Symantec NIS2005 User Manual

Download

Page 1

User’s Guide

Page 2

Norton Internet Security™ 2005

User’s Guide

The software described in this book is furnished under a license agreement and may be used only in accordance with the terms of the agreement. Documentation version 8.0 PN: 10291345

Corporation is the copyrighted work of Symantec Corporation and is owned by Symantec Corporation. NO WARRANTY. The technical documentation is being delivered to you AS-IS and Symantec Corporation makes no warranty as to its accuracy or use. Any use of the technical documentation or the information contained therein is at the risk of the user. Documentation may include technical or other inaccuracies or typographical errors. Symantec reserves the right to make changes without prior notice. No part of this publication may be copied without the express written permission of Symantec Corporation, 20330 Stevens Creek Blvd., Cupertino, CA 95014.

Trademarks

Symantec, the Symantec logo, Norton Internet Security, Norton Personal Firewall, LiveUpdate, Norton AntiSpam, and Norton AntiVirus are U.S. registered trademarks of Symantec Corporation. Microsoft, MS-DOS, MSN, Windows, and the Windows logo are registered trademarks of Microsoft Corporation. AOL and CompuServe are registered trademarks of America Online, Inc. Pentium is a registered trademark of Intel Corporation. Other product names mentioned in this manual may be trademarks or registered trademarks of their respective companies and are hereby acknowledged. Printed in the United States of America. 10987654321

Page 3

Chapter 1 Installation

System requirements ......................................................... 5

Before installation .............................................................11

Install Norton Internet Security ....................................12

After installation ................................................................14

For more information .......................................................17

Chapter 2 Feature summary

Security protection features ...........................................22

Virus and threat protection features ............................23

Spam filtering features ....................................................25

Ad blocking features .........................................................27

Chapter 3 Getting started

Start Norton Internet Security .......................................30

Start Norton Internet Security from the Internet

Explorer toolbar ........................................................30

About the main window ...................................................31

Activate your product .......................................................33

Temporarily turn off security protection .....................35

Turn off Auto-Protect temporarily .................................37

Turn off spam filtering .....................................................39

Chapter 4 Responding to emergencies

What to do if a virus is found .........................................42

If Norton AntiVirus cannot repair a file ......................43

Look up viruses on the Symantec Web site ................44

If your product won’t install ...........................................45

If your computer won’t start ...........................................46

Page 4

Contents4

Create Emergency Disks .................................................47

If you need to use Emergency Disks ............................48

Chapter 5 Frequently asked questions

Explore the Symantec service and support

Web site ......................................................................49

How can I find the version number? ............................49

If you need to uninstall ....................................................50

Troubleshoot virus and threat protection ....................51

Troubleshoot security protection ...................................55

Troubleshoot Norton AntiSpam .....................................62

Troubleshoot Ad Blocking ...............................................65

Troubleshoot LiveUpdate .................................................66

Service and support solutions

Index

Page 5

Installation

Before installing, take a moment to review the system requirements.

System requirements

To use Norton Internet Security, your computer must have one of the following Windows operating systems installed:

1 Windows 98/98SE/Me

1 Windows 2000 Professional

1 Windows XP Professional/Home Edition

1 Windows XP Tablet PC Edition

1 Windows XP Media Center Edition

Installation of Norton Internet Security is not supported on Windows 95/NT 4.x, Macintosh, Linux, the server versions of Windows 2000/XP computers, or Windows XP 64-bit edition.

Page 6

Installation

System requirements

Your computer must also meet the following minimum requirements.

Operating System Requirements

Windows 98/98SE 1 133-MHz or higher processor

1 96 MB of RAM

1 200 MB of available hard disk space

1 Internet Explorer 5.5

1 CD-ROM or DVD-ROM drive

Windows Me

Windows 2000 Professional

Windows XP Home/ Professional/ Tablet PC/Media Center Editions

1 150-MHz or higher processor

1 128 MB of RAM

1 200 MB of available hard disk space

1 Internet Explorer 5.5

1 CD-ROM or DVD-ROM drive

1 133-MHz or higher processor

1 128 MB of RAM

1 200 MB of available hard disk space

1 Internet Explorer 5.5

1 CD-ROM or DVD-ROM drive

1 300-MHz or higher processor

1 128 MB of RAM

1 200 MB of available hard disk space

1 Internet Explorer 5.5

1 CD-ROM or DVD-ROM drive

Page 7

System requirements

Supported email and instant messenger programs

Norton Internet Security adds security features to the following email and instant messenger programs.

Feature Supported programs

Installation

Norton AntiSpam integration

Most POP3 email programs, including:

1 Microsoft

1 Microsoft Outlook 2000/XP/2003

1 Eudora

1 Netscape

1 Netscape Mail 6.0/P

1 Yahoo! Mail and Yahoo! Mail Plus on the Web

Outlook® Express 5.5 and later

5.0 and later

Messenger 4.x

Not compatible with the following email clients and protocols:

1 AOL

1 Lotus Notes

1 IMAP

1 POP3 clients that use SSL (Secure Sockets Layer)

Page 8

Installation

System requirements

Feature Supported programs

Norton AntiVirus email scanning

Norton AntiVirus instant messaging scanning

Most POP3 and SMTP email programs, including:

1 Microsoft Outlook Express 4, 5, 6

1 Microsoft Outlook 97/98/2000/XP/2003

1 Netscape Messenger 4

1 Netscape Mail 4, 6, 7

1 Eudora Light 3, Eudora Pro 4, Eudora 5, Eudora 6.0,

Eudora 6.0J

1 Pegasus 3

1 IncrediMail XE

1 Becky! Internet Mail 1.x, 2.0

1 AL-Mail32 1.11

1 Datula 1.x

1 PostPet 2.1, 2.06, 3.0

Norton AntiVirus does not support the following email clients and protocols:

1 AOL

1 IMAP

1 POP3s with Secure Sockets Layer (SSL)

1 Web-based email such as Hotmail and Yahoo! Mail

1 Lotus Notes

1 AOL Instant Messenger 4.7 or later

1 Yahoo! Messenger 5.0 or later

1 Windows Messenger 4.7 or later

1 MSN Messenger 4.6, 4.7, 6.0 or later

Version 5.0 is not supported.

Privacy Control instant messaging scanning

1 AOL Instant Messenger, version 4.3 or later

1 MSN Messenger and Windows Messenger, version 4.6

or later

Page 9

About encrypted email connections

Norton Internet Security does not support email connections that use Secure Sockets Layer. Secure Sockets Layer (SSL) is a Netscape protocol designed to provide secure communications on the Internet. If you use an SSL connection to access your email, you are not protected by Norton Internet Security.

To send email messages through SSL connections, turn off Privacy Control and Norton AntiSpam.

In Norton AntiVirus, you must turn off incoming and outgoing email protection.

To send email through SSL

1 In the main window, click Privacy Control.

2 In the lower-right corner of the window, click Turn

Off.

3 In the main window, double-click Norton AntiSpam.

4 In the lower-right corner of the window, click Turn

Off.

5 In the main window, click Options > Norton

AntiVirus.

w If you set a password for Options, Norton Internet

Security prompts you for the password before you can continue.

6 In the Options window, click Email.

7 Uncheck Scan incoming Email (recommended).

8 Uncheck Scan outgoing Email (recommended).

9 Click OK.

10 Resend your email.

System requirements

Installation

Compatibility with other software and hardware

Norton Internet Security works well with Symantec pcAnywhere and most routers, Internet connection sharing programs, and popular VPNs.

Page 10

Installation

System requirements

Symantec pcAnywhere

You should have no problems using Symantec pcAnywhere as either a client or host with Norton Internet Security. For maximum protection, if you run a Symantec pcAnywhere host, edit the rule to limit its use to only the computers with which you use it. Symantec pcAnywhere passwords are also necessary for maximum security.

Routers

Norton Internet Security adds to the protection provided by the router. In some cases, you might want to reduce the protection provided by the router so that you can use programs like NetMeeting or MSN Messenger. Norton Internet Security also provides features that might not be available with cable and DSL routers, such as privacy protection.

Internet connection sharing programs

For basic protection, install Norton Internet Security on the gateway computer. For maximum protection against Trojan horses or other problem programs that initiate outbound communications, install Norton Internet Security on all computers that share the connection. You must have a license for each copy of Norton Internet Security that you install.

Virtual Private Networks

Norton Internet Security works with the following Virtual Private Networks (VPNs):

1 Symantec Enterprise VPN

1 Symantec Gateway Security

1 Nortel

1 VPNremote

1 PGP

1 SecureRemote

Page 11

With most VPNs, when the VPN client is active, you cannot see the Internet or other computers on your local network. You can see only what is available through the VPN server to which you are connected.

Before installation

Installation

Before installation

See “Create

Emergency Disks”

on page 47.

Before you install Norton Internet Security, prepare your computer. If your computer cannot start from a CD, create Emergency Disks.

Prepare your computer

Quit all other Windows programs before you install Norton Internet Security. Other active programs may interfere with the installation and reduce your protection.

If you have a recent version of Norton Internet Security Professional, Norton Internet Security, or Norton Personal Firewall, the installer can import and use your antispam training settings. If you have an older version of these products, the installer prompts you to remove the older version.

You must also uninstall any antivirus programs that are installed on your computer. For more information, see the user documentation that came with the programs.

If you’re using Windows XP

Windows XP includes a firewall that can interfere with Norton Internet Security protection features. You must turn off the Windows XP firewall before installing Norton Internet Security.

To turn off the Windows XP firewall

1 On the Windows XP taskbar, click Start > Control

Panel .

Page 12

Installation

Install Norton Internet Security

2 In the Control Panel window, do one of the following:

2 In the default Category View, click Network and

Internet Connections, and then click Network Connections.

2 In the Classic View, double-click Network

Connections.

3 Right-click the active connection icon, and then click

Properties.

4 In the Properties window, on the Advanced tab,

uncheck Protect my computer and network by

limiting or preventing access to this computer from the Internet.

5 Click OK.

Install Norton Internet Security

You can install Norton Internet Security from a CD or from a file that you download. If you have not already done so, close all other Windows programs.

To install Norton Internet Security

1 Do one of the following:

See “If the opening

screen does not appear” on

page 14.

2 If you are installing from a CD, insert the CD into

the CD-ROM drive, and then, when the opening screen appears, click Install Norton Internet Security.

2 If you downloaded your copy of Norton Internet

Security, double-click the file that you downloaded, and then click Install.

2 In the Norton Internet Security Setup window, click

Next.

3 If prompted, read the License Agreement, and then

click I accept the License Agreement. If you decline, you cannot continue the installation.

4 If product key text boxes are present, type the

product key for activation.

5 Click Next.

6 In the Pre-Install Scanner window, click Start Scan to

scan your computer for viruses before the installation.

Page 13

Install Norton Internet Security

Installation

If an infection is detected in an active program, Norton AntiVirus may close it. Save all your data before you begin.

7 Do one of the following:

2 If you want to end the scan, click Stop Scan. 2 If a virus is detected, for each file that you want to

delete, click Delete.

8 If you want to see the results of the scan, click View

Details, and then click OK to exit.

9 Click Next.

10 Select an installation type. Your options are:

Install Now Install using the most common

Custom View an additional window that

settings. This is the best choice for most users.

will allow you to install without accounts and Parental Control.

w If you do not install these

features, you will have to use Add/ Remove Programs in the Windows Control Panel to create accounts or use Parental Control. See “Customize your installation” on page 14.

11 Click Browse to select a folder into which you want to

install Norton Internet Security, if it is other than the default location.

12 Click Next.

13 Confirm the installation location, and then click Next

to install Norton Internet Security.

14 Do one of the following:

2 To restart your computer now, click Restart

Windows Now.

2 To restart your computer later, click Restart

Windows Later.

w Your computer is not protected until you restart.

Page 14

Installation

After installation

15 Click Finish.

Customize your installation

During installation, if you select the Custom installation type, you can select the component programs that you want to install.

To customize your installation

1 Follow the Norton Internet Security installation

procedure to step 10, select Custom, and then click Next.

2 In the Install Accounts and Parental Control window,

select whether you want to install Accounts and Parental Control.

w If you do not install these features, you will have to

use Add/Remove Programs in the Windows Control Panel to create accounts or use Parental Control.

3 Click Next to continue installation at step 13.

If the opening screen does not appear

Sometimes a computer’s CD-ROM drive does not automatically run a CD.

To start the installation from the Norton Internet Security CD

1 On your desktop, double-click My Computer.

2 In the My Computer window, double-click the icon for

your CD-ROM drive.

3 In the list of files, double-click Cdstart.exe.

After installation

After Norton Internet Security is installed and you have restarted your computer, the Configuration Wizard appears.

Page 15

Use the Configuration Wizard

The Configuration Wizard lets you activate and register Norton Internet Security and complete post-installation tasks. You must be online to activate your product.

w If you choose not to register the software by using the

Configuration Wizard or if registration fails for some reason, you can register by visiting the Symantec Web site at: www.symantec.com

To use the Configuration Wizard

1 In the opening Configuration Wizard window, click

Next. If you downloaded your copy of Norton Internet Security, the License Agreement window appears.

2 Read the License Agreement, and then click I accept

the License Agreement, and then click Next.

If you decline, you cannot continue the installation.

3 In the Product Activation window, click Activate and

4 Click Next.

5 In the first Registration window, in the drop-down list,

select the Country/Region from which you are registering.

6 If you would like information from Symantec about

Norton Internet Security, check the methods by which you want to receive that information, type your email address and/or your phone number, and then click Next.

7 If you would like to receive postal mail from

Symantec, check the check box, and then type your name and address.

8 Click Next.

9 In the Activation window, if product key text boxes

are present, type the product key for activation.

10 Verify that you are connected to the Internet, and then

click Next.

11 In the Activation Complete window, click Print key

to print a copy of the product key for your records, and then click Next.

Installation

After installation

Page 16

Installation

After installation

12 In the Subscription window, review the subscription

information, and then click Next.

13 The Next Steps window lists the following post-

installation tasks that Norton Internet Security automatically performs:

Run LiveUpdate Ensures that you have the latest

Run the Home Network Wizard

Specify private information

virus protection

Allows your computer to communicate with other computers on your network, if one exists

Identifies the information that you want Privacy Control to protect

w If the Use Norton Internet Security instead of Windows

Firewall check box and the Do not share Norton security status with other products check box appear, Symantec recommends that you leave them checked and use Norton Internet Security to protect your computer.

14 Click Close to begin these tasks.

Page 17

For more information

The product documentation provides assistance for using Norton Internet Security. You can find the information that you need on your computer and on the Web.

Use online Help

Help is available throughout your Symantec product. Help buttons and links to more information provide assistance that is specific to the task that you are completing. The Help menu provides a comprehensive guide to all of the product features and tasks that you can complete.

To use online Help

1 At the top of the main window, click Help & Support

> Norton Internet Security Help.

2 In the Help window, in the left pane, select a tab. Your

options are:

Contents Displays the Help by topic

For more information

Installation

Index Lists Help topics in alphabetical

Search Opens a search box in which you

You can also print any topic in Help.

To print a topic in Help

1 In the Help window, click the Contents tab.

2 In the Contents list, select the topic that you want to

print, and then click Print.

3 Select whether you want to print only the selected

topic or the topic and all of the subtopics under it.

4 Click OK.

order by key word

can type a word or phrase

Page 18

Installation

For more information

Window and dialog box Help

Window and dialog box Help provides information about the program. This type of Help is context-sensitive, meaning that it provides help for the dialog box or window that you are currently using.

To access window or dialog box Help

4 Do one of the following:

2 In the window, click any Help link. 2 In the dialog box, select Help or More Info.

Access the User’s Guide PDF

The Norton Internet Security User’s Guide is provided on the CD in PDF format. You must have Adobe Reader installed on your computer to read the PDF.

w If you purchased this product as an electronic download,

Adobe Reader was not included. You must download it from the Adobe Web site.

To install Adobe Reader from the CD

1 Insert the CD into the CD-ROM drive.

2 Click Browse.

3 In the CD window, double-click the Manual folder.

4 If applicable, double-click the Adobe folder.

5 Double-click the program file.

6 Follow the on-screen instructions to select a folder for

Adobe Reader and complete the installation.

Once you have installed Adobe Reader, you can read the PDF from the CD.

To read the User’s Guide PDF from the CD

1 Insert the CD into the CD-ROM drive.

2 Click Browse.

3 Double-click the Manual folder.

4 Double-click the PDF.

You can also copy a User’s Guide to your hard disk and read it from there.

Page 19

To read a User’s Guide from your hard disk

1 Open the location into which you copied the PDF.

2 Double-click the PDF.

Symantec products on the Web

The Symantec Web site provides extensive information about all Symantec products. There are several ways to access the Symantec Web site.

To access the Web site from the Help menu

4 Select the solution that you want. Your options are:

For more information

Installation

Help and Support Takes you to the product support

Symantec Security Response

Feature summary

Use the information in this section to familiarize yourself with the product.

This section includes the following information:

1 A list of all of the features in the product

1 A brief description of each feature

The feature summary can help you determine which feature to use to solve a problem. Read the feature descriptions to locate the correct component to use.

See “Use online

Help” on page 17.

For more information on any of the features listed, see the online Help.

Page 22

Feature summary

Security protection features

Norton Internet Security includes a suite of security tools that help keep your computer safe from security threats and privacy intrusions.

Security protection features include:

Personal Firewall Protects your computer from Internet attacks, dangerous

Intrusion Detection

Outbreak Alert Notifies you of security threats affecting Internet users

Network Detector Lets you customize security settings for different

Internet Explorer toolbar

Privacy Control Gives you several levels of control over the kind of

Alert Assistant Helps you understand security issues, suggests how you

Parental Control Lets parents choose the Web sites and newsgroups that

Password protection

Web content, port scans, and other suspicious behavior.

Scans each piece of information that enters and exits your computer and automatically blocks any Internet attacks.

worldwide and recommends actions to ensure that you are protected.

networks. This makes it easy for mobile users who connect to the Internet from the road to stay protected at all times.

Lets you customize security settings for individual Web sites without leaving your browser.

information that users can send via the Web, email, and instant messenger programs.

can resolve problems, and advises you on avoiding future security problems.

their children can visit and the types of Internet programs that children can use.

Protects Norton Internet Security options from unauthorized changes.

Page 23

Virus and threat protection features

Feature summary

Virus and threat protection features

Norton AntiVirus provides comprehensive virus prevention, threat detection, and repair software for your computer. It automatically detects and repairs known viruses. Norton AntiVirus detects viruses and other potential risks in instant messenger attachments as well as in email messages, Internet downloads, and other files. Easy updating of the virus definitions over the Internet keeps Norton AntiVirus prepared for the latest threats.

Norton AntiVirus includes expanded threat detection of both known and emerging threats, such as spyware and other files that could put your computer at risk. Norton AntiVirus also scans files inside of compressed files.

Norton AntiVirus continually monitors your computer and protects it from known and unknown threats using the following features:

Auto-Protect 1 Loads into memory when Windows starts, providing

Automatic LiveUpdate

Compressed file protection

Email protection Protects incoming and outgoing email messages,

Instant messenger protection

constant protection while you work.

1 Checks for viruses every time that you use software

programs on your computer, insert floppy disks or other removable media, access the Internet, or use document files that you receive or create.

1 Monitors your computer for any unusual symptoms

that may indicate an active threat.

Updates your program and virus definitions automatically.

Detects and repairs viruses inside of compressed files.

preventing your computer and other computers from infection.

Scans for and detects viruses in instant messenger attachments.

Page 24

Feature summary

Virus and threat protection features

Bloodhound technology

Password protection

Norton QuickScan Automatically runs once LiveUpdate updates your

Detects new and unknown viruses by analyzing an executable file’s structure, behavior, and other attributes such as programming logic, computer instructions, and any data that is contained in the file.

Protects Norton AntiVirus options from unauthorized changes.

computer with program updates and virus definitions. Checks for infections that have processes running in memory and infections that are referenced by start-up folders and files.

Page 25

Spam filtering features

As email becomes more popular, many users are receiving an increasing amount of the unsolicited commercial email messages known as spam. Not only does spam make it difficult to identify valid email messages, some spam contains offensive messages and images.

Norton AntiSpam incorporates several powerful features to reduce your exposure to unwanted online content.

Feature summary

Spam filtering features

Integration with email programs

Allowed and Blocked lists

Adds buttons to the toolbar in supported email programs, if you choose

1 Uses user-defined address list to expedite scanning

of email

1 Accepts all mail from Allowed list

1 Treats all mail from Blocked list as spam

1 Allows and blocks email from entire domains as well

as individual email addresses

Automatic import of addresses

Automatically imports lists of addresses from supported email programs to keep your list of allowed email senders in sync, if you choose

Self-training 1 Uses outgoing mail to refine spam definition

1 Adds the recipients of your email to the Allowed list,

if you choose

1 Prevents spammers from using your personal email

addresses to get around the spam filter

Custom spam rules Lets you identify email addresses and text that should

and should not be filtered

Yahoo! Mail and Yahoo! Mail Plus

Moves spam email to a separate folder in your Yahoo! email account

filtering

Page 26

Feature summary

Spam filtering features

Language filtering Blocks all email written in the language or languages

Automated update of spam definitions

you specify

Updates copies of Symantec spam definition files automatically (subscription required)

Page 27

Feature summary

Ad blocking features

Many Web sites are using more aggressive techniques to draw attention to the ads on their pages. Some have begun using larger, more prominent ads, while others rely on ad windows that appear when you enter or leave the site. Along with increasing the amount of time that it takes to display Web pages, some ads contain offensive content, cause software conflicts, or use HTML tricks to open additional browser windows.

The following features can help you better control these unwanted advertisements.

Ad blocking Blocks ads based on user-defined criteria

Pop-up blocking Blocks pop-up windows based on user-defined criteria

Page 28

Feature summary

Ad blocking features

Page 29

Getting started

This section contains information about starting your Symantec product and the features that are available in the main window.

It is not usually necessary to open your Symantec product to benefit from the protection features that it provides. Automatic features that are set during installation provide you with basic protection.

Open your Symantec product to view status information, customize option settings, perform basic tasks, and temporarily disable automatic features.

Page 30

Getting started

Start Norton Internet Security

Norton Internet Security protects any computer on which it is installed. You do not have to start the program to be protected.

To start Norton Internet Security

4 Do one of the following:

2 On the Windows taskbar, click Start > Programs

> Norton Internet Security > Norton Internet Security.

2 On the Windows XP taskbar, click Start > All

Programs > Norton Internet Security > Norton Internet Security.

2 On the Windows desktop, double-click the Norton

Internet Security icon.

2 In the Windows System tray, double-click the

Norton Internet Security icon. In Windows XP, the system tray is called the notification area.

Start Norton Internet Security from the Internet Explorer toolbar

Norton Internet Security adds a button to the Internet Explorer toolbar.

To start Norton Internet Security from the Internet Explorer toolbar

4 On the Internet Explorer toolbar, click the Norton

Internet Security icon, and then click Configure security settings.

w You may not be able to access the Norton Internet

Security icon on the Internet Explorer toolbar, depending on your computer’s configuration.

To display the Norton Internet Security button

4 In Internet Explorer, on the View menu, click

Toolbars > Norton Internet Security.

Page 31

About the main window

Use the main window to access program components, set options, and access online Help.

To explore the main window

1 On the left side of the main window, select a category,

such as Statistics or Subscription Status. A description or an expanded list of options appears in the center of the window.

2 At the top of the main window, click a button. Your

options are:

About the main window

Getting started

Block Traffic/Allow Traffic

LiveUpdate Starts LiveUpdate, where you can

Options Customizes general features of

Help & Support Accesses Help for Norton Internet

Stops and starts all communication to and from your computer.

update threat definitions, Norton Internet Security, and any other installed Symantec products.

Norton Internet Security.

Security.

Page 32

Getting started

About the main window

3 Inside the main window, under Status & Settings,

click any of the feature names to see a brief description of the feature and access configuration options for the feature.

Page 33

Activate your product

Product activation reduces software piracy and ensures that you have received genuine Symantec software.

If you did not activate your product when first prompted, you will receive an Activation Needed alert every day until you activate the product.

w You must activate your product within the time period

specified by the alert or the product will stop working.

You can activate your product from the Activation Needed alert or from the Activation option on the Help menu. Activation should take just a few minutes.

To activate your product from the Activation Needed alert

1 In the alert, click Activate Now.

2 Click OK.

3 On the Activation screen, click Next.

4 On the Activation Successful screen, click Finish.

To activate your product from the Help menu

1 At the top of the main window, click Help and

Support > Activation.

2 On the Activation screen, click Next.

3 On the Activation Successful screen, click Finish.

Getting started

Activate your product

If you have problems activating

If you cannot connect to the Symantec servers to activate your product, first check to see if you have parental control software or an ISP that might be blocking the connection. If that doesn’t resolve the issue, you can activate by phone.

Page 34

Getting started

Activate your product

Check for connectivity blocking

A connectivity problem can occur if you are using parental control software or are using an ISP that provides parental controls. If you suspect that parental controls are blocking the connection, configure the parental controls so that they do not block the activation procedure. You will need to log in to your parental control software as an administrator, or log in to the Internet through your ISP as an administrator, to change your configuration.

Activate by phone

If parental controls are not the problem, or if you cannot reconfigure your parental controls to resolve the issue, you can activate by phone.

To activate by phone

1 Disconnect from the Internet.

2 Attempt activation again.

3 After the connection fails (which could take a minute

or two), select Activate my software by phone, then click Next.

4 Follow the prompts provided.

Page 35

Temporarily turn off security protection

Getting started

Temporarily turn off security protection

There may be times when you want to temporarily turn off security protection. For example, you might want to see if it is preventing a Web page from appearing correctly.

Only Supervisor users can temporarily turn off security protection. Child and Teenager users cannot turn off any portion of the program.

w Turning off security protection also turns off all of the

individual security features.

To temporarily turn off security protection

1 In the main window, click Security.

2 In the lower-right corner of the window, click Turn

Off.

3 In the pop-up window that appears, in the drop-down

list, select how long you want to turn off security protection, and then click OK.

To ensure that your computer remains protected, you can turn on security protection manually if you complete your task before the time that you specified concludes.

To turn on security protection

1 In the main window, click Security.

2 In the lower-right corner of the window, click Turn

On.

If the Norton Internet Security icon appears in the Windows system tray, you can use it to turn on and turn off security protection.

To turn off security protection using the icon in the Windows system tray

1 In the Windows system tray, right-click the Norton

Internet Security icon, and then click Disable Norton Internet Security.

2 In the pop-up window that appears, in the drop-down

list, select how long you want to turn off security protection, and then click OK.

Page 36

Getting started

Temporarily turn off security protection

To ensure that your computer remains protected, you can turn on security protection manually if you complete your task before the time that you specified concludes.

To turn on security protection using the icon in the Windows system tray

4 In the Windows system tray, right-click the Norton

Internet Security icon, and then click Enable Norton Internet Security.

You can also turn off individual security features. For example, you might want to see if the Personal Firewall is preventing a program from operating correctly.

To turn off a security feature

1 In the main window, select the feature that you want

to turn off.

2 In the lower-right corner of the window, click Turn

Off.

3 In the pop-up window that appears, in the drop-down

list, select how long you wish to have the feature turned off, and then click OK.

To ensure that your computer remains protected, you can turn on the feature manually if you complete your task before the specified time frame concludes.

To turn on a security feature

1 In the main window, select the feature that you want

to turn on.

2 In the lower-right corner of the window, click Turn

On.

Page 37

Turn off Auto-Protect temporarily

If you have not changed the default option settings, AutoProtect loads when you start your computer to guard against viruses, Trojan horses, worms, and other malicious threats. It checks programs for viruses as they are run and monitors your computer and removable media for any activity that might indicate the presence of a virus. When a virus or virus-like activity is detected, Auto-Protect alerts you.

In some cases, Auto-Protect may warn you about a viruslike activity that you know is not the work of a virus. If you will be performing such an activity and want to avoid the warning, you can turn off Auto-Protect.

w If you have set a password for Options, Norton Internet

Security asks you for the password before you can view or change the settings.

To turn off Auto-Protect

1 In the main window, click Options.

If a menu appears, click Norton AntiVirus.

2 In the Options window, under System, click Auto-

Protect.

3 In the Auto-Protect pane, uncheck Enable Auto-

Protect.

4 In the Options popup window, select the period

during which you want Auto-Protect turned off.

To turn on Auto-Protect

1 In the main window, click Options.

If a menu appears, click Norton AntiVirus.

2 In the Options window, under System, click Auto-

Protect.

3 In the Auto-Protect pane, check Enable Auto-

Protect.

If the Norton Internet Security icon is visible in the Windows system tray, you can use it to turn on and turn off Auto-Protect.

Getting started

Page 38

Getting started

Turn off Auto-Protect temporarily

To turn on or turn off Auto-Protect using the Norton Antivirus icon in the Windows system tray

4 In the Windows system tray, right-click the Norton

Internet Security icon, and then do one of the following:

2 Check Enable Auto-Protect to turn on Auto-

2 Uncheck Enable Auto-Protect to turn off Auto-

Protect.

Page 39

Turn off spam filtering

By default, Norton AntiSpam remains active once it is installed. If for any reason you want to temporarily disable it, you can turn it off from within the program itself.

To turn off spam filtering

1 In the main window, under Norton AntiSpam, click

Status & Settings.

2 In the System Status pane, click AntiSpam.

3 On the right side of the main window, click Turn Off.

To turn on spam filtering

1 In the main window, under Norton AntiSpam, click

Status & Settings.

2 In the System Status pane, click AntiSpam.

3 On the right side of the main window, click Turn On.

Getting started

Turn off spam filtering

Page 40

Getting started

Turn off spam filtering

Page 41

Responding to emergencies

If you have an emergency, read these sections to try to find the solution to your problem.

Common problems include:

1 Virus threats

1 Trouble restarting your computer

1 Lost or missing files

1 Possible disk damage

w If you purchased this product to address any of the

problems listed above, read these sections first. Immediate installation of the product may not always provide the best solution to your problem.

Page 42

Responding to emergencies

What to do if a virus is found

w If after reviewing the information in this chapter, you

have not resolved your problem, see “Frequently asked

questions” on page 49.

Viruses can be found during a manual or scheduled scan or by Auto-Protect when you perform an action with an infected file. Threats and security risks can appear during an instant messenger session, when sending an email message, or during a manual or scheduled scan.

If Norton AntiVirus finds a virus or a file containing a virus or a potential security risk on your computer, there are several possible resolutions to the problem:

Resolution Action

Fix infection Removes the virus from the file or if the threat is a worm

Quarantine infection

Delete infection Removes the virus from your computer by deleting the

Manual Removal Lists infections that Norton AntiVirus is unable to

See “Use online

Help” on page 17.

or Trojan horse, deletes the file.

Makes the file inaccessible by any program other than a Symantec antivirus program.

You cannot accidentally open the file and spread the virus, but you can still evaluate it for possible submission to Symantec.

file that contains the virus, worm, or Trojan horse. Delete should be used only if the file cannot be repaired or quarantined.

automatically remove. However, the Manual Removal window lets you launch the Symantec Web site for a tool or instructions to remove these infections.

The online Help contains more information about this feature.

Page 43

If Norton AntiVirus cannot repair a file

Responding to emergencies

If Norton AntiVirus cannot repair a file

One of the most common reasons that Norton AntiVirus cannot automatically repair an infected file is that you do not have the most up-to-date virus definitions. Before running LiveUpdate to update your virus definitions, ensure that QuickScan is turned on (it is turned on by default). After LiveUpdate updates your virus definitions, QuickScan automatically checks for infections that have processes running in memory or infections that are referenced by start-up files and folders.

If that does not work, read the information in the report window to identify the types of files that cannot be repaired, and then depending on the file type, take one of the following actions:

File type Action

Infected files with .exe, .doc, .dot, or .xls file name extensions (any file can be infected)

Hard disk master boot record, boot record, or system files (such as IO.SYS or MSDOS.SYS) and floppy disk boot record and system files

Use the Repair Wizard to solve the problem.

For more information, see the online Help. See “Use online Help” on page 17.

Replace using your operating system disks.

Page 44

Responding to emergencies

Look up viruses on the Symantec Web site

The Symantec Web site contains a complete list of all known viruses and related malicious code, along with descriptions. You must be connected to the Internet to look up viruses.

To look up viruses

1 On the left side of the main window, under Norton

AntiVirus, click Reports.

2 In the Reports pane, click View Online Virus

Encyclopedia.

The Symantec Web site opens in your Internet browser.

3 Use the links on the Web page to access the virus

information that you want to view.

Page 45

Responding to emergencies

If your product won’t install

w You must be running Windows in order to install your

Symantec product.

If you try to install your product on a computer that has a virus and you choose not to run the Symantec Pre-Install Scanner, start over and run the Symantec Pre-Install Scanner as directed.

If you cannot run the Norton AntiVirus Pre-Install Scanner, but you can connect to the Internet, go to http://security.symantec.com and run virus detection from the Symantec Security Check Web site.

Once the virus has been repaired, delete the installation files that were left behind in the folder after you tried to install the first time.

To delete remaining installation files

1 On the Windows taskbar, click Start > Run.

2 In the Run dialog box, type %TEMP%

3 Click OK.

4 Close the window.

5 After you delete the temporary files, begin installation

again and run the Symantec Pre-Install Scanner to be sure that you have removed all of the viruses.

Page 46

Responding to emergencies

If your computer won’t start

If you have a virus or threat on your computer, you need to start the computer from an uninfected disk to remove the virus.

Suggestion For more information

Restart from the CD and scan your computer’s hard disk for viruses.

If you have access to another computer, create a set of Emergency Disks and start your computer from the Emergency Disks.

See “Scan for viruses using the CD” on page 46.

See “Create Emergency Disks” on page 47.

See “If you need to use Emergency

Disks” on page 48.

Scan for viruses using the CD

You might need to change your computer’s BIOS Setup options to start from the CD-ROM drive. To do so, see the documentation that came with your computer.

To start from the CD and scan for viruses

1 Insert the CD into the CD-ROM drive.

2 Restart your computer.

Your computer displays the following information:

2 1 Boot from Hard Drive 2 2 Boot from CD-ROM

3 Press 2 Boot from CD-ROM to restart from the CD.

After the computer restarts, the Emergency program automatically begins to scan for and remove viruses.

4 When Norton AntiVirus has finished scanning,

remove the CD from your CD-ROM drive.

Page 47

Create Emergency Disks

Emergency Disks are used to start your computer in case of a problem.

If your computer can start from a CD, you can use the product CD in place of Emergency Disks and do not need to create them.

If you downloaded the software, the program for creating Emergency Disks (NED.exe) is included in the download. Locate the downloaded software on your hard disk, and then follow the instructions to create emergency disks, shown below.

If you cannot start your computer from a CD, you can use these instructions to create Emergency Disks on another computer or go to http://www.symantec.com/techsupp/ebd.html and download the Emergency Disk program. Follow the instructions included in the download to create the Emergency Disks.

Alternatively, you can download the Emergency Disk program from http://www.symantec.com/techsupp/ebd.html

Follow the instructions that are included in the download to create the Emergency Disks.

w You will need several formatted 1.44-MB disks.

To create Emergency Disks

1 Insert the CD into the CD-ROM drive.

2 Click Browse CD.

3 Double-click the Support folder.

4 Double-click the Edisk folder.

5 Double-click NED.exe.

6 In the Welcome window, click OK.

7 Label the first disk as instructed, and then insert it

into drive A.

8 Click Yes.

9 Repeat steps 7 and 8 for the subsequent disks.

10 When the procedure is complete, click OK.

Responding to emergencies

Create Emergency Disks

Page 48

Responding to emergencies

If you need to use Emergency Disks

11 Remove the final disk from drive A.

12 Test the first disk in the set to ensure that you can use

it to restart your computer.

13 Store the Emergency Disk set in a safe place.

If you need to use Emergency Disks

You can use Emergency Disks to restart your computer and scan for viruses or run DOS-based recovery utilities.

To use Emergency Disks

1 Insert Emergency Disk 1 into drive A, and then

restart your computer. The Emergency program runs in DOS.

2 Select the program that you want to run.

For DOS program help, press the F1 key while you are running the program.

3 Follow the on-screen instructions for inserting and

removing the Emergency Disks.

4 When the Emergency program is done, remove the

Emergency Disk from drive A, and then restart your computer.

Page 49

Frequently asked questions

The information in this chapter will help you solve the most frequently encountered problems.

Explore the Symantec service and support Web site

On the Symantec service and support Web site, you can find the latest protection and program updates, patches, online tutorials, Knowledge Base articles, and virus removal tools.

To explore the Symantec service and support Web site

1 On the Internet, go to www.symantec.com/techsupp

2 Follow the links to the information that you want.

How can I find the version number?

You can check the version number of your product on your computer.

To check the version number

1 Start your product.

2 Click Help and Support.

3 On the Help menu, click About <your product

name>.

4 If applicable, in the About dialog box, select your

product name.

Page 50

Frequently asked questions

If you need to uninstall

See “Use online

Help” on page 17.

Instructions for uninstalling are available in the online Help.

Page 51

Troubleshoot virus and threat protection

Frequently asked questions

Troubleshoot virus and threat protection

Check here for possible solutions to issues that might arise with Norton AntiVirus.

How do I make Auto-Protect load when I start my computer?

If the Norton AntiVirus Auto-Protect icon is not visible on the lower-right corner of the Windows taskbar, AutoProtect is not loaded. Failure to load Auto-Protect may be due to one of the following situations:

You may have started Windows in safe mode. Windows restarts in safe mode if the previous shutdown did not complete successfully. For example, you may have turned off the power without choosing Shut Down on the Windows Start menu.

To restart Windows

1 On the Windows taskbar, click Start > Shut Down.

2 In the Shut Down Windows dialog box, click Restart.

3 Click OK.

Norton AntiVirus may not be configured to start AutoProtect automatically.

To set Auto-Protect to start automatically

1 In the main window, click Options.

If a menu appears, click Norton AntiVirus.

2 In the Options window, under System, click Auto-

Protect.

3 Ensure that Start Auto-Protect when Windows starts

up is checked.

Norton AntiVirus may not be configured to show the Auto-Protect icon in the Windows system tray.

Page 52

Frequently asked questions

Troubleshoot virus and threat protection

To s how th e Au to-Pr otect ico n in the Wi ndo ws system tray

1 In the main window, click Options.

If a menu appears, click Norton AntiVirus.

2 In the Options window, under System, click Auto-

Protect.

3 Ensure that Show the Auto-Protect icon in the

Windows system tray is checked.

How do I stop a virus that continues to infect my files after I have scanned and removed the virus?

A virus may continue to infect files for several reasons.

The virus might be in a program file with an unusual extension for which Norton AntiVirus is not configured to search.

To reset Norton AntiVirus scanning options

1 In the main window, click Options.

If a menu appears, click Norton AntiVirus.

2 In the Options window, under System, click Manual

Scan.

3 Under Which file types to scan for viruses, click

Comprehensive file scanning.

4 Click Manual Scan > Bloodhound.

5 Ensure that Enable Bloodhound heuristics is checked,

and then click Highest level of protection.

6 Click OK.

7 Scan all of the disks that you use and repair all

infected files.

The source of the infection could be a floppy disk. Scan all of the floppy disks that you use to ensure that they are free of viruses.

The virus might be remaining in memory after you remove it from the boot record. It then reinfects your boot record. If the problem is a Trojan horse or worm that was transmitted over a shared network drive, you must disconnect from the network or password protect the drive to let Norton AntiVirus delete the problem.

Page 53

Troubleshoot virus and threat protection

Frequently asked questions

Why is Norton AntiVirus unable to repair my infected files?

If Norton AntiVirus cannot repair your infected files, you may not have the most current virus protection on your computer. Update your virus definitions regularly to protect your computer from the latest viruses.

If, after using LiveUpdate, the virus cannot be removed, the file may be corrupted, or contain a new virus. Do one of the following:

1 Quarantine the file and submit it to Symantec.

1 Replace the infected file with a clean copy, if one

exists, and delete the infected file.

Why am I unable to receive email messages?

If you are using a firewall, it may block access to the Internet features of Norton AntiVirus and prevent receipt of Email messages.

You can temporarily turn off email protection and attempt to download your email messages again.

To temporarily turn off incoming email protection

1 In the main window, click Options.

If a menu appears, click Norton AntiVirus.

2 In the Options window, under Internet, click Email.

3 Uncheck Scan incoming Email.

4 Click OK.

5 Download your email messages.

6 Check Scan incoming Email to turn email protection

back on.

Your email client may have timed out. Make sure that timeout protection is turned on.

If you continue to experience problems downloading email messages, turn off email protection.

Page 54

Frequently asked questions

Troubleshoot virus and threat protection

To turn off email protection

1 In the main window, click Options.

If a menu appears, click Norton AntiVirus.

2 In the Options window, under Internet, click Email.

3 Uncheck Scan incoming Email.

4 Uncheck Scan outgoing Email.

5 Click OK.

Why am I unable to send email messages?

If you get the message Norton AntiVirus was unable to send your email message because the connection to your email server was disconnected, your email client may be set to automatically disconnect after sending and receiving email messages. To resolve this issue, turn off this option within your email client. Consult your email client manual for instructions on how to do this.

If you are using a firewall, it may block access to the Internet features of Norton AntiVirus.

For Norton AntiVirus to scan outgoing email messages for viruses, it intercepts and scans the messages before they are sent to your email provider. To resolve this issue, turn off Norton AntiVirus outgoing email scanning.

To turn off outgoing email scanning

1 In the main window, click Options.

If a menu appears, click Norton AntiVirus.

2 In the Options window, under Internet, click Email.

3 Uncheck Scan outgoing Email.

4 Click OK.

Page 55

Frequently asked questions

Troubleshoot security protection

Check here for possible solutions to issues that might arise with Norton Internet Security.

Does Norton Internet Security work with my ISP’s proxy server?

Norton Internet Security works with most proxy servers. However, you might have to change some settings to maintain full protection.

To determine whether the Personal Firewall works with your proxy server

1 In the main window, click Statistics.

2 In the Statistics window, click More Details.

3 Under Network, look at the All Bytes Sent and All

Bytes Received counters.

4 Use your browser to connect to a Web site.

The All Bytes Sent and All Bytes Received counters in the Norton Internet Security Statistics window should increase as you access Web pages. This indicates that the Personal Firewall is correctly configured to work with your proxy server.

5 To close the Norton Internet Security Statistics

window, on the File menu, click Exit.

If the All Bytes Sent and All Bytes Received counters stay at 0, then the Personal Firewall is probably not monitoring the port used by your proxy server. You need to determine which ports your proxy server is using for HTTP communications, and then configure the Personal Firewall to monitor those ports.

To determine which port to monitor for HTTP communication

1 Use your browser to connect to a Web site.

2 In the main window, click Statistics.

3 In the Statistics window, click View Logs.

Page 56

Frequently asked questions

Troubleshoot security protection

4 On the Connections tab, in the Remote Service Port

column, look at the information. There should be a port number following the IP address of the site that you viewed with your browser. This number is the port number that is used to access your proxy server for your Web connection.

5 Record the port number.

To specify which ports to monitor for HTTP communication

1 At the top of the main window, click Options. If a

menu appears, click Norton Internet Security.

2 On the Firewall tab, under HTTP Port List, do one of

the following:

2 To add a port to the HTTP Port List, click Add, and

then type the number of the port that you want to monitor for HTTP communication.

2 To remove a port from the HTTP Port List, select

the port number in the HTTP Port List, and then click Remove.

3 Click OK.

Can Norton Internet Security protect a Web server?

To protect a Web server, you must create a firewall rule that allows inbound TCP connections on port 80. The easiest way to create these rules is via a Norton Internet Security alert.

To create rules for a Web server using an alert

1 On the Web server, view your Web site by typing the

IP address in the address bar of your browser. An alert appears.

2 In the alert, on the drop-down menu, click

Automatically configure Internet access.

3 Click OK.

Page 57

Frequently asked questions

Troubleshoot security protection

Can Norton Internet Security protect an FTP server?

To let an FTP server run behind Norton Internet Security, you must create the following rules:

1 Allow inbound TCP connections on port 21.

1 Allow outbound TCP connections on port 22.

1 Allow inbound TCP connections on ports 1024 to

5000.

The easiest way to create these rules is via an alert.

To create rules for an FTP server using an alert

1 In the address bar of your browser, type ftp://

followed by the IP address of your FTP server. An alert appears.

2 In the alert, on the drop-down menu, click

Automatically configure Internet access.

3 Click OK.

Page 58

Frequently asked questions

Troubleshoot security protection

What is wrong with this Web site?

If you cannot connect to a Web site with Norton Internet Security turned off, there might be a problem with the Internet or your Internet service provider. If your connection is working, it’s possible a Norton Internet Security feature is preventing you from viewing the site.

Problem Solution

It could be Cookie Blocking

It could be Parental Control

It could be a firewall rule

It could be ActiveX or Java blocking

It could be Content Blocking

Many Web sites require that cookies be enabled on your computer to display correctly.

If you have set up Parental Control to block certain categories of Web sites, it may be blocking the site that you are attempting to view. When Parental Control blocks a site, it always displays a message telling you that the site is blocked.

A firewall rule might be blocking the Web site. When this happens, you will usually see a message saying that you could not connect.

Some Web sites display only ActiveX controls or Java applets. If you are blocking them, nothing appears on these sites.

Sometimes blocking content on the Internet prevents an entire Web site from appearing in your browser.

Why can’t I post information online?

If you are unable to post information to a Web site, it may be because Privacy Control is blocking the information. Check the Private Information list to see if the information that you are trying to enter is being blocked.

Why did an email message I sent never arrive?

If you choose to block an email message containing private information, Norton Internet Security immediately deletes the email message. Your email program will indicate that the message was sent, but the recipient will not receive it.

Page 59

Frequently asked questions

Troubleshoot security protection

If your email program maintains copies of sent messages in its Sent or Out folder, you can reopen the email message, remove the private information, and send the message again.

Why won’t a program connect to the Internet?

You might not be able to use a program to connect to the Internet for any of the following reasons.

Problem Solution

The program might belong in a category of programs that is restricted for this account.

There is no firewall rule that lets the program create a connection to the Internet.

There is a firewall rule that blocks the program from creating a connection to the Internet.

Norton Internet Security could be blocking your account from using this program on the Internet.

Determine if the program belongs in a restricted category, and then block or permit category access.

Add a firewall rule for the program.

Modify the firewall rule for this program to permit it to connect to the internet.

Use Parental Control to adjust account settings.

Why doesn’t Norton Internet Security notify me before letting programs access the Internet?

If Automatic Program Control is turned on, Norton Internet Security creates rules for programs that it recognizes and notifies you the first time that a recognized program accesses the Internet. You will not be notified of subsequent access attempts.

Why can’t I print to a shared printer or connect to a computer on my local network?

Norton Internet Security blocks the use of Microsoft networking to prevent someone from connecting to your computer over the Internet.

Page 60

Frequently asked questions

Troubleshoot security protection

To allow the use of your local network, including file and printer sharing, place the computers on your local network in the Trusted Zone.

Why can’t I connect to the Internet via my cable modem?

If your network accesses the Internet via a cable connection, you may need to make your computer’s NetBIOS name visible. While the NetBIOS name is visible, the files and folders on your computer remain hidden.

To make your NetBIOS name visible

1 In the main window, double-click Personal Firewall.

2 In the Personal Firewall window, on the Advanced

tab, click General.

3 In the General Rules dialog box, click Default

Inbound NetBIOS Name.

4 Click Modify.

5 In the Modify Rule dialog box, on the Action tab, click

Permit.

6 Click OK.

7 In the General Rules dialog box, click OK.

8 In the Personal Firewall window, click OK.

Some Internet service providers scan the ports on users’ computers to ensure that they are keeping to their service agreements. Intrusion Detection might interpret this as a malicious port scan and stop communications with your cable system. If this occurs, you need to let your cable provider run port scans.

To allow ISP port scans

1 In the main window, double-click Intrusion

Detection.

2 In the Intrusion Detection window, on the AutoBlock

tab, click Exclusions.

3 In the Exclusions dialog box, select the IP address

your ISP uses for port scans. Your ISP can provide this information.

Page 61

Frequently asked questions

Troubleshoot security protection

4 Click Exclude.

5 Click OK.

How can a Web site get my browser information?

The Browser Privacy settings prevent your browser from sending browser information. However, some diagnostic sites on the Internet might report browser information even though the Browser Privacy settings are blocking it.

If you are blocking Java, ActiveX, or scripts, the site might be using one of these methods to retrieve the information. Sometimes when Web servers do not get the information from the browser, they use the last piece of browser information that they received instead. You might see the information from the last person who viewed the site.

Privacy Control filters cookies by removing them from the responses your computer sends to Web sites. Some sites display information about your browser by using JavaScripts that run within the browser and do not communicate with the Web site. Since the JavaScript runs entirely locally, the Web site does not have access to that information.

Page 62

Frequently asked questions

Troubleshoot Norton AntiSpam

Check here for possible solutions to issues that might arise with Norton AntiSpam.

Why do I still receive spam?

Several factors make it difficult to completely eliminate spam. For example, different people will consider different classes of email messages to be unwelcome or intrusive. Some, for instance, do not want to receive anything they have not specifically requested. Others are glad to receive items regarding their interests or profession even if they have not specifically requested them.

Also, for every new method that is developed to control spam, there are numerous spammers trying to develop ways to circumvent it. This on-going contest of wills and skills is one reason Symantec maintains up-to-date spam definitions.

Finally, not all unwanted messages are unauthorized. Some companies require you to accept email messages in exchange for certain services. Many users do not understand that in doing so they are agreeing to, in effect, accept spam.

How will email messages from addresses on my Blocked list be handled?

Norton AntiSpam moves email messages from these addresses to the Norton AntiSpam folder and marks them in the subject line as spam.

What if I mistakenly put an address on the Blocked list?

The only result will be that you will not see any email messages from this address in your main list. But if you periodically review the contents of your spam folder, you will be able to retrieve any email messages from that address and then correct the entry in your list.

Page 63

Frequently asked questions

Troubleshoot Norton AntiSpam

Why did an email message someone sent me never arrive?

Some legitimate email messages may contain elements that are characteristic of spam messages. This may have caused Norton AntiSpam to incorrectly identify the message as spam. Depending upon the filters you have created in your email program, the message may be in your spam or trash folder.

To avoid losing email messages from this person, add them to your Allowed list.

Does Norton AntiSpam check for email-borne viruses?

Norton AntiSpam does not check for viruses. To scan incoming email messages for viruses, you must install Norton AntiVirus.

Why does so much spam include clusters of meaningless characters?

These and other unusual elements in spam are intended to confuse spam filters that look for keywords.

How do I keep my spam protection updated?

To some degree, Norton AntiSpam updates itself by learning from your outgoing email messages and other data. However, to receive up-to-date copies of Symantec spam definitions, you must subscribe to this service. You can then choose to have these definitions updated automatically.

Page 64

Frequently asked questions

Troubleshoot Norton AntiSpam

Why do I need a subscription to spam definitions?

Though the product is self-training, local spam definitions are developed only by the criteria you input and from the sample of email messages you process. Symantec spam definitions are developed from a much larger set of information and can prevent you from seeing many of the more common types of spam.

Page 65

Frequently asked questions

Troubleshoot Ad Blocking

Check here for possible solutions to issues that might arise with Ad Blocking.

Does Ad Blocking block all advertising on the current page?

Ads that are integrated with standard content—for instance text statements—will not be blocked.

Will Pop-up Window Blocking block all pop-ups or only pop-up ads?

Ad Blocking blocks all pop-ups that are started automatically during a Web page load. If a site uses popups for special alerts or additional information, you might want to disable Pop-up Window Blocking while viewing that site.

Are there security issues associated with advertisements?

While clicking on an ad should only display more information or direct you to another site, some advertisers will use ads to entice you into installing new functionality on your system. These may range from adding new menus to installing spyware. You should be especially wary of ads that invite you to install novelty cursors or other entertaining add-ons. These frequently include user agreements that require you to allow companies to track your browsing or to provide them with personal information, among other things. Such clauses are typically hidden deep in the text where many users will not bother to read them.

Page 66

Frequently asked questions

Troubleshoot LiveUpdate

Check here for possible solutions to issues that might arise with LiveUpdate.

What if I can’t use LiveUpdate?

When new updates become available, Symantec posts them on the Symantec Web site. If you can’t run LiveUpdate, you can obtain new updates from the Symantec Web site.

To obtain updates from the Symantec Web site

1 On the Internet, go to securityresponse.symantec.com

2 Follow the links to obtain the type of update that you

need.

What if I run LiveUpdate on an internal network?

If you run LiveUpdate on a computer that is connected to a network that is behind a company firewall, your network administrator might set up an internal LiveUpdate server on the network. LiveUpdate should find this location automatically.

If you have trouble connecting to an internal LiveUpdate server, contact your network administrator.

Why is Automatic LiveUpdate having problems connecting?

Automatic LiveUpdate does not recognize proxy settings that are configured in the Internet Options Control Panel. To ensure that your proxy settings are used by Automatic LiveUpdate, you must configure them in the Symantec LiveUpdate Control Panel.

Page 67

Service and support solutions

The Service & Support Web site at http://service.symantec.com supports Symantec products. Customer Service helps with nontechnical issues such as orders, upgrades, replacements, and rebates. Technical Support helps with technical issues such as installing, configuring, or troubleshooting Symantec products.

Methods of technical support and customer service can vary by region. For information on support offerings in your region, check the appropriate Web site listed in the sections that follow.

If you received this product when you purchased your computer, your computer manufacturer may be responsible for providing your support.

Customer service

The Service & Support Web site at http://service.symantec.com tells you how to:

1 Subscribe to Symantec newsletters.

1 Locate resellers and consultants in your area.

1 Update your product registration.

1 Find out about orders, returns, or a rebate status.

1 Access Customer Service FAQs.

1 Post a question to a Customer Service representative.

1 Obtain product information, literature, or trialware.

For upgrade orders, visit the Symantec Store at: http://www.symantecstore.com

Page 68

Service and support solutions

Technical support

Symantec offers two technical support options for help with installing, configuring, or troubleshooting Symantec products:

1 Online Service and Support

Connect to the Symantec Service & Support Web site at http://service.symantec.com, select your user type, and then select your product and version. You can access hot topics, Knowledge Base articles, tutorials, contact options, and more. You can also post a question to an online Technical Support representative.

1 PriorityCare telephone support

This fee-based (in most areas) telephone support is available to all registered customers. Find the phone number for your product at the Service & Support Web site. You’ll be led through the online options first, and then to the telephone contact options.

Support for old and discontinued versions

When Symantec announces that a product will no longer be marketed or sold, telephone support is discontinued 60 days later. Technical information may still be available through the Service & Support Web site at: http://service.symantec.com

Subscription policy

If your Symantec product includes virus, firewall, or Web content protection, you may be entitled to receive updates via LiveUpdate. Subscription length varies by Symantec product.

After your initial subscription ends, you must renew it before you can update your virus, firewall, or Web content protection. Without these updates, you will be vulnerable to attacks.

Page 69

Service and support solutions

Worldwide service and support

When you run LiveUpdate near the end of your subscription period, you are prompted to subscribe for a nominal charge. Simply follow the instructions on the screen.

Worldwide service and support

Technical support and customer service solutions vary by country. For Symantec and International Partner locations outside of the United States, contact one of the service and support offices listed below, or connect to http://service.symantec.com and select your region under Global Service and Support.

Page 70

Service and support solutions

Worldwide service and support

Service and support offices

North America

Symantec Corporation 555 International Way Springfield, OR 97477 U.S.A.

Australia and New Zealand

Symantec Australia Level 2, 1 Julius Avenue North Ryde, NSW 2113 Sydney Australia

Europe, Middle East, and Africa

Symantec Authorized Service Center Postbus 1029 3600 BA Maarssen The Netherlands

Latin America

Symantec Brasil Market Place Tower Av. Dr. Chucri Zaidan, 920 12° andar São Paulo - SP CEP: 04583-904 Brasil, SA

July 20, 2004

http://www.symantec.com/

http://www.symantec.com/region/reg_ap/ +61 (2) 8879-1000 Fax: +61 (2) 8879-1001

http://www.symantec.com/region/reg_eu/ +353 (1) 811 8032

Portuguese: http://www.service.symantec.com/br Spanish: http://www.service.symantec.com/mx Brazil: +55 (11) 5189-6300 Mexico: +52 55 5322 3681 (Mexico DF) 01 800 711 8443 (Interior)

Page 71

Index

activate

and register 15 software 15

activation

phone 34 problems 33

procedure 33 active content, troubleshooting 58 ActiveX controls 58 Ad Blocking, troubleshooting 65 Adobe Reader

installing 18

using to view PDF 18 Alert Assistant 22 Automatic LiveUpdate and proxy

settings 66

Auto-Protect

description 37

failure to load on startup 51

functions 23

turn off 37

turn on 37

blocking

browser information 61

cookies 58 Bloodhound technology,

description 24

booting, Auto-Protect, failure to

load 51

browser information 61

CD-ROM drive, starting from 46 checking for version number 49 Configuration Wizard

features 15

using 15 Cookie Blocking, troubleshooting 58 cookies 58 creating Emergency Disks 47 custom installation 14

disabling

security protection 35

Windows XP firewall 11 displaying the Norton AntiVirus

toolbar 30

downloading protection from

Symantec Web site 66

protection 23

supported clients 8 Emergency Disks

creating 47

Page 72

Index72

Emergency Disks (continued)

using 48

emergency recovery procedures 41

features

about 22 ad blocking 27 automatic update 26 Configuration Wizard 15 email filtering 25 main window 31 security protection 22 virus and threat protection 23

file extensions

about 43 unusual 52

firewall

and LiveUpdate 66 and network 66 troubleshooting 58 Windows XP 11

firewall rules

for FTP servers 57

for Web servers 56 folders and NetBIOS 60 FTP servers 57

Help

online 17

window and dialog box 18 Help & Support menu 31

infected files

cannot repair 53

reinfected 52 installing 12

components 14

instant messenger

supported programs 7, 8 virus protection 23

Internet

Knowledge Base articles 49 Symantec service and support

Web site 49

Symantec Web sites 19

Intrusion Detection 22

Java applets 58

LiveUpdate button, main window 31

main window

features 31 LiveUpdate button 31

NetBIOS, making name visible 60 Network Detector 22 networks

internal LiveUpdate server 66 troubleshooting 60 using LiveUpdate 66

Norton AntiSpam

ad blocking features 27 Allowed and Blocked lists 25 pop-up blocking features 27 spam blocking features 25 troubleshooting 62

Norton QuickScan 24

online

Help 17 Virus Encyclopedia 44

Page 73

Index 73

operating systems 5 Options button, main window 31

Parental Control 22 password protection 24

options 22

Personal Firewall

about 22

troubleshooting rules 58 phone activation 34 Pop-up Window Blocking

about 27

troubleshooting 65 ports, determining active HTTP 55 post-install tasks 15 Privacy Control 22 problems

activation 33

troubleshooting Ad Blocking 65

troubleshooting LiveUpdate 66

troubleshooting Norton

AntiSpam 62

troubleshooting security

protection 55

troubleshooting virus and threat

protection 51

proxy servers 55

registering your software 15 removing

other antivirus programs 11

previous copies of your Symantec

product 11 repairing viruses 23 required computer configuration 5 restarting

after installation 13 Windows in safe mode 51

safe mode 51 scanning before installation 12 security protection, turning off 35 Security Response Web page 19 security risks

about 42

finding 42 Service and Support 67 spam blocking, turning off 39 starting

Auto-Protect 23

Auto-Protect failure to load 51

Bloodhound technology 24

from the CD-ROM drive 46

spam blocking 39

virus protection 23

your Symantec product 29 Symantec Security Response 19 Symantec Web sites 19, 66

look up viruses 44 system requirements 5

Technical Support 19, 67 threats

expanded detection 23

how Norton AntiVirus detects 23 toolbar, displaying Norton AntiVirus

from 30

Trojan horses transmitted over a

network 52

troubleshooting

activation 33

ActiveX and Java 58

Ad Blocking 65

browser information 61

cable modem connections 60

Cookie Blocking 58

firewall rules 58

LiveUpdate 66

Page 74

Index74

troubleshooting (continued)

networks 60 Norton AntiSpam 62 printing 60 Web sites 58

uninstalling 50

other antivirus programs 11 previous copies of your Symantec

product 11 unknown viruses 24 updating

from Symantec Web site 66 protection 66

User’s Guide PDF

on CD 18 opening 18

version number, checking 49 virtual private network (VPN) 10 Virus Encyclopedia 19 virus protection updates 23 viruses

automatic protection 23 descriptions 23 looking up on the Symantec Web

site 44

unknown 24 viewing descriptions 44

VPN (virtual private network) 10

Windows 2000 system

requirements 6

Windows 98/98SE system

requirements 6 Windows Me system requirements 6 Windows XP system requirements 6 Wizard, Configuration 15

Web assistant 22 Web servers 56 Web sites 19, 49, 66 Windows

operating systems 5 safe mode 51 system tray icon 35, 38

Page 75

SYMANTEC SOFTWARE LICENSE AGREEMENT

Norton Internet Security

IMPORTANT: PLEASE READ THE TERMS AND CONDITIONS OF THIS LICENSE AGREEMENT CAREFULLY BEFORE USING THE SOFTWARE. SYMANTEC CORPORATION AND/OR ITS SUBSIDIARIES (“SYMANTEC”) IS WILLING TO LICENSE THE SOFTWARE TO YOU AS THE INDIVIDUAL, THE COMPANY, OR THE LEGAL ENTITY THAT WILL BE UTILIZING THE SOFTWARE (REFERENCED BELOW AS “YOU” OR “YOUR”) ONLY ON THE CONDITION THAT YOU ACCEPT ALL OF THE TERMS OF THIS LICENSE AGREEMENT. THIS IS A LEGAL AND ENFORCEABLE CONTRACT BETWEEN YOU AND SYMANTEC. BY OPENING THIS PACKAGE, BREAKING THE SEAL, CLICKING THE “ACCEPT” OR “YES” BUTTON OR OTHERWISE INDICATING ASSENT ELECTRONICALLY, OR LOADING THE SOFTWARE, YOU AGREE TO THE TERMS AND CONDITIONS OF THIS AGREEMENT. IF YOU DO NOT AGREE TO THESE TERMS AND CONDITIONS, CLICK THE “I DO NOT ACCEPT” OR “NO” BUTTON OR OTHERWISE INDICATE REFUSAL, MAKE NO FURTHER USE OF THE SOFTWARE, AND CONTACT SYMANTEC CUSTOMER SERVICE FOR INFORMATION ON HOW TO OBTAIN A REFUND OF THE MONEY YOU PAID FOR THE SOFTWARE (LESS SHIPPING, HANDLING, AND ANY APPLICABLE TAXES EXCEPT IN CERTAIN STATES AND COUNTRIES WHERE SHIPPING, HANDLING, AND TAXES ARE REFUNDABLE) AT ANY TIME DURING THE SIXTY (60) DAY PERIOD FOLLOWING THE DATE OF PURCHASE.

1. License:

The software and documentation that accompanies this license (collectively the “Software”) is the property of Symantec, or its licensors, and is protected by copyright law. While Symantec continues to own the Software, You will have certain rights to use the Software after Your acceptance of this license. This license governs any releases, revisions, or enhancements to the Software that Symantec may furnish to You. Except as may be modified by a Symantec license certificate, license coupon, or license key (each a “License Module”) that accompanies, precedes, or follows this license, Your rights and obligations with respect to the use of this Software are as follows.

You may:

A. use one copy of the Software on a single computer. If a License Module accompanies, precedes, or follows this license, You may make the number of copies of the Software licensed to You by Symantec as provided in Your License Module. Your License Module shall constitute proof of Your right to make such copies; B. make one copy of the Software for archival purposes, or copy the Software onto the hard

disk of Your computer and retain the original for archival purposes;

C. use the Software on a network, provided that You have a licensed copy of the Software for each computer that can access the Software over that network;

D. after written notice to Symantec, transfer the Software on a permanent basis to another person or entity, provided that You retain no copies of the Software and the transferee agrees to the terms of this license; and

E. use the Software in accordance with any additional permitted uses set forth below.

You may not:

A. copy the printed documentation that accompanies the Software;

B. sublicense, rent, or lease any portion of the Software; reverse engineer, decompile, disassemble, modify, translate, make any attempt to discover the source code of the Software, or create derivative works from the Software;

C. use the Software as part of a facility management, timesharing, service provider, or service bureau arrangement;

D. use a previous version or copy of the Software after You have received and installed a disk replacement set or an upgraded version. Upon upgrading the Software, all copies of the prior version must be destroyed; E. use a later version of the Software than is provided herewith unless You have purchased upgrade insurance or have otherwise separately acquired the right to use such later version; F. use, if You received the software distributed on media containing multiple Symantec products, any Symantec software on the media for which You have not received a permission in a License Module; G. use the Software in any manner not authorized by this license; nor H. use the Software in any manner that contradicts any additional restrictions set forth below.

2. Content Updates:

Certain Software utilize content that is updated from time to time (including but not limited to the following Software: antivirus software utilize updated virus definitions; content filtering software utilize updated URL lists; some firewall software utilize updated firewall rules; and vulnerability assessment products utilize updated vulnerability data; these updates are collectively referred to as “Content Updates”). You shall have the right to obtain Content Updates for any period for which You have purchased maintenance, except for those Content Updates that Symantec elects to make available by separate paid subscription, or for any period for which You have otherwise separately acquired the right to obtain Content

™

Page 76

Updates. Symantec reserves the right to designate specified Content Updates as requiring purchase of a separate subscription at any time and without notice to You; provided, however, that if You purchase maintenance hereunder that includes particular Content Updates on the date of purchase, You will not have to pay an additional fee to continue receiving such Content Updates through the term of such maintenance even if Symantec designates such Content Updates as requiring separate purchase. This License does not otherwise permit the licensee to obtain and use Content Updates.

3. Product Installation and Required Activation:

There are technological measures in this Software that are designed to prevent unlicensed or illegal use of the Software. You agree that Symantec may use these measures to protect Symantec against software piracy. This Software may contain enforcement technology that limits the ability to install and uninstall the Software on a computer to not more than a finite number of times for a finite number of computers. This License and the Software containing enforcement technology require activation as further set forth in the documentation. The Software will only operate for a finite period of time prior to Software activation by You. During activation, You will provide Your unique product key accompanying the Software and computer configuration in the form of an alphanumeric code over the Internet to verify the authenticity of the Software. If You do not complete the activation within the finite period of time set forth in the documentation, or as prompted by the Software, the Software will cease to function until activation is complete, which will restore Software functionality. In the event that You are not able to activate the Software over the Internet, or through any other method specified during the activation process, You may contact Symantec Customer Support using the information provided by Symantec during activation, or as may be set forth in the documentation.

4. Sixty (60) Day Money Back Guarantee:

If You are the original licensee of this copy of the Software and are not completely satisfied with it for any reason, please contact Symantec Customer Service for a refund of the money You paid for the Software (less shipping, handling, and any applicable taxes except in certain states and countries where shipping, handling and taxes are refundable) at any time during the sixty (60) day period following the date of purchase.

5. Limited Warranty:

Symantec warrants that the media on which the Software is distributed will be free from defects for a period of sixty (60) days from the date of delivery of the Software to You. Your sole remedy in the event of a breach of this warranty

will be that Symantec will, at its option, replace any defective media returned to Symantec within the warranty period or refund the money You paid for the Software. Symantec does not warrant that the Software will meet Your requirements or that operation of the Software will be uninterrupted or that the Software will be error-free.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE ABOVE WARRANTY IS EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, WHETHER EXPRESS OR IMPLIED, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NONINFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS. THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS. YOU MAY HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE AND COUNTRY TO COUNTRY.

6. Disclaimer of Damages:

SOME STATES AND COUNTRIES, INCLUDING MEMBER COUNTRIES OF THE EUROPEAN ECONOMIC AREA, DO NOT ALLOW THE LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE BELOW LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW AND REGARDLESS OF WHETHER ANY REMEDY SET FORTH HEREIN FAILS OF ITS ESSENTIAL PURPOSE, IN NO EVENT WILL SYMANTEC OR ITS LICENSORS BE LIABLE TO YOU FOR ANY SPECIAL, CONSEQUENTIAL, INDIRECT, OR SIMILAR DAMAGES, INCLUDING ANY LOST PROFITS OR LOST DATA ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE EVEN IF SYMANTEC HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO CASE SHALL SYMANTEC’S OR ITS LICENSORS’ LIABILITY EXCEED THE PURCHASE PRICE FOR THE SOFTWARE. The disclaimers and limitations set forth above will apply regardless of whether You accept the Software.

7. U.S. Government Restricted Rights:

RESTRICTED RIGHTS LEGEND. All Symantec products and documentation are commercial in nature. The software and software documentation are “Commercial Items,” as that term is defined in 48 C.F.R. section 2.101, consisting of “Commercial Computer Software” and “Commercial Computer Software Documentation,” as such terms are defined in 48 C.F.R. section 252.227-7014(a)(5) and 48 C.F.R. section 252.227-7014(a)(1), and used in 48 C.F.R. section 12.212 and 48 C.F.R. section

227.7202, as applicable. Consistent with 48 C.F.R. section 12.212, 48 C.F.R. section

252.227-7015, 48 C.F.R. section 227.7202 through 227.7202-4, 48 C.F.R. section 52.22714, and other relevant sections of the Code of Federal Regulations, as applicable, Symantec's computer software and computer software documentation are licensed to United States

Page 77

Government end users with only those rights as granted to all other end users, according to the terms and conditions contained in this license agreement. Manufacturer is Symantec Corporation, 20330 Stevens Creek Blvd., Cupertino, CA 95014.

8. Export Regulation:

Certain Symantec products are subject to export controls by the U.S. Department of Commerce (DOC), under the Export Administration Regulations (EAR) (see www.bxa.doc.gov). Violation of U.S. law is strictly prohibited. You agree to comply with the requirements of the EAR and all applicable international, national, state, regional and local laws, and regulations, including any applicable import and use restrictions. Symantec products are currently prohibited for export or re-export to Cuba, North Korea, Iran, Iraq, Libya, Syria and Sudan or to any country subject to applicable trade sanctions. You agree not to export, or re-export, directly or indirectly, any product to any country outlined in the EAR, nor to any person or entity on the DOC Denied Persons, Entities and Unverified Lists, the U.S. Department of State’s Debarred List, or on the U.S. Department of Treasury's lists of Specially Designated Nationals, Specially Designated Narcotics Traffickers, or Specially Designated Terrorists. Furthermore, You agree not to export, or re-export, Symantec products to any military entity not approved under the EAR, or to any other entity for any military purpose, nor will You sell any Symantec product for use in connection with chemical, biological, or nuclear weapons or missiles capable of delivering such weapons.

9. General:

If You are located in North America or Latin America, this Agreement will be governed by the laws of the State of California, United States of America. Otherwise, this Agreement will be governed by the laws of England and Wales. This Agreement and any related License Module is the entire agreement between You and Symantec relating to the Software and: (i) supersedes all prior or contemporaneous oral or written communications, proposals, and representations with respect to its subject matter; and (ii) prevails over any conflicting or additional terms of any quote, order, acknowledgment, or similar communications between the parties. This Agreement shall terminate upon Your breach of any term contained herein and You shall cease use of and destroy all copies of the Software. The disclaimers of warranties and damages and limitations on liability shall survive termination. Software and documentation is delivered Ex Works California, U.S.A. or Dublin, Ireland respectively (ICC INCOTERMS 2000). This Agreement may only be modified by a License Module that accompanies this license or by a written document that has been signed by both You and Symantec. Should You have any questions concerning this Agreement, or if You desire to contact Symantec for any reason, please write to: (i) Symantec Customer Service, 555 International Way, Springfield, OR 97477,

U.S.A., (ii) Symantec Authorized Service Center, Postbus 1029, 3600 BA Maarssen, The Netherlands, or (iii) Symantec Customer Service, 1 Julius Ave, North Ryde, NSW 2113, Australia.

10. Additional Uses and Restrictions:

A. In the event this Software contains the Norton Security Center component, any disclaimer of damages herein shall apply to such component.