Technical FAQ
PRODUCT INSTALLATION
HOW DO I INSTALL TRUSTPORT ANTIVIRUS OR TRUSTPORT INTERNET SECURITY OR TRUSTPORT TOTAL PROTECTION?
Run the installation program, downloaded from the internet or provided on a compact disk. The program is designed so that even less experienced users can complete installation without problems. Follow the instructions of the installation wizard. Once the installation has finished you will be prompted to either register the product or to run in trial mode. If you choose to register the product, a registration wizard will be automatically started, guiding you through the registration process. If you choose to close the wizard, the software will be run as a trial version, for the period of thirty days.
WHAT IS THE TRIAL PERIOD FOR TRUSTPORT PRODUCTS? DO I HAVE TO REINSTALL, IF I WANT TO LICENSE THE SOFTWARE?
Trial versions of all products are available in the Download section of TrustPort. The product may be legally used for trial purposes for the period of thirty days. For registering TrustPort product, it is not necessary to reinstall it. Simply register the installed trial version. Double-click on TrustPort Center in the system tray, select License Keys item to the left, and click on Register button to the right. Then follow the instructions of the registration wizard.
TRUSTPORT ANTIVIRUS
WHY IS IT NOT POSSIBLE TO HAVE TRUSTPORT ANTIVIRUS RUNNING AT THE SAME TIME WITH ANOTHER ANTIVIRUS PROGRAM?
This is not possible because of the technical nature of on-access antivirus protection. No two antivirus programs can run in tandem, so this is not a problem specific just to TrustPort Antivirus.
WHY IS IT NECESSARY TO RESTART THE COMPUTER AFTER INSTALLATION?
To ensure that the computer is fully protected by the antivirus, it is advised to restart the computer. This allows the on-access antivirus protection to be loaded into memory during system startup.
WHEN PERFORMING AN ON-DEMAND SCAN, A MESSAGE IS DISPLAYED THAT THIS IS A TRIAL VERSION. HOW CAN I SWITCH THIS OFF?
It is not possible to switch the message off. After you purchase a full version of TrustPort Antivirus, this message will no longer be displayed.
IS TRUSTPORT ANTIVIRUS COMPATIBLE WITH 64-BIT SYSTEMS?
TrustPort Antivirus is compatible with both 32-bit and 64-bit versions of Windows 8, Vista, Windows XP and Windows 2000, as well as Windows 2008 and Windows 2003.
WHAT IS PARENTAL LOCK?
Parental lock, included in both TrustPort Antivirus and TrustPort PC Security, enables blocking access to certain website categories, e. g. violence, porn, and warez. A total of thirteen categories is available to be blocked. One of the categories is phishing, meaning you can protect your computer against notorious phishing websites.
You can also specify other individual websites that you want to be blocked, beyond the pages already included in the categories. And vice versa, you can specify individual websites that you wish not be blocked, although they fall in the categories.
To set individual parental lock profiles, system user accounts are used. To open parental lock settings, double-click on TrustPort Center in the system tray, click on Internet Protection icon to the right, and finally click on Parental Lock icon to the right.
I SUSPECT A VIRUS IN SOME FILES ON THE COMPUTER. HOWEVER, TRUSTPORT ANTIVIRUS DOES NOT REPORT AN INFECTION.
Update the antivirus, then scan the suspicious files again. In case no infection is reported by the antivirus, please zip these files and send to trustport@dokmai.com.np for analysis. Describe within the email, why you are sending the files.
TRUSTPORT ANTIVIRUS REPORTS A VIRUS IN A FILE WHICH IS NOT INFECTED. HOW DO I RESTORE THE FILE FROM QUARANTINE?
If TrustPort Antivirus finds an infection on your computer, all modified files are moved into quarantine. If you are sure that an important file, automatically moved into quarantine, is in fact not infected, you can restore it at any time.
Double-click on TrustPort Center in the system tray, select Quarantine item to the left, and select the file in the list to the right. Then simply click on Restore button.
If you can send us such file for analysis, it would be very helpful. Please zip the file and send it to trustport@dokmai.com.np. We will inform you of the result.
HOW DO I CREATE A BOOTABLE RECOVERY CD?
For detailed information on creating a bootable recovery disk, please download the document below.
TrustPort Antivirus Recovery Boot Disk Manual
HOW TO REMOVE A VIRUS, REPEATEDLY REPORTED BY TRUSTPORT ANTIVIRUS, EVEN AFTER CLEANING IT?
In case of problems or doubts about the success of cleaning a virus from the system, choose the bootable CD with the Bart PE program and a current installation of TrustPort Antivirus. Boot from it and let it scan all drives. Instructions for creating a bootable CD can be found in TrustPort Antivirus help.
HOW BIG ARE TRUSTPORT ANTIVIRUS UPDATES?
The updates include data samples for the detection of viruses and spyware, antispam data and parental lock data. Updates are incremental, separate for each antivirus engine included, and range from kilobytes to megabytes. The updates also contain an update library of scanning engines, which means that some updates may be the size of dozens of megabytes.
WHEN TRUSTPORT ANTIVIRUS TRIES TO UPDATE, I RECEIVE A MESSAGE THAT IT WAS NOT POSSIBLE TO CONNECT TO THE SERVER. WHAT SHOULD I DO?
- Check your internet connection, for example by navigating to www.trustport.com. If it is not working, contact your internet provider.
- The connection to the update server may be blocked. This may be due to firewall settings or web filtering settings. Try to turn these tools off temporarily and initiate TrustPort Antivirus update once again. For permanent solution, enable connection to the update server in your firewall or web filtering program.
- You may be using a proxy server in your network, not being configured in TrustPort Antivirus. Ask your network administrator for the IP address of the proxy server. Double-click the TrustPort Center icon in the system tray, select the Update item to the left and the Proxy Server tab to the right. Click on Use a proxy server and enter the IP address. If the proxy server requires authentication, tick the box Connect to the proxy server, and enter the user name and password.
WHAT ARE TRUSTPORT ANTIVIRUS MINIMUM SYSTEM REQUIREMENTS?
- Operating system Windows 2000/XP/Vista/7/2003/2008
- Processor Pentium IV or compatible
- 512 MB of RAM, more memory increases speed
- 200 MB of free space on your hard drive
I HAVE RECEIVED A LICENSE KEY FOR TRUSTPORT ANTIVIRUS, NOW WHAT SHOULD I DO?
o There are two ways to register the software, with a serial number or with a license key. In both cases, the registration process is very similar. Double-click on TrustPort Center in the system tray, select License Keys item to the left, and click on Register button to the right. A registration wizard will open, guiding you through the process.
In the second dialog of the registration wizard, select the License key registration radio button. Click the Select button and locate the license key file. In the next dialog, information about the license key will be displayed. Finish the registration by clicking the Next button. The software will be activated for the period licensed, i. e. one year.
For Nepal only follow Online Registration.
NO ANSWER TO YOUR QUESTION?
If you have not found the information you need, please submit your question or search the knowledgebase in our helpdesk system. Please leave message on trustport@dokmai.com.np