard drive, as some system functions by default cause all downloads to be suspended.
	Critical Warning State (flashing icon)	This icon is shown when the virus definitions have not been updated lately or the subscription expires. If your subscription expires, you need to renew the subscription to continue using the product.
	Unloaded. The product is deactivated and your computer is not protected.	Right-click the icon and select Reload to activate the product.
No icon	The product is not installed or there was an error that prevented loading the program. Your computer is not protected.	Restart you computer and if the icon still does not appear, re-install the product.

How can I check that my Optus Internet Security Suite is valid and that automated updates are working?

You can check the status of the Optus Internet Security Suite by double clicking on the icon in the Windows system tray. Now you will see the main settings of the program. If the status of Optus Internet Security Suite is shown as 'Protected' and the rest of the settings show a green light, the service is functioning correctly. If the status lights have switched to yellow or red, please refer to the Help section accessed from the bottom left corner of your Optus Internet Security Suite window.

Is my Optus Internet Security Suite compatible with Microsoft Windows XP Service Pack 2 Security Center and the operating system's internal firewall?

Yes, it is compatible. After Optus Internet Security Suite installation, it is not necessary to have the Windows XP internal firewall enabled anymore.

I have received an e-mail about a virus. The message says that the virus is really dangerous. What should 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 Optus Internet Security Suite partner F-Secure web pages.

How do I uninstall the software?

For Windows 2000 and XP you can uninstall the Security Suite from the Windows Start menu. Follow the steps below to uninstall:

1. Click the Windows 'Start' button
2. Select 'Control Panel'
3. Select 'Add or Remove Program'
4. Select 'Optus Internet Security Suite 2009'
5. Select 'Remove'

For Windows Vista you can uninstall the Security Suite from the Windows Start menu. Follow the steps below to uninstall:

1. Click the Windows 'Start' button
2. Select 'Control Panel'
3. Select 'Program and Features'
4. Select 'Optus Internet Security Suite 2009'
5. Select 'Uninstall/Change' Optus Internet Security Suite

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 using these steps.

Windows 2000/XP

1. Go to Control Panel
2. Add or Remove programs
3. Scroll list and highlight the old application
4. Click Remove

1. Go to Control Panel
2. Select Programs and Features
3. Scroll list and highlight the old application
4. Click Uninstall/Change

After installation or an upgrade I still can't access or locate Optus Internet Security Suite on my computer. Why?

It is possible that the download process of the software package was not completely finalised. As a result, some of the necessary Optus Internet Security Suite components have not yet been installed. You will need an active Internet connection to proceed with the remaining download before finalising the installation.

After installation of the Security Suite, 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 check this, open the 'Advanced' settings of the Security Suite 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.

I have no access to certain Internet sites after installation of Optus Internet Security Suite. Why?

In case 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 Security Suite's Parental Control "Advanced" settings, so that access to the Internet sites you are trying to view is allowed. You can also manually allow or deny access to defined sites in the Parental Control "Advanced" settings.

After uninstalling Security Suite and reinstalling I get an error message that my subscription number is already in use by another installation. Why?

A single subscription number can only be used for three installations even if you've reinstalled three times on the same machine. Please go to Member Services to get a new subscription number.

I receive an error message that my subscription number is already in use by another installation. Why?

The subscription number can only be used for three installs. On the fourth install you will get this message. If you need a new subscription number go to Member Services. Please note that you will have to add the new subscription number to each computer with Security Suite installed.

Optus Internet Security Suite 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 following these simple steps:

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 Optus Internet Security Suite Service.

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 in real-time. You can scan manually for viruses by defining a 'Scheduled Scanning' routine. To do this open the 'Advanced' settings of the Virus Protection, go to the 'Scheduled Scanning' and define the scanning routine. Make sure that the 'Enable scheduled scanning' check box is checked.

How do I update the databases of Optus Internet Security Suite?

Your Security Suite automatically updates itself; no user interaction is needed. If you are using a dial-up modem or broadband modem that you manually turn on, automatic updates are performed every time you connect to the Internet. If you have a broadband connection that is always active, updates are checked once per hour. In case you want to manually check if there are new updates available, select the Automatic Updates button and click the 'Check Now' link.

My Optus Internet Security Suite 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. If you do not run other software activities, this will improve the scanning process.

What is the Security Suite 'Internet Shield'?

The 'Internet Shield' is all about prevention. It lets the safe Internet traffic pass while blocking the dangerous Internet traffic. It protects your computer against hackers and malicious Internet traffic such as worms and Trojan horses. The Security Suite 'Internet Shield' includes the following components: firewall, application control, intrusion prevention and dial-up control.

What is the difference between 'Internet Shield' security levels and firewall rules?

Optus Internet Security Suite 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'.

How can I change my security level?

Double-click the Security Suite icon on your system tray in the bottom right corner of your screen. On the 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.

How do I change the firewall rules?

Double-click the Security Suite icon on your system tray in the bottom right corner of your screen. On the main menu, choose Internet Shield™. On the 'Firewall' line, click on the 'Configure' link. The Firewall window will open. On the 'Rules' tab, click on the 'Add' button. This will open the 'Firewall Rule Wizard' window. You can define your own firewall rule(s) by running through the wizard.

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 Security Suite 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 the Security Suite icon, and choose 'Reload'.

Why is my FTP software not functioning after the Security Suite 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).

What is Parental Control?

Parents can manually allow or deny access to specific sites. Parents can also choose from a number of subject categories which effectively block websites containing information about those subjects. For example, if a site contains information about illicit drugs, gambling or adult material, access will be automatically denied. In addition, Parental Control allows you to set a time lock. This determines the hours children will be able to access the Internet.

Why do I need the Parental Control password?

If Parental Control is enabled, the password is necessary for every change in Optus Internet Security Suite settings. Even the user interface of the service cannot be opened without the password.

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 listing of all visited, allowed and denied websites in their own tabs. New sites can be added to 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 Optus Internet Security Suite web filter button in the browser's toolbar.

How can I disable Parental Control temporarily?

To disable Parental Control, simply click the Disable link on the Parental Control line of the main user interface. NOTE! To be able to perform this or any other action of Optus Internet Security Suite settings, the Parental Control password is required.

I have forgotten my Parental Control password, how can I access the Security Suite settings?

In case you have forgotten your password, you can access the Security Suite settings by using your subscription number or enter the password hint if you have it enabled.

How can I change Spam Control settings?

To access Spam Control settings, simply click the advanced link of the main user interface, which 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 an allowed or denied sender, click on the corresponding link on the left. Allowed or denied e-mail recipients can be updated by using the add button. For further instructions, click the Help button on the bottom left corner of your Optus Internet Security Suite window.

How do I allow or deny mail coming from a certain address?

To allow mail from a certain address or a domain go to Advanced settings and choose, Allowed addresses under the left hand side Spam Control menu. If you want to allow mail from certain domains add * as the wildcard indicating any address in the certain domain, then add the rest of the address after the @ sign. For example; *@optusnet.com.au, on the allow list, would allow all mail coming from the Optusnet domain.

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 unauthorised access.

How can I protect against spyware?

Optus Internet Security Suite has real-time spyware scanning enabled by default combined with anti-virus protection. You may also run a separate manual scan for spyware.

Why is there lots of spyware found every time I scan the computer?

Most likely the majority of found spyware items are so called tracking cookies. Cookies are items in Internet browsers that web sites use to save some information on the users' computer. These can compromise your privacy.

Why does software I've been using stop functioning after cleaning spyware from my computer?

Some software you use may contain spyware and after cleaning spyware from the computer, that software might not function properly. If you still want to continue using the software, you can restore the quarantined spyware (see question below). After restoring it you can make a manual scan for spyware and choose to exclude the needed spyware. Then it won't be found in real-time or manual scans. Please note that if you choose to delete the detected spyware, it is not possible to restore it anymore.

How do I restore quarantined spyware?

Follow these steps:

1. Open Optus Internet Security Suite
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.

How do I delete quarantined spyware?

Follow these steps:

1. Open Optus Internet Security Suite
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.

Please note that it is not possible to restore deleted spyware.