BT Digital Vault FAQs

Registration

A1. How do I get a new Licence key/registration email?

You can also call the technical helpdesk on 0870 240 3349 and they will re-issue you a licence key.

A2. Nothing happened after registration, what do I do?

Please check your Email to see if the Welcome Email from BTNetProtect has been sent. This email contains your Licence Confirmation and the download link to enable you to install your new security software. If you have not received an Email please follow the steps above in the answer to question 1, or alternatively contact BT NetProtect on 08702 403349 for further advice.

Installation

A3. How long does it take to download BT NetProtect?

The download time for BT NetProtect depends on your Internet connection. There are two aspects to the download - the Anti Virus software and then the Firewall software. Narrowband (telephone dial-up) customers can expect to spend about 50 minutes plus downloading Norton Anti Virus and Personal Firewall. These figures are based on an average 33kbit/s connection. Before starting the download, Narrowband customers are strongly advised to log off and start a new Internet connection, this will help to ensure that the two downloads are completed without interruption. Broadband customers should expect to download both programs in less than 10-30 minutes approximately. Please be aware that customers are advised to re-boot their computer after installation in order for the software to activate - this is clearly presented in the download instructions.

A4. Why do I need to Activate the software?

Activation verifies that you are authorised to receive this security service and initiates your protection.

A5. What happens if I do not Activate the software?

The software associated with this security service will not work and your computer will not be protected.

A6. What happens once it is activated?

The software associated with this security service will protect your computer until the service is cancelled.

A7. I already have some old Anti virus or Firewall software on my PC, if I download BT NetProtect what will happen?

It is always advisable to fully remove any old Firewall or Anti-virus software as a precaution, please follow the suppliers instructions to do this. Alternatively you can access Add/Remove Programs from your computers Start menu and uninstall the software yourself or call the Technical helpdesk for more details.

A8. I've bought a new computer how do I install my BT NetProtect software on to it?

You will need to use the link you were originally sent in the Welcome Email to download the software on to your new computer. If there is a problem please contact the helpdesk on 0870 240 3349 and they will be happy to send a new email out to you.

A9. I've got two machines. Can I install BT NetProtect on both?

At present you are only permitted to install BT NetProtect on one machine at a time. If you wish to install it on multiple machines you will need to purchase BT NetProtect for each computer.

A10. Can I install BT NetProtect on my Server?

BT NetProtect is only intended for use on single standard desktop machine. It is not recommended that you use the package on a server.

A11. Nothing happens after double clicking agent install. What do I do?

Please only double click on the install Icon once. After a few seconds an icon will appear in the system tray. This is an indication that the software is installed. If you double click more than once you'll end up with multiple icons. If this does happen, restart your PC and you should just have the one.

Billing

A12. How do I get help with my billing enquiries?

Please check your bank statement to find out if you are billed by BT Yahoo! or Click&Buy. If you pay for your BT NetProtect service via BT Yahoo!, then please ring 0870 240 3349, calls charged at National Rate, if you are billed by Click&Buy please check your "My account" at www.btclickandbuy.com for payment information or alternatively email support@btclickandbuy.com or call 00800 254 25289.

Technical Information

A13. What is the Minimum Operating System?

This software is compatible with:

• Windows XP Home/Professional Edition
  256 MB of RAM Minimum
  300 MHz or higher processor
• Windows 2000 Pro with SP3 or greater
  128 MB of RAM Minimum
  300 MHz or higher processor
• REQUIRED FOR ALL INSTALLATIONS

* 325 MB of hard disk space and * Internet Explorer (minimum version 5.5 required)

A14. How do I know what Operating system and specification my PC is?

To find out the specification of your PC: ( you may wish to print this off)

• 1. Go to the lower left corner of your screen and click on Start, then on Run, in this window type: MSINFO32.exe , then click Okay. A new window will open and it will show your system information on the right hand side.
• 2. Your computers operating system is listed as "OS Name".
• 3. Your computers RAM is listed as "Total Physical Memory" and it can be listed as Kilobytes (KB), Megabytes (MB) or Gigabytes (GB). The first few numbers are your RAM, example: - "128,832 KB" is approximately 128 MB of RAM.
• 4. Your computers CPU is listed under "Processor", ex: - "3 Genuine Intel ~497 MHz" is an Intel Pentium III 497 MHz processor.

A15. How do I get technical support?

BT NetProtect is backed by expert technical support. There is a different number for any billing enquires, see below. If the FAQ's do not answer your question, then you can contact the Helpdesk by calling 0870 240 3349. Calls are charged at national rate.

A16. Which computer operating systems are compatible with BT NetProtect?

BT NetProtect is compatible with:

• Windows 98/ME (needs at least 32 MB RAM)
• Windows NT (needs at least 64 MB RAM)
• Windows 2000 and XP (needs at least 128 MB RAM)

With all operating systems, please allow 7MB of disk space. Please note this software is not suitable for Mac users.

A17. Which instant messenger programs are supported by BT NetProtect?

The following instant messenger clients are supported for virus, worm, and spyware protection:

• AOL^® Instant Messenger - minimum version 4.7 required
• Yahoo!^®Instant Messenger - minimum version 5.0 required
• MSN^® Messenger - versions 4.6, 4.7, 6.0 and higher (MSN 5.0 is not supported)
• Windows^® Messenger - minimum version 4.7 required

How BT NetProtect works

A18. How does BT NetProtect work?

BT NetProtect Service is provided by Norton's Anti Virus and Personal Firewall 2006. Once you have registered for the service, you download the software onto your PC and install it, leaving your PC in a "ready to use", protected state. BT NetProtect offers an excellent level of protection against viruses - whether they are hidden in e-mails, files you download from the Internet or contained on floppy disks or CD's that you insert into your PC. BT NetProtect also guards your PC all the time you are connected to the internet by deploying advanced intruder detection and firewall software. Not only are the vulnerable ports on your connection closely monitored, but BT NetProtect also analyses all IP traffic to ensure that you are even protected from hackers who are using covert techniques such as hybrid threats.

A19. Why does BT use the Norton products?

Norton is a world renowned brand and extremely powerful piece of software but yet unlike most Anti-Virus and Firewall applications it is very simple to use offering you all the protection you need without getting bogged down in complicated configurations.

A20. How does BT NetProtect differ from Free products that we often see on the internet or get free with new PC's?

BT NetProtect has been developed with BT customers in mind and designed to meet your security needs. Other similar anti-virus and firewall software may offer some of the features of BT NetProtect, but we think this package is the best Internet security package for BT from both a competitive cost and top quality product perspective. When comparing other products it's also worth considering the overall cost on an ongoing basis and the fact that BT NetProtect has no version number because it is always the latest version - most comparable products have an annual revision which you have to pay for. They all require you to go and get any updates. BT NetProtect also offers a fully trained helpdesk for both billing and technical enquiries.

A21. How often is BT NetProtect updated?

BT NetProtect will normally check for updates every day. If you are permanently connected to the Internet, then BT NetProtect will usually check for updates every 24 hours. If you connect to the Internet less frequently than once a day, then BT NetProtect will check for updates when you next connect. Narrowband (dial up) customers should ensure that they remain online long enough for the updates to be downloaded to their PCs.

A22. What happens when BT NetProtect finds a virus on my PC?

On discovery of a virus, the Norton Anti Virus element of BT NetProtect will take immediate action and attempt to disinfect the affected file with the corresponding anti-virus. Norton AntiVirus will either clean, delete or quarantine the infected file. No user intervention is required.

A23. What Happens when BT NetProtect detects an intruder trying to access my PC?

The Norton Firewall element of BT NetProtect is constantly monitoring all IP traffic to safeguard your PC from unauthorised intrusion. Should it discover an attack, then Firewall will attempt to block the hacker and record details. If necessary, you will be notified of this by automatic notifications.

A24. How do I know my BT NetProtect virus-scanner is up to date?

BT NetProtect software checks it has the latest virus and security information by automatically contacting our central web-based database every day or whenever you connect to the Internet. If new information is available it will automatically download and install the updates. This is normally done in the background, without interrupting you. You can also perform a manual update at any time.

A25. Does BT NetProtect work over both Narrowband and Broadband?

BT NetProtect service works with both narrowband (dial-up) and Broadband access methods. Once you have subscribed to the service and downloaded the software, BT NetProtect runs in the background on your PC. It only needs to access the web to receive updates on viruses and hacking codes; it will do this whenever you connect to the Internet, but requires very little bandwidth to do so and it will normally perform this task without interfering with your PC activity.

A26. How much does BT NetProtect cost?

BT NetProtect costs £3.50 per month, this is billed for at the same time each month that you subscribe to the product

A27. How long is my contract period?

When you subscribe to BT NetProtect, we will bill you that day £3.50, this is for one months service. For this you will get a full months service for one PC. On the anniversary day of the next month, we will again charge you £3.50 for the following month. It is up to you to let us know when you require us to stop this service by giving BT notice. Once notified we will not bill you again. No refunds will be given. Therefore this is no minimum contract period.

A28. If my PC gets infected or hacked while using BT NetProtect will I get my money back?

No. In keeping with most software packages, when you subscribe to BT NetProtect you agree to our Terms and Conditions and to the End User License Agreements which specifically state that neither BT or its suppliers can be held responsible for any liability resulting in the use, or misuse of the software.

Internet security

A29. Why would hackers be interested in my PC?

It's easy to think that hackers are only interested in corporate business networks and gaining access to important information. However there is a growing trend for hackers to select "easy targets" for their own personal gain. A hacker gaining access to your PC could soon ascertain many personal details about you, such as name, address, bank account and credit card details - enough information to enable fraudulent activity. A more sinister aspect worth considering is that if a hacker gains control of your PC he can use your hard disk drive to store files and information; these could be of an illegal nature. Gaining control of your PC could also allow a hacker to use your PC to hack other people, or initiate "denial of service attacks" - all behind the apparent mask of your PC.

A30. Why should I bother with Internet Security?

While there is no obligation for you to consider Internet Security, it is in your own interest to ensure your PC is adequately protected from virus and hackers. In the same way that you would protect your home or car from burglary or theft you should at least consider the implications of not protecting your PC while you are surfing the Internet.

A31. Why do I still need a firewall if I use a hardware firewall on my router?

In addition to a hardware based firewall as provided by a router, a software firewall solution should be installed on the your PC. This will provide an additional layer of security. A software firewall, can check to make sure that programs running on your PC are safe to do so, thus preventing unauthorised programs from running an accessing the internet. This will not happen with a Hardware firewall.

A32. What's a Firewall?

A Firewall is a piece of software designed to limit access to and from your PC to the Internet. Your access to the Internet contains lots of channels, or ports; each of these is a communication path to and from your PC. A firewall can limit the IP traffic that is allowed to pass through each port.

A33. What's Anti-Virus?

Anti-Virus is software that scans files on your PC to check for known viruses. If it finds any viruses it will try and eradicate the virus with an anti-virus or vaccine. It will normally advise you if it has detected any viruses and offer advice on what to do.

A34. What is a virus, trojan or worm?

A virus is just a computer program. Like any other program, it contains instructions that tell your computer what to do. But unlike an application, a virus usually tells your computer to do something you don't want it to, and it can usually spread itself to other files on your computer - and other people's computers.
If you're lucky, a virus will execute only a benign "personality quirk", such as causing your computer to make seemingly random bleeps. But a virus can be very destructive; it could format your hard drive, overwrite your hard drive boot sector, or delete files and render your machine inoperable.
Computer viruses are the "common cold" of modern technology. They can spread swiftly across open networks such as the Internet, causing billions of pounds worth of damage in a short amount of time. It is almost inevitable that if use surf the internet and receive emails, then you will pick up a virus unless you have protected software like BT NetProtect. Viruses have been developed into various types, such as Worms and Trojans; these are all malicious code designed to disrupt your PC, or help hackers take control of information held on your hard disk.

Upgrade & Migration Help

A35. How do I uninstall the old product and install the new BT NetProtect (Norton version)?

Customer Scenarios

• BT NetProtect customers who have BT Broadband Options 2 & 3 are entitled to an inclusive security pack (Yahoo Online Protection provided by Norton).
• BTNetProtect customers on Options 1 and Narrowband (and standalone customers with no other relationship with BT) will be advised via email and online that their product is changing. Customers need to uninstall their existing BTNetProtect and reinstall the new Norton products.

Un-install of Black Ice Firewall:
There are two methods that enable the removal of the ISS Black Ice Firewall.

Procedure 1:
Copy this link into the address bar of your Internet Explorer browser:

• http://blackice.iss.net/update_center/BIRemove.exe

This will automatically start the download of the un-installation program for Black Ice.

• It will ask you to select the destination for the file, please select your desktop and press "Save".
• Within Desktop screen you will see the BIRemove.exe file. Double click on this and click "run".

When Black Ice is removed it will leave two new notepad files. Black Ice is now removed

Procedure 2:
(If the below does not work try the same steps in safe mode F8 on boot)

• Double click on the My Computer Icon, that is typically located on the Desktop,
• Double click on the Local Disk C Drive.
• Double click on the Program Files,
• Double Click on the ISS folder,
• Double click on the Black Ice folder,
• With in this Directory you will find a Files named AgentRemove.exe
• Double click on this file - Black Ice is now removed.

Un-installation of EZ Anti-virus: There are two options to uninstall:

• Click on Start> Program Files> Etrust Armour> Uninstall
• Go to Add/Remove programs within the Control Panel and select the EZ AV.

If customers experience difficulties they are advised to call the technical helpdesk (0870 240 3349)

Cancellation of Netprotect - Billing

BTOpenworld billed customers
Customers should contact the BTNetProtect helpdesk (0870 240 3349) who will cease the service.

BTclick and Buy customers
Customers should contact Click and Buy (00800 254 25289) to stop the service/billing, or customers can log into their Click and Buy "My account" area and stop the service under their subscription via www.btclickandbuy.com