User’s Guide
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Contents
Chapter 1
Installation
System requirements ......................................................... 5
After installation ................................................................14
Chapter 2
Chapter 3
Feature summary
Security protection features ...........................................22
Ad blocking features .........................................................27
Getting started
Start Norton Internet Security from the Internet
Explorer toolbar ........................................................30
About the main window ...................................................31
Activate your product .......................................................33
Temporarily turn off security protection .....................35
Turn off Auto-Protect temporarily .................................37
Turn off spam filtering .....................................................39
Chapter 4
Responding to emergencies
What to do if a virus is found .........................................42
If Norton AntiVirus cannot repair a file ......................43
Look up viruses on the Symantec Web site ................44
If your product won’t install ...........................................45
If your computer won’t start ...........................................46
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4
Contents
Create Emergency Disks .................................................47
If you need to use Emergency Disks ............................48
Chapter 5
Frequently asked questions
Explore the Symantec service and support
Web site ......................................................................49
How can I find the version number? ............................49
If you need to uninstall ....................................................50
Troubleshoot virus and threat protection ....................51
Troubleshoot security protection ...................................55
Troubleshoot Norton AntiSpam .....................................62
Troubleshoot Ad Blocking ...............................................65
Troubleshoot LiveUpdate .................................................66
Service and support solutions
Index
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Installation
1
Before installing, take a moment to review the system
requirements.
System requirements
To use Norton Internet Security, your computer must
have one of the following Windows operating systems
1
installed:
1
1
1
1
1
Windows 98/98SE/Me
Windows 2000 Professional
Windows XP Professional/Home Edition
Windows XP Tablet PC Edition
Windows XP Media Center Edition
Installation of Norton Internet Security is not supported
on Windows 95/NT 4.x, Macintosh, Linux, the server
versions of Windows 2000/XP computers, or Windows
XP 64-bit edition.
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6
Installation
System requirements
Your computer must also meet the following minimum
requirements.
Operating System Requirements
Windows 98/98SE
1
1
1
1
1
133-MHz or higher processor
96 MB of RAM
200 MB of available hard disk space
Internet Explorer 5.5
CD-ROM or DVD-ROM drive
Windows Me
1
1
1
1
1
150-MHz or higher processor
128 MB of RAM
200 MB of available hard disk space
Internet Explorer 5.5
CD-ROM or DVD-ROM drive
Windows 2000
Professional
1
1
1
1
1
133-MHz or higher processor
128 MB of RAM
200 MB of available hard disk space
Internet Explorer 5.5
CD-ROM or DVD-ROM drive
Windows XP
Home/
Professional/
Tablet PC/Media
Center Editions
1
1
1
1
1
300-MHz or higher processor
128 MB of RAM
200 MB of available hard disk space
Internet Explorer 5.5
CD-ROM or DVD-ROM drive
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Installation
7
System requirements
Supported email and instant messenger
programs
Norton Internet Security adds security features to the
following email and instant messenger programs.
Feature
Supported programs
Norton AntiSpam
integration
Most POP3 email programs, including:
®
®
1
1
1
1
1
1
Microsoft Outlook Express 5.5 and later
Microsoft Outlook 2000/XP/2003
®
Eudora 5.0 and later
®
Netscape Messenger 4.x
Netscape Mail 6.0/P
Yahoo! Mail and Yahoo! Mail Plus on the Web
Not compatible with the following email clients and
protocols:
1
1
1
1
AOL
Lotus Notes
IMAP
POP3 clients that use SSL (Secure Sockets Layer)
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8
Installation
System requirements
Feature
Supported programs
Most POP3 and SMTP email programs, including:
Norton AntiVirus
email scanning
1
1
1
1
1
Microsoft Outlook Express 4, 5, 6
Microsoft Outlook 97/98/2000/XP/2003
Netscape Messenger 4
Netscape Mail 4, 6, 7
Eudora Light 3, Eudora Pro 4, Eudora 5, Eudora 6.0,
Eudora 6.0J
1
1
1
1
1
1
Pegasus 3
IncrediMail XE
Becky! Internet Mail 1.x, 2.0
AL-Mail32 1.11
Datula 1.x
PostPet 2.1, 2.06, 3.0
Norton AntiVirus does not support the following email
clients and protocols:
1
1
1
1
1
AOL
IMAP
POP3s with Secure Sockets Layer (SSL)
Web-based email such as Hotmail and Yahoo! Mail
Lotus Notes
Norton AntiVirus
instant messaging
scanning
1
1
1
1
AOL Instant Messenger 4.7 or later
Yahoo! Messenger 5.0 or later
Windows Messenger 4.7 or later
MSN Messenger 4.6, 4.7, 6.0 or later
Version 5.0 is not supported.
Privacy Control
instant messaging
scanning
1
1
AOL Instant Messenger, version 4.3 or later
MSN Messenger and Windows Messenger, version 4.6
or later
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Installation
9
System requirements
About encrypted email connections
Norton Internet Security does not support email
connections that use Secure Sockets Layer. Secure
Sockets Layer (SSL) is a Netscape protocol designed to
provide secure communications on the Internet. If you
use an SSL connection to access your email, you are not
protected by Norton Internet Security.
To send email messages through SSL connections, turn
off Privacy Control and Norton AntiSpam.
In Norton AntiVirus, you must turn off incoming and
outgoing email protection.
To send email through SSL
1
In the main window, click Privacy Control.
2
In the lower-right corner of the window, click Turn
Off.
3
In the main window, double-click Norton AntiSpam.
4
In the lower-right corner of the window, click Turn
Off.
5
In the main window, click Options > Norton
AntiVirus.
w
If you set a password for Options, Norton Internet
Security prompts you for the password before you can
continue.
6
7
In the Options window, click Email.
Uncheck Scan incoming Email (recommended).
Uncheck Scan outgoing Email (recommended).
Click OK.
8
9
10 Resend your email.
Compatibility with other software and hardware
Norton Internet Security works well with Symantec
pcAnywhere and most routers, Internet connection
sharing programs, and popular VPNs.
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10 Installation
System requirements
Symantec pcAnywhere
You should have no problems using Symantec
pcAnywhere as either a client or host with Norton
Internet Security. For maximum protection, if you run a
Symantec pcAnywhere host, edit the rule to limit its use
to only the computers with which you use it. Symantec
pcAnywhere passwords are also necessary for maximum
security.
Routers
Norton Internet Security adds to the protection provided
by the router. In some cases, you might want to reduce
the protection provided by the router so that you can use
programs like NetMeeting or MSN Messenger. Norton
Internet Security also provides features that might not be
available with cable and DSL routers, such as privacy
protection.
Internet connection sharing programs
For basic protection, install Norton Internet Security on
the gateway computer. For maximum protection against
Trojan horses or other problem programs that initiate
outbound communications, install Norton Internet
Security on all computers that share the connection. You
must have a license for each copy of Norton Internet
Security that you install.
Virtual Private Networks
Norton Internet Security works with the following Virtual
Private Networks (VPNs):
1
1
1
1
1
1
Symantec Enterprise VPN
Symantec Gateway Security
Nortel
VPNremote
PGP
SecureRemote
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Installation 11
Before installation
With most VPNs, when the VPN client is active, you
cannot see the Internet or other computers on your local
network. You can see only what is available through the
VPN server to which you are connected.
Before installation
See “Create
Emergency Disks”
on page 47.
Before you install Norton Internet Security, prepare your
computer. If your computer cannot start from a CD,
create Emergency Disks.
Prepare your computer
Quit all other Windows programs before you install
Norton Internet Security. Other active programs may
interfere with the installation and reduce your protection.
If you have a recent version of Norton Internet Security
Professional, Norton Internet Security, or Norton
Personal Firewall, the installer can import and use your
antispam training settings. If you have an older version
of these products, the installer prompts you to remove
the older version.
You must also uninstall any antivirus programs that are
installed on your computer. For more information, see
the user documentation that came with the programs.
If you’re using Windows XP
Windows XP includes a firewall that can interfere with
Norton Internet Security protection features. You must
turn off the Windows XP firewall before installing Norton
Internet Security.
To turn off the Windows XP firewall
1
On the Windows XP taskbar, click Start > Control
Panel.
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12 Installation
Install Norton Internet Security
2
In the Control Panel window, do one of the following:
2
In the default Category View, click Network and
Internet Connections, and then click Network
Connections.
2
In the Classic View, double-click Network
Connections.
3
Right-click the active connection icon, and then click
Properties.
4
In the Properties window, on the Advanced tab,
uncheck Protect my computer and network by
5
Click OK.
Install Norton Internet Security
You can install Norton Internet Security from a CD or
from a file that you download. If you have not already
done so, close all other Windows programs.
To install Norton Internet Security
1
Do one of the following:
See “If the opening
screen does not
appear” on
2
If you are installing from a CD, insert the CD into
the CD-ROM drive, and then, when the opening
screen appears, click Install Norton Internet
Security.
page 14.
2
If you downloaded your copy of Norton Internet
Security, double-click the file that you downloaded,
and then click Install.
2
3
In the Norton Internet Security Setup window, click
Next.
If prompted, read the License Agreement, and then
click I accept the License Agreement.
If you decline, you cannot continue the installation.
4
If product key text boxes are present, type the
product key for activation.
5
6
Click Next.
In the Pre-Install Scanner window, click Start Scan to
scan your computer for viruses before the installation.
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Installation 13
Install Norton Internet Security
If an infection is detected in an active program,
Norton AntiVirus may close it. Save all your data
before you begin.
7
Do one of the following:
2
If you want to end the scan, click Stop Scan.
If a virus is detected, for each file that you want to
delete, click Delete.
2
8
9
If you want to see the results of the scan, click View
Details, and then click OK to exit.
Click Next.
10 Select an installation type. Your options are:
Install Now
Custom
Install using the most common
settings. This is the best choice for
most users.
View an additional window that
will allow you to install without
accounts and Parental Control.
w
If you do not install these
features, you will have to use Add/
Remove Programs in the Windows
Control Panel to create accounts or
use Parental Control.
See “Customize your installation”
on page 14.
11 Click Browse to select a folder into which you want to
install Norton Internet Security, if it is other than the
default location.
12 Click Next.
13 Confirm the installation location, and then click Next
to install Norton Internet Security.
14 Do one of the following:
2
To restart your computer now, click Restart
Windows Now.
2
To restart your computer later, click Restart
Windows Later.
w
Your computer is not protected until you restart.
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14 Installation
After installation
15 Click Finish.
Customize your installation
During installation, if you select the Custom installation
type, you can select the component programs that you
want to install.
To customize your installation
1
Follow the Norton Internet Security installation
procedure to step 10, select Custom, and then click
Next.
2
In the Install Accounts and Parental Control window,
select whether you want to install Accounts and
Parental Control.
w
If you do not install these features, you will have to
use Add/Remove Programs in the Windows Control
Panel to create accounts or use Parental Control.
3
Click Next to continue installation at step 13.
If the opening screen does not appear
Sometimes a computer’s CD-ROM drive does not
automatically run a CD.
To start the installation from the Norton Internet
Security CD
1
On your desktop, double-click My Computer.
2
In the My Computer window, double-click the icon for
your CD-ROM drive.
3
In the list of files, double-click Cdstart.exe.
After installation
After Norton Internet Security is installed and you have
restarted your computer, the Configuration Wizard
appears.
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Installation 15
After installation
Use the Configuration Wizard
The Configuration Wizard lets you activate and register
Norton Internet Security and complete post-installation
tasks. You must be online to activate your product.
w
If you choose not to register the software by using the
Configuration Wizard or if registration fails for some
reason, you can register by visiting the Symantec Web
To use the Configuration Wizard
1
In the opening Configuration Wizard window, click
Next.
If you downloaded your copy of Norton Internet
Security, the License Agreement window appears.
2
3
Read the License Agreement, and then click I accept
the License Agreement, and then click Next.
If you decline, you cannot continue the installation.
In the Product Activation window, click Activate and
register your product now.
4
5
Click Next.
In the first Registration window, in the drop-down list,
select the Country/Region from which you are
registering.
6
7
If you would like information from Symantec about
Norton Internet Security, check the methods by which
you want to receive that information, type your email
address and/or your phone number, and then click
Next.
If you would like to receive postal mail from
Symantec, check the check box, and then type your
name and address.
8
9
Click Next.
In the Activation window, if product key text boxes
are present, type the product key for activation.
10 Verify that you are connected to the Internet, and then
click Next.
11 In the Activation Complete window, click Print key
to print a copy of the product key for your records,
and then click Next.
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16 Installation
After installation
12 In the Subscription window, review the subscription
information, and then click Next.
13 The Next Steps window lists the following post-
installation tasks that Norton Internet Security
automatically performs:
Run LiveUpdate
Ensures that you have the latest
virus protection
Run the Home
Network Wizard
Allows your computer to
communicate with other
computers on your network, if one
exists
Specify private
information
Identifies the information that you
want Privacy Control to protect
w
If the Use Norton Internet Security instead of Windows
Firewall check box and the Do not share Norton security
status with other products check box appear, Symantec
recommends that you leave them checked and use
Norton Internet Security to protect your computer.
14 Click Close to begin these tasks.
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Installation 17
For more information
For more information
The product documentation provides assistance for using
Norton Internet Security. You can find the information
that you need on your computer and on the Web.
Use online Help
Help is available throughout your Symantec product.
Help buttons and links to more information provide
assistance that is specific to the task that you are
completing. The Help menu provides a comprehensive
guide to all of the product features and tasks that you can
complete.
To use online Help
1
At the top of the main window, click Help & Support
> Norton Internet Security Help.
2
In the Help window, in the left pane, select a tab. Your
options are:
Contents
Index
Displays the Help by topic
Lists Help topics in alphabetical
order by key word
Search
Opens a search box in which you
can type a word or phrase
You can also print any topic in Help.
To print a topic in Help
1
In the Help window, click the Contents tab.
2
In the Contents list, select the topic that you want to
print, and then click Print.
3
Select whether you want to print only the selected
topic or the topic and all of the subtopics under it.
4
Click OK.
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18 Installation
For more information
Window and dialog box Help
Window and dialog box Help provides information about
the program. This type of Help is context-sensitive,
meaning that it provides help for the dialog box or
window that you are currently using.
To access window or dialog box Help
4
Do one of the following:
2
In the window, click any Help link.
2
In the dialog box, select Help or More Info.
Access the User’s Guide PDF
The Norton Internet Security User’s Guide is provided on
the CD in PDF format. You must have Adobe Reader
installed on your computer to read the PDF.
w
If you purchased this product as an electronic download,
Adobe Reader was not included. You must download it
from the Adobe Web site.
To install Adobe Reader from the CD
1
Insert the CD into the CD-ROM drive.
Click Browse.
2
3
4
5
6
In the CD window, double-click the Manual folder.
If applicable, double-click the Adobe folder.
Double-click the program file.
Follow the on-screen instructions to select a folder for
Adobe Reader and complete the installation.
Once you have installed Adobe Reader, you can read the
PDF from the CD.
To read the User’s Guide PDF from the CD
1
Insert the CD into the CD-ROM drive.
Click Browse.
2
3
4
Double-click the Manual folder.
Double-click the PDF.
You can also copy a User’s Guide to your hard disk and
read it from there.
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Installation 19
For more information
To read a User’s Guide from your hard disk
1
Open the location into which you copied the PDF.
Double-click the PDF.
2
Symantec products on the Web
The Symantec Web site provides extensive information
about all Symantec products. There are several ways to
access the Symantec Web site.
To access the Web site from the Help menu
4
Select the solution that you want. Your options are:
Help and Support Takes you to the product support
page of the Symantec Web site,
from which you can access the
knowledge bases and downloads
for your product.
Symantec Security Takes you to the Security Response
Response
page of the Symantec Web site,
from which you can update your
protection and read the latest
information about antithreat
technology.
More Symantec
solutions
Takes you to the Symantec Store
Web site, from which you can get
product information on every
Symantec product.
Within your Symantec product, the Reports page
contains a link to the Symantec online Virus
Encyclopedia, as does the Windows Explorer toolbar.
To access the Web site from the Reports page
1
In the main window, under Norton AntiVirus, click
Reports.
2
On the Reports page, click View Online Virus
Encyclopedia.
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20 Installation
For more information
To access the Symantec Web site from Windows
Explorer
1
Open Windows Explorer.
2
On the toolbar, on the Norton AntiVirus menu, click
View Virus Encyclopedia.
This option connects you to the Symantec Security
Response Web page, from which you can search for
information on all types of viruses.
To access the Symantec Web site in your browser
4
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Feature summary
2
Use the information in this section to familiarize yourself
with the product.
This section includes the following information:
1
A list of all of the features in the product
A brief description of each feature
1
The feature summary can help you determine which
feature to use to solve a problem. Read the feature
descriptions to locate the correct component to use.
See “Use online
Help” on page 17.
For more information on any of the features listed, see
the online Help.
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22 Feature summary
Security protection features
Security protection features
Norton Internet Security includes a suite of security tools
that help keep your computer safe from security threats
and privacy intrusions.
Security protection features include:
Personal Firewall
Protects your computer from Internet attacks, dangerous
Web content, port scans, and other suspicious behavior.
Intrusion
Detection
Scans each piece of information that enters and exits
your computer and automatically blocks any Internet
attacks.
Outbreak Alert
Notifies you of security threats affecting Internet users
worldwide and recommends actions to ensure that you
are protected.
Network Detector
Lets you customize security settings for different
networks. This makes it easy for mobile users who
connect to the Internet from the road to stay protected at
all times.
Internet Explorer
toolbar
Lets you customize security settings for individual Web
sites without leaving your browser.
Privacy Control
Alert Assistant
Parental Control
Gives you several levels of control over the kind of
information that users can send via the Web, email, and
instant messenger programs.
Helps you understand security issues, suggests how you
can resolve problems, and advises you on avoiding
future security problems.
Lets parents choose the Web sites and newsgroups that
their children can visit and the types of Internet
programs that children can use.
Password
protection
Protects Norton Internet Security options from
unauthorized changes.
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Feature summary 23
Virus and threat protection features
Virus and threat protection features
Norton AntiVirus provides comprehensive virus
prevention, threat detection, and repair software for your
computer. It automatically detects and repairs known
viruses. Norton AntiVirus detects viruses and other
potential risks in instant messenger attachments as well
as in email messages, Internet downloads, and other
files. Easy updating of the virus definitions over the
Internet keeps Norton AntiVirus prepared for the latest
threats.
Norton AntiVirus includes expanded threat detection of
both known and emerging threats, such as spyware and
other files that could put your computer at risk. Norton
AntiVirus also scans files inside of compressed files.
Norton AntiVirus continually monitors your computer
and protects it from known and unknown threats using
the following features:
Auto-Protect
1
1
Loads into memory when Windows starts, providing
constant protection while you work.
Checks for viruses every time that you use software
programs on your computer, insert floppy disks or
other removable media, access the Internet, or use
document files that you receive or create.
1
Monitors your computer for any unusual symptoms
that may indicate an active threat.
Automatic
LiveUpdate
Updates your program and virus definitions
automatically.
Compressed file
protection
Detects and repairs viruses inside of compressed files.
Email protection
Protects incoming and outgoing email messages,
preventing your computer and other computers from
infection.
Instant messenger Scans for and detects viruses in instant messenger
protection attachments.
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24 Feature summary
Virus and threat protection features
Bloodhound
technology
Detects new and unknown viruses by analyzing an
executable file’s structure, behavior, and other attributes
such as programming logic, computer instructions, and
any data that is contained in the file.
Password
protection
Protects Norton AntiVirus options from unauthorized
changes.
Norton QuickScan
Automatically runs once LiveUpdate updates your
computer with program updates and virus definitions.
Checks for infections that have processes running in
memory and infections that are referenced by start-up
folders and files.
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Feature summary 25
Spam filtering features
Spam filtering features
As email becomes more popular, many users are
receiving an increasing amount of the unsolicited
commercial email messages known as spam. Not only
does spam make it difficult to identify valid email
messages, some spam contains offensive messages and
images.
Norton AntiSpam incorporates several powerful features
to reduce your exposure to unwanted online content.
Integration with
email programs
Adds buttons to the toolbar in supported email
programs, if you choose
Allowed and
Blocked lists
1
Uses user-defined address list to expedite scanning
of email
1
1
1
Accepts all mail from Allowed list
Treats all mail from Blocked list as spam
Allows and blocks email from entire domains as well
as individual email addresses
Automatic import Automatically imports lists of addresses from supported
of addresses
email programs to keep your list of allowed email
senders in sync, if you choose
Self-training
1
1
Uses outgoing mail to refine spam definition
Adds the recipients of your email to the Allowed list,
if you choose
1
Prevents spammers from using your personal email
addresses to get around the spam filter
Custom spam rules Lets you identify email addresses and text that should
and should not be filtered
Yahoo! Mail and
Yahoo! Mail Plus
filtering
Moves spam email to a separate folder in your Yahoo!
email account
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26 Feature summary
Spam filtering features
Language filtering Blocks all email written in the language or languages
you specify
Automated update Updates copies of Symantec spam definition files
of spam
automatically (subscription required)
definitions
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Feature summary 27
Ad blocking features
Ad blocking features
Many Web sites are using more aggressive techniques to
draw attention to the ads on their pages. Some have
begun using larger, more prominent ads, while others
rely on ad windows that appear when you enter or leave
the site. Along with increasing the amount of time that it
takes to display Web pages, some ads contain offensive
content, cause software conflicts, or use HTML tricks to
open additional browser windows.
The following features can help you better control these
unwanted advertisements.
Ad blocking
Blocks ads based on user-defined criteria
Pop-up blocking
Blocks pop-up windows based on user-defined criteria
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28 Feature summary
Ad blocking features
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Getting started
3
This section contains information about starting your
Symantec product and the features that are available in
the main window.
It is not usually necessary to open your Symantec
product to benefit from the protection features that it
provides. Automatic features that are set during
installation provide you with basic protection.
Open your Symantec product to view status information,
customize option settings, perform basic tasks, and
temporarily disable automatic features.
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30 Getting started
Start Norton Internet Security
Start Norton Internet Security
Norton Internet Security protects any computer on which
it is installed. You do not have to start the program to be
protected.
To start Norton Internet Security
4
Do one of the following:
2
On the Windows taskbar, click Start > Programs
> Norton Internet Security > Norton Internet
Security.
2
On the Windows XP taskbar, click Start > All
Programs > Norton Internet Security > Norton
Internet Security.
2
2
On the Windows desktop, double-click the Norton
Internet Security icon.
In the Windows System tray, double-click the
Norton Internet Security icon.
In Windows XP, the system tray is called the
notification area.
Start Norton Internet Security from the
Internet Explorer toolbar
Norton Internet Security adds a button to the Internet
Explorer toolbar.
To start Norton Internet Security from the Internet
Explorer toolbar
4
On the Internet Explorer toolbar, click the Norton
Internet Security icon, and then click Configure
security settings.
w
You may not be able to access the Norton Internet
Security icon on the Internet Explorer toolbar, depending
on your computer’s configuration.
To display the Norton Internet Security button
4
In Internet Explorer, on the View menu, click
Toolbars > Norton Internet Security.
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Getting started 31
About the main window
About the main window
Use the main window to access program components, set
options, and access online Help.
To explore the main window
1
On the left side of the main window, select a category,
such as Statistics or Subscription Status.
A description or an expanded list of options appears
in the center of the window.
2
At the top of the main window, click a button. Your
options are:
Block Traffic/Allow Stops and starts all communication
Traffic
to and from your computer.
LiveUpdate
Starts LiveUpdate, where you can
update threat definitions, Norton
Internet Security, and any other
installed Symantec products.
Options
Customizes general features of
Norton Internet Security.
Help & Support
Accesses Help for Norton Internet
Security.
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32 Getting started
About the main window
3
Inside the main window, under Status & Settings,
click any of the feature names to see a brief
description of the feature and access configuration
options for the feature.
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Getting started 33
Activate your product
Activate your product
Product activation reduces software piracy and ensures
that you have received genuine Symantec software.
If you did not activate your product when first prompted,
you will receive an Activation Needed alert every day
until you activate the product.
w
You must activate your product within the time period
specified by the alert or the product will stop working.
You can activate your product from the Activation
Needed alert or from the Activation option on the Help
menu. Activation should take just a few minutes.
To activate your product from the Activation Needed
alert
1
In the alert, click Activate Now.
Click OK.
2
3
4
On the Activation screen, click Next.
On the Activation Successful screen, click Finish.
To activate your product from the Help menu
1
At the top of the main window, click Help and
Support > Activation.
2
3
On the Activation screen, click Next.
On the Activation Successful screen, click Finish.
If you have problems activating
If you cannot connect to the Symantec servers to activate
your product, first check to see if you have parental
control software or an ISP that might be blocking the
connection. If that doesn’t resolve the issue, you can
activate by phone.
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34 Getting started
Activate your product
Check for connectivity blocking
A connectivity problem can occur if you are using
parental control software or are using an ISP that
provides parental controls. If you suspect that parental
controls are blocking the connection, configure the
parental controls so that they do not block the activation
procedure. You will need to log in to your parental control
software as an administrator, or log in to the Internet
through your ISP as an administrator, to change your
configuration.
Activate by phone
If parental controls are not the problem, or if you cannot
reconfigure your parental controls to resolve the issue,
you can activate by phone.
To activate by phone
1
Disconnect from the Internet.
Attempt activation again.
2
3
After the connection fails (which could take a minute
or two), select Activate my software by phone, then
click Next.
4
Follow the prompts provided.
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Getting started 35
Temporarily turn off security protection
Temporarily turn off security protection
There may be times when you want to temporarily turn
off security protection. For example, you might want to
see if it is preventing a Web page from appearing
correctly.
Only Supervisor users can temporarily turn off security
protection. Child and Teenager users cannot turn off any
portion of the program.
w
Turning off security protection also turns off all of the
individual security features.
To temporarily turn off security protection
1
In the main window, click Security.
2
In the lower-right corner of the window, click Turn
Off.
3
In the pop-up window that appears, in the drop-down
list, select how long you want to turn off security
protection, and then click OK.
To ensure that your computer remains protected, you can
turn on security protection manually if you complete
your task before the time that you specified concludes.
To turn on security protection
1
In the main window, click Security.
2
In the lower-right corner of the window, click Turn
On.
If the Norton Internet Security icon appears in the
Windows system tray, you can use it to turn on and turn
off security protection.
To turn off security protection using the icon in the
Windows system tray
1
In the Windows system tray, right-click the Norton
Internet Security icon, and then click Disable Norton
Internet Security.
2
In the pop-up window that appears, in the drop-down
list, select how long you want to turn off security
protection, and then click OK.
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36 Getting started
Temporarily turn off security protection
To ensure that your computer remains protected, you can
turn on security protection manually if you complete
your task before the time that you specified concludes.
To turn on security protection using the icon in the
Windows system tray
4
In the Windows system tray, right-click the Norton
Internet Security icon, and then click Enable Norton
Internet Security.
You can also turn off individual security features. For
example, you might want to see if the Personal Firewall
is preventing a program from operating correctly.
To turn off a security feature
1
In the main window, select the feature that you want
to turn off.
2
3
In the lower-right corner of the window, click Turn
Off.
In the pop-up window that appears, in the drop-down
list, select how long you wish to have the feature
turned off, and then click OK.
To ensure that your computer remains protected, you can
turn on the feature manually if you complete your task
before the specified time frame concludes.
To turn on a security feature
1
In the main window, select the feature that you want
to turn on.
2
In the lower-right corner of the window, click Turn
On.
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Getting started 37
Turn off Auto-Protect temporarily
Turn off Auto-Protect temporarily
If you have not changed the default option settings, Auto-
Protect loads when you start your computer to guard
against viruses, Trojan horses, worms, and other
malicious threats. It checks programs for viruses as they
are run and monitors your computer and removable
media for any activity that might indicate the presence of
a virus. When a virus or virus-like activity is detected,
Auto-Protect alerts you.
In some cases, Auto-Protect may warn you about a virus-
like activity that you know is not the work of a virus. If
you will be performing such an activity and want to avoid
the warning, you can turn off Auto-Protect.
w
If you have set a password for Options, Norton Internet
Security asks you for the password before you can view
or change the settings.
To turn off Auto-Protect
1
In the main window, click Options.
If a menu appears, click Norton AntiVirus.
2
3
4
In the Options window, under System, click Auto-
Protect.
In the Auto-Protect pane, uncheck Enable Auto-
Protect.
In the Options popup window, select the period
during which you want Auto-Protect turned off.
To turn on Auto-Protect
1
In the main window, click Options.
If a menu appears, click Norton AntiVirus.
2
3
In the Options window, under System, click Auto-
Protect.
In the Auto-Protect pane, check Enable Auto-
Protect.
If the Norton Internet Security icon is visible in the
Windows system tray, you can use it to turn on and turn
off Auto-Protect.
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38 Getting started
Turn off Auto-Protect temporarily
To turn on or turn off Auto-Protect using the Norton
Antivirus icon in the Windows system tray
4
In the Windows system tray, right-click the Norton
Internet Security icon, and then do one of the
following:
2
Check Enable Auto-Protect to turn on Auto-
Protect.
2
Uncheck Enable Auto-Protect to turn off Auto-
Protect.
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Getting started 39
Turn off spam filtering
Turn off spam filtering
By default, Norton AntiSpam remains active once it is
installed. If for any reason you want to temporarily
disable it, you can turn it off from within the program
itself.
To turn off spam filtering
1
In the main window, under Norton AntiSpam, click
Status & Settings.
2
3
In the System Status pane, click AntiSpam.
On the right side of the main window, click Turn Off.
To turn on spam filtering
1
In the main window, under Norton AntiSpam, click
Status & Settings.
2
3
In the System Status pane, click AntiSpam.
On the right side of the main window, click Turn On.
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40 Getting started
Turn off spam filtering
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Responding to
emergencies
4
If you have an emergency, read these sections to try to
find the solution to your problem.
Common problems include:
1
1
1
1
Virus threats
Trouble restarting your computer
Lost or missing files
Possible disk damage
w
If you purchased this product to address any of the
problems listed above, read these sections first.
Immediate installation of the product may not always
provide the best solution to your problem.
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42 Responding to emergencies
What to do if a virus is found
What to do if a virus is found
w
If after reviewing the information in this chapter, you
have not resolved your problem, see “Frequently asked
questions” on page 49.
Viruses can be found during a manual or scheduled scan
or by Auto-Protect when you perform an action with an
infected file. Threats and security risks can appear
during an instant messenger session, when sending an
email message, or during a manual or scheduled scan.
If Norton AntiVirus finds a virus or a file containing a
virus or a potential security risk on your computer, there
are several possible resolutions to the problem:
Resolution
Action
Fix infection
Removes the virus from the file or if the threat is a worm
or Trojan horse, deletes the file.
Quarantine
infection
Makes the file inaccessible by any program other than a
Symantec antivirus program.
virus, but you can still evaluate it for possible
submission to Symantec.
Delete infection
Manual Removal
Removes the virus from your computer by deleting the
file that contains the virus, worm, or Trojan horse. Delete
should be used only if the file cannot be repaired or
quarantined.
Lists infections that Norton AntiVirus is unable to
automatically remove. However, the Manual Removal
window lets you launch the Symantec Web site for a tool
or instructions to remove these infections.
See “Use online
Help” on page 17.
The online Help contains more information about this
feature.
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Responding to emergencies 43
If Norton AntiVirus cannot repair a file
If Norton AntiVirus cannot repair a file
One of the most common reasons that Norton AntiVirus
cannot automatically repair an infected file is that you do
not have the most up-to-date virus definitions. Before
running LiveUpdate to update your virus definitions,
ensure that QuickScan is turned on (it is turned on by
default). After LiveUpdate updates your virus definitions,
QuickScan automatically checks for infections that have
processes running in memory or infections that are
referenced by start-up files and folders.
If that does not work, read the information in the report
window to identify the types of files that cannot be
repaired, and then depending on the file type, take one of
the following actions:
File type
Action
Infected files with .exe, .doc, .dot, or Use the Repair Wizard to solve the
.xls file name extensions (any file can problem.
be infected)
For more information, see the online
Help. See “Use online Help” on
page 17.
Hard disk master boot record, boot
Replace using your operating system
record, or system files (such as IO.SYS disks.
or MSDOS.SYS) and floppy disk boot
record and system files
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44 Responding to emergencies
Look up viruses on the Symantec Web site
Look up viruses on the Symantec Web
site
The Symantec Web site contains a complete list of all
known viruses and related malicious code, along with
descriptions. You must be connected to the Internet to
look up viruses.
To look up viruses
1
On the left side of the main window, under Norton
AntiVirus, click Reports.
2
In the Reports pane, click View Online Virus
Encyclopedia.
The Symantec Web site opens in your Internet
browser.
3
Use the links on the Web page to access the virus
information that you want to view.
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Responding to emergencies 45
If your product won’t install
If your product won’t install
w
You must be running Windows in order to install your
Symantec product.
If you try to install your product on a computer that has a
virus and you choose not to run the Symantec Pre-Install
Scanner, start over and run the Symantec Pre-Install
Scanner as directed.
If you cannot run the Norton AntiVirus Pre-Install
Scanner, but you can connect to the Internet, go to
from the Symantec Security Check Web site.
Once the virus has been repaired, delete the installation
files that were left behind in the folder after you tried to
install the first time.
To delete remaining installation files
1
On the Windows taskbar, click Start > Run.
In the Run dialog box, type %TEMP%
Click OK.
2
3
4
5
Close the window.
After you delete the temporary files, begin installation
again and run the Symantec Pre-Install Scanner to be
sure that you have removed all of the viruses.
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46 Responding to emergencies
If your computer won’t start
If your computer won’t start
If you have a virus or threat on your computer, you need
to start the computer from an uninfected disk to remove
the virus.
Suggestion
For more information
Restart from the CD and scan your
computer’s hard disk for viruses.
See “Scan for viruses using the CD” on
page 46.
If you have access to another
computer, create a set of Emergency
Disks and start your computer from
the Emergency Disks.
See “Create Emergency Disks” on
page 47.
See “If you need to use Emergency
Disks” on page 48.
Scan for viruses using the CD
w
You might need to change your computer’s BIOS Setup
options to start from the CD-ROM drive. To do so, see the
documentation that came with your computer.
To start from the CD and scan for viruses
1
Insert the CD into the CD-ROM drive.
2
Restart your computer.
Your computer displays the following information:
2
1 Boot from Hard Drive
2 Boot from CD-ROM
2
3
Press 2 Boot from CD-ROM to restart from the CD.
After the computer restarts, the Emergency program
automatically begins to scan for and remove viruses.
4
When Norton AntiVirus has finished scanning,
remove the CD from your CD-ROM drive.
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Responding to emergencies 47
Create Emergency Disks
Create Emergency Disks
Emergency Disks are used to start your computer in case
of a problem.
If your computer can start from a CD, you can use the
product CD in place of Emergency Disks and do not need
to create them.
If you downloaded the software, the program for creating
Emergency Disks (NED.exe) is included in the download.
Locate the downloaded software on your hard disk, and
then follow the instructions to create emergency disks,
shown below.
If you cannot start your computer from a CD, you can use
these instructions to create Emergency Disks on another
computer or go to
download the Emergency Disk program. Follow the
instructions included in the download to create the
Emergency Disks.
Alternatively, you can download the Emergency Disk
program from
Follow the instructions that are included in the download
to create the Emergency Disks.
w
You will need several formatted 1.44-MB disks.
To create Emergency Disks
1
Insert the CD into the CD-ROM drive.
Click Browse CD.
2
3
4
5
6
7
Double-click the Support folder.
Double-click the Edisk folder.
Double-click NED.exe.
In the Welcome window, click OK.
Label the first disk as instructed, and then insert it
into drive A.
8
9
Click Yes.
Repeat steps 7 and 8 for the subsequent disks.
10 When the procedure is complete, click OK.
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48 Responding to emergencies
If you need to use Emergency Disks
11 Remove the final disk from drive A.
12 Test the first disk in the set to ensure that you can use
it to restart your computer.
13 Store the Emergency Disk set in a safe place.
If you need to use Emergency Disks
You can use Emergency Disks to restart your computer
and scan for viruses or run DOS-based recovery utilities.
To use Emergency Disks
1
Insert Emergency Disk 1 into drive A, and then
restart your computer.
The Emergency program runs in DOS.
2
Select the program that you want to run.
For DOS program help, press the F1 key while you
are running the program.
3
Follow the on-screen instructions for inserting and
removing the Emergency Disks.
4
When the Emergency program is done, remove the
Emergency Disk from drive A, and then restart your
computer.
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Frequently asked
questions
5
The information in this chapter will help you solve the
most frequently encountered problems.
Explore the Symantec service and
support Web site
On the Symantec service and support Web site, you can
find the latest protection and program updates, patches,
online tutorials, Knowledge Base articles, and virus
removal tools.
To explore the Symantec service and support Web site
1
Follow the links to the information that you want.
2
How can I find the version number?
You can check the version number of your product on
your computer.
To check the version number
1
Start your product.
2
3
Click Help and Support.
On the Help menu, click About <your product
name>.
4
If applicable, in the About dialog box, select your
product name.
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Frequently asked questions 51
Troubleshoot virus and threat protection
Troubleshoot virus and threat protection
Check here for possible solutions to issues that might
arise with Norton AntiVirus.
How do I make Auto-Protect load when I start
my computer?
If the Norton AntiVirus Auto-Protect icon is not visible on
the lower-right corner of the Windows taskbar, Auto-
Protect is not loaded. Failure to load Auto-Protect may be
due to one of the following situations:
You may have started Windows in safe mode. Windows
restarts in safe mode if the previous shutdown did not
complete successfully. For example, you may have
turned off the power without choosing Shut Down on the
Windows Start menu.
To restart Windows
1
On the Windows taskbar, click Start > Shut Down.
In the Shut Down Windows dialog box, click Restart.
Click OK.
2
3
Norton AntiVirus may not be configured to start Auto-
Protect automatically.
To set Auto-Protect to start automatically
1
In the main window, click Options.
If a menu appears, click Norton AntiVirus.
2
3
In the Options window, under System, click Auto-
Protect.
Ensure that Start Auto-Protect when Windows starts
up is checked.
Norton AntiVirus may not be configured to show the
Auto-Protect icon in the Windows system tray.
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52 Frequently asked questions
Troubleshoot virus and threat protection
To show the Auto-Protect icon in the Windows system
tray
1
In the main window, click Options.
If a menu appears, click Norton AntiVirus.
2
3
In the Options window, under System, click Auto-
Protect.
Ensure that Show the Auto-Protect icon in the
Windows system tray is checked.
How do I stop a virus that continues to infect my
files after I have scanned and removed the virus?
A virus may continue to infect files for several reasons.
The virus might be in a program file with an unusual
extension for which Norton AntiVirus is not configured
to search.
To reset Norton AntiVirus scanning options
1
In the main window, click Options.
If a menu appears, click Norton AntiVirus.
2
3
In the Options window, under System, click Manual
Scan.
Under Which file types to scan for viruses, click
Comprehensive file scanning.
4
5
Click Manual Scan > Bloodhound.
Ensure that Enable Bloodhound heuristics is checked,
and then click Highest level of protection.
6
7
Click OK.
Scan all of the disks that you use and repair all
infected files.
The source of the infection could be a floppy disk. Scan
all of the floppy disks that you use to ensure that they are
free of viruses.
The virus might be remaining in memory after you
remove it from the boot record. It then reinfects your boot
record. If the problem is a Trojan horse or worm that was
transmitted over a shared network drive, you must
disconnect from the network or password protect the
drive to let Norton AntiVirus delete the problem.
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Frequently asked questions 53
Troubleshoot virus and threat protection
Why is Norton AntiVirus unable to repair my
infected files?
If Norton AntiVirus cannot repair your infected files, you
may not have the most current virus protection on your
computer. Update your virus definitions regularly to
protect your computer from the latest viruses.
If, after using LiveUpdate, the virus cannot be removed,
the file may be corrupted, or contain a new virus. Do one
of the following:
1
1
Quarantine the file and submit it to Symantec.
Replace the infected file with a clean copy, if one
exists, and delete the infected file.
Why am I unable to receive email messages?
If you are using a firewall, it may block access to the
Internet features of Norton AntiVirus and prevent receipt
of Email messages.
You can temporarily turn off email protection and
attempt to download your email messages again.
To temporarily turn off incoming email protection
1
In the main window, click Options.
If a menu appears, click Norton AntiVirus.
2
In the Options window, under Internet, click Email.
Uncheck Scan incoming Email.
Click OK.
3
4
5
6
Download your email messages.
Check Scan incoming Email to turn email protection
back on.
Your email client may have timed out. Make sure that
timeout protection is turned on.
If you continue to experience problems downloading
email messages, turn off email protection.
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54 Frequently asked questions
Troubleshoot virus and threat protection
To turn off email protection
1
In the main window, click Options.
If a menu appears, click Norton AntiVirus.
In the Options window, under Internet, click Email.
Uncheck Scan incoming Email.
Uncheck Scan outgoing Email.
Click OK.
2
3
4
5
Why am I unable to send email messages?
If you get the message Norton AntiVirus was unable to
send your email message because the connection to your
email server was disconnected, your email client may be
set to automatically disconnect after sending and
receiving email messages. To resolve this issue, turn off
this option within your email client. Consult your email
client manual for instructions on how to do this.
If you are using a firewall, it may block access to the
Internet features of Norton AntiVirus.
For Norton AntiVirus to scan outgoing email messages
for viruses, it intercepts and scans the messages before
they are sent to your email provider. To resolve this
issue, turn off Norton AntiVirus outgoing email scanning.
To turn off outgoing email scanning
1
In the main window, click Options.
If a menu appears, click Norton AntiVirus.
2
3
4
In the Options window, under Internet, click Email.
Uncheck Scan outgoing Email.
Click OK.
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Frequently asked questions 55
Troubleshoot security protection
Troubleshoot security protection
Check here for possible solutions to issues that might
arise with Norton Internet Security.
Does Norton Internet Security work with my ISP’s
proxy server?
Norton Internet Security works with most proxy servers.
However, you might have to change some settings to
maintain full protection.
To determine whether the Personal Firewall works
with your proxy server
1
In the main window, click Statistics.
2
3
In the Statistics window, click More Details.
Under Network, look at the All Bytes Sent and All
Bytes Received counters.
4
Use your browser to connect to a Web site.
The All Bytes Sent and All Bytes Received counters in
the Norton Internet Security Statistics window should
increase as you access Web pages. This indicates that
the Personal Firewall is correctly configured to work
with your proxy server.
5
To close the Norton Internet Security Statistics
window, on the File menu, click Exit.
If the All Bytes Sent and All Bytes Received counters stay
at 0, then the Personal Firewall is probably not
monitoring the port used by your proxy server. You need
to determine which ports your proxy server is using for
HTTP communications, and then configure the Personal
Firewall to monitor those ports.
To determine which port to monitor for HTTP
communication
1
Use your browser to connect to a Web site.
In the main window, click Statistics.
In the Statistics window, click View Logs.
2
3
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56 Frequently asked questions
Troubleshoot security protection
4
On the Connections tab, in the Remote Service Port
column, look at the information.
There should be a port number following the IP
address of the site that you viewed with your browser.
This number is the port number that is used to access
your proxy server for your Web connection.
5
Record the port number.
To specify which ports to monitor for HTTP
communication
1
At the top of the main window, click Options. If a
menu appears, click Norton Internet Security.
2
On the Firewall tab, under HTTP Port List, do one of
the following:
2
2
To add a port to the HTTP Port List, click Add, and
then type the number of the port that you want to
monitor for HTTP communication.
To remove a port from the HTTP Port List, select
the port number in the HTTP Port List, and then
click Remove.
3
Click OK.
Can Norton Internet Security protect a Web
server?
To protect a Web server, you must create a firewall rule
that allows inbound TCP connections on port 80. The
easiest way to create these rules is via a Norton Internet
Security alert.
To create rules for a Web server using an alert
1
On the Web server, view your Web site by typing the
IP address in the address bar of your browser.
An alert appears.
2
3
In the alert, on the drop-down menu, click
Automatically configure Internet access.
Click OK.
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Frequently asked questions 57
Troubleshoot security protection
Can Norton Internet Security protect an FTP
server?
To let an FTP server run behind Norton Internet Security,
you must create the following rules:
1
1
1
Allow inbound TCP connections on port 21.
Allow outbound TCP connections on port 22.
Allow inbound TCP connections on ports 1024 to
5000.
The easiest way to create these rules is via an alert.
To create rules for an FTP server using an alert
1
In the address bar of your browser, type ftp://
followed by the IP address of your FTP server.
An alert appears.
2
3
In the alert, on the drop-down menu, click
Automatically configure Internet access.
Click OK.
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58 Frequently asked questions
Troubleshoot security protection
What is wrong with this Web site?
If you cannot connect to a Web site with Norton Internet
Security turned off, there might be a problem with the
Internet or your Internet service provider. If your
connection is working, it’s possible a Norton Internet
Security feature is preventing you from viewing the site.
Problem
Solution
It could be Cookie Many Web sites require that cookies be enabled on your
Blocking
computer to display correctly.
It could be
Parental Control
If you have set up Parental Control to block certain
categories of Web sites, it may be blocking the site that
you are attempting to view. When Parental Control blocks
a site, it always displays a message telling you that the
site is blocked.
It could be a
firewall rule
A firewall rule might be blocking the Web site. When this
happens, you will usually see a message saying that you
could not connect.
It could be ActiveX Some Web sites display only ActiveX controls or Java
or Java blocking
applets. If you are blocking them, nothing appears on
these sites.
It could be Content Sometimes blocking content on the Internet prevents an
Blocking entire Web site from appearing in your browser.
Why can’t I post information online?
If you are unable to post information to a Web site, it may
be because Privacy Control is blocking the information.
Check the Private Information list to see if the
information that you are trying to enter is being blocked.
Why did an email message I sent never arrive?
If you choose to block an email message containing
private information, Norton Internet Security
immediately deletes the email message. Your email
program will indicate that the message was sent, but the
recipient will not receive it.
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Frequently asked questions 59
Troubleshoot security protection
If your email program maintains copies of sent messages
in its Sent or Out folder, you can reopen the email
message, remove the private information, and send the
message again.
Why won’t a program connect to the Internet?
You might not be able to use a program to connect to the
Internet for any of the following reasons.
Problem
Solution
The program might belong in a
Determine if the program belongs in a
category of programs that is restricted restricted category, and then block or
for this account. permit category access.
There is no firewall rule that lets the Add a firewall rule for the program.
program create a connection to the
Internet.
There is a firewall rule that blocks the Modify the firewall rule for this
program from creating a connection
to the Internet.
program to permit it to connect to the
internet.
Norton Internet Security could be
Use Parental Control to adjust account
blocking your account from using this settings.
program on the Internet.
Why doesn’t Norton Internet Security notify me
before letting programs access the Internet?
If Automatic Program Control is turned on, Norton
Internet Security creates rules for programs that it
recognizes and notifies you the first time that a
recognized program accesses the Internet. You will not
be notified of subsequent access attempts.
Why can’t I print to a shared printer or connect
to a computer on my local network?
Norton Internet Security blocks the use of Microsoft
networking to prevent someone from connecting to your
computer over the Internet.
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60 Frequently asked questions
Troubleshoot security protection
To allow the use of your local network, including file and
printer sharing, place the computers on your local
network in the Trusted Zone.
Why can’t I connect to the Internet via my cable
modem?
If your network accesses the Internet via a cable
connection, you may need to make your computer’s
NetBIOS name visible. While the NetBIOS name is
visible, the files and folders on your computer remain
hidden.
To make your NetBIOS name visible
1
In the main window, double-click Personal Firewall.
2
In the Personal Firewall window, on the Advanced
tab, click General.
3
In the General Rules dialog box, click Default
Inbound NetBIOS Name.
4
5
Click Modify.
In the Modify Rule dialog box, on the Action tab, click
Permit.
6
7
Click OK.
In the General Rules dialog box, click OK.
In the Personal Firewall window, click OK.
8
Some Internet service providers scan the ports on users’
computers to ensure that they are keeping to their
service agreements. Intrusion Detection might interpret
this as a malicious port scan and stop communications
with your cable system. If this occurs, you need to let
your cable provider run port scans.
To allow ISP port scans
1
In the main window, double-click Intrusion
Detection.
2
3
In the Intrusion Detection window, on the AutoBlock
tab, click Exclusions.
In the Exclusions dialog box, select the IP address
your ISP uses for port scans.
Your ISP can provide this information.
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Frequently asked questions 61
Troubleshoot security protection
4
5
Click Exclude.
Click OK.
How can a Web site get my browser information?
The Browser Privacy settings prevent your browser from
sending browser information. However, some diagnostic
sites on the Internet might report browser information
even though the Browser Privacy settings are blocking it.
If you are blocking Java, ActiveX, or scripts, the site
might be using one of these methods to retrieve the
information. Sometimes when Web servers do not get the
information from the browser, they use the last piece of
browser information that they received instead. You
might see the information from the last person who
viewed the site.
Privacy Control filters cookies by removing them from
the responses your computer sends to Web sites. Some
sites display information about your browser by using
JavaScripts that run within the browser and do not
communicate with the Web site. Since the JavaScript
runs entirely locally, the Web site does not have access to
that information.
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62 Frequently asked questions
Troubleshoot Norton AntiSpam
Troubleshoot Norton AntiSpam
Check here for possible solutions to issues that might
arise with Norton AntiSpam.
Why do I still receive spam?
Several factors make it difficult to completely eliminate
spam. For example, different people will consider
different classes of email messages to be unwelcome or
intrusive. Some, for instance, do not want to receive
anything they have not specifically requested. Others are
glad to receive items regarding their interests or
profession even if they have not specifically requested
them.
Also, for every new method that is developed to control
spam, there are numerous spammers trying to develop
ways to circumvent it. This on-going contest of wills and
skills is one reason Symantec maintains up-to-date spam
definitions.
Finally, not all unwanted messages are unauthorized.
Some companies require you to accept email messages in
exchange for certain services. Many users do not
understand that in doing so they are agreeing to, in
effect, accept spam.
How will email messages from addresses on my
Blocked list be handled?
Norton AntiSpam moves email messages from these
addresses to the Norton AntiSpam folder and marks
them in the subject line as spam.
What if I mistakenly put an address on the
Blocked list?
The only result will be that you will not see any email
messages from this address in your main list. But if you
periodically review the contents of your spam folder, you
will be able to retrieve any email messages from that
address and then correct the entry in your list.
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Frequently asked questions 63
Troubleshoot Norton AntiSpam
Why did an email message someone sent me
never arrive?
Some legitimate email messages may contain elements
that are characteristic of spam messages. This may have
caused Norton AntiSpam to incorrectly identify the
message as spam. Depending upon the filters you have
created in your email program, the message may be in
your spam or trash folder.
To avoid losing email messages from this person, add
them to your Allowed list.
Does Norton AntiSpam check for email-borne
viruses?
Norton AntiSpam does not check for viruses. To scan
incoming email messages for viruses, you must install
Norton AntiVirus.
Why does so much spam include clusters of
meaningless characters?
These and other unusual elements in spam are intended
to confuse spam filters that look for keywords.
How do I keep my spam protection updated?
To some degree, Norton AntiSpam updates itself by
learning from your outgoing email messages and other
data. However, to receive up-to-date copies of Symantec
spam definitions, you must subscribe to this service. You
can then choose to have these definitions updated
automatically.
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64 Frequently asked questions
Troubleshoot Norton AntiSpam
Why do I need a subscription to spam
definitions?
Though the product is self-training, local spam
definitions are developed only by the criteria you input
and from the sample of email messages you process.
Symantec spam definitions are developed from a much
larger set of information and can prevent you from
seeing many of the more common types of spam.
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Frequently asked questions 65
Troubleshoot Ad Blocking
Troubleshoot Ad Blocking
Check here for possible solutions to issues that might
arise with Ad Blocking.
Does Ad Blocking block all advertising on the
current page?
Ads that are integrated with standard content—for
instance text statements—will not be blocked.
Will Pop-up Window Blocking block all pop-ups
or only pop-up ads?
Ad Blocking blocks all pop-ups that are started
automatically during a Web page load. If a site uses pop-
ups for special alerts or additional information, you
might want to disable Pop-up Window Blocking while
viewing that site.
Are there security issues associated with
advertisements?
While clicking on an ad should only display more
information or direct you to another site, some
advertisers will use ads to entice you into installing new
functionality on your system. These may range from
adding new menus to installing spyware. You should be
especially wary of ads that invite you to install novelty
cursors or other entertaining add-ons. These frequently
include user agreements that require you to allow
companies to track your browsing or to provide them
with personal information, among other things. Such
clauses are typically hidden deep in the text where many
users will not bother to read them.
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66 Frequently asked questions
Troubleshoot LiveUpdate
Troubleshoot LiveUpdate
Check here for possible solutions to issues that might
arise with LiveUpdate.
What if I can’t use LiveUpdate?
When new updates become available, Symantec posts
them on the Symantec Web site. If you can’t run
LiveUpdate, you can obtain new updates from the
Symantec Web site.
To obtain updates from the Symantec Web site
1
On the Internet, go to securityresponse.symantec.com
2
Follow the links to obtain the type of update that you
need.
What if I run LiveUpdate on an internal network?
If you run LiveUpdate on a computer that is connected to
a network that is behind a company firewall, your
network administrator might set up an internal
LiveUpdate server on the network. LiveUpdate should
find this location automatically.
If you have trouble connecting to an internal LiveUpdate
server, contact your network administrator.
Why is Automatic LiveUpdate having problems
connecting?
Automatic LiveUpdate does not recognize proxy settings
that are configured in the Internet Options Control Panel.
To ensure that your proxy settings are used by Automatic
LiveUpdate, you must configure them in the Symantec
LiveUpdate Control Panel.
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Service and support
solutions
The Service & Support Web site at
products. Customer Service helps with nontechnical
issues such as orders, upgrades, replacements, and
rebates. Technical Support helps with technical issues
such as installing, configuring, or troubleshooting
Symantec products.
Methods of technical support and customer service can
vary by region. For information on support offerings in
your region, check the appropriate Web site listed in the
sections that follow.
If you received this product when you purchased your
computer, your computer manufacturer may be
responsible for providing your support.
Customer service
The Service & Support Web site at
1
1
1
1
1
1
1
Subscribe to Symantec newsletters.
Locate resellers and consultants in your area.
Update your product registration.
Find out about orders, returns, or a rebate status.
Access Customer Service FAQs.
Post a question to a Customer Service representative.
Obtain product information, literature, or trialware.
For upgrade orders, visit the Symantec Store at:
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68 Service and support solutions
Technical support
Technical support
Symantec offers two technical support options for help
with installing, configuring, or troubleshooting Symantec
products:
1
Online Service and Support
Connect to the Symantec Service & Support Web site
and then select your product and version. You can
access hot topics, Knowledge Base articles, tutorials,
contact options, and more. You can also post a
question to an online Technical Support
representative.
1
PriorityCare telephone support
This fee-based (in most areas) telephone support is
available to all registered customers. Find the phone
number for your product at the Service & Support
Web site. You’ll be led through the online options
first, and then to the telephone contact options.
Support for old and discontinued versions
When Symantec announces that a product will no longer
be marketed or sold, telephone support is discontinued
60 days later. Technical information may still be
available through the Service & Support Web site at:
Subscription policy
If your Symantec product includes virus, firewall, or Web
content protection, you may be entitled to receive
updates via LiveUpdate. Subscription length varies by
Symantec product.
After your initial subscription ends, you must renew it
before you can update your virus, firewall, or Web
content protection. Without these updates, you will be
vulnerable to attacks.
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Service and support solutions 69
Worldwide service and support
When you run LiveUpdate near the end of your
subscription period, you are prompted to subscribe for a
nominal charge. Simply follow the instructions on the
screen.
Worldwide service and support
Technical support and customer service solutions vary
by country. For Symantec and International Partner
locations outside of the United States, contact one of the
service and support offices listed below, or connect to
under Global Service and Support.
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70 Service and support solutions
Worldwide service and support
Service and support offices
North America
Symantec Corporation
555 International Way
Springfield, OR 97477
U.S.A.
Australia and New Zealand
Symantec Australia
Level 2, 1 Julius Avenue
North Ryde, NSW 2113
Sydney
+61 (2) 8879-1000
Fax: +61 (2) 8879-1001
Australia
Europe, Middle East, and Africa
Postbus 1029
+353 (1) 811 8032
3600 BA Maarssen
The Netherlands
Latin America
Symantec Brasil
Market Place Tower
Av. Dr. Chucri Zaidan, 920
12° andar
São Paulo - SP
CEP: 04583-904
Brasil, SA
Portuguese:
Spanish:
Brazil: +55 (11) 5189-6300
Mexico: +52 55 5322 3681 (Mexico DF)
01 800 711 8443 (Interior)
July 20, 2004
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Index
browser information 61
A
activate
and register 15
software 15
activation
C
phone 34
CD-ROM drive, starting from 46
checking for version number 49
Configuration Wizard
features 15
using 15
Cookie Blocking, troubleshooting 58
cookies 58
problems 33
procedure 33
active content, troubleshooting 58
ActiveX controls 58
Ad Blocking, troubleshooting 65
Adobe Reader
installing 18
using to view PDF 18
Alert Assistant 22
Automatic LiveUpdate and proxy
settings 66
D
disabling
Auto-Protect
security protection 35
Windows XP firewall 11
displaying the Norton AntiVirus
toolbar 30
downloading protection from
Symantec Web site 66
description 37
failure to load on startup 51
functions 23
turn off 37
turn on 37
B
E
blocking
email
browser information 61
cookies 58
protection 23
supported clients 8
Emergency Disks
creating 47
Bloodhound technology,
description 24
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72 Index
Emergency Disks (continued)
using 48
emergency recovery procedures 41
instant messenger
Internet
F
features
about 22
Intrusion Detection 22
ad blocking 27
automatic update 26
Configuration Wizard 15
email filtering 25
main window 31
security protection 22
virus and threat protection 23
file extensions
J
L
LiveUpdate button, main window 31
about 43
unusual 52
firewall
features 31
LiveUpdate button 31
and LiveUpdate 66
and network 66
troubleshooting 58
Windows XP 11
firewall rules
for FTP servers 57
for Web servers 56
folders and NetBIOS 60
FTP servers 57
internal LiveUpdate server 66
troubleshooting 60
using LiveUpdate 66
Norton AntiSpam
H
Help
ad blocking features 27
Allowed and Blocked lists 25
pop-up blocking features 27
spam blocking features 25
troubleshooting 62
online 17
window and dialog box 18
Help & Support menu 31
I
Norton QuickScan 24
infected files
cannot repair 53
reinfected 52
installing 12
components 14
O
online
Help 17
Virus Encyclopedia 44
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operating systems 5
Options button, main window 31
S
security protection, turning off 35
P
Parental Control 22
password protection 24
options 22
Personal Firewall
Service and Support 67
starting
about 22
troubleshooting rules 58
phone activation 34
Pop-up Window Blocking
about 27
troubleshooting 65
ports, determining active HTTP 55
post-install tasks 15
Privacy Control 22
problems
Auto-Protect failure to load 51
from the CD-ROM drive 46
spam blocking 39
your Symantec product 29
Symantec Web sites 19, 66
activation 33
troubleshooting Ad Blocking 65
troubleshooting LiveUpdate 66
troubleshooting Norton
AntiSpam 62
troubleshooting security
protection 55
troubleshooting virus and threat
protection 51
T
expanded detection 23
how Norton AntiVirus detects 23
toolbar, displaying Norton AntiVirus
from 30
Trojan horses transmitted over a
network 52
proxy servers 55
R
registering your software 15
removing
troubleshooting
other antivirus programs 11
previous copies of your Symantec
product 11
activation 33
ActiveX and Java 58
Ad Blocking 65
browser information 61
cable modem connections 60
Cookie Blocking 58
firewall rules 58
repairing viruses 23
required computer configuration 5
restarting
after installation 13
Windows in safe mode 51
LiveUpdate 66
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74 Index
troubleshooting (continued)
networks 60
requirements 6
Norton AntiSpam 62
printing 60
Web sites 58
Windows Me system requirements 6
Windows XP system requirements 6
U
uninstalling 50
other antivirus programs 11
previous copies of your Symantec
product 11
unknown viruses 24
updating
from Symantec Web site 66
protection 66
User’s Guide PDF
on CD 18
opening 18
V
version number, checking 49
virtual private network (VPN) 10
Virus Encyclopedia 19
virus protection updates 23
viruses
automatic protection 23
descriptions 23
looking up on the Symantec Web
site 44
unknown 24
viewing descriptions 44
VPN (virtual private network) 10
W
Web assistant 22
Web servers 56
Web sites 19, 49, 66
Windows
operating systems 5
safe mode 51
system tray icon 35, 38
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SYMANTEC SOFTWARE LICENSE AGREEMENT
™
Norton Internet Security
IMPORTANT: PLEASE READ THE TERMS AND
CONDITIONS OF THIS LICENSE AGREEMENT
CAREFULLY BEFORE USING THE SOFTWARE.
SYMANTEC CORPORATION AND/OR ITS
SUBSIDIARIES (“SYMANTEC”) IS WILLING TO
LICENSE THE SOFTWARE TO YOU AS THE
INDIVIDUAL, THE COMPANY, OR THE LEGAL
ENTITY THAT WILL BE UTILIZING THE
SOFTWARE (REFERENCED BELOW AS “YOU”
OR “YOUR”) ONLY ON THE CONDITION THAT
YOU ACCEPT ALL OF THE TERMS OF THIS
LICENSE AGREEMENT. THIS IS A LEGAL AND
ENFORCEABLE CONTRACT BETWEEN YOU
AND SYMANTEC. BY OPENING THIS
disk of Your computer and retain the original
for archival purposes;
C. use the Software on a network, provided that
You have a licensed copy of the Software for
each computer that can access the Software
over that network;
D. after written notice to Symantec, transfer the
Software on a permanent basis to another
person or entity, provided that You retain no
copies of the Software and the transferee agrees
to the terms of this license; and
E. use the Software in accordance with any
additional permitted uses set forth below.
PACKAGE, BREAKING THE SEAL, CLICKING
THE “ACCEPT” OR “YES” BUTTON OR
You may not:
A. copy the printed documentation that
accompanies the Software;
OTHERWISE INDICATING ASSENT
ELECTRONICALLY, OR LOADING THE
SOFTWARE, YOU AGREE TO THE TERMS AND
CONDITIONS OF THIS AGREEMENT. IF YOU
DO NOT AGREE TO THESE TERMS AND
CONDITIONS, CLICK THE “I DO NOT ACCEPT”
OR “NO” BUTTON OR OTHERWISE INDICATE
REFUSAL, MAKE NO FURTHER USE OF THE
SOFTWARE, AND CONTACT SYMANTEC
CUSTOMER SERVICE FOR INFORMATION ON
HOW TO OBTAIN A REFUND OF THE MONEY
YOU PAID FOR THE SOFTWARE (LESS
SHIPPING, HANDLING, AND ANY
B. sublicense, rent, or lease any portion of the
Software; reverse engineer, decompile,
disassemble, modify, translate, make any
attempt to discover the source code of the
Software, or create derivative works from the
Software;
C. use the Software as part of a facility
management, timesharing, service provider, or
service bureau arrangement;
D. use a previous version or copy of the
Software after You have received and installed
a disk replacement set or an upgraded version.
Upon upgrading the Software, all copies of the
prior version must be destroyed;
E. use a later version of the Software than is
provided herewith unless You have purchased
upgrade insurance or have otherwise
separately acquired the right to use such later
version;
F. use, if You received the software distributed
on media containing multiple Symantec
products, any Symantec software on the media
for which You have not received a permission
in a License Module;
G. use the Software in any manner not
authorized by this license; nor
H. use the Software in any manner that
contradicts any additional restrictions set forth
below.
APPLICABLE TAXES EXCEPT IN CERTAIN
STATES AND COUNTRIES WHERE SHIPPING,
HANDLING, AND TAXES ARE REFUNDABLE)
AT ANY TIME DURING THE SIXTY (60) DAY
PERIOD FOLLOWING THE DATE OF
PURCHASE.
1. License:
The software and documentation that
accompanies this license (collectively the
“Software”) is the property of Symantec, or its
licensors, and is protected by copyright law.
While Symantec continues to own the Software,
You will have certain rights to use the Software
after Your acceptance of this license. This
license governs any releases, revisions, or
enhancements to the Software that Symantec
may furnish to You. Except as may be modified
by a Symantec license certificate, license
coupon, or license key (each a “License
Module”) that accompanies, precedes, or
follows this license, Your rights and obligations
with respect to the use of this Software are as
follows.
2. Content Updates:
Certain Software utilize content that is updated
from time to time (including but not limited to
the following Software: antivirus software
utilize updated virus definitions; content
filtering software utilize updated URL lists;
some firewall software utilize updated firewall
rules; and vulnerability assessment products
utilize updated vulnerability data; these
You may:
A. use one copy of the Software on a single
computer. If a License Module accompanies,
precedes, or follows this license, You may make
the number of copies of the Software licensed to
You by Symantec as provided in Your License
Module. Your License Module shall constitute
proof of Your right to make such copies;
updates are collectively referred to as “Content
Updates”). You shall have the right to obtain
Content Updates for any period for which You
have purchased maintenance, except for those
Content Updates that Symantec elects to make
available by separate paid subscription, or for
any period for which You have otherwise
separately acquired the right to obtain Content
B. make one copy of the Software for archival
purposes, or copy the Software onto the hard
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Updates. Symantec reserves the right to
designate specified Content Updates as
requiring purchase of a separate subscription at
any time and without notice to You; provided,
however, that if You purchase maintenance
hereunder that includes particular Content
Updates on the date of purchase, You will not
have to pay an additional fee to continue
receiving such Content Updates through the
term of such maintenance even if Symantec
designates such Content Updates as requiring
separate purchase. This License does not
otherwise permit the licensee to obtain and use
Content Updates.
will be that Symantec will, at its option, replace
any defective media returned to Symantec
within the warranty period or refund the money
You paid for the Software. Symantec does not
warrant that the Software will meet Your
requirements or that operation of the Software
will be uninterrupted or that the Software will
be error-free.
TO THE MAXIMUM EXTENT PERMITTED BY
APPLICABLE LAW, THE ABOVE WARRANTY IS
EXCLUSIVE AND IN LIEU OF ALL OTHER
WARRANTIES, WHETHER EXPRESS OR
IMPLIED, INCLUDING THE IMPLIED
WARRANTIES OF MERCHANTABILITY,
FITNESS FOR A PARTICULAR PURPOSE, AND
NONINFRINGEMENT OF INTELLECTUAL
PROPERTY RIGHTS. THIS WARRANTY GIVES
YOU SPECIFIC LEGAL RIGHTS. YOU MAY
HAVE OTHER RIGHTS, WHICH VARY FROM
STATE TO STATE AND COUNTRY TO
COUNTRY.
3. Product Installation and
Required Activation:
There are technological measures in this
Software that are designed to prevent
unlicensed or illegal use of the Software. You
agree that Symantec may use these measures
to protect Symantec against software piracy.
This Software may contain enforcement
technology that limits the ability to install and
uninstall the Software on a computer to not
more than a finite number of times for a finite
number of computers. This License and the
Software containing enforcement technology
require activation as further set forth in the
documentation. The Software will only operate
for a finite period of time prior to Software
activation by You. During activation, You will
provide Your unique product key
6. Disclaimer of Damages:
SOME STATES AND COUNTRIES, INCLUDING
MEMBER COUNTRIES OF THE EUROPEAN
ECONOMIC AREA, DO NOT ALLOW THE
LIMITATION OR EXCLUSION OF LIABILITY
FOR INCIDENTAL OR CONSEQUENTIAL
DAMAGES, SO THE BELOW LIMITATION OR
EXCLUSION MAY NOT APPLY TO YOU.
TO THE MAXIMUM EXTENT PERMITTED BY
APPLICABLE LAW AND REGARDLESS OF
WHETHER ANY REMEDY SET FORTH HEREIN
FAILS OF ITS ESSENTIAL PURPOSE, IN NO
EVENT WILL SYMANTEC OR ITS LICENSORS
BE LIABLE TO YOU FOR ANY SPECIAL,
CONSEQUENTIAL, INDIRECT, OR SIMILAR
DAMAGES, INCLUDING ANY LOST PROFITS
OR LOST DATA ARISING OUT OF THE USE OR
INABILITY TO USE THE SOFTWARE EVEN IF
SYMANTEC HAS BEEN ADVISED OF THE
POSSIBILITY OF SUCH DAMAGES.
IN NO CASE SHALL SYMANTEC’S OR ITS
LICENSORS’ LIABILITY EXCEED THE
PURCHASE PRICE FOR THE SOFTWARE. The
disclaimers and limitations set forth above will
apply regardless of whether You accept the
Software.
accompanying the Software and computer
configuration in the form of an alphanumeric
code over the Internet to verify the authenticity
of the Software. If You do not complete the
activation within the finite period of time set
forth in the documentation, or as prompted by
the Software, the Software will cease to function
until activation is complete, which will restore
Software functionality. In the event that You are
not able to activate the Software over the
Internet, or through any other method specified
during the activation process, You may contact
Symantec Customer Support using the
information provided by Symantec during
activation, or as may be set forth in the
documentation.
7. U.S. Government Restricted
Rights:
4. Sixty (60) Day Money Back
Guarantee:
RESTRICTED RIGHTS LEGEND. All Symantec
products and documentation are commercial in
nature. The software and software
If You are the original licensee of this copy of
the Software and are not completely satisfied
with it for any reason, please contact Symantec
Customer Service for a refund of the money You
paid for the Software (less shipping, handling,
and any applicable taxes except in certain
states and countries where shipping, handling
and taxes are refundable) at any time during
the sixty (60) day period following the date of
purchase.
documentation are “Commercial Items,” as that
term is defined in 48 C.F.R. section 2.101,
consisting of “Commercial Computer Software”
and “Commercial Computer Software
Documentation,” as such terms are defined in
48 C.F.R. section 252.227-7014(a)(5) and 48
C.F.R. section 252.227-7014(a)(1), and used in
48 C.F.R. section 12.212 and 48 C.F.R. section
227.7202, as applicable. Consistent with 48
C.F.R. section 12.212, 48 C.F.R. section
252.227-7015, 48 C.F.R. section 227.7202
through 227.7202-4, 48 C.F.R. section 52.227-
14, and other relevant sections of the Code of
Federal Regulations, as applicable, Symantec's
computer software and computer software
documentation are licensed to United States
5. Limited Warranty:
Symantec warrants that the media on which the
Software is distributed will be free from defects
for a period of sixty (60) days from the date of
delivery of the Software to You. Your sole
remedy in the event of a breach of this warranty
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Government end users with only those rights as
granted to all other end users, according to the
terms and conditions contained in this license
agreement. Manufacturer is Symantec
Corporation, 20330 Stevens Creek Blvd.,
Cupertino, CA 95014.
U.S.A., (ii) Symantec Authorized Service
Center, Postbus 1029, 3600 BA Maarssen, The
Netherlands, or (iii) Symantec Customer
Service, 1 Julius Ave, North Ryde, NSW 2113,
Australia.
10. Additional Uses and
Restrictions:
A. In the event this Software contains the
Norton Security Center component, any
disclaimer of damages herein shall apply to
such component.
8. Export Regulation:
Certain Symantec products are subject to
export controls by the U.S. Department of
Commerce (DOC), under the Export
Administration Regulations (EAR) (see
strictly prohibited. You agree to comply with
the requirements of the EAR and all applicable
international, national, state, regional and local
laws, and regulations, including any applicable
import and use restrictions. Symantec products
are currently prohibited for export or re-export
to Cuba, North Korea, Iran, Iraq, Libya, Syria
and Sudan or to any country subject to
applicable trade sanctions. You agree not to
export, or re-export, directly or indirectly, any
product to any country outlined in the EAR, nor
to any person or entity on the DOC Denied
Persons, Entities and Unverified Lists, the U.S.
Department of State’s Debarred List, or on the
U.S. Department of Treasury's lists of Specially
Designated Nationals, Specially Designated
Narcotics Traffickers, or Specially Designated
Terrorists. Furthermore, You agree not to
export, or re-export, Symantec products to any
military entity not approved under the EAR, or
to any other entity for any military purpose, nor
will You sell any Symantec product for use in
connection with chemical, biological, or nuclear
weapons or missiles capable of delivering such
weapons.
9. General:
If You are located in North America or Latin
America, this Agreement will be governed by
the laws of the State of California, United States
of America. Otherwise, this Agreement will be
governed by the laws of England and Wales.
This Agreement and any related License
Module is the entire agreement between You
and Symantec relating to the Software and: (i)
supersedes all prior or contemporaneous oral or
written communications, proposals, and
representations with respect to its subject
matter; and (ii) prevails over any conflicting or
additional terms of any quote, order,
acknowledgment, or similar communications
between the parties. This Agreement shall
terminate upon Your breach of any term
contained herein and You shall cease use of and
destroy all copies of the Software. The
disclaimers of warranties and damages and
limitations on liability shall survive
termination. Software and documentation is
delivered Ex Works California, U.S.A. or Dublin,
Ireland respectively (ICC INCOTERMS 2000).
This Agreement may only be modified by a
License Module that accompanies this license
or by a written document that has been signed
by both You and Symantec. Should You have
any questions concerning this Agreement, or if
You desire to contact Symantec for any reason,
please write to: (i) Symantec Customer Service,
555 International Way, Springfield, OR 97477,
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