MULTI-DEVICE SECURITY FAQS. INDEX p. 1-5 General FAQs p. 6 PC FAQs p.7 Mac and ios FAQs p.8 Android FAQs

Transcription

1 MULTI-DEVICE SECURITY FAQS INDEX p. 1-5 General FAQs p. 6 PC FAQs p.7 Mac and ios FAQs p.8 Android FAQs

2 General FAQs Q: What is Multi-Device Security? A: Computer Security was recently upgraded to our new service, Multi-Device Security. Multi-Device Security allows you to protect up to 10 devices including PC, Mac, Android and ios devices from online threats such as malware, viruses, and web sites trying to steal your personal information. Q: I already have Multi-Device Security on one or more of my devices. Where can I go to download Multi-Device Security on another device? A: Click here in order to add Multi-device Security to another device. You will need the username and password you used to login when you set up your Multi-Device Security account. Once logged in, 1. Click the "Add Device" button underneath your username. 2. Choose "Install on this Device" if you want to activate Multi-Device Security on the device you are currently on. 3. If you want to install on another device, click the "Install on Another Device" button. Note: If you do not have your username for Multi-Device Security, please call If you have forgotten your password, click "Forgot your password?" link on the Login Screen. Q: I ordered Multi-Device Security and I would like to download it for the first time. Where do I go? A: Click here in order to download Multi-Device Security for the first time. You will need the username and temporary password sent to you via when you first ordered the product. If you did not receive a Welcome , call our Support Team at Q: How do I install Multi-Device Security on my devices? A: Click here to log in to you Multi-Device Security account. Once logged in, 1. Click the "Add Device" button underneath your username. 2. Choose "Install on this Device" if you want to activate Multi-Device Security on the device you are currently on. 3. If you want to install on another device, click the "Install on Another Device" button. Note: If you do not have your username for Multi-Device Security, please call If you have forgotten your password, click "Forgot your password?" link on the Login Screen. Page 1 of 8

3 Q: What are the minimum system requirements for Multi-Device Security? A: PC: Supported Platforms Windows 10* Windows 8.1 and 8* Windows 7 (all editions) Windows Vista (Service Pack 2 or newer) *ARM based processors are not supported Systems Requirements Processor: Intel Pentium 4 or higher Memory requirements: 1 GB or more Disk space: 1.2 GB free disk space Internet (LAN or Wi-Fi) connection to validate your subscription and receive updates Note: The system must fulfill Windows minimum requirements as specified by Microsoft. Mac: Supported platforms OS X (El Capitan) OS X (Yosemite) OS X 10.9 (Mavericks) OS X 10.8 (Mountain Lion) Systems requirements Processor: Intel Memory requirements: 1 GB or more Disk space: 250 MB free disk space Internet (LAN or Wi-Fi) connection to validate your subscription and receive updates Android/iOS: Supported Platforms Android 4.0 or later ios 6 or later Page 2 of 8

4 Q: Multi-Device Security shows that the virus definitions are out of date. What can I do? A: Usually, you do not have to do anything. Multi-Device Security updates itself automatically when your computer or mobile device is connected to the Internet. However, if the virus definitions are not automatically updated, you can do the following: PC/Mac: 1. Go to Multi-Device Security main user interface 2. Select "tools" tab. 3. Select "Check for updates". 4. You can verify the last update check by going back to the "Status" tab. Android: Multi-Device Security is fully cloud enabled meaning there is no need to update the virus database on your device. The up-to-date virus database is stored in the cloud. In case you still want to check the latest service status and updates: 1. Go to Multi-Device Security main user interface 2. Tap the side menu icon (top left on the screen with three lines). 3. Select "More" and "Updates". 4. Under "Updates" tap on "Update now". Note: Make sure that the time and date of your device is correct. If they are not, updates may not install. Q: What are some of the features of Multi-Device Security filtering? A: Multi-Device Security provides many features for filtering in Outlook, Outlook Express, and Windows Mail. You have the option to mark spam messages with SPAM in the subject field. Also, when spam filtering is enabled, rules are automatically created in Outlook, Outlook Express, and Windows Mail. If you use another application, you have to create the filtering rules manually. Q: How do I manage my licenses? OR How many licenses do I have left/ have I used? A: You can view the total number of Multi-Device Security licenses within the user portal. Simply login the portal here to view the number of user licenses available to you. You may switch protected devices easily by removing the unnecessary devices and installing Multi-Device Security on your preferred devices. Note: You may extend your license quota by contacting Frontier Secure at Q: Where do I view my subscription status? A: All Multi-Device Security subscription related information is available on the user portal. You can access the portal by logging in here. Within the user portal, you can view the number of used licenses and the number of free licenses. Q: How can I reset my Multi-Device Security password? A: You can reset your password by accessing the Multi-Device Security user portal login screen by clicking here and following these steps. 1. Click on "Forgot your password" link. 2. Enter your address and click Send button. 3. An will be sent to your with a reset password link. 4. Enter new password and click on Reset Password. 5. Use the new password when you log into Web Portal. Page 3 of 8

5 Q: How can I change my address in Multi-Device Security? A: Please call our Technical Support team at in order to change your address in Multi-Device Security. Q: How can I buy more licenses for Multi-Device Security? A: You may extend your license quota by contacting our Technical Support team at Q: How do I view my account information for Multi-Device Security? A: All Multi-Device Security related information is available on the user portal. You can access the portal by logging in here. On the main screen of the user portal, select "Account details". This will show the information you entered upon registration and the choices you have made in terms of the service notifications and ers. Q: Where do I see my orders and payments for Multi-Device Security? A: Please call our Technical Support team at in order to receive information regarding your orders and payments. Q: How much does Multi-Device Security cost? A: Multi-Device Security is $5.99/month, unless bundled with other services. If you have any questions related to pricing for Multi-Device Security, please call our Technical Support team at Q: What is Multi-Device Security Safe Browsing? A: Multi-Device Security Safe Browsing is a security-enhanced search engine. It provides website safety ratings while you are searching online, helping you keep both your personal details and your devices protected from online threats. When Multi-Device Security Safe Browsing is enabled, it checks for known harmful sites, such as phishing sites that try to steal your personal information and sites that spread malware. Each search result link is clearly marked with a safety rating, letting you know which sites are safe to visit and which to avoid. Multi-Device Security Safe Browsing also automatically filters out explicit and adult images, making it a more suitable search engine to be used by children. Page 4 of 8

6 Q: How do I share Multi-Device Security with a family member/friend? A: Multi-Device Security sharing is easy. There are two options. 1. Add a new device: To add a new device under your account: 1. Login into the user portal here. 2. Click the "Add Device" button underneath your username. 3. Choose "Install on this Device" if you want to activate Multi-Device Security on the device you are currently on. 4. If you want to install on another device, click the "Install on Another Device" button. Note: This process works best for devices you can personally manage or have access to within your household such as your children s tablets or your spouse s devices. 2. Add a new user: To invite a new user, login to your Multi-Device Security account. 1. On the home screen, select "Add User". 2. Insert the details necessary to invite the new user (either by or SMS) 3. The new user is automatically added as a new user circle within your My Multi-Device Security portal. 4. After sending the invitation, the new user receives either an or SMS message with instructions about how to install Multi-Device Security on their device. The new user also receives personal credentials for accessing their own services. Note: This process is best for your loved ones, friends, co-workers, etc. that need internet security but you would like them to manage which devices they choose to protect. Q: How do I remove a user from my Multi-Device Security account/portal? A: To remove a user, 1. Click on the icon of the user you wish to remove and then click again on the bubble of the user. 2. You will then see a link to remove the user. Click on the remove person link. Note: If you are the Admin of the Multi-Device Security account, you can remove any user except yourself. If you are not the Admin of the account, you can only remove/add your devices. You cannot remove other users. Page 5 of 8

7 PC FAQs Q: If I already have antivirus software installed on my PC, do I need to remove it before I begin to install Multi-Device Security? A: Yes. You cannot have two antivirus or multi-purpose security products from different companies installed on your computer. Multi-Device Security will automatically detect and remove the most common antivirus and security products during the installation process. You can also manually remove any other antivirus or security products before installing Multi-Device Security, if you prefer. Q: How does the Browsing protection in Multi-Device Security work on my PC? A: Browsing protection is a reputation service, which treats the Internet pages as either safe or unsafe. Unsafe sites are typically identified as phishing and malware sites. The web page reputations are checked seamlessly while you browse the Internet. Access to safe sites happens normally without any interruptions while access to unsafe sites is automatically blocked. You can modify Browsing protection settings by clicking the icon on the Multi-Device Security main user interface. Profiles displayed are specific to the Windows accounts currently set up on your PC. You can modify the profiles by selecting which user's profile you want to modify, and then select "Settings". Each account can have different settings. For example, you can enable Content Filtering for your children to prevent their access to unsuitable web content. Q: How do I uninstall Multi-Device Security from my PC device? A: For Operating Systems up to Windows 10: 1. Go into Control Panel and select Add/ remove Programs. 2. Select Multi-Device Security from the list and then click "uninstall". For Windows 10: 1. Open Settings, select Apps & Features. 2. Search for Multi-Device Security and then click "uninstall". Q: How do I set up Multi-Device Security Parental Controls on my PC? 1. Open the Multi-device Security application and then click "Browsing Protection". 2. Click on the user you wish to adjust and then click "Settings". Note: If you do not see the user you wish to edit, you can create a new user by clicking "Create New User" button on the left hand menu. a. In order to filter the content that can be viewed by the user, click "Content Filtering" on the left hand menu and click the top right corner toggle, so that it shows green, to adjust the content you wish to be blocked. b. To turn on Browsing Protection, click "Browsing Protection" on the left hand menu and click the top right corner toggle so that it shows green. c. To set up browsing time limits for a user, click on "Browsing Time Limits" on the left hand menu and click the top right corner toggle so that it shows green. You will then be able to adjust the date, time or number of hours the user can browse. Note: Parental Controls can be different for each user. Page 6 of 8

8 Mac and ios FAQs Q: If I already have antivirus software installed on my Mac, do I need to remove it before I begin to install Multi-Device Security? A: Yes. You will need to manually remove any antivirus software you currently have running on your Mac. To do so, 1. Open a Finder window 2. Navigate to Apps 3. Drag the antivirus security app to your trash bin to uninstall the software. If this process does not work to uninstall the antivirus software, go to Spotlight in the top right corner of your Mac and type remove <name of program> Replace <name of program> with the name of the Anti-virus software you are currently running and then follow the prompts. Note: You may need to authenticate as an administrative user during the uninstallation process. Q: If I already have antivirus software installed on my ios device, do I need to remove it before I begin to install Multi-Device Security? A: Yes. It is recommended to remove other antivirus products before installing Multi-Device Security. You can manually remove any other antivirus or security products through device settings or the App store. Q: How does the Browsing protection in Multi-Device Security work on my Mac? A: If a web page you are about to visit is knowingly harmful and your browsing protection is turned on, Multi-Device Security will alert you of this harmful site and advise you not to visit it. Q: How does the Browsing protection in Multi-Device Security work on my ios devices? A: Browsing protection is a reputation service, which treats the Internet pages as either safe or unsafe. Unsafe sites are typically identified as phishing and malware sites. The web page reputations are checked seamlessly while you browse the Internet. Access to safe sites happens normally without any interruptions while access to unsafe sites is automatically blocked. On ios devices, you can also restrict the access to unsuitable web content under Parental Control settings. Q: How do I uninstall Multi-Device Security from my Mac device? A: Open the Applications folder in Finder. Within the Multi-Device Security folder, there is an application called uninstall. Run this, authenticating as an administrative user when necessary. Q: How do I set up Multi-Device Security Parental Controls on my ios device? A: 1. Open the Multi-Device Security App and select the menu in the top left corner. 2. Tap Parental control listed near the bottom of the menu. 3. If parental controls are off, turn on parental controls by moving the toggle to the right. 4. Select the controls or features you want to limit. You have the option to adjust browsing content or time limits. Note: For browsing content, you ll see the list of categories. A tick in the box means this content IS allowed to be seen. Content which IS blocked will mean the user sees a warning. Page 7 of 8

9 Android FAQs Q: If I already have antivirus software installed on my Android device, do I need to remove it before I begin to install Multi-Device Security? A: Yes. It is recommended to remove other antivirus products before installing Multi-Device Security. You can manually remove any other antivirus or security products through device settings or Google Play. More detailed instructions are provided under "How do I uninstall Multi-Device Security from my Android device?" Q: How does the Browsing protection in Multi-Device Security work on my Android devices? A: Browsing protection is a reputation service, which treats the Internet pages as either safe or unsafe. Unsafe sites are typically identified as phishing and malware sites. The web page reputations are checked seamlessly while you browse the Internet. Access to safe sites happens normally without any interruptions while access to unsafe sites is automatically blocked. On Android devices, you can also restrict the access to unsuitable web content under Parental Control settings. Q: How do I uninstall Multi-Device Security from my Android device? A: Click on the Multi-Device Security app. Select more from the menu and then click uninstall. Q: How do I set up Finder features on my Android phone or tablet? A: Finder is the new name for the Multi-Device Security Anti-theft feature. Locate, Alarm and Wipe features are automatically enabled upon installation. Login to the user portal to locate your device on a map or play a loud alarm. In case your device is lost or stolen, you may want to lock it to prevent unauthorized access to your device and data. If your device is unrecoverable, you may consider wiping all your personal information with the Wipe command. Remote locking of the device is configured separately. All Finder remote commands can be executed through the user portal. Q: How do I set up Multi-Device Security Parental Controls on my Android device? A: 1. Click on the Multi-Device Security app. 2. Enter your Security Code, if prompted. Note: Security Code prohibits your child from making adjustments to their Parental Control settings. 3. Select "Parental Controls" from the menu. a. Turn Parental Controls on from the top right corner by sliding the toggle. b. To limit time usage, slide toggle next to "Time Limits" and set daily limits. c. To limit content, select "Web Content" and select the categories which should be permitted. d. For Apps, select "Apps" and select the permitted apps. Page 8 of 8