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 Internet Security 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 Internet Security 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 can I install Marks and Spencer Internet Security?

Installing Marks and Spencer Internet Security is very simple, thanks to its installation program that will guide you through the process step by step.

1. Before installing the antivirus, check that your computer meets the minimum installation requirements.
2. It is advisable to close any programs that are open, especially e-mail programs like Microsoft Outlook, and uninstall any other antivirus product already installed on your computer before starting the installation process, as if there are two antivirus products installed on a computer, they can conflict with one another.
3. Insert the Marks and Spencer Internet Security CD-ROM in the CD drive.

4. If the autorun option is enabled, the antivirus installation will run automatically.

   If it is disabled and the installation process doesn't begin, click on Start, Programs and open Windows Explorer. Then select the CD-ROM drive and run the autorun.exe file.

5. An introductory screen will be shown. Press the Play arrow.
6. Select the antivirus installation language and click Next.
7. Select Install Marks and Spencer Internet Security.

8. If Marks and Spencer Internet Security is not already installed on the computer, a window is displayed welcoming you to the installation program, click Next.

   • If the computer does not meet the minimum installation requirements, a window is displayed that indicates which requirements are not met and the necessary requirements for the correct installation of the program. Click Finish to stop the installation process.
   • If Marks and Spencer Internet Security finds incompatible software installed, a message informs you which software is incompatible and the installation process closes. Uninstall the specified programs and start the installation process again.
9. Next, the license agreement is displayed. Read it carefully and click Yes, if you accept the terms of the license agreement. If you don't accept it, the installation will finish.
10. In the next screen you can change the program installation directory by clicking Browse and carry out a Minimum Installation, minimizing use of system resources by not installing certain protection, a Typical installation (recommended for most users) or a Customized installation (lets you configure all the options available). Select Typical Installation and click OK. Follow the instructions in the Wizard if you want to carry out Custom Installation.
11. A scan of the computer memory will start.
12. Once the scan has finished, click OK and the files will be copied.
13. Next, you will be given the option to install Web content filtering (this option will be enabled by default).
14. Click Next if you want to install Web content filtering now or click Don't install it and then Next if you don't want to enable it now.
15. If you don't install Web content filtering, installation will continue. If you decide to install it, the Web content filtering installation wizard will start.

16. Next, the Online Registration screen is displayed, giving you two options: Yes, I want to register now or No, I'll do it later.

    NOTE: If you have a subscription version or if you have purchase the product from our online store, you do not need to register, as your registered user details will be automatically sent to you.

17. If you haven't registered yet, it is advisable to select the first option in order to be able to use the services included in Marks and Spencer Internet Security (when you select this option, your Internet browser will open at Panda´s online registration page).
18. If you have already registered, you don't need to do so again: in this case, select the second option.
19. Finally, click Next.
20. For the program to be installed with all the protections enabled, you will have to restart the computer. Select the option Yes, I want to restart my computer now and click Next. In the case of the Minimum Installation, you will not be asked to restart the computer.
21. After restarting the computer, a window is displayed that informs you that the program is installed and protecting the computer. You can open the program by clicking on the link Open Marks and Spencer Internet Security or close the wizard by clicking Finish.

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3. How do I make Marks and Spencer Internet Security 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 Internet Security 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:

   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.

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

   1. Click the Windows Start icon.
   2. Select Programs.
   3. Choose Marks and Spencer Internet Security.
   4. Select Marks and Spencer Internet Security.
3. In the Status section, open the Updates and subscription option.
4. Click 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 ID 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.

   If you have forgotten your details, click the Remember ID option to access the User name/password reminder site.

7. In the Update location section, check that Internet is selected (it is the antivirus default option). By doing this, the update will be performed from Panda's website.

8. If you connect to the Internet through a proxy server, you need to check the option Access via a proxy server and follow the steps below to configure access:

   • Click the Settings button to access the Proxy settings.
   • 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 Software 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 Update 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.
10. Click Next to immediately perform the update and, at the same time, check that the updates have been correctly configured.

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4. Which Marks and Spencer Internet Security files should be allowed to access the Internet?

The firewall incorporated in Marks and Spencer Internet Security is configured so that the antivirus files can always correctly access the Internet.

If these settings are modified, preventing any of these files from accessing the Internet, the firewall may show the following message: Network connection attempt.

For this reason, you should never modify the antivirus files that connect to the Internet in the firewall settings. If you have already modified them, below is a list of files that should always be allowed to connect:

• Iface.exe
• Apvxdwin.exe
• Pavjobs.exe
• Webproxy.exe
• Upgrader.exe
• Inicio.exe
• Pavsrv.exe
• Avengine
• Avciman
• Pavprot
• PasSrv
• PsiMsvc
• PavKre
• PrevSrv
• PavScript
• WizSos

In order to manually add these files to the firewall settings, follow the steps below:

1. Run Marks and Spencer Internet Security.
2. Select Status.
3. Make sure that the firewall protection option is enabled and click the Settings button.
4. In the Access tab, click the Settings button in section Programs with access to the network.
5. Click the Add program button and select the path where the file to be added is stored.
6. Select Allow communication.
7. Click the Close button and check that the file has been added to the list of programs with access to the Internet.

The files added to this list will have permanent access to the Internet, without displaying network connection attempt messages when they are run.

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5. How do I configure the anti-dialer protection in Marks and Spencer Internet Security?

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.

To enable this option, you must have a modem installed in your computer.

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

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

   • Click the Windows Start button.
   • Then select Programs.
   • Select Marks and Spencer Internet Security.
   • Click Marks and Spencer Internet Security.
2. Click Status in the Control panel.
3. In Security Protection, select Settings...
4. In Threats to detect and exclude, click Settings... and make sure the Dialers option is enabled.

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

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6. How can I enable the firewall protection once in Marks and Spencer Internet Security has been installed?

To enable and configure the automatic firewall protection in Marks and Spencer Internet Security once the program has been installed, follow the steps below:

1. Open Marks and Spencer Internet Security. To do this, click the Windows Start button, select Programs > Marks and Spencer Internet Security and click Marks and Spencer Internet Security.
2. Click Status in the Control panel.
3. Expand Security protection.
4. If the firewall protection is not installed, click Install and the installation and set up wizard will open.
5. If your computer has only one connection to the network or only one dial-up connection to the Internet, indicate if it is connected to a computer network, by clicking This computer is connected to a local network.

6. If your computer has more than one connection to the network or more than one dial-up connection to the Internet, you will be able to select those that must be used to share files and printers in the network.

   In this case, you will see the list of all the network connections and/or all the phone connections in your computer. Select the ones you want to use by checking the corresponding box (it is not advisable to check those that establish a direct connection to the Internet- MODEM, XDSL; etc-).

7. Click Next without disabling the Do not ask when common programs access the network checkbox, if you don't want a warning message to be displayed when a program you normally use needs to connect to the Internet. This is the most recommendable option.
8. If you click View the common programs in your computer, you can see the list of common programs. If you want, you can disable the ones you don't want to allow to access the Internet.
9. Now, you will be asked to restart Windows. Click Finish to restart your computer, as the automatic firewall protection will only be enabled after the system has been restarted.

Once you have completed these steps, the firewall protection in Marks and Spencer Internet Security will be enabled.

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7. How do I configure the anti-spyware protection in Marks and Spencer Internet Security?

The 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 Internet Security 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.

1. Open Marks and Spencer Internet Security. To do this, click the Windows Start button, select Programs > Marks and Spencer Internet Security and select Marks and Spencer Internet Security.
2. Click Status in the Control panel.
3. Expand Security protection.
4. Click Settings....
5. Go to Threats to detect and exclude and select Settings....
6. Check the Spyware checkbox is selected.

What's more, if you click Advanced settings, you can make a backup copy of the Internet Explorer home page, search page, etc. By doing this, if the pages are modified by malware, you can restore the pages you have configured from this option. The options displayed in this section are as follows:

• Save settings: It saves the home and search pages currently stored in Internet Explorer.
• Restore settings: It restores the values stored during the last operation.
• Restore original: It restores the values stored during the installation of the product.
• Modify settings: It modifies the value of the selected address.

Once you have carried out these steps, your antivirus will protect you against spyware entering or being installed on your computer.

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8. How can I download the latest Virus Signature File for Marks and Spencer Internet Security?

Your antivirus should be updated every day, as new viruses are constantly appearing, which threaten the security of your computer.

The Virus Signature File should only be downloaded manually under special circumstances, such as when updating computers that don't have an Internet connection, etc. For your security and convenience, it is recommendable to configure Marks and Spencer Internet Security to update automatically. By doing this, you won't have to download the full Virus Signature File every time you want to update it.

For more information on how to configure Marks and Spencer Internet Security to carry out updates, click here.

Steps for downloading this file

1. Go to the Downloads area of the website.

2. Select Downloads for clients from the menu.

   Click here to go directly to this section.

3. In the Virus Signature File section, click on the date to start the download.
4. Enter your User Name and Password.
5. Select the option Save this file to disk. You can download it to any directory you want.

6. Once the file has been downloaded, you will need to decompress it. The decompressed file is called PAV.SIG.

   NOTE: This file is compressed in zip format, therefore, in order to decompress the file, you need a utility designed to decompress these types of files, such as Winzip.

Steps for updating the program with the downloaded file

1. Open Marks and Spencer Internet Security.
2. Click the Update link at the top of the window.
3. Select the Configure updates option that appears in the wizard.
4. Enable the checkbox Floppy disk, CD ROM or local network.
5. In the Path text box, specify the location in which the PAV.SIG file has been decompressed and click OK.
6. Finally, click Next to launch the update wizard.

After completing these steps, the program will be updated with the previously downloaded Virus Signature File.

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9. My Marks and Spencer Internet Security does not update automatically, why?

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

How to check the settings of Marks and Spencer Internet Security

1. Open Marks and Spencer Internet Security. In order to do that, follow the steps below:

   • Click the Windows Start button
   • Select Programs.
   • Click Marks and Spencer Internet Security.
   • Select Marks and Spencer Internet Security.
2. Expand Updates and subscription.
3. Click Settings...
4. Select the Enable automatic updates checkbox within the Automatic updates option.

5. Check that your user name and password are correct by clicking Check data. Remember that you must enter them exactly as you received them from Panda, as they are case sensitive, and with no blank spaces in between.

6. Check that the location from where you want the update to be carried out is correct. In order to do that, from Update location, select Internet, if you are updating using an Internet connection, or Floppy disk, CD ROM or local network, if you are updating using any of these means.
7. If you access the Internet via a proxy server in a computer network, select Proxy settings. Then, enable the Access via a proxy server checkbox and enter the corresponding IP address and Port . If your computer or computers are not connected to a network, the Access via a proxy server checkbox must be disabled.
8. It is also possible that you are not connected to the Internet long enough for Marks and Spencer Internet Security to be able to carry out the automatic update. To solve this, open a connection to the Internet manually and use the option Update.

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

1. Open the browser and in the Tools menu, 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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10. How can I configure service blocking in the firewall in Marks and Spencer Internet Security?

The firewall protection included in Marks and Spencer Internet Security can identify which Microsoft services are working on the computer where protection is installed, and determine which ones need inbound and outbound communication to work properly.

The firewall will disable, by default, the services that could pose a security risk without compromising critical operating system functions. These are some of the services that the firewall can disable:

• Windows Time Synchronization Service
• Windows Remote Desktop Service

Furthermore, the services that are essential for the operating system to work correctly, like the Microsoft Internet Information Server (IIS), are enabled by default by the firewall protection.

In any event, you can also modify the services' default settings from the application interface. Follow the steps below:

1. Open Marks and Spencer Internet Security from Start, Programs, Marks and Spencer Internet Security, Marks and Spencer Internet Security.
2. Select Status.
3. Make sure the firewall protection is enabled: in section Security protection, click the button with the arrow and check that the firewall protection appears as Correct.
4. Then, click Settings...
5. On the next screen, click the Firewall icon in the left panel.
6. Go to the Rules tab. In section Service rules, click Settings.
7. A screen is displayed that allows you to enable or disable the active services. In the Action to take column of the service to be configured, display the drop-down menu and select Enable or Disable (the service will be disabled by default).

After completing these steps, you will have correctly configured service blocking in the Marks and Spencer Internet Security firewall.

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11. How can I carry out an in-depth online scan with Marks and Spencer Internet Security?

As well as providing different types of on-demand scans, Marks and Spencer Internet Security 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 Internet Security 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 Internet Security.
4. Then click Marks and Spencer Internet Security.
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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12. How do I know if Marks and Spencer Internet Security is correctly updated?

New viruses which threaten the security of your computer appear every day. This means that you not only need to have a good antivirus installed on your computer, but you should also keep it completely updated.

In order to find out if your antivirus is correctly updated, Marks and Spencer Internet Security includes a new diagnosis tool which informs you of the update status at any time.

In order to check the update status, place the mouse pointer on the Marks and Spencer icon in the system tray, next to the system clock, and the date of the last update will be displayed.

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13. How can I uninstall Marks and Spencer Internet Security from my computer?

Before uninstalling Marks and Spencer Internet Security, 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 Internet Security.
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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14. What should I do if I think that I could be affected by malware but Marks and Spencer Internet Security doesn't indicate anything?

Malware is any program, document or message liable to have negative effects on IT systems.

If you think that your computer could be affected by malware, follow the steps below:

1. Check if the anti-spyware protection is enabled.

   For instructions on how to configure the anti-spyware protection in Marks and Spencer Internet Security, click here.

2. Check if the anti-dialer protection is enabled.

   For instructions on how to configure the anti-dialer protection in Marks and Spencer Internet Security, click here.

3. Check that Marks and Spencer Internet Security is correctly updated.

   For instructions on how to check if the program is correctly updated, click here.

4. After checking if the antivirus is updated, enable the heuristic scan and carry out a full scan of the computer. If your antivirus detects malware during this process, follow the instructions displayed by the program in order to eliminate it.

   If your antivirus does not detect malware during the process but detects a file that could be infected, send the suspicious file or files to PandaLabs so that they can be analyzed.

   If you think that your computer could be affected by malware and don't know how to locate the files that you must send to PandaLabs, follow the steps below:

   1. Double click the My Computer icon to open it and click Tools, then Folder options. Select the View tab and uncheck Hide extensions for known file types.
   2. Enable Show all files.
   3. Click Apply and OK.

   4. Look for all files that could be infected, to do this:

      1. Go to the Windows System directory.

         By default, this directory is C:\WINNT\SYSTEM32 in computers with Windows 2000/NT and in C:\WINDOWS\SYSTEM32 in computers with Windows 2003/XP.

      2. Arrange the files by date.
      3. Find and take note of all the executable files (all files with an EXE, COM, PIF, BAT, SCR or DLL extension) created or modified over the last week.

   5. Go to the Registry and check if any key points to a suspicious file. To do this, follow the steps below:

      1. Click Start, then Run and write regedit. Click OK.
      2. Click the + symbol next to HKEY_LOCAL_MACHINE, then on the + next to the Software folder, then on the + next to Microsoft,then on the + next to Windows and finally on the + next to Current Version. Select the Run folder. Check if this folder contains any references to a suspicious file. Look for this file or files in all of your computer and note them down.
      3. Carry out the same steps with the HKEY_CURRENT_ USER key. Close HKEY_LOCAL_MACHINE. Click on the + symbol next to HKEY_CURRENT_ USER, then on the + next to Software, then on the + next to Microsoft, then on the + next to Windows and finally on the + next to Current Version. Select the Run folder. Check if this folder contains any references to a suspicious file. Look for this file or files in all of your computer and note them down.

   6. Check if there are any processes on your computer that do not correspond to any of the programs installed. To do this, follow the steps below:

      1. Close all the programs and hold down Ctrl+Alt+Del at the same time.

         If you use Windows 2000/XP/NT, a window containing several buttons will open. Click Task Manager. A window containing three tabs will be displayed. Select the Processes tab and check if any of them do not correspond to any of the programs installed.

      2. If there is a suspicious process, look for the file or files corresponding to the process and note them down.

Send the suspicious files through the option in the antivirus program or attach them to an e-mail and send them to virus@pandasecurity.com. When sending these files, give as much detail as possible about what has happened, and specify your Client Number. After these files have been studied and analyzed, you will receive the results and the corresponding solution (if they have been identified as malware) or certification that the files are malware-free.

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15. How do I enable the protection against hacking tools in Marks and Spencer Internet Security?

Hacking tools are programs used by hackers to attack or gain remote access to other computers.

Hacking tools can enter computers in different ways (email, Internet downloads, IRC channels, chats, etc.).

Once they are installed in the computer, they can be used by the hacker to:

• Gain remote access to other computers in order to steal the user's passwords, personal details, email, etc. In general, they try to access all the information on the hard disk.
• Launch DoS (denial of service) attacks on other computers.

This protection is enabled by default, so no additional steps need to be followed to detect these types of tools.

How to enable the hacking tool detector

1. Open Marks and Spencer Internet Security. To do this, click the Windows Start button, select Programs > Marks and Spencer Internet Security and select Marks and Spencer Internet Security.
2. Click Status in the Control panel.
3. Expand Security protection.
4. Select Settings...
5. Click Settings... in Threats to detect and exclude.
6. Check that the Hacking tools and other possibly unwanted tools option is selected.
7. Click OK to save the settings.

Once you have completed these steps, your antivirus will protect your computer against hacking tools.

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16. How can I configure the antivirus protection in Marks and Spencer Internet Security?

The antivirus protection safeguards your computer against any kind of virus which tries to infect your PC.

Marks and Spencer Internet Security protects against viruses getting into your PC or your e-mail program.

The automatic antivirus protection settings, installed by default, are the most suitable and should not be modified, since they balance performance of the antivirus and security.

If you have modified any of the default antivirus protection settings and want to restore them, follow these steps:

1. Open Marks and Spencer Internet Security. To do this, click the Windows Start button, select Programs > Marks and Spencer Internet Security and select Marks and Spencer Internet Security.
2. Click Status in the Control panel. On the right, the different protections incorporated in Marks and Spencer Internet Security will appear.
3. Expand Security protection.
4. Select the Enable protection against known threats checkbox.
5. Click Settings... in the Scan files on disk option. A window containing the available configuration options will be displayed.
6. Click Restore at the bottom of the window. Carry out the same steps if you want to restore the mail and instant messaging scan settings.
7. Click OK in all of the windows so that the default antivirus protection settings are restored.

After completing these steps, the antivirus will provide maximum protection against viruses, without affecting the performance of your computer.

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17. Improvements and corrections in the Marks and Spencer Internet Security detection technologies.

A hotfix has been developed (hfp120708s2.exe) to improve the interception and detection technologies included in Marks and Spencer Internet Security. 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 hfp120708s2.exe (649 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 hfp120708s2.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 Internet Security detection tecnologies.

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18. Fatal error while installing Marks and Spencer Internet Security on Windows Vista. How can I resolve it?

If the installation of Marks and Spencer Internet Security 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 Internet Security installation process.

How can I resolve it?

Follow the steps below to resolve this conflict:

1. Click OK in the 'The installation of Marks and Spencer Internet Security has been cancelled' message.

   

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

   Follow the instuctions 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 users 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 Internet Security correctly.

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19. While installing my security solution, I am asked to insert disk 1. What should I do?

An incompatibility has been detected between the BackWeb-xxx.exe process (where xxx stands for different version numbers) and the compression technology used by the installer of the product. BackWeb is a process that keeps applications updated, for example, Kodak EasyShare.

If, after launching the security solution installer, the BackWeb-xxx.exe executable file is operative, the wizard will ask you to insert disk 1 to continue with the installation process. This occurs because some of the files that are decompressed into temporary files in order to carry out the installation are eliminated.

How can I resolve it?

In the case of Kodak EasyShare, the solution is to update the software version. To do so, access the following address:

http://www.kodak.com/global/en/service/downloads/dln_ekn026079.jhtml?pq-path=10/5224/4509

With other applications, follow the steps below to prevent the error described above:

1. In the Windows Task Manager window, select the Processes tab.
2. In the Image name column, select the Back_Webxxx.exe process, where xxx stands for the version of the executable file.
3. Click on the End process button at the bottom right side of the window.
4. Launch the installation process again and check that the incident is resolved.

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20. When updating my security solution, error 190018 is returned. How can I resolve this?

On some occasions, when users try to carry out an on-demand update, the security solution returns error 190018. This error message is only displayed in the case of on-demand updates, although automatic updates will not take place either. As a result, the security solution's self-diagnosis will show the corresponding 'medium' or 'low protection' pop-up warning.

The error stems from the operating system's Microsoft XML Parser (MSXML) 3.0 component, which either for being damaged or uninstalled, cannot read the security applications' XML update file.

To resolve this error, you must download and install Microsoft XML Parser (MSXML) 3.0 from the Microsoft XML Resource Site:

http://support.microsoft.com/kb/308480/en-us

IMPORTANT: Download version 3.0 of the Microsoft parser, since version 4.0 is not compatible with Marks and Spencer's security solutions.

At the time of writing this article, Service Pack 7 for Parser 3.0 has been made available to clients.

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