Cox Business Premium Security Suite FAQs
Contents
1. Add The Firewall Rule Wizard appears 5 In Rule name type a name such as VNC 6 For Rule Type select Allow and click Next 7 Tick the box Any IP Address and click Next 8 Select services for this rule by scrolling down the list and setting the following VNCTCP tick the box and then double click between the computer and globe icon until it is a double arrow VNCUDP tick the box and then double click between the computer and globe icon until it is a double arrow 9 Click Next 10 For Alert type select No alert and click Next 11 Click Finish to close the Firewall Rule Wizard To apply the firewall rule 1 Open Cox Business Premium Security Suite 2 Click on Advanced to open the advanced dialog 3 On the left menu select Internet Shield and then Application Control 4 Click the Connecting tab and the click Add 5 Click the Browse button and browse for vncviewer exe 6 Set the following In Client outbound tick Application only and Action Allow In Sever inbound tick Application only and Action Allow You should now see the new rule added to the list and it should be ticked enabled You can now close the F Secure windows and retry your VNC Updates Q Is Cox Business Premium Security Suite really updated automatically Yes Cox Business Premium Security Suite is developed to2. Also many viruses belong to the same family and share the same description If you cannot find the description of a particular malware that your antivirus software has found look for a similar name in the virus description list Note The product detects much more than is listed on the database Spyware Issues Q What is spyware Spyware is software that can record and send through Internet your keystrokes history passwords and other confidential and private information Spyware is often sold as a spouse monitor child monitor surveillance tool or simply as a tool to spy on users to gain unauthorized access Q Is my computer protected against spyware with Cox Business Premium Security Suite Cox Business Premium Security Suite uses real time spyware scanning which is enabled by default and integrated into the antivirus protection You can also run a separate manual scan for spyware Q An application stopped working after removed spyware from my computer What can I do Applications that install spyware will stop working if you remove the bundled spyware from the application You can either Stop using the application and uninstall it or If you choose to delete the detected spyware it is not possible to restore it anymore You may want to deny the spyware application from connecting to the network with the Internet Shield Application Control Instead of removing the spyware move it to the Quarantine If you want
3. Business Premium Security Suite 2 Click on Advanced to open the advanced dialog 3 On the left menu select Internet Shield and then Firewall 4 On the Services tab click the Add button The Service 5 Properties dialog will open 6 In Service description type VNCTCP 7 In Protocol select TCP 6 For Initiator ports click on edit then select range and enter 1023 65535 8 Click Add to list and then OK 9 For Responder ports click on edit to open the Add Ports s dialog 10 Select Single and enter 5500 11 Click Add to list 12 Select Single again and enter 5800 13 Click Add to list 14 Select Single again and enter 5900 15 Click Add to list and then OK to close the Add Port s dialog 16 Click OK to close the Service Properties dialog To open the UDP port repeat the process above from step 5 using the following settings In Service description type VNCUDP In Protocol select UDP 17 For Initiator ports select range and enter 1023 65535 Add 3 Responder ports to the list 5500 5800 and 5900 To create the firewall rule 1 Open Cox Business Premium Security Suite 2 Click on Advanced to open the advanced dialog 3 On the left menu select Internet Shield and then Firewall 4 On the firewall pane select the Rules tab and click
4. Start menu On Windows Start gt All Programs gt Open Cox Business Premium Security Suite Uninstall any other antivirus or firewall software from your computer Scan the computer for viruses Use the F Secure Online Scanner http support f secure com enu home ols shtml or the Boot from the installation CD see How to scan my computer with the Boot installation CD If the above do not help Make sure that Windows is updated with the latest patches To check for Windows updates double click the Automatic Updates icon in the Windows system tray If the F Secure icon is not shown in the system tray when logged in as a user but shown when logged as administrator and you get an error message similar to FSM32 exe Application Error The application failed to initialize properly Ox0000022 Click OK to terminate the application You are missing the permission for Read amp Execute files from C Windows system32 or C Program Files lt installation gt folder Please contact our support if you need assistance with this Q I can no longer connect to AOL What can I do Please try creating a custom firewall rule with the following details IP Range 195 093 0 0 195 093 127 255 Ports 2174 5190 and 5200 Open these Ports for in and outgoing traffic for the above IP Range TCP amp UDP you have to create 2 new services For instructions on how to open ports and how to
5. meet this demand The Automatic Update Agent activates transparently in the background any time you connect to the Internet and ensures that you receive the latest updates transparently to your computer If your computer is offline when an automatic update is due the updates are downloaded automatically the next time you connect to the Internet Q Why do Cox Business Premium Security Suite updates take so long to download If you have a slow connection such as a dial up connection or if you are browsing other websites while the download is taking place it could slow down the download speed Q How do know that have the latest updates You can see the update packages and their date stamps on Cox Business Premium Security Suite Automatic Updates pane To check whether there are newer updates available click the Check now link in the Automatic Updates pane Q How can I check that my Cox Business Premium Security Suite is valid and that automatic updates are working You can check the status of Cox Business Premium Security Suite by double clicking its icon in the Windows system tray This opens the main settings of the program where you can get a quick and detailed overview of your security settings and the status of all the installed components If the status of Cox Business Premium Security Suite is shown as Protected and the rest of the settings display a green icon the service is functioning well If the status
6. software impact system performance Security software like all software applications requires system resources and services to enable the application s functionality It protects your PC by scanning files and email for malware The F Secure application achieves this protection by using real time scanning which is a process that ensures maximum protection against online threats As an integrated security product additional resources are required to allow the firewall spam control parental control and other sub applications to function Q What do I need to consider to ensure that my security software is installed and running properly Before installing the security software 1 You should verify that your PC meets all system requirements before installing the security software and 2 You MUST uninstall all pre existing antivirus and integrated antivirus suites from your PC Please note that having more than one antivirus and or security product can significantly impact system performance since both products are competing for the same system resources Q How often do I need to update the F Secure application Each time the PC boots up the F Secure application will automatically download the most recent virus and spyware definitions to maximize your protection In addition product updates and upgrades to your F Secure application are automatically downloaded as necessary Virus Issues Q Should I manually scan my hard disks on a da
7. to use the application restore the spyware from the Quarantine Restored spyware starts to work again and can spy your computer and display advertising popups Q Every time scan the computer find lots of spyware Why is this Most likely the majority of found spyware items are so called tracking cookies Cookies are items in the Web browser that web sites use to save some information on the user s computer Such cookies can compromise your privacy Internet Shield Firewall Q What is Internet Shield Cox Business Premium Security Suite Internet Shield is all about prevention It allows safe Internet traffic pass while blocking dangerous Internet traffic It protects your computer against intruders hackers and malicious software such as worms and Trojan horses Q What is the difference between Internet Shield Security Levels and Firewall rules Cox Business Premium Security Suite includes several Internet Shield Security Levels that enable the end user to set more flexible or severe security policies Every Internet Shield Security Level is composed of a set of pre configured firewall rules Expert users may create their own firewall rules to modify the Security Level Q How do I change the security level in Cox Business Premium Security Suite To change your security level 1 Double click the blue Cox Business Premium Security Suite icon on your Windows system tray at the bottom right corner of your screen to open the mai
8. FAQ s Content F SECURE Cox Business Premium Security Suite FAQs Questions before installing the software Q Does Cox Business Premium Security Service work with other antivirus or firewall software installed on my computer No You cannot have two antivirus solutions from different vendors installed on your PC You must remove any other antivirus or firewall software before installing Cox Business Premium Security Service This service will automatically detect and remove your old antivirus and or firewall software but only software from the largest security software vendors will be removed during the installation Q Is Cox Business Premium Security Service compatible with Microsoft Windows XP SP2 Security Center and the operating system s internal firewall Yes it is compatible After the Cox Business Premium Security Suite installation it is not necessary to have the Windows XP internal firewall enabled anymore Q Which version of the Windows operating system do I have To check your version 1 Click the Windows Start button 2 Select Control Panel 3 Select the Performance and Maintenance category Note This step might not be necessary in all computers 4 Choose System The System Properties window opens Q Which operating systems does the product support Cox Business Premium Security Suite currently supports the following operating systems Win 2000 XP and Vista There are both client and ser
9. Restore on all drives check box 4 Click Apply and then click OK Once you have scanned and disinfected the files enable System Restore again as follows 1 Open Windows Start menu select Settings and then Control Panel 2 Double click the System icon 3 On the Performance tab click File System 4 Click the Troubleshooting tab and clear the Disable System Restore check box 5 Click OK 6 Once you are prompted to restart Windows click Yes Q How can I exclude a folder from real time scanning To exclude a folder from real time scanning do the following 1 Open Cox Business Premium Security Suite 2 Click the Virus amp Spy Protection tab and then Advanced The Advanced dialog appears 3 Click Real time Scanning on the menu list 4 Click the Exclusions button on the bottom left corner The Exclude From Scanning dialog appears 5 Click the Objects tab 6 Select the Exclude Objects files folders checkbox 7 Click the Add button and browse to the folder you want to exclude 8 Click OK to confirm your selection You can now close the dialog windows The object you have selected and all its contents will be excluded from real time scans until you remove it from the Exclusions list Q Why are not all malware listed in the F Secure Virus Descriptions database Detailed descriptions are not available for all malware even though the antivirus detects them
10. aders of all the network traffic the computer sees to a file which can be viewed later The firewall logs the packets in a format that is readable by most network analysis tools If programs have problems accessing the Internet it is useful to see what is happening on the firewall by creating a packet log The log can be send to F Secure support professionals for further analysis To turn on firewall packet logging 1 Open Cox Business Premium Security Suite Click the Internet Shield tab Click on Advanced to open the advanced dialog 2 3 4 Click on Logging 5 In Logging time type 120 seconds and in Max log file size type 2MB 6 Click Start logging to start the process N A log file such as Packetlog 0 is created In Logging directory you can see the location where the log file is being saved default C Program files F secure FWES logs You can send this file to us in an e mail attachment with your support request Q Can use Windows firewall with Cox Business Premium Security Suite No You cannot use Windows XP firewall with Cox Business Premium Security Suite Cox Business Premium Security Suite already has a firewall built in If you use two software firewalls they will affect your system performance However you can use a hardware firewall i e router and Cox Business Premium Security Suite Note You can use Windows XP firewall with other F Secure products t
11. create a custom firewall rule please see How can create a rule using a service that is not listed Q How can I make and send an FSDIAG The F Secure diagnostics tool FSDIAG gathers vital information from your system and generates a collection of log files This data contains information about your F Secure product as well as operating system logs and system settings In some cases this information might be considered confidential All data collected by the FSDIAG is stored locally You will need to send the FSDIAG to our support engineers who will use it to solve technical problems specific to your computer To generate and send the FSDIAG file do the following 1 Click Start 2 Select All Programs Cox Business Premium Security Suite Collect system data 3 On the Support Tool window click OK The tool will start gathering information and it creates the output file on your desktop 4 Attach the FSDIAG TAR or FSDIAG TAR GZ file to your Support Request A support professional will process your request and contact you Please wait for our reply Important Once you have submitted your support request you will receive an email reply from F Secure containing your support request s Ticket ID Please save the Ticket ID as you will later need it for reference You can also download and run the FSDIAG from our FTP Server ftp ftp f secure com support tools fsdiag fsdiag zip System Performance Q How can security
12. hat do not contain a firewall such as F Secure Anti Virus Q Why is my FTP software not functioning after installed Cox Business Premium Security Suite 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 Q Does Internet Relay Chat IRC work with Cox Business Premium Security Suite Yes If your Internet Shield Security Level is set to Normal Cox Business Premium Security Suite will allow IRC by default 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 ways for the security level that you are using Q How can create a rule using a service that is not listed To create a firewall rule for playing peer to peer network games or using a service such as Virtual Network Computing VNC remote desktop you will need to open the service s ports Please refer to the software manufacturer for the port numbers For example for VNC you will need to open the following two ports TCP ports 5500 5800 5900 initiator port is gt 1024 UDP ports 5500 5800 5900 initiator port is gt 1024 To open the TCP port s 1 Open Cox
13. icons have switched to yellow or red please refer to the user manual for further assistance FAQs for IT Administrators Portal Q What is the Cox Business Premium Security Suite portal A The Cox Business Premium Security Suite portal provides you with overview information about the security of your computer network It also provides you with information on how to solve specific issues through an easy to use web interface Q What are the system requirements for the Cox Business Premium Security Suite A The Cox Business Premium Security Suite is designed for PC platforms running with Microsoft Windows operating systems The Cox Business Premium Security Suite currently supports the following operating systems ME Win 2000 XP and Vista However the Cox Business Premium Security Suite Service does not yet support the server versions of the above operating systems The Cox Business Premium Security Suite minimum requirements are 64 MB of RAM ME 128 MB Win 2000 and XP and Intel Pentium Processor II architecture or equivalent Q How do I create New Account in the Cox Business Premium Security Suite portal A To create a new account you need the subscription number purchased from Cox Business If you do not have a subscription number you can purchase it by calling 1 866 456 9944 or by going to www coxbusiness com managedservices nova secure If you have your subscription number you can create a new account in the
14. ily basis No this is not necessary The Virus amp Spy Protection 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 selected Q How do I update the virus definitions database of Cox Business Premium Security Suite Cox Business Premium Security Suite 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 To manually check for new updates click the Check Now link on the Automatic Updates pane Q I have received email about a virus The message says that the virus is 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 security_center Q The Virus amp Spy Protection manual scanning is very slow or does not finish at all What should I do This can occur if you are running other operations on your PC at the same time Other operations could be maintena
15. ite through the Windows Control Panel Follow the instructions and reboot your computer after the uninstallation Q After installed the software and re booted the computer seems to freeze and does not react What can I do You most likely installed the software 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 in the Safe Mode you will need to uninstall the old antivirus and or firewall application through the Control Panel gt Add Remove Programs Q Why is the first Cox Business Premium Security Suite installation package so large The first package contains the whole solution download The next updates will be significantly smaller Q I installed upgraded Cox Business Premium Security Suite but cannot see the product icon on the system tray What should do It is possible that the download process of the software package was not completed As a result some of the necessary Cox Business Premium 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 Q After installation have no access to the Internet or my e mail Wha
16. n menu 2 Click the Internet Shield tab on the main menu 3 Click Internet Shield Change on the Internet Shield pane The Internet Shield Security Level window opens 4 Select the desired security level from the drop down list 5 Click Apply to start using the selected security level Q How do I change the Internet Shield Firewall rules To change your Internet Shield firewall rules 1 Double click the blue Cox Business Premium Security Suite icon on your Windows system tray at the bottom right corner of your screen to open the main menu 2 Click the Internet Shield tab on the main menu 3 Click on Firewall Configure on the Internet Shield pane The Firewall window opens 4 Click the Add button on the Rules tab The Firewall Rule Wizard opens Follow the wizard to define your own firewall rule s Q How do I temporarily allow all traffic To allow all Internet traffic right click the Cox Business Premium Security Suite icon select Unload from the menu and then Unload and allow all network traffic Please note that you will not be secured when allowing all traffic To restore your security again right click on the Cox Business Premium Security Suite icon and select Reload Q What is firewall packet logging and how can use it Packet logging is a tool used for example to analyze network traffic and gather evidence of illicit behavior It consists of copying the payload and he
17. nce programs such as scandisk or disk de fragmentation Please stop running other software activities if you want the scanning to go faster Q How to clean an infected System Volume Information or System Restore folder System Restore is a feature of Windows XP not supported by Cox Business Premium Security Suite If a virus infects the computer it is possible that the virus could be backed up in the system restore folder To scan and clean System Restore you need to disable it By disabling System Restore you lose your last system restore point If you want to continue using the System Restore feature it is important to re enable it after removing the infected files Unfortunately there is no other way to remove infections from this location To disable System Restore on Windows XP 1 Close all open programs Right click My Computer and select Properties The System Properties dialog is displayed Click the System Restore tab Select the Turn off System Restore on all drives check box Click Apply and when the system asks if you want to turn off System Restore click Yes Click OK Scan all hard drives and all files for viruses with your F Secure Anti Virus product N DOO fF W DN Once you have scanned and disinfected the files enable System Restore again as follows 1 Right click My Computer and select Properties The System Properties dialog is displayed 2 Click the System Restore tab 3 Clear the Turn off System
18. on multiple computers or partitions You get a subscription key with your Cox Business Premium Security Suite product Check your Service Provider for licence size Q How can register a full version of Cox Business Premium Security Suite on top of an evaluation version To activate your subscription in an evaluation product do the following 1 Make sure that your computer is connected to the Internet 2 Open Cox Business Premium Security Suite 3 Click on Advanced 4 On the left menu click General and then click My Subscription 5 Click on Change Number and type in your personal subscription number 6 Click on OK The software connects to our servers to validate your subscription 7 After validation the full subscription is activated and in use General Use Q I am experiencing technical difficulties with Cox Business Premium Security Suite How can proceed Please see www coxbusiness com managedservices nova secure to find out what you should do before contacting technical support and the phone numbers to support resources that will assist you in solving any technical difficulties you may come across Q Why is the F Secure icon missing from the Windows system tray Please check the following In Windows XP icons may be hidden Click the arrow button on the Windows system tray next to the clock to display the hidden icons Can the program be started through the Windows
19. portal main page Q We have run out of licenses how do get additional licenses A In order to add licenses you will need to contact Cox Business for an additional license key Once you have the new license key log on to the portal and click on the Subscription tab Click on Register subscription and enter the license key received from your service provider Click on Submit to complete the registration Q forgot my password and cannot login in Cox Business Premium Security Suite portal How can proceed A Click Forgot your password on the Login page Enter your user name or e mail address Your username and password will be sent to the email set for the account Q How do I modify my account A After you have logged in to the portal Click on the My Account button Your current account information is now displayed To change any information select another option and then click Submit The only field you cannot change is the user name Q How do I know how many licenses have free or in use A The portal provides you with an overview of the security of your network and information about the software you are using In the portal you can check your license information and find out how many licenses you have free or in use Always make sure that you have licenses free before you install the security software to a new computer If you try to install the software without any free license the installation will not succeed You can
20. ription number in the settings If you would like to upgrade your current version to a version with other additional features you will need to purchase a new subscription number You will need to insert the new number in the My Subscription pane in the General section which can be accessed by clicking on the Advanced link Q How do know that the software is properly installed and running Please check the Cox Business Premium Security Suite icon displayed on your Windows system tray on the bottom right corner of your screen If the product installation is still ongoing you can see an indication above the icon In case of product malfunction or out of date databases the icon will change accordingly Q How do install Cox Business Premium Security Suite To install the software you need a downloaded version of the software a valid subscription number and an Internet connection To install the downloaded product When you purchase the software you will receive email with download and installation instructions as well as your unique product subscription number Follow the instructions and download the software package to your computer Double click the package icon to run the Installation Wizard and follow the instruction on your screen When asked enter you subscription number xxxx xXXX XXXX XXXX XXXX Q How do uninstall Cox Business Premium Security Suite You can uninstall Cox Business Premium Security Su
21. s you with an overview of the security of your network and allows you to investigate possible problems You can verify if there are any security issues requiring your attention by logging into the portal and checking the status on the first page You can also check the Cox Business Premium Security Suite icon displayed on your user PC s Windows system tray which can be found on the bottom right corner of your screen If the product installation is still ongoing you can see an indication above the icon In case of product malfunction or out of date databases the icon will change accordingly Q How do uninstall the Cox Business Premium Security Suite software and free used licenses A After you have logged in to the Cox Business Premium Security Suite portal Click on the Subscriptions button Your current license status information is now displayed To remove and free up licenses click on Show computers and select the computer from which you want to disable the Cox Business Premium Security Suite and then click Remove computers Please note that the user of the selected PC is not protected anymore You can also advice users to uninstall the Cox Business Premium Security Suite from their PC s Start menu Follow the steps below to uninstall 1 Click on Start 2 Click on Programs 3 Click on lt lt Service Name gt gt 4 Click on Uninstall lt lt Service Name gt gt PONS Reboot after completion
22. t can do 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 pane 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 Subscription and Registration Q have registered my subscription of Cox Business Premium Security Suite but cannot install it Why is this The most frequent reasons preventing the installation can be You still have other antivirus or firewall software installed on your PC Please remove this software manually before installing Cox Business Premium Security Suite Your PC might be infected with a virus which prevents the installation of Cox Business Premium Security Suite To check your PC for viruses go to the URL http Awww coxbusiness com managedservices nova secure Use the Online Scanner to scan your PC for possible virus infections and remove them Q Can I give a copy of the software to a friend No the license is for your business use Q formatted my hard drive Do I need to register again No you do not need to register your product again If you still have your subscription number xxxx xxxx XXXX XXXX XXXX you can reinstall the Cox Business Premium Security Suite and use the same number Q Can l install the software
23. verify how many free licenses you have by logging in selecting the Licenses tab and checking the license information displayed Q Can users give a copy of the software or the subscription number outside the company A No Each installation of the service needs to be made using a subscription key If an outsider installs the service using your company subscription key it will be deducted out of the amount of your free licenses Distributing the Cox Business Premium Security Suite without permission is against copyright laws Q How do know if my users PC s are protected A The portal provides you with an overview of the security of your network and allows you to investigate possible problems You can verify if there are any security issues requiring your attention by logging into the portal and checking the status on the first page Q Can I have security reports from the Cox Business Premium Security Suite portal A The Cox Business Premium Security Suite portal provides you with reports via RSS feed subscription To receive RSS feed from the HOME page click on RSS feed Choose which method you d like to use to subscribe and click on Subscribe Now The RSS feed will appear in the chosen method and you will be able to click on it to receive the report immediately Q How do know that the Cox Business Premium Security Suite software is properly installed and running in PC A The Cox Business Premium Security Suite portal provide
24. vers versions available Q Is Cox Business Premium Security Suite available for Apple Macintosh No Cox Business Premium Security Suite is only available for Microsoft Windows operating systems Q Are two antivirus programs better than one No It is best to have one good antivirus program An antivirus program needs to open a file to scan it If another antivirus program is trying to open the same file at the same time it has to wait for the file to become free This might cause problems such as programs not starting correctly to system crashes Questions related to the Installation Q What is required from my computer to be able to use Cox Business Premium Security Suite Recommended Windows 2000 Server Windows Server 2003 and Vista Processor Intel Pentium III 1Gz or higher Memory 1 GB Operating System Microsoft Windows 2000 Server SP4 or Microsoft Windows 2003 32 bit Disk space 800MB free HD space 500 MB for Anti virus only Display 16 bit or more 65000 colors Internet Connection An Internet connection is required in order to validate your subscription and receive updates Browser Internet Explorer 6 0 or newer Q Can install Cox Business Premium Security Suite on top of the existing version or on top of an evaluation version Yes If you are using an evaluation version of Cox Business Premium Security Suite you are able to upgrade to a full commercial version online by entering your subsc
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