Anti-Virus Plus Support

Customer Service:
 
Purchasing K7 AntivirusPlus could not be easier. Read on for more information on how to order or upgrade.
 
1. How can I purchase K7 AntivirusPlus?

    Purchasing K7 AntivirusPlus could not be simpler. To place your order forK7 AntivirusPlus online, visit our online store, select the product that you require and simply follow the on screen instructions.

 
2. How do I know that K7 AntivirusPlus is the right product for me?

    If you are unsure as to which product best suits your needs, K7 Computing allows you to download a free, 30 day trial of K7 AntivirusPlus. To find out more about either product, see the information in our product guides or go to our download center to try our products for free without any obligation.

3. The evaluation period of my trial version has expired, how do I purchase a full license?

    If your free trial version of K7 AntivirusPlus has ended and you would like to purchase a full license, simply visit our online store and follow the on-screen instructions.

4. Does K7 AntivirusPlus work on Microsoft Windows Vista?

    Yes. K7 AntivirusPlus is certified by Microsoft for use with Windows Vista.

 
 
Antivirus Plus: Registration & Activation
 
Information and FAQs relating to the registration of K7 AntivirusPlus
 
1. What is a serial number and where can I find it?

    The serial number is the unique license key that is used to register your product. For online purchases, the serial number will be displayed on the screen once you complete the order successfully     and it is important that you make a note of this for future reference.
    If you have purchased K7 AntivirusPlus on a CD-ROM, you will find the serial number on the Quick Reference pictorial guide.

 
2. Why should I register my copy of K7 AntivirusPlus?

    Registering your copy of K7 AntivirusPlus ensures that you can receive the latest updates from K7 Computing, ensuring that your PC has the best possible level of protection from the latest     security threats.

    Registering your product also ensures that copy of K7 AntivirusPlus is correctly licensed, protecting you from software piracy.

3. If I fail to register my copy of K7 AntivirusPlus after installing it, can I register it later?

    Yes. You will be periodically prompted to register your product automatically by the software. To activate, simply follow the on-screen instructions.

 
4. Can I install K7 AntivirusPlus on more than one PC?

    As per the End User License Agreement (EULA), the standard license for K7 AntivirusPlus allows for the software to be installed on one PC only.

 
 
Antivirus Plus: Renewals & Updates
 
Information on updating K7 AntivirusPlus and your product subscription.
 
1. What is a subscription?

    Subscription is a service allowing K7 AntivirusPlus users to ensure that their PC's have the best possible levels of protection.     Subscription entitles you to the following benefits:
        * To upgrade the virus database.
        * To upgrade the version of the software.
        * To receive technical support.

 
2. What is a renewal of a subscription?
 

    When your current subscription expires, you will be prompted to renew in order to keep enjoying the above benefits. To renew your version of K7 AntivirusPlus, simply follow the on screen instructions.

 
3. Do I have to be connected to the internet in order to download updates?
 

    Yes. An internet connection is required in order to download software or virus updates for K7 AntivirusPlus.

 
4. If I download the latest updates, am I completely protected?
 

    Updating your copy of K7 AntivirusPlus ensures that you have the best level of protection possible from all known virus threats.

    K7 Computing's dedicated team of programmers is constantly working to develop solutions for the latest virus threats as soon as they become known.

 
 
Antivirus Plus:Non-Technical Questions
 
Information about using antivirus software and general best practice information.
 
1. Will I be able to install the product on other computers?
 

    As per the End user License agreement, K7 AntivirusPlus can be installed on one computer.

 
2. Can I have more than one AntiVirus program installed on my computer?
 

    It is not recommended to use more than one AntiVirus software on a computer.

 
3. What should I do before proceeding with the installation of your product?
 

    1.Remove windows temporary files.
    2. Uninstall any AntiVirus software that is currently installed on your computer.
    3. Check the Free hard disk space.
    4. Close all the applications before proceeding with the installation

 
4. What are the basic steps that have to be done regularly to keep my pc safe?
 

    1. Ensure that you have the most recent virus definitions.
    2.Don't open unexpected attachments. Email attachments are the major source of virus infections.
    3.Back up your data regularly.
    4. all new software before you install it.
    5. your computer starts acting strangely, run a virus scan.

 
Technical Support:
 
Antivirus Plus: Installation
 
Antivirus Software
 

Antivirus Software is a program that detects and eliminates or neutralizes a virus program if a PC is infected. In Simple, Antivirus Software is a Virus Protection Software which protects computers from potential virus attacks.

 
Information on how to install K7 AntivirusPlus.
 
1. How can I install K7 AntivirusPlus?
 

    Download Version:

    1. Double click Setup.exe icon.
    2.Click Next in the Install Shield Wizard.
    3.Click I accept the terms in the license agreement and then click the Next button.
    4.Follow the onscreen instructions to install the program

    CD Version:

    1.To Install K7 AntivirusPlus insert the CD into the CD/DVD drive.
    2.Choose Install K7 AntivirusPlus from the menu options provided
    3.On clicking the Install button, the pre-installation scanner is loaded. If you suspect that your machine is infected click Next to run the pre-installation scan. Else, uncheck the scan option and click Next to skip the scan (It is recommended to run the pre-installation scan and then install the product)
    4.At the end of the pre-installation scan, if any viruses are detected, a pop-up to restart the machine will be displayed. Else, proceed with the installation.
    5.Choose the option Install K7 AntivirusPlus from your CD and click Next.
    6. After the windows installer check is completed, the message, "Welcome to the Install Shield Wizard for K7 AntivirusPlus" will be     displayed. Click Next on this window.
    7. You will view a License Agreement Window. Please read the License Agreement and select "I accept the terms in the License Agreement" and click on Next.
    8. The Install Shield Wizard will check for products which can conflict with K7 AntivirusPlus. If the Wizard identifies any product which can conflict with K7 AntivirusPlus, uninstall the conflicting software.
    9. If no products are detected, the installation path will be displayed. Click Install to proceed with the installation.
    10. Once the installation is complete, click the Finish button.
 
2. If I lost the product, how can I reinstall it?
 

    For the Download version:
    If you have Setup.exe file on your computer, you can use the same file for the reinstallation.
    If you do not have the Setup.exe file, Please contact us to get a reply within two business days. Email: support@k7computing.com this e-mail address is being protected from spambots. You need JavaScript enabled to view it or call us at +91-44-6611 7799. For the CD     version: You can reinstall the product using the same CD.

 
3. What should I do before proceeding with the installation of your product?
 

    1.Remove windows temporary files.
    2.Uninstall any antivirus software that is currently on your computer.
    3.Check the Free hard disk space.
    4.Close all the applications before proceeding with the installation.

 
4. How can I activate the product?
 

    You can activate the program using one of the two following ways:

    1. Use Activate Now option in the Middle panel of the Main console (OR)
    2. Use Activate Now option in the Activation Reminder that pops up once you restart the PC after completing the installation. Follow the onscreen instructions to complete the activation.

    Steps to activate K7 K7 AntivirusPlus:

    1. Double click K7 icon in the system tray. K7 AntivirusPlus main console opens.
    2.Click the option Click here to activate now on the License Information panel. The product Activation dialog opens.
    3.Click Next to begin the activation and click Next in the product Activation dialog which gives registration information.
    4.Click Next to proceed with the activation. The activation status will be displayed finally and click Close
 
5.How do I uninstall K7 AntivirusPlus?
 

    To remove K7 AntivirusPlus through the Control Panel:

    1. Click Start > Settings > Control Panel.
    2.In the Control Panel, double-click the Add or Remove Programs option.
    3.Select K7 AntivirusPlus in the currently installed programs list and click Remove.
    4.Follow the instructions on your screen to remove the software and Restart the system.
 
 
Antivirus Plus: Product Configuration
 
K7 AntivirusPlus : Product Configuration
 
How to configure your copy of K7 AntivirusPlus.
 
1. How do I configure K7 AntivirusPlus to scan all files in my computer?

    1. Double-click the K7 icon in the System Tray. The K7 AntivirusPlus main console opens.
    2. Click the Configure AntiVirus option on the console.
    3. Select the Scanner tab.
    4. Click Settings select All Files and click Apply.
 
2. How do I schedule the scan task to occur automatically?
 

    1. Double-click the K7 icon in the System Tray. The K7 AntivirusPlus main console opens.
    2. Click the Configure AntiVirus option on the console.
    3. Click the Tasks tab. The pre-defined scheduled tasks are displayed.
    4. Select the task you want to schedule and click Change.
    5. Click Schedule in the top panel and click the option Enable Scheduling of this task.
    6. Select the appropriate options in the schedule task and choose the timing.
    7. Click Apply and click Close to exit the Configure Antivirus window.

 
3. How can I configure the status of K7 AntivirusPlus services?
 

    1. Click Start > Run.
    2. Type "Services.msc" and click OK. Services window will open. There are six K7 services:
    * K7Computing - Email Proxy Server
    * K7RealTime Antivirus Services
    * K7Antivirus Plus Manager
    3.Right click on the service and select the action you want to perform actions that can be performed are Start / Stop / Pause / Resume /     Restart.

 
4. How to configure the product to update automatically?
 
    1. Open your K7 AntivirusPlus product and click Update Manager.
    2. When the Update manager window opens, click Options on the top panel of the console.
    3.Select the Enable Automatic Update of the Product when the System Starts check box and select an option from the list.
    4. If your Internet connection is through a proxy server, select the Access Internet through a Proxy Server check box and enter the details ofthe proxy server in the fields provided.
    5. Click Close to close the Options window.
    6. Make sure you are connected to the Internet and click Start.
    7. Once the product has been updated you will need to close all open applications and reboot your computer.
 
 
Technical Question
 
1. The status of the scan report says �Not cleaned�. What should I do?

    Please zip the file with a password and Email us the file, which says �Not Cleaned�. We will respond to you within one business day.Email: k7viruslab@labs.k7computing.com This e-mail address is being protected from spambots. You need JavaScript enabled to view
 
2. Can I scan more than one Location simultaneously?

    Yes. You can select the multiple tasks for scanning at a time.
 
3. How do I view the files that are quarantined?

    1. Open K7 AntivirusPlus main console.
    2. Click Manage Quarantine.
    3. The Quarantine manager windows will appear in which you can view all the quarantined items.
 
4. How to check the status of the product?

    1. Right Click the K7 icon in the system tray.
    2. Click Status Window option. The security status window will give you the status of all the features.
 
5. How can I exclude a file from being scanned?

    1. Open K7 AntivirusPlus main console.
    2. Click on Configure AntiVirus
    3. In the Sentry tab, click the Manage Exclusions option. The Exclude List window opens.
    4. Click Add File to exclude it from being scanned.
    5. Select the relevant scanner options and Click OK.
    6. Click OK to save the exclusion settings.
 
6. How can I keep a track of all the scans that are done?

    1. Open K7 AntivirusPlus main console.
    2. Click the Activity Logs option. The Log Viewer window opens.
    3. Select K7AntiVirus in the left pane. The K7AntiVirus Report appears in the right pane.
    4. Click the [+] icon to expand the K7AntiVirus module.
    5. Select Scan Summary, which will display the list of scans done.
 
7. What should I do if K7AVQrnt.exe has been quarantined along with the other infected system files?

    1. Copy K7AVQrnt.exe from an uninfected computer and paste this file in C:\Program Files\K7 Computing\K7TSecurity\K7AntiVirus     folder.
    2. Double click K7AVQrnt.exe file. Quarantine Manager dialog opens. Restore all the quarantined files.
    3. Restart the computer in Safe mode and run a scan to clean all the infected files.
 
8. What can I do, if I get the message, " Error 1925?

    You do not have sufficient privileges to complete this installation for all users of the machines log on as administrator and then retry this     installation"?
    You will receive this error when you try to install K7 AntivirusPlus as a Non-administrator user. Use administrator login to install the     product.
 
9. I think I have a virus in my computer. What should I do?

    1. Run a Full System scan.
    2. If a virus is detected, the product will automatically clean or quarantine it based on your Antivirus Configuration settings.
    3. Depending on the scan report, for each virus detected, follow removal instructions from the "Viruses and Risks" page.
    4. If you still think your system is infected and K7 AntivirusPlus is unable to detect the virus, describe the symptoms and error messages and mail it to support@k7computing.com This e-mail address is being protected from spambots.
    You need JavaScript enabled to view it This e-mail address is being protected from spambots. You need JavaScript enabled to view it .
 
10. How do I remove a virus out of my computer?

    1. Take backups of your data and create an emergency rescue disk.
    2. Install K7 AntivirusPlus and update the latest virus definitions by connecting to the Internet.
    3. Set K7 AntivirusPlus to only detect virus and not delete the file automatically.
    This is because if an important operating system file is infected, deleting the file might stop the system from working.
    4. Based on the scan report, for each virus detected, follow removal instructions from the "Viruses and Risks" page.
Note: Some viruses will stop your scanner from installing or running. If this is the case, you can share the drive and scan it across a network from another computer.
 
11. How do I update my virus definitions manually?

    1. Open the K7 AntivirusPlus main console and click the Update Manager option
    2. Alternatively, right-click the K7 icon in the System Tray and select the Updates option. The Update Manager dialog appears.
    3. Ensure that you are connected to the Internet and click Start.
    4. Once the product has been updated you will need to close all open applications and reboot your computer for the update to take effect.
 
12. Why the automatic updates are not taking place automatically?

    This could happen due to one or more scenarios.
    Scenario 1: When the automatic update feature is disabled.
    1. Open the K7 AntivirusPlus main console.
    2. Click Update Manager option in the console.
    3. Click Options tab in the Update Manager window.
    4. Select Enable Automatic Update of the Product when the system starts if it has been disabled.
    Scenario 2: When proxy settings are not done properly.
    1. If you use a proxy server select the check box Access Internet through a Proxy Server and enter the details     of the proxy server.
    2. Enter IP Address: Port Number. Enter the User name and Password if any.
    3. Click Close.
 
13. What should I do if I want to disable the automatic updates?

    1. Open the K7 AntivirusPlus main console.
    2. Click Update Manager option in the console.
    3. Click Options tab in the Update Manager window.
    4. Uncheck the option Enable Automatic Update of the Product when the system starts and click Close.
 
 
Uninstallation
 
1. How do I uninstall?

To remove through the Control Panel:

    1.Click Start > Settings > Control Panel.
    2.In the Control Panel, double-click the Add or Remove Programs option.
    3.Select K7 AntivirusPlus in the currently installed programs list and click Remove.
    4.Follow the instructions on your screen to remove the software and Restart the system Also you can uninstall K7 AntivirusPlus using the K7 Removal Tool


Virus and Spyware:
 
Virus Removal

How to remove viruses and spyware from your PC using K7 AntivirusPlus.

1. What are the basic steps that have to be done regularly to keep my pc safe?

    1. Ensure that you have the most recent virus definitions.
    2. Don't open unexpected attachments - email attachments are the major source of virus infections.
    3. Back up your data regularly.
    4. Scan all new software before you install it.
    5. If your computer starts acting strangely, run a virus scan.
 
2. How do I submit a virus sample?

    * If you believe you have found a new virus, first update K7 AntiVirusPlus with the latest virus definitions and run a full System Scan.

    * If the suspected file(s) are not detected by the scanner, zip the files with a password and mail it to k7viruslab@labs.k7computing.com.

    * If you suspect that an email attachment has a virus and has not been caught by the scanner, forward the email (do not open the attachment) to k7viruslab@labs.k7computing.com.
 
3. How can I remove a file virus?

    * Restart the computer in safe mode. (For most versions of Windows systems, accessed by tapping the F8 key before Windows starts)
    * Run Full System scan and clean all the infected files.
 
4. How can I check my computer for malware using Task Manager?

    * Close all the open applications.
    * Press CTRL+ALT+DEL and click Task Manager.
    * Check all the processes that are running. If any other processes other than expected ones are running, that is a symptom of a     malware.
    * Check the performance of the computer. Check both CPU Usage and Memory Utilization. If there is any phenomenal increase in both     these parameters, it indicates the presence of a Malware.
 
5. What are the Registry entries that I should check to find out a Malware?

    Registry is a Windows utility that can be used to extract data from the Windows Registry. A large number of malware programs add an entry in the registry so that they will be started automatically when the computer reboots.
Under most circumstances (if you are not currently installing something), the Run Once and RunOnceEx keys should be empty. Track down     any programs listed under the Run keys and make sure that they represent legitimate software. The registry entries that are to be checked are:
    * HKEY_CURRENT_USER \ Software \ Microsoft \ windows \ current version \ Run
    * HKEY_CURRENT_USER \ Software \ Microsoft \ windows \ current version \ RunOnce
    * HKEY_LOCAL_MACHINE \ SOFTWARE \ Microsoft \ Windows NT \ current version \ Image File Execution options
    * HKEY_LOCAL_MACHINE \ SOFTWARE \ Microsoft \ Windows NT \ current version \ Run
    * HKEY_LOCAL_MACHINE \ SOFTWARE \ Microsoft \ Windows NT \ current version \ RunOnceEx
    * HKEY_LOCAL_MACHINE \ SOFTWARE \ Microsoft \ Windows NT \ current version \ Run Once
    * HKEY_LOCAL_MACHINE \ SOFTWARE \ Microsoft \ Windows NT \ current version \ RunServices
    * HKEY_LOCAL_MACHINE \ SOFTWARE \ Microsoft \ Windows NT \ current version \ RunServicesOnce
 
6. What are the key locations that are to be searched to find Malware?

    * Go to c:\windows (or) c:\windows\system32
    * Check for files with hidden attrib
    * Check for misspelling or grammatical errors in the file names to find out the presence of Malware.
 
 
Hot Topics:
 
K7 AntivirusPlus: Product Instructions
 
Technical Issues
 
1. What should I do to enable System Restore?

    Windows XP Users: Click Start. Right-click MyComputer and then click Properties. Click the System Restore tab. Uncheck "Turn off     System Restore" or "Turn off System Restore on all drives." Click Apply and then click OK.

 
2. How can I disable System Restore?

    Windows XP Users: Note: You must be logged on as an Administrator to do the following. If you are not logged on as an Administrator, the System Restore tab will not be displayed. Turning off System Restore clears out all previous restore points. These instructions also assume that you are using the default Windows XP Start Menu and not the Classic Start menu. To enable the default menu, right-click Start > Properties > Start menu (not Classic) and then click OK. Click Start. Right-click the MyComputer icon and click Properties. Click the System Restore tab. Select "Turn off System Restore" or "Turn off System Restore on all drives". Click Apply > Yes > OK.
 
3. How can I revert to an earlier Restore point via Command prompt?

    Windows XP Users: Restart your computer or turn the computer on. Start tapping the F8 key. The Windows Advanced Options Menu appears. If you begin tapping the F8 key too soon, some computers display a "keyboard error" message. To resolve this, restart the computer and try again. Select the "Safe Mode with Command Prompt" option and press Enter. Log on to the computer with an administrator account Type the following at the command prompt and press Enter: %System Root%\system32\restore\rstrui.exe (Note: System Root% is the root folder, which is usually C:\. It is also where the operating system is located.) Follow the onscreen instructions to restore your computer to an earlier time.
 
4. How to open the Registry in my computer?

    Click Start > Run. Type regedit in the open field and click OK. The Registry Editor window opens.
 
5. How do I clean an infected Explorer.exe?

    Windows 2000/XP Users: Restart the computer in Safe mode with Command Prompt. Go to C:\Program Files\K7 Computing\K7TSecurity     Run K7Avscan.exe
 
6. How do I use SFC command to extract files in normal windows mode?

    Click Start > Programs > Accessories > System tools > System Information. From the Tools drop down menu select System File Checker.Specify the system file that you would like to restore and click Start.
 
 
Activation:


1. Activation failed :"Serial number is already activated with different email id"

1. If you have entered the email id incorrectly, Click on the Back button
2. Re-enter the correct Email id
3. Try activating again
4. If you have forgotten the email ID you had previously used, send the Proof of Purchase and the Key slip to support@k7computing.com
5. Contact K7 Technical support for further information

2. Activation Failed : "The maximum number of system that can be activated with this multi user serial number has be reached, no more systems can be activated with this serial number"

1. Click on the link "Click here to access your account page" in the windows which shows activation failed.
2. K7 account page will open
3. Select the user to be deactivated and click on deactivate option.
4. Then try to activate the product

3. Activation failed : "Serial number is incorrect"

1. Please recheck if you have typed the key correctly. In case of a typo, re-enter the key and try to activate.
2. Check if the key you are using is meant for the product you have installed. For e.g you cannot use a K7AntiVirus key on K7TotalSecurity.

4. Activation Failed : "Internet connection not present"

1. Check if there is an active internet connection in your system and try to reactivate.
2. If you are able to connect to the internet but not able to browse security websites like K7Computing and Microsoft, the system may be infected by Downadup.
3. Download and run the Dtool from http://202.54.63.218/hlep1234 and try to reactivate.
4. If you connect to the Internet using a proxy, you will need to configure the proxy settings in the product.
5. Open Internet Explorer ->Tools ->Internet option ->Connection tab ->LAN setting. In LAN setting dialog box check the proxy setup and the Port number 6. Configure the Proxy in K7 in Update Manager.
7. In Update Manager, click on Click here to change setting -> Access Internet through proxy setup - Enter the Proxy address and the port number
8. Example if Proxy is 122.122.122.122 and port number is 8080, Enter the IP in proxy setup text box as 122.122.122.122:8080

5. Activation Failed : "Email ID is already activated with different password"

1. Click on "Click here to access my account page" in the activation failed window.
2. Submit the password Request in the webpage.
3. You will recieve the password to your registered Email id.
4. Try for activate with that password


6. How do I activate a 3 user pack?

1. You may activate the 3 licenses with a single key or you may extract 3 different keys and use it on 3 systems.
2. To use the same key on 3 systems, install and activate the product on the first system. Use the same email address and password along with the product key to activate the product in the rest of the two systems.
3. If you are using a single key to activate all three licenses, the registration info (email address and password) has to be the same on all three systems.
4. Alternatively, you can extract three different keys from the original product key and use the 3 keys to activate the K7 product on 3 different systems. In this case you may use different registration details on each pc.
5. To extract keys, visit the website www.k7computing.com/multiuser
6. Create an account user->login with your Email id and password provided while creating the account
7. Enter your Master key in the given block and click on extract key