1. What is the Activation Code and where can I find it?

The Activation Code is a combination of numbers and letters for registering as a Marks and Spencer Antivirus user. It allows you to access the services included with our products. If you do not register, you will not be able to benefit from these services.

Once you have correctly registered the product, you will soon receive by email your client number, user name and password for accessing the Marks and Spencer Antivirus services.

If you register online, you must enter the Service Activation Code without any blank spaces and respecting lowercase and uppercase letters.

Where is the Activation Code?

The activation code can be found on a sticker placed inside the box that the product came in.

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2. How do I install Marks and Spencer Antivirus from the CD-ROM?

Marks and Spencer Antivirus very easy to install thanks to the installation wizard which will guide you through the process step by step.

1. Before installing the antivirus, check your computer meets the minimum installation requirements.
2. If you have downloaded Marks and Spencer Antivirus from the Internet, run the downloaded file. If are installing from a CD-ROM, insert it in the CD drive.
3. When the CD-ROM is run, the wizard, which will guide you through installation, will automatically run. If this option is disabled, go to Windows Explorer, select the CD-ROM drive and run the file SETUP.EXE.
4. If you are installing from a CD-ROM with the autorun file, click the arrow at the end of the autorun presentation and the installation process will start.
5. Select the language in which you want to install the antivirus.
6. A warning message will appear advising you to close any programs that are open, mainly e-mail programs, such as Microsoft Outlook.

7. It is not recommendable to have two antivirus products installed on the same computer. Therefore, if another antivirus product is already installed, a message will appear informing you that you must uninstall it before installing Marks and Spencer Antivirus.

   Marks and Spencer Antivirus will request confirmation to uinstall this other antivirus program. After clicking OK, it will automatically uninstall.

   If you have an earlier version of a Marks and Spencer antivirus product installed, it is necessary to uninstall it before continuing installing Marks and Spencer Antivirus.

   When the message A previous installation of Marks and Spencer Antivirus has been detected. Before installing the new version you must uninstall the current version appears, click Yes.

   If you select Yes, it will be uninstalled automatically. Otherwise, the installation process will end.

8. Next, the Marks and Spencer Antivirus welcoming screen will appear.
9. Then, the next screen will display the program components. It is necessary to select Next to continue with the installation.

10. The license agreement is displayed. Click Yes to continue with the installation process.

    If you don't accept the license agreement, the installation process will be aborted.

11. Next, the destination location where setup will install files is indicated. Click Next to continue.

    To install to a different folder, click Browse... and select a different folder.

12. After clicking OK, a memory scan will be done automatically.
13. Once the scan is finished, click OK so that the installation files are copied to the hard disk.
14. Once the installation is completed, you will be able to register the product. This step is only necessary is the program has not been registered previously.
15. Next, you will be prompted to confirm that information can be sent to Panda for statistical purposes.
16. Finally, you will be prompted to confirm the activation of the product. This step is only necessary is the program has not been activeated previously.

Once the installation process is completed, a screen will be displayed offering to open the application and end the wizard.

After installing Marks and Spencer Antivirus, the automatic protection will be automatically enabled.

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3. How do I configure the anti-spyware protection in Marks and Spencer Antivirus?

The Marks and Spencer Antivirus anti-spyware protection safeguards the computer against programs that are installed without the user's permission, or by tricking the user into installing them and then run in the background, sending out confidential user data or displaying advertisements on the PC.

Marks and Spencer Antivirus allows you to enable the protection against spyware in email and on disk (attempts to install spyware on the hard disk) or both at the same time.

How to enable and/or configure the anti-spyware protection

1. Open Marks and Spencer Antivirus. To do this, follow these steps:

   • Click the Windows Start button.
   • Then select Programs.
   • Click Marks and Spencer Antivirus.
   • Finally, select Marks and Spencer Antivirus.
2. Select the Automatic protection settings option.
3. Click Antivirus protection.
4. Then click Configure detection of spyware and check the Enable detection of spyware checkbox is enabled.

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4. How do I configure the anti-dialers protection in Marks and Spencer Antivirus?

Dialers try to disconnect the active phone connection (the one you use to connect to the Internet) and establish a connection to a premium-rate number.

This type of program could cause problems (significantly increasing your telephone bill). This is why it is very important to be protected against them by keeping the anti-dialer protection enabled all the time.

How to enable and/or configure the anti-dialer protection

1. Open Marks and Spencer Antivirus. To do this, follow these steps:

   • Click the Windows Start button.
   • Then select Programs.
   • Select Marks and Spencer Antivirus.
   • Click Marks and Spencer Antivirus.
2. Click Settings in the main Marks and Spencer Antivirus window.
3. Select the Automatic protection settings option.
4. Click Antivirus protection.

5. Then click Protection against fraud and check the Detect dialers on disk checkbox is enabled.

   If you use a dialup modem to connect to the Internet, it is advisable to specify the number you dial to establish the connection. To do this:

   1. Check the Detect dialing of unauthorized numbers checkbox.
   2. Then click Configure list of authorized numbers.

   3. Specify the number or numbers that can be dialed.

      By doing this, Marks and Spencer Antivirus will prevent calls to any numbers that you have not authorized without your permission.

Once you have finished defining these settings, your antivirus will protect you against dialers being installed on your computer.

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5. How do I make Marks and Spencer Antivirus update automatically?

Every day new viruses appear that threaten the security of your computer. As a result, you should not only install a good antivirus on your computer but also keep it constantly updated.

For Marks and Spencer Antivirus to update automatically (without user intervention) when you surf the Internet, check your e-mail, download files, etc., follow the steps below:

How to configure the automatic updates

1. Check that the Internet Explorer settings do not interfere with the process. To do this:

   • Open the browser, click Tools and select Internet Options.
   • Click the Security tab and click the Custom Level... button under Internet.
   • In User Authentication, Logon, check that the Automatic logon only in Intranet zone or Prompt for user name and password checkbox is enabled.

2. Open the program Marks and Spencer Antivirus, following these steps:

   • Click Start.
   • Select Programs.
   • Choose Marks and Spencer Antivirus.
   • Select Marks and Spencer Antivirus.
3. In the Status section, open the Updates and subscription option.
4. Click Updates Settings.

5. Make sure that the Enable automatic updates option is checked in the Automatic updates section.

   This option is automatically enabled by default. The option Notify me when updating automatically is also checked by default to inform you each time the program updates.

6. In the User name and password section, type the user name and password assigned by Panda when you registered your product. Be careful when typing this information because it is case sensitive.

7. Once the data has been entered, the update will be performed automatically from Panda's website.

8. If you connect to the Internet through a proxy server, you need to access the Advanced settings section. Then, click Internet access settings and check the option Connect to the Internet via proxy server and follow the steps below to configure access:

   • Type the IP address and port of your proxy server in the Address section. If you don't know this information, your network administrator will give it to you.

   • If your proxy server requires authentication, you need to enter the corresponding user name and password in the Password tab.

     These user name and password are not the ones provided by Marks and Spencer to access the updates. If you don't know this information, your network administrator will give it to you.

   • Once the configuration is completed, click OK to return to the Updates Settings tab.

   If you connect to the Internet using a modem, don't check this option and continue with the following step.

9. Click OK to save the automatic updates settings.

Once these configuration steps have been completed, the antivirus will update automatically whenever an Internet connection is detected, without user intervention.

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6. How can I know if Marks and Spencer Antivirus is correctly updated?

New viruses which threaten your system's security appear every day. This, not only means you need to have a good antivirus installed in your computer, but also that you should always have it completely updated.

In order to know if your antivirus is correctly updated, Marks and Spencer Antivirus includes a diagnosis tool which informs you at any time of the updates status.

How to carry out the diagnosis:

In order to check if Marks and Spencer Antivirus is correctly updated, follow these steps:

1. Click the Windows Start icon.
2. Select Programs.
3. Select the option Marks and Spencer Antivirus.

4. Once the antivirus is open, in the first window, under the section Program status, you will be able to check the following things:

   • Last updated: It indicates the date in which the last update of the Virus Signature File was carried out.

     If the update was performed less than three days ago, it will appear in green; if it was made less than seven days ago, you will see a warning and it will appear in orange; if it has not been updated for more than seven days, it will appear in red with an exclamation mark.

   • License expires: It indicates the date until which the services have been contracted.

     When there is more than a month left, the date will appear in green; when there is less than a month left, it will appear in orange and when there is less than a week, it will appear in red.

   • Automatic updates. It indicates if it is Enabled or Disabled and if its functioning correctly.

     If the functioning is incorrect, you will see the instructions to follow to solve it.

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7. How can I carry out an in-depth online scan with Marks and Spencer Antivirus?

As well as providing different types of on-demand scans, Marks and Spencer Antivirus also allows you to carry out in-depth online scanning with TotalScan Pro.

The link for the in-depth scanning can be accessed from the Marks and Spencer Antivirus interface once at least one update has been correctly carried out.

Steps to carry out online scan

1. Click Start.
2. Select Programs.
3. Select the option Marks and Spencer Antivirus.
4. Then click Marks and Spencer Antivirus.
5. Select the Scan icon on the left panel.
6. In the Full scan section, in Scan of viruses and other threats, click In-depth online scanning (with TotalScan Pro).

On the TotalScan page the program is redirected to, select the type of scan; Quick Scan or Full Scan, and click Scan now.

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8. How can I uninstall Marks and Spencer Antivirus?

Before uninstalling Marks and Spencer Antivirus, bear in mind that from that moment onwards, it will not be protected against viruses and other threats.

How to uninstall the program

1. Click the Windows Start button.
2. Select Programs.
3. Select the option Marks and Spencer Antivirus.
4. Click Uninstall.
5. When the uninstallation finishes, you will be asked to restart the system.

To automatically uninstall the program

If the process described above is not completed correctly, it is advisable to follow the steps below:

1. Download the file UNINSTALLER08.EXE (657 KB).
2. Save the file, to the Windows Desktop for example.
3. Run the UNINSTALLER08.EXE file by double-clicking it.

4. The following message will appear:

   Do you want to run this Uninstaller?WARNING: It will reboot at the end to ensure a clean uninstall.

5. Press Y to start the automatic uninstallation process.

   This process could take a few minutes.

6. Once the process has ended, the Generic Uninstaller message Thank you for waiting. Hit OK to reboot will be displayed on the screen.

Click OK to restart the computer and complete the uninstallation.

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9. I've forgotten my user name and password. Where can I find them again?

If you have forgotten or lost your registered client details, follow these steps in order to receive them again:

1. Access the Password reminder site (On Panda Security's website).
2. Select the same language and country that you chose when you registered.

3. Enter the e-mail address that you used to register and click Next.

   Only if there are several users with the same email address will you be asked to enter your client number.

   • If you know your client number, enter it and click Next.
   • If you don't know it, contact Database and they will give you the information that you need.
4. Once you have sent your request, you will soon receive your Client Number, User Name and Password at this e-mail address.

Remember that you will receive this data only if you have previously registered your Marks and Spencer Solution. You will need it to access the services included in your solution (daily updates and software upgrades, technical support, etc.).

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10. My Marks and Spencer Antivirus displays the message "Unable to perform the update. Generic error. Error code 2". What should I do to resolve this problem?

It has been detected that when updating Marks and Spencer Antivirus, if Internet Explorer is configured to “Work offline”, the update cannot be carried out.

The program cannot connect to the updates server and returns a generic error – error code 2 –in the updates window of the antivirus.

For the program to correctly connect to the server and be able to perform the update you have to uncheck this option. To do so, open the Internet Explorer browser, click File and uncheck Work offline.

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11. Marks and Spencer Antivirus doesn't update automatically. Why not?

When the automatic updates can't be carried out, it is usually because Marks and Spencer Antivirus is not configured correctly.

How to configure the Marks and Spencer Antivirus settings

1. Open Marks and Spencer Antivirus. To do this, click the Windows Start button, select Programs, Marks and Spencer Antivirus and finally, click Marks and Spencer Antivirus.

2. Click the Settings menu and select Internet access settings.

   The Connection to the Internet via proxy server option must only be enabled and configured if you access the Internet through a proxy server in a computer network.

   If your computer or computers are not connected to a network, this option must be disabled.

3. Click Updates and select Configure updates.

   Check that your user name and password are correct by clicking the Check details button.

   Remember you have to enter them the way they were sent to you from Panda, respecting capital letters and lower case letters and without blank spaces.

It is also possible that you are not connected to the Internet for the time needed for Marks and Spencer Antivirus to carry out the automatic update. In order to be able to solve it, open manually a connection to the Internet and use the option Update now! with the process. To do this:

1. Open the browser, click Tools and select Internet Options.
2. Click the Security tab and click the Custom Level... button under Internet.
3. In User Authentication, Logon, check that the Automatic logon only in Intranet zone or Prompt for user name and password checkbox is enabled.

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12. Fatal error while installing Marks and Spencer Antivirus on Windows Vista. How can I resolve it?

If the installation of Marks and Spencer Antivirus on a Windows Vista computer is cancelled, either due to the user's decision or any other causes (system errors, power supply interruption, etc...), the operating system will install the program in compatibility mode for Windows XP SP2. To prevent this installation type from affecting the solution's performance, a 'fatal error' message will appear on the screen forcing you to cancel the Marks and Spencer Antivirus installation process.

How can I resolve it?

Follow the steps below to resolve this conflict:

1. Click OK in the message "The installation of Marks and Spencer Antivirus has been cancelled":

   

2. Next, you must manually change the compatibility mode set in Windows Vista for this specific case. To do this you must change the installation file settings.

   To find them, insert the disk in the drive, open Windows Explorer and go to D:\AntivirusFirewall\NT. There are two installation files: install.exe and setup.exe.

   Follow the instructions below with both files.

   • Right-click the file and select Properties.
   • In the Properties window, select the Compatibility tab.

   • In the Compatibility mode section, uncheck the Run this program in compatibility mode for option (the combo box will display Windows XP Service Pack 2 by default):

     

   • Click Show settings for all user and uncheck the Run this program in compatibility mode for option:
   • Click OK at the bottom of the window.
3. Run the installation file again.

Once you have followed the instructions, you should be able to install Marks and Spencer Antivirus correctly.

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13. Marks and Spencer Antivirus protection against external modification

Currently, the Marks and Spencer Antivirus security solution does not have protection (shield) to protect application files and registry keys from possible external modification.

In order to resolve this vulnerability, a hotfix has been developed (hfl30708s1.exe). Once this hotfix has been installed, it will not be possible to make modifications to the installation folder, files or Marks and Spencer Antivirus registry keys that could compromise the integrity and operability of the solution.

Steps for applying the hotfix

1. Download hotfix hfl30708s1.exe (1,09 MB).
2. Save the file to your hard disk; to the Windows Desktop, for example.
3. Run the downloaded file. You can do this by double-clicking on the hfl30708s1.exefile in order to apply the hotfix.
4. Restart the computer when prompted.

Once you have completed these steps, the hotfix will have implemented the protection shield in Marks and Spencer Antivirus.

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14. Improvements and corrections in the Marks and Spencer Antivirus detection technologies.

A hotfix has been developed (hfl30708s3.exe) to improve the interception and detection technologies included in Marks and Spencer Antivirus. The hotfix fixes the following bugs:

• Problems loading certain Web pages.
• Access to the Web configuration of certain types of router was prevented. If the user had several email accounts, they were continuously requested to enter their user details.
• Incompatibility with the spam filtering tool Spamihilator.

Steps to apply the hotfix

1. Download hotfix hfl30708s3.exe (619 KB).
2. Save the file to your hard disk; to the Windows Desktop, for example.
3. Run the downloaded file. You can do this by double-clicking on the hfl30708s3.exe file in order to apply the hotfix.
4. Restart the computer when prompted.

Once you have completed the steps, the hotfix will have implemented the improvements in the Marks and Spencer Antivirus detection tecnologies.

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