Security - FAQ

For technical support on TELUS eProtect software, visit the TELUS Knowledge base, which includes:

• A search engine
• A list of top known issues
• Links to articles
• An incompatibilities list
• The ability to print or e-mail answers and solutions.

Common questions related to set-up are listed here:

1. How do I activate my TELUS eProtect features?
2. What is my TELUS eProtect username and password?
3. Why does TELUS eProtect not accept my username and password?
4. How do I make TELUS eProtect work on my home network?
5. Is the new Windows Vista™ software compatible with TELUS eProtect?

1. How do I activate my TELUS eProtect features?

   A welcome e-mail will be sent to you containing instructions on how to activate your service.

   Download and installation instructions are also available online.

2. What is my TELUS eProtect username and password?

   You have two different kinds of passwords:

   • Your TELUS eProtect username and password

     This is provided to you when you sign up for TELUS eProtect. Use this username to install the security software during the installation wizard process. You will need a separate TELUS eProtect username and password for each PC you want protected.

     Keep these usernames handy for when you want to add or cancel TELUS Internet Security services. If you forget your TELUS Internet Security username, check the security options under your accounts.

   • Your TELUS Internet Security administrator username and password

     Protect information on your TELUS eProtect software with your administrator username and passwords. They help:

     • Set up your parental control schedule and settings.
     • Hide your keyword list.

     Without your TELUS Internet Security administrator password you cannot exit or use TELUS eProtect features. If you have forgotten your administrator password, please visit Zero-Knowledge's Freedom Knowledge Center for information on how to reset it. Enter "password" in the search field.

     To change your TELUS Internet Security administrator username or password, select the "General" option, and then select "Password". You must know the existing password to make a change.

3. Why does TELUS eProtect not accept my username and password?

   There are a few situations where TELUS eProtect software may not recognize your username and password.

   • If you are using one PC and one TELUS eProtect feature

     Ensure you use the TELUS eProtect usernames and passwords.

     • If you ordered online, you selected a TELUS eProtect username and password for your services.
     • If you ordered by calling 310-4NET, you selected a TELUS eProtect username and password with one of our customer services reps.
     • If you ordered via telemarketing or a retail store, you would have requested a TELUS eProtect username and password. Afterwards, you should have received a "welcome e-mail" that included your TELUS eProtect username and password.
     • Ensure you correctly typed your TELUS eProtect username and password in the user interface.
     • Ensure that your TELUS eProtect subscription is still active with TELUS. Visit "your accounts" to confirm.
     • Ensure you are trying to set up the right security feature. For example, a subscription to TELUS Firewall will not work if you are trying to set up Parental Control service.
     • Ensure you are using the version of the TELUS eProtect software that you downloaded from TELUS. If you obtained your software somewhere else (e.g. a free trial loaded on your new PC when you bought it), it will not work with TELUS. Reload TELUS eProtect software.

   • If you are using two or more TELUS eProtect feature on one PC

     • The security software is looking for a single TELUS eProtect username and password on the same PC. If you ordered your security products at different times, you may have received different usernames and passwords for each of them. If you do have different usernames for your security subscriptions, please call 310-4NET (4638) to set up all of your security subscriptions under the same username.
     • If you have a single TELUS eProtect username and still cannot get TELUS eProtect to activate one or more services on the same PC, refer to our troubleshooting guide.

   • If you are using TELUS eProtect features on two or more PCs

     • If you want to protect other PCs with TELUS eProtect software, you need additional subscriptions. Please visit your accounts or call 310-4NET (4638) to order additional subscriptions.
     • If you have two subscriptions for the same security service, and would like to load each on different PCs, then remember which PC is using which TELUS eProtect username and password.
     • If each PC uses its own TELUS eProtect username for its security subscriptions, and you are still having troubles, refer to our troubleshooting guide.

4. How do I make TELUS eProtect software work on my home network?

   • If you connect your computers in a local network, you may use a "switch", "hub" or "router".
   • Your "router" may come with a hardware firewall. Note that software firewalls provide extra protection and additional features not available on the hardware firewall.
   • "Switches" and "hubs" typically will not have a hardware firewall.
   • You need a separate subscription for Anti-Virus and Parental Control for all your PCs that require protection.
   • Download and activate TELUS eProtect software on each PC separately. Each PC will require its unique TELUS eProtect username along with its own subscription. You can't use the same TELUS eProtect username on other PCs for additional security services.

5. Is the new Windows Vista™ software compatible with TELUS eProtect?

   • Yes, TELUS eProtect is compatible with Windows Vista™.