Anti-virus FAQ
Anti-virus FAQ
How much free hard disk space will I need?
You will need 30MB of hard disk space free.
What is the size of the download?
The download is approximately 12MB. This will take an average of 25 minutes to download with a 56k modem and around one minute with a broadband connection.
What operating system do I need?
Our software is designed to run on all current Microsoft Windows platforms, including Vista and late versions of Windows95, Windows98/SE/Me and Windows NT4/2000/XP
If you have recently upgraded to Windows Vista you can download an upgrade for your anti-virus by clicking here.
What do I need to do before installing the program?
Make sure you have removed any other anti-virus or firewall software. Supanet anti-virus should never be run in conjunction with other anti-virus software or firewalls as it will lead to problems.
You will also need to be logged in as an Administrator if you are using Windows NT4/2000/XP.
How do I install Supanet anti-virus?
Save the install file to a memorable location on your computer such as the C: drive. When the download has completed, double click on the file and the install will commence.
When the installation program asks for the authentication key, enter this and proceed with the installation.
I have installed Supanet anti-virus when I had somebody else's anti-virus software on my computer. Now my computer will not start. What should I do?
You will need to uninstall other anti-virus software before installation.
This is because different products may "quarrel", as they often want to scan the same files at the same time. This may cause your PC to show some unpredicted and unwanted behaviour.
If you experience this problem on Windows 98, XP, Me or 2000 you may have to start your computer in safe mode to be able to uninstall one of the conflicting anti-virus products.
To start the computer in safe mode, press F8 during boot, before Windows starts loading.
How do I disable the firewall?
Select the Norman icon (the small N) in the system tray and then personal firewall. Enter your password if you are using one, and click 'Turn Engine 0ff'.
Alternatively, you can select the firewall icon in the system tray, then settings, and follow the same procedure.
I think I have allowed/denied something by mistake. How can I check this?
Go to the firewall console (you may be prompted for your password). Select the security icon on the left hand side, then the ‘rules’ button - this will list the current rules. You can also go to the predetermined rules.
From within these screens you can the check the status of all of your rules. You can then select a rule and modify or delete it.
You can also add new rules at this screen. It is worth reviewing these rules periodically to make sure they are still required.
What is "file changed detection"?
When an application that connects to the internet is changed, you will be asked to confirm if you have updated or changed the application.
Some applications like Norman Virus Control and Norman Internet Control (NIU.EXE) have auto-update options.
Keep these in mind when answering questions concerning updates or changes in applications.
We recommend that you keep a list of applications that should be allowed to update automatically.
Do I have to restart after update?
When upgrading Norman Internet Control, from version 5.6 to version 5.7 for example, the upgrade will require that you restart your computer three times.
Even though some of the restart dialogues offer you to restart later, you must do the restarts in order to regain access to the internet after a firewall update.
How do I cancel my Supanet anti-virus subscription?
You can cancel your Supanet anti-virus subscription by giving us 30 days notice. Please see the cancellations page for details on how to contact us.
Who do I contact if I'm having problems with the installation?
If you have any technical or set-up issues with this product, please contact our support team on 0870 830 3291. Calls to this number are charged at the national rate. Lines are open Monday to Friday, 9am to 6pm.