Security - troubleshooting

For technical support on TELUS eProtect software, visit the TELUS Knowledge Centre, 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.

Otherwise, follow these troubleshooting steps to solve common TELUS eProtect problems.

  1. You're unable to install/uninstall TELUS eProtect software.
  2. You're unable to activate TELUS eProtect software.
  3. You're unable to open web pages.
  4. You're unable to remove infected files.

  1. You're unable to install/uninstall TELUS eProtect software

    Step 1: Check administrator access

    1. In order to successfully install TELUS eProtect software, you must have administrator privileges on your computer.
    2. If you do not have administrator access, please contact your computer's administrator for assistance.

    Step 2: Check for another security program

    1. Although it may seem as though having multiple anti-virus or security programs on your PC would improve protection, the presence of two different security programs may cause conflicts. These conflicts may jeopardize the protective capabilities of the software and could considerably slow down your computer.
    2. Make sure to uninstall any other security software prior to installing TELUS Security software.

    Step 3: Run the Microsoft and TELUS eProtect Cleanup utilities (to uninstall)

    TELUS eProtect Cleanup Utility

    1. Open TELUS eProtect.
    2. Click the TELUS eProtect services menu.
    3. Choose Shutdown.
    4. Download the cleanup utility.

      Download TELUS eProtect Cleanup Utility.

      Ensure you choose to Save rather than Open when you download the software. It is also recommended you save the file to your Desktop to allow you to find it more easily after it has completed downloading.

    5. Double-click the FreedomCleanup.exe file you just downloaded.
    6. Follow the instructions to remove all the TELUS Privacy and Security Suite software from your computer.

    Microsoft Cleanup Utility

    If you already have a copy of TELUS eProtect installed, please run the Cleanup Utility to remove the old software before you install the new software.

    1. Download the Microsoft Cleanup Utility. Ensure you choose to Save rather than Open when you download the software. It is also recommended you save the file to your Desktop to allow you to find it more easily after it has completed downloading.

      Download the Microsoft CleanUp Utility (Win 98/ME/2K/XP)

    2. Double-click the installer you just downloaded and follow the instructions.
    3. Once the cleaner is installed click Start, choose Programs, click Windows Install Clean Up.
    4. A list of programs will appear. TELUS eProtect or Freedom should be on that list, possibly more than once.
    5. For each entry of TELUS eProtect or Freedom, select it and click Remove to remove it from your computer.

    Note: If you want to know more about the Windows Install Cleanup utility, please visit Microsoft's Website:

    http://support.microsoft.com/default.aspx?scid=kb;en-us;290301.

    Step 4: Download the latest version of TELUS eProtect

    1. Try downloading the most recent version of TELUS eProtect software from the mytelus.com site.

      Ensure you choose to Save rather than Open when you download the software. It is also recommended you save the file to your Desktop to allow you to find it more easily after it has completed downloading.

  2. You're unable to activate TELUS eProtect software

    Step 1: Ensure you are subscribed to TELUS eProtect

    1. Log in to your accounts.
    2. Check your account for TELUS eProtect features.
    3. If you do not have TELUS eProtect features, click TELUS eProtect link under "Order TELUS Products" in the right column.
    4. If you do have TELUS eProtect features, click View details / modify to see which features you're subscribed to.
    5. If you are not subscribed to the feature you are trying to use, click Order a new security subscription.

    Step 2: Close TELUS eProtect and reopen it

    1. Open TELUS eProtect.
    2. Click the TELUS eProtect services menu.
    3. Choose Shutdown.
    4. Restart TELUS eProtect by double clicking the TELUS Security & Privacy icon on your desktop.
    5. Choose the feature from the left menu you are trying to access. If the feature still shows as inactive proceed to step 3.

    Step 3: Download and run the cleaner

    1. Download the DatRemoverPlus file.

      Ensure you choose to Save rather than Open when you download the software. It is also recommended you save the file to your Desktop to allow you to find it more easily after it has completed downloading.

    2. Double click the DatRemoverPlus.exe file you just downloaded, to run the program.
    3. Once the procedure has completed, click OK and TELUS eProtect will start up automatically.

    Step 4: Complete the setup wizard

    1. After TELUS eProtect starts the Setup Wizard will appear. Click Next.
    2. On the second page, press Next again, this will allow you to proceed to the Activation process.
    3. Please wait a few seconds, *do not* press Finish yet. An activation screen should pop-up.
    4. When the activation screen appears, enter your username and password and wait for the confirmation.
    5. Once you are notified the activation is complete, you may press Finish.
    6. Your services should be activated.

  3. You're unable to open web pages

    Step 1: Check for another security program

    1. Although it may seem as though having multiple anti-virus or security programs on your PC would improve protection, the presence of two different security programs may cause conflicts. These conflicts may jeopardize the protective capabilities of the software and could considerably slow down your computer.
    2. Make sure to uninstall any other security software prior to installing TELUS Internet Security software.

    Step 2: Check Ad Manager preferences

    Ensure Ad Manager is not configured to block the entire domain (ie: mytelus.com).

    1. Open TELUS eProtect.
    2. Click Pop-Up Blocker from the left menu.
    3. Ensure Enable Ad Manager is selected.
    4. Click Ad Manager Preferences.
    5. Search for the entry by domain (ie: mytelus.com).
    6. Select the entry and click Delete.
    7. If you're still unable to open the Web page try disabling the Ad Manager completely.

    Step 3: Check Keyword Alert preferences

    Ensure Keyword Alert is not set to block your Web page.

    1. Open TELUS eProtect.
    2. Click Keyword Alert from the left menu.
    3. Ensure Enable Keyword Alert is selected.
    4. Click Preferences.
    5. Check the Keyword List for any words which may be stopping you from viewing the Web page.
    6. Select the word and click Delete.
    7. If you're still unable to open the Web page try disabling the Keyword Alert completely.

    Step 4: Check Parental Control preferences

    If a Site Restricted warning pops up when you're trying to access a particular Web site this means it has been blocked by TELUS Parental Control. To allow access to this site:

    1. Open TELUS eProtect.
    2. Click Parental Control from the left menu.
    3. Check to see if Enable Parental Control is selected.
    4. Click Preferences.
    5. Check to see if the Web site you're trying to access is listed in "Other Web sites I want to block".
    6. Select the domain (ie: mytelus.com) and click Delete.
    7. If you're still unable to open the Web page try disabling Parental Control completely.

    Step 5: Check Firewall rules

    Ensure TELUS Personal Firewall hasn't been set to block Web pages.

    1. Open TELUS eProtect.
    2. Click Firewall from the left menu.
    3. Ensure Enable Firewall is selected.
    4. Click Internet Access Rules.
    5. Look for your Web browser, such as Internet Explorer, and verify if the Action is set to Allow or Block.
    6. If your Web browser is set to Block, select it from the list and click Customize Rules...
    7. Select Allow from Rule Actions.
    8. Click OK.
    9. If you're still unable to open the Web page try disabling the Firewall completely.

    Step 6: Shutdown TELUS Internet Security Software

    If you're still unable to view any Web pages try shutting TELUS eProtect off completely.

    1. Open TELUS eProtect.
    2. Click the TELUS eProtect services menu.
    3. Choose Shutdown

  4. You're unable to remove infected files

    Step 1: Update your virus definitions

    Ensure your TELUS Anti-Virus definition file is current and up to date.

    1. Open TELUS eProtect.
    2. Click Anti-Virus from the left menu.
    3. Click Update Preferences.
    4. Click Update Anti-Virus now.
    5. It is recommended you set your Automatic Update to Automatic.
    6. Click Done.

    Step 2: Scan your computer for viruses

    1. Open TELUS eProtect.
    2. Click Anti-Virus from the left menu.
    3. Click Scan Now.
    4. Select the drives you want to scan.
    5. Choose Disinfect from the drop down menu.
    6. Click Scan for Viruses Now.

    Step 3: Download and run the TELUS eProtect QuickScanner

    TELUS eProtect QuickScanner is the name for a small and downloadable utility designed to remove viruses, Trojans and worms.

    1. Download the QuickScanner.

      2. Ensure you choose to Save rather than Open when you download the software. It is also recommended you save the file to your Desktop to allow you to find it more easily after it has completed downloading.

      Note: You must have compression software installed on your computer in order to open this file.

    2. Double-click the Freedom QuickScanner zip file you just downloaded.
    3. Double-click Freedom QuickScanner.exe.

      You will be prompted to enter a password. The password is 123456.

    4. Click Start.

      IMPORTANT

      • Windows 2000 and XP users must be logged into their computer as an administrator.
      • Windows XP and Windows ME users must temporarily disable the System Restore.

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