Step 1 = Check the manual
First, we suggest you to read the product manual. You may find all product manuals from here.
Step 2 = Check information from the web
If you did not find a solution to your problem from the manual, please check the Support Issues from F-Secure Support Web.
Step 3 = Reinstall the product
If you cannot find help from there either, please try if the reinstallation of the product helps. Quite often reinstalling the product solves the problem.
Please see F-Secure product removal information.
Step 4 = Contact us
Option 1 = Internet Service Provider (ISP) customer?
If you have subscribed the service from your Internet Service Provider, contact the Helpdesk of your Internet Service Provider for technical assistance. For detailed information, please check the list of Internet Service Providers providing F-Secure's Home/Small Office Solutions.
Option 2 = Bought from F-Secure partner?
If you have bought your licenses from F-Secure partner or reseller, contact the Helpdesk of the partner for technical assistance. For detailed information, please check the list of F-Secure partners.
Option 3 = Was the software already preinstalled in your computer?
If the F-Secure product was preinstalled in your computer, or you received a CD with the software with your computer, please contact the Helpdesk of the company where you bought your computer.
Option 4 = Using F-Secure SSH Product?
If you are using F-Secure SSH product, please read this first.
Option 5 = Did you buy the product from the F-Secure eStore?
Option 6 = Contact F-Secure Technical Support?
You may contact us also by using the Web submit form. Please enter a detailed description of your problem and follow the given instructions and checklist to include all needed information regarding your F-Secure product (you might have to collect different details for each product).
You may attach the FSDIAG.TAR.GZ file to the service request. See Step 5 for instructions on how to create the file.
Step 5 = Send an FSDIAG report to F-Secure support
The FSDIAG report, which is generated by the F-Secure Diagnostics Tool, contains vital information from your system. The information is needed by our support engineers so that they can solve your problem.
The report contains information about F-Secure products, as well as operating system logs and system settings. The collected data is essential for problem solving and troubleshooting. In some cases this information might be considered confidential. Please note that the data collected will only be stored locally.
There are two alternative ways to create the FSDIAG file. The recommended and easiest way is to follow the instructions provided in the support issue How can I make and send an FSDIAG.
Or you can adhere to the following instructions on how to create the FSDIAG.TAR.GZ file. Please note that in this example the product has been installed to directory C:\Program Files\F-Secure\. If you have installed your F-Secure products to a different directory, replace the path with the directory that you have used.
Please note also that the name of the resulting FSDIAG.TAR.GZ file can also be FSDIAG.TAR. This depends on the settings of your operating system.
- Select My Computer | C-drive | Program Files | F-Secure | common.
- Run the FSDIAG file (might be visible as FSDIAG.EXE) by double-clicking it. A command prompt window may be displayed. If it is displayed, press Enter to continue (or any other key to quit). Allow a few minutes for the program to finish. The FSDIAG.TAR.GZ file can be found on your Desktop.
- Attach the file to the service request using the Web submit form. You may send it to us also as an email attachment.
- Wait for our reply.
You may download the FSDIAG tool also from our FTP Server.
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