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Security Guard FAQ's

Overview

Issue

Security Guard FAQs. (Frequently Asked Questions, FAQ, FAQs, or FAQ's). General Information relating to GCI's Security Guard.

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How To

General

What does GCI mean by "removing all security software"?

Security software includes anti virus, firewall, and spy-ware/ ad-ware programs.

Anti virus Programs Examples
Norton/Symantec	Avast!	Open AV
McAfee	Clam	eTrust
AVG	Panda	Stopsign

Firewall Programs Examples
Zone Alarm	Stopsign
Norton Personal Firewall	Black Ice
McAfee Personal Firewall

Spyware /Adware Programs
Spybot- S&D	Adaware
Spy Blocker	Stopsign

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Why must I check my system minimum requirements before I install Security Guard?
What are the minimum system requirements for Security Guard?

Security Guard is a program running in the background of your computer. This means that the program is always functioning without you consciously aware of the program. To run in the back ground the program needs a certain processor speed and takes memory from your other running programs.

The Minimum System requirements for Security Guard are:

Processor: Minimum of an Intel Pentium 1GHz
Operating System: Microsoft Windows 2000 and XP - Not compatible with MAC OS
Memory:
- Minimum 512 MB RAM for Windows 2000 and XP
Hard Drive Free Space
- Minimum 500 MB Free

During installation Security Guard does not check for minimum requirements. If your system does not meet these requirements, the program may install, but your computer performance will be severely impacted. This impact is most noticeable by a slow down of any other programs you may attempt to run. In extreme cases it may cause your computer to completely lock up, and not function at all. This situation is not unique to Security Guard, but can occur for any program you install if your computer does not meet the program minimum requirements.

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Does Security Guard work with Microsoft Vista Operating System?

Yes. If signing up as a new subscriber, you will receive version 7.0, which is Windows Vista and XP compatible. GCI is in the process of upgrading all current Security Guard customers with the new version of GCI Security Guard. This upgrade will be completed during October 2007, and all GCI Security Guard subscribers will be on version 7.0, which is Windows Vista and XP compatible.

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How do I check my computers system properties?

Click on Start
Right mouse click on My Computer
Left mouse click on Properties
Click on the General tab
That displays the system properties information, which includes your Operationing System, processor, and RAM.

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Where is the online link to sign up for Security Guard?

The online line to sign up for Security Guard is located at: http://portal.gci.net/join_form/?sg=sg. You may click here to go to that page.

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I only have limited access, how can I sign up for Security Guard?

If you signed up for MYgci using your email address, you only have limited permissions in MYgci. MYgci will not allow you to add a billing plan to your account. This is intentional and for your protection. You may call GCI at 868-0316 (Anchorage), 1-800-800-4800 (Statewide) and speak to any agent, who will verify your assoication with the account and sign you up for Security Guard.

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What steps should I take to install Security Guard?

From the Security Guard Screen, select the Save Option.
Save the Security Guard file to your desktop.
After the program has finished downloading to your desktop
Remove the computer from the network!
- You can unplug the cable modem or
- Remove the network cable from the back of the computer, or back of the cable modem
- (Working off the Internet allows you to remove your other programs, add Security Guard, and not be exposed on the Internet)
Once the computer is no longer connected to the Internet
Uninstall your other security programs.
1. Click on Control Panel
2. Click on Add or Remove Programs
3. Click on the Program
4. Click on Remove
Double-click on the Security Guard icon
Follow the Security Guard installation wizard
Reconnect your computer to the Internet

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How can I remove Norton?

Click here to use Norton SymNRT

For older versions of Norton, click here, this removes older norton files and can repair a Microsoft file.

Please be aware that these programs are owned and controlled by a third party vendor. GCI does not endorse or have any control over these programs. If you have problems with these programs, please contact the vendor. These links are provided as a courtesy for our customers.

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How do I remove McAfee?

Click here to go to McAfee Virtual Technician Then click on Run McAfee Virtual Technician button.

Please be aware that this program is owned and controlled by a third party vendor. GCI does not endorse or have any control over this program. If you have problems with this program, please contact the vendor. These links are provided as a courtesy for our customers.

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Security Guard is prompting me for a password. I forgot my password what should I do?

This can occur at several different places, including changing parental control setting, or firewall settings.

During the free trial, you will need to reinstall Security Guard program. This question will be updated, once you are required to purchase this product.

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Does IRC (Internet Relay Chat) work with Security Guard Services ?
A: Yes. Normal Personal Firewall profile allows IRC. If you are using your own custom security profile, remember to define "Service IRC" and "Service IDENT" traffic allowed in both ways in your customized profile

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Updating

How do I know that I have the latest update?
A: You can see the update packages and their date stamps on the Security Guard Services ‘Automatic Updates’- pane.

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Is the service really updated automatically?
A: Yes. Security Guard Service is updated daily and the application is developed for this demand and we can guarantee that the update process is automatic and transparent. However, you need to be connected to your service provider network, so that the Security Guard Service can connect to the update server via Internet.

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Installation

I have subscribed to the Security Guard Service but cannot install my software because my system is already infected with a virus. What can I do?
A: Go to the following URL for support information:

http://support.f-secure.com/enu/corporate/ols.shtml#

Use the On-Line Scanner to confirm the infection and to help you remove them.

Downloads another program
Customer must run after download is installed

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How can I tell that the installation was successful?
A: You will see the ongoing installation progress or main user interface, if installation was successful, by opening Security Guard Services red circle icon in the system tray.

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After I installed the product and re-booted, the computer seems to lockup. What is happening?
A: You most likely installed the application on top of an existing anti-virus or Firewall application. You will need to re-set the computer and start the system in Safe-Mode. Once in Safe-Mode, you will need to uninstall the old anti-virus and/or firewall application.

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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?
A: Open the Security Guard Service user interface by clicking the red circle icon in the right-hand corner (in the System Tray). Click Profiles (the middle pane) and select the ‘Normal’ profile as you active profile. You may also add the rule for the program yourself if you know what protocol it uses and if you are familiar with TCP/IP fundamentals. Remember to also allow these programs in ‘Application control’ of Personal Firewall.

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How do I uninstall the software?
A: You can uninstall the Security Guard Service from the Start menu.

Follow the steps below to uninstall:
1. Click on Start
2. Click on Programs
3. Click on GCI Security Guard
4. Click on Uninstall GCI Security Guard
Reboot after completion

The steps listed above, will uninstall GCI Security Guard in most cases. In the rare case the above steps do not remove the application, there is a special uninstall program available. Follow these steps, especially if these steps were recommended to you by GCI Integrated Technical Support.

Click on Start
Click on Run
Type cmd in the text box
Type ftp
Type open home.gci.net
At the username prompt type omni
At the password prompt type Pass123word
After the password is entered, you are logged in, a blank ftp> prompt is displayed
Type the word binary
Type set to I is displayed
Type get sgremove.exe
After receiving message transfer complete
Type Close
Click on the X in the top right corner to close the window.
Program is saved in C:\Documents and Settings\(current username you are logged in)

To find the program on your computer

Click My Computer
Click on Local Disk C:
Click on Documents and Settings
Click on your username
YOu will see the file sgremove.exe
Double click on the icon to start the uninstall process

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Q: I purchased the multiple copy version, where can I down load the additional copies?

You can download Security Guard for multiple computers at the Mygci Support Page,

Go to the Support Page
Click on My Accounts,
Scroll down to the Security Guard section,
Click on the word download.

Click here to see a support article containing the steps with screen shots, or go to http://portal.gci.net/support/kb/sg_additional_copies.

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Anti Virus

Security Guard Service 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?
A: System Restore is a feature of Windows XP and Windows ME 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 and here are steps how to do it:

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 Security Guard Service.
When you have scanned all files and disinfected them, please go through those steps again and turn on the system restore.

Windows ME:
1. Close all open programs.
2. On the Windows desktop.
3. Right-click My Computer.
4. Select Properties.
5. Select the Performance tab.
6. Select File System.
7. Select the Troubleshooting tab.
8. Select Disable System Restore.
9. Select OK.
10. Select Close.
11. Select Yes to restart your computer.
12. Scan all hard drives and all files with Security Guard Service.

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

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I have many files with extension like "0xe", "0ll" and so on on my hard drive. What are these files?
A: These files were infected and Security Guard Service Virus Protection renamed them.

Based on Security Guard Service Virus Protection settings, files can be renamed if they cannot be disinfected or they can be renamed even without trying to disinfect them. You should check your Security Guard Service Virus Protection settings by double clicking the red circle Security Guard logo in the system tray. Rename operation changes the first character from the file extension to 0 (zero).

Disinfection may fail for example if the file is a worm or a trojan since worms and trojans cannot be disinfected.

Depending on real-time scanning settings, they (0xe, 0ll, etc) might not be scanned with real-time scanner but normally manual scanning is configured to scan all files in the system and when running manual scanning, these files are detected if manual scanning is set to scan all files. You may check your Security Guard Service Virus Protection settings by double clicking the red circle Security Guard logo in the system tray.

These files contain malicious code, but they cannot spread from the computer and they cannot harm your computer anymore.

If you think that these files are important, you may try to scan and disinfect them again with manual scanning. Please check that "action on infection" is set to "Disinfect automatically" in Virus Protection settings of your Security Guard Service

If you think that these files are not important, you may delete them for example by setting the "action on infection" to "Ask from the user" and you may delete those files after manual scan.

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Firewall

What does Security Guard Service Personal Firewall mean, and what is a firewall?
A: Security Guard Service has built-in firewall (Personal Firewall), that will protect you from other users trying to intrude on your workstation, and prevent hacking by denying port scans on your computer. The difference between Security Guard Service Personal Firewall and a traditional firewall is that the traditional firewall protects the whole network from outside attacks, whereas the Security Guard Service Personal Firewall protects individual computers inbound / outbound connections from / to unknown sources and has an advanced intrusion detection system.

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How do I change the Personal Firewall profile?
A: Double-click the red circle icon on your system tray in the bottom right corner of your screen. On the Security Guard Service main menu, choose ‘Personal Firewall’. On the ‘Personal Firewall’ pane, choose ‘Personal Firewall profile’ and click ‘Change...’ Next the ‘Personal Firewall Profiles’ selection dialog is displayed, where you can choose the suitable profile from a selection of different profiles.

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How do I change the Personal Firewall rules?
A: Double-click the red circle Security Guard logo on your system tray in the bottom right corner of your screen. On the Security Guard Service main menu, choose ‘Personal Firewall’. On bottom of the ‘Personal Firewall’ pane, click ‘Advanced Settings’ Next, the ‘Network Protection Settings’ are displayed. By choosing "Rules" tab, you can check your firewall rules and perform needed changes, if necessary.

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Firewall rules vs. Security Guard Service security profiles?
A: Security Guard Service includes several security profiles, which are pre-configured firewall rule sets. Security Guard Service users may also create their own firewall rules when the partially customizable or custom profile is activated. The Security Guard Service user can change the profile depending on what kind of traffic is needed to allow or deny.

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