How to Contact Technical Support
In case of a problem, please do the following before contacting F-Secure technical support.
Step 1: Check the Online Help
The F-Secure Internet Security Online Help lets you search by topic for
answers to many problems you may encounter about the software.
You can also access the Online Help by clicking the Help button in the
product, or from the installation CD. For more information see, How
to Access the Online Help.
Step 2: Check the Tutorials
The
F-Secure Internet Security Tutorials provide demontrations and answers to many essential questions about using the
software.
You can learn about product features and functions and safely practice
how to use them. You can also find step-by-step instructions and demos
on topics from installation to virus detection and disinfection.
Step 3: Check the Product Support Pages
The F-Secure Product Support pages
offer information and solutions to common issues and
frequently asked questions (FAQ's) about the software.
Step 4: Reinstall the Product
If you have carefully checked all of the above steps but have not yet
managed to solve the problem, please try uninstalling and then
reinstalling the product. Quite often reinstalling the product solves
the problem.
For instructions on how to reinstall the product, see How to unistall the product
and then, How to install the product.
Who to Contact
If you have subscribed the service from an Internet Service Provider (ISP)
Please contact the Help Desk of your Internet Service Provider for technical assistance. For detailed information, check the list of F-Secure ISP References.
If you have bought your product from a partner or reseller of F-Secure
Please contact the Help Desk of the partner for technical assistance. For detailed information, check the list of F-Secure Partners.
If the software was pre-installed on your computer
If the F-Secure product was pre-installed in your computer, or you received a CD with the software when you bought your computer, please contact the Help Desk of the company where you bought your computer.
If you are using the SSH product
Please see How to
Contact SSH Support.
If you have bought the product on the F-Secure eStore
Please see F-Secure
eStore Customer Support.
Submit a Support Request to F-Secure
If you have taken the above steps and still could not solve the problem, please submit a support request to F-Secure.
To call a support professional at F-Secure see, Technical Support Phone Numbers.
Submit an FSDIAG
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.
Important! After submitting a support request, you will get an email reply from F-Secure containing
your support request's Ticket-ID. Please save this as you will need it for reference.
You may download the FSDIAG tool also from our FTP Server.
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