Help with Security Services - Cogeco Cable - Ontario

Q: What is COGECO Security Services?

A: COGECO Security Services provides your computer with state-of-the-art protection against intrusion attempts and malicious software. It is constantly updated and monitors the latest threats through automatic hourly updates. With COGECO Security Services, there is no need to regularly scan your PC for viruses or trigger the updates yourself, so it does not interfere with the daily use of your computer. COGECO Security Services includes personal Virus Protection (antivirus) and Personal firewall service, Parental Control and Anti-spam Control services which offer total protection against network hacking for desktop users connected to public networks. To find out more, visit http://www.cogeco.ca/security

Q: How do I configure Anti-Spam?

A: Anti-Spam uses several mechanisms to identify incoming spam and remove it from your inbox. It inserts the words [SPAM] into the subject line and you can set up Outlook Express or other mail programs to move [SPAM] e-mail into a special folder. Please follow the instructions below to set up and customize Anti-Spam for Outlook Express.

Open Outlook Express

To create a Spam folder:

In the menu bar click on File, then highlight Folder and select New.
Type in Spam in the folder name.

To automatically move all incoming [SPAM] e-mails to the new Spam folder:

In the menu bar click on Tools, then highlight Messages Rules and select Mail.

Is there a rule named [SPAM] -> Deleted Items?

If yes, follow the instructions below. If no then go down to the section "If no rule exists".

Highlight the rule "[SPAM] -> Deleted Items" by clicking on it.

In the box at the bottom of the window labelled “Rule Description” (click on underlined value to edit it), and in the line "Move it to the Deleted Items Folder", click on the underlined words Deleted Items.

In the next pop-up, select the folder Spam by clicking on it with your mouse and then press OK.
Press OK to save the change.

If no rule exists:

Click on the New button on the right hand side.

Select "Where the subject line contains specific words" in the first Box (1. Select the conditions for your rule).

Select "move it to the specific folder" in the second box (2. Select the actions for your rule).
In the third Box, (Rule description, [click on underlined value to edit it], click on the underlined words "contains specific words" in the line "Where the subject line contains specific words" and enter "[SPAM]" all in capital letters. Then click on the Add box and click OK.

Click on the underlined word "specified" in the line "Move it to the specified folder", select the spam folder by clicking on it with the mouse then press OK.

In the final box (#4) called “Name of the Rule”, enter "Anti-Spam".

Click OK

All Spam e-mails will now be moved to the Spam folder upon arrival. You should review all e-mails in this folder to determine whether or not they are Spam. If they are genuine e-mails, you can classify the sender as a non-S address.

Q: How do I activate Parental Control?

A: To activate Parental Control, double click on the COGECO Security Services icon which can be found in the bottom right hand corner of your screen to the left of the time (this area is called the Windows system tray).

On the main screen, opposite to the Parental Control title, the word “enable” is highlighted in blue and underlined. Click on that word. The Parental Control is now activated. Additional configuration options can be found by clicking on the Parental Control button on the left hand side.

You will have to set a Parental Control password which will prevent anyone other than you to disable or modify any security settings, including enabling/disabling Parental Control and changing firewall and antivirus settings. Important note: with the firewall, you need to authorize new programs to access the Internet which requires Parental Control approval. It is recommended to stay close to the computer during the first few days to allow the firewall to authorize the main applications to access the Internet.

Please select an easy-to-remember Parental Control password, as you will need it to change F-Secure's settings in the future. COGECO will be unable to reset the password for you.

Q: I tried to install COGECO Security Services but I am unable to do so because my system is already infected with a virus. What can I do?

A: We recommend that you use F-Secure's online virus scanner prior to installing COGECO Security Services which is designed to scan your PC for viruses and remove any it finds. You can locate it on this page, in the upper right hand corner.

Q: Can I give a copy of the software to a friend?

A: No. COGECO Security Services can only be installed at your home. You can install it on up to three PCs in your home, but all of them must be located there. Distributing COGECO Security Services without permission violates copyright laws.

Q: I formatted my hard drive. Do I need to register again?

A: No, you do not need to register again for COGECO Security Services. If you still have your licence subscription number you can reinstall the COGECO Security Services software and use the same subscription number. If however you have lost your registration information you will need to re-login to the COGECO Security Services download centre where you can retrieve the licence key that was originally assigned to you. You can reformat your PC up to 3 times maximum.

Q: Do the antivirus and firewall services really update themselves automatically and ensure that I am protected against the latest Internet threats?

A: Yes. COGECO Security Services has been developed to provide you with the best antivirus protection, which requires that the antivirus and firewall solutions always be up-to-date. The service checks every hour for a new update through a process that is automatic and transparent to the customer. However, you do need to be connected to the Internet. COGECO Security Services can connect to the update server.

Q: What are the minimum PC requirements for COGECO Security Services?

A: COGECO Security Services currently supports the following operating systems: Windows 98 , Windows 98 Second Edition, ME , Win 2000 and XP. COGECO Security Services does not support the server versions of the above operating systems.

Q: How do I install the product?

A: Download the program via www.cogeco.ca/security and follow the on-screen instructions.

Q: How do I uninstall COGECO Security Services?

A: You can uninstall COGECO Security Services from the Start menu.

CAUTION :
Once you have followed the steps below to uninstall your security software, please contact the Cogeco Customer Care department at 1-866-879-7179 to ensure we update the status of your licence key and, in the case of Lite High Speed Internet customers, to ensure that we stop billing you.

Follow the simple steps below to uninstall:

Click on Start;
Click on Programs;
Click on COGECO Security Services;
Click on Uninstall COGECO Security Services;
Reboot your PC;
Contact the Cogeco Customer Care department at
1-866-879-7179.

Q: How can I tell that the COGECO Security Services installation was successful?

A: You will see the COGECO Security Services icon in the computer's system tray (located in the bottom right hand corner of your screen to the left of the time). Double clicking the icon will bring up the COGECO Security Services main screen.

Q: After I installed COGECO Security Services and re-booted the computer, it seems to be locking up. What is happening?

A: You most likely installed COGECO Security Services on top of an existing antivirus or firewall application. You will need to reset the computer and start the system in Safe-Mode. Once in Safe Mode, you will need to uninstall the old antivirus and/or firewall application.

Q: COGECO Security Services Virus Protection has detected a virus in the "System Volume Information" or the "_RESTORE" folder, but it cannot disinfect, rename or delete the infected file. What can be done to get access to those files?

A: System Restore is a feature of Windows XP and Windows ME. If the virus infects the computer, it is possible that it could be backed up in the System Restore folder. You will need to disable System Restore by following the steps below:

Windows XP
1. Select "My Computer" (right click);
2. Select "Properties";
3. Select the "System Restore" tab;
4. Select "Turn off System Restore";
5. Press "Apply";
6. Press OK;
7. Restart the computer;
8. Scan all hard drives and all files with COGECO Security Services.

When you have scanned and disinfected all files, please go through those steps again and turn on the System Restore.

Windows ME:
1. Close all open programs;
2. On the Windows desktop, right-click "My Computer";
3. Select "Properties";
4. Select the "Performance" tab;
5. Select "File System";
6. Select the "Troubleshooting" tab;
7. Select "Disable System Restore";
8. Select OK;
9. Select "Close";
10. Select "Yes" to restart your computer;
11. Scan all hard drives and all files with COGECO Security Services.

When you have scanned and disinfected all files , please go through those steps again and turn on the system restore.

Q: I have many files with extensions like "0xe", "0ll" etc. on my hard drive. What are these files?

A: These files were infected and COGECO Security Services Virus Protection renamed them.

Based on COGECO Security Services Virus Protection settings, files can be renamed if they cannot be disinfected or even without trying to disinfect them. You should check your COGECO Security Services Virus Protection settings by double clicking the COGECO Security Services icon next to system tray. The renaming operation changes the first character from the file extension to 0 (zero).

The operation may fail if the file is a worm or a Trojan since these viruses cannot be disinfected.

Depending on real-time scanning settings, the files (0xe, 0ll, etc.) might not be scanned with real-time scanner. Manual scanning is usually configured to scan all files in the system and, when running manual scanning, these files are detected. You may check your COGECO Security Services Virus Protection settings by double clicking the COGECO Security Services icon next to system tray.

These files contain malicious code, but they can't spread from the computer or harm your computer anymore.

If you think that these files are important, you may try to scan and disinfect them again through manual scanning. Please check that "Action on Infection" is set to "Disinfect Automatically" in the Virus Protection settings.

If you think that these files are not important, you may delete them by setting the "Action on Infection" to "Ask from the User" and you may delete those files after manual scan.

Q: What is COGECO Security Services Virus Protection?

A: COGECO Security Services has a built-in Virus Protection (antivirus) with multiple scanning engines, which provide the best protection against viruses for your PC. With its virus detection technology, combined with a fast and automated updating mechanism, your PC will be protected within a few hours after the release of a new virus on the Internet.

Q: Is COGECO Security Services available for Apple Macintosh operating systems?

A: No. COGECO Security Services is available only for Microsoft Windows operating systems.

Q: Does COGECO Security Services work with other antivirus or firewall software?

A: No. You must remove any other antivirus or firewall software before installing COGECO Security Services. There is no real benefit to running any other antivirus software, since COGECO Security Services includes multiple scanning engines that work in unison to provide you with the latest active heuristic scanning and disinfection engine. If you are already using an older COGECO Security Services version, the installer automatically removes it before installing the latest one.

Q: Should I manually scan my hard disks on a daily basis?

A: No, unless you have reason to believe that your computer is infected by a virus, worm or other malware. COGECO Security Services protects you with "always on" real-time Virus Protection.

Q: How do I update the COGECO Security Services databases?

A: COGECO Security Services automatically updates itself – no action is required on your part. Automatic update is performed every time you connect to the Internet or once per hour when you are using your COGECO High Speed Internet connection.

Q: I have received an e-mail about a new virus. The message says that the virus is really dangerous. What should I do?

A: You have most likely received a hoax or a chain letter that spreads information about a non-existent virus. You can find more information about viruses and hoaxes on the F-Secure Web site at http://www.F-Secure.com/virus-info/

Q: How do I change the Personal firewall profile?

A: Double-click the COGECO Security Services icon on your system tray at the bottom right corner of your screen. On the main menu, choose 'Personal firewall'. On the 'Personal firewall' panel, choose 'Personal firewall profile' and click 'Change'. Next the 'Personal firewall Profiles' selection dialogue will be displayed. You can choose the suitable profile from the selection available. COGECO does not recommend changing your profile as you may be reducing your protection and putting your computer at risk for attacks and Internet threats. Only advanced users who understand the consequences should change the firewall settings.

Q: How do I change the Personal firewall rules? I used to play network games or use peer-to-peer software on the Web before I installed COGECO Security Services, but these applications are not working anymore. What do I do now?

A: Double-click the COGECO Security Services icon on your system tray at the bottom right corner of your screen. On the COGECO Security Services main menu, choose 'Personal firewall'. On bottom of the 'Personal firewall' pane, click 'Advanced Settings'. Next, the 'Network Protection Settings' will be displayed. By choosing ‘Rules' tab, you can check your firewall rules and perform the required changes, if necessary. Please consult your software documentation to determine which ports need to be opened for your application.

Q: Firewall rules vs. COGECO Security Services security profiles?

A: COGECO Security Services includes several security profiles which are pre-configured firewall rule sets. COGECO Security Services users may also create their own firewall rules when the partially customisable or custom profile is activated. The COGECO Security Services user can change the profile depending on what kind of traffic needs to be allowed or denied.

Q: Does IRC (Internet Relay Chat) work with COGECO Security Services?

A: Yes. Normal Personal firewall profile allows IRC. If you are using your own custom security profile, remember to define "Service IRC" and "Service IDENT" traffic allowed in both ways in your customised profile.

Q: What does COGECO Security Services Personal firewall mean, and what is a firewall?

A: COGECO Security Services has built-in firewall (Personal firewall), that protects you when other users are trying to intrude on your workstation and prevents hacking by denying port scans on your computer. There are advantage to having a COGECO Security Services Personal firewall over a traditional firewall: a traditional firewall protects the entire network from outside attacks, whereas the COGECO Security Services Personal firewall protects individual computers by monitoring inbound/outbound connections from/to unknown sources plus it has an advanced intrusion detection system.

Q: I am experiencing technical difficulties with COGECO Security Services, what do I need to do ?

A: In this section we have included a number of support resources that will help you solve many technical difficulties you may be having.

You may also contact our Technical Support Department. They are available to assist you 24 hours per day, 7 days a week.

Q: How can I disable one network card from the Personal firewall?

A: If your network cards are configured to different IP network subnets, you can define (allow/deny) traffic from that subnet according to the rule for that particular subnet in the ‘Personal firewall' settings.

Q: If I want to allow all traffic (for some reason, temporarily), does the Personal firewall rule "allow all (bi-directional)" let all the traffic get through?

A: No. By default, all non-IP protocols will be allowed whatever rule you may have. However, broadcast traffic is not allowed even if you have made a "bi-directional allow all to everywhere" rule. For broadcast you must define additional rules, e.g. "allow all to 255.255.255.255" for global broadcast or "allow all to 192.168.100.255" for single network broadcast.

Q: Can I make rules based on network interface card?

A: No. You can allow or define traffic from a certain subnet, but there is no way to prevent traffic from a certain network interface.

Q: Why is the first COGECO Security Services update package so large?

A: The first package is large because it contains the entire Virus Protection database. The next update will be much smaller. As the server and the workstation will communicate and compare files, only the missing files as well as those that need updating will be sent on subsequent interactions.

Q: Why does downloading the COGECO Security Services updates take so long?

A: The main reason is that the service uses your unused bandwidth. If you are using other applications at the same time, those have a higher priority on the bandwidth and thus slow down the installation process. The load in the network may also affect the installation speed.

Q: How do I know if I have the latest update?

A: You can see the update packages and their date stamps on the COGECO Security Services "Automatic Updates" pane.

Q: What are the different steps to install COGECO Security Services?

A: The following steps are required to install COGECO Security Services:

1. Access the COGECO Internet Security Services Download Centre via www.cogeco.ca/security or my.cogeco.ca/en/security_login_o.html

2. Enter your primary e-mail address and password to identify yourself as a COGECO customer.

3. Copy your licence key on a piece of paper. You will need it to complete the installation process.

4. Read all the instructions and notes on the page and then click on the Install button.

5. You will need to review and accept the legal disclaimer that appears in the next window.

6. If you have a Pop-Up Blocker in place, this window might not appear. To continue, you will need to disable the Pop-Up Blocker and re-click on the Install button. Note that the Google, Yahoo and MSN toolbars contain Pop-Up Blockers. These can be deactivated/activated by right clicking on the toolbar and selecting each toolbar from the menu that appears.

7. After accepting the legal disclaimer, you will be prompted by Windows to "Run/Open", "Save As" or "Cancel" the file download. Select "Run/Open".

8. Windows may then give you a security warning about the publisher of the file or to confirm that you want to install. Please click on "Run to Continue".

9. Once the install process has commenced and the file is downloading, you can close this window and the legal notice window.

10. The initial download may take up to 20 minutes and the complete installation, including scan, may take up to one hour or more. You can continue to use your PC and little action on your part will be required during this time. After the download and install process, but before the scan, you will need to restart your computer to complete the installation.

Please Note:

Parental Control has been turned off. If you wish to activate Parental Control, please click here for instructions. Anti-Spam is configured in Outlook Express to automatically send Spam to the Deleted Items folder.

Q: A pop-up window from COGECO Security Services entitled “Automatic Updates” with the following message appeared on my screen: “Your security profiles have been updated. Please check the new profiles still meet your security needs.” What should I do?

A: This message is to inform you that either your product or firewall settings have been modified to protect you against a new type of threat. For most of our customers, no action is required other than clicking on the OK button. If you are an advanced user with customised settings, you may want to make sure that some of those settings have not been overwritten by the update. If so, you may want to consider revisiting your settings in light of potential new Internet threats.

Q: Your free download of F-Secure does not support the system requirements for my MAC computer. Will this service be available to MAC users?

A: When choosing the F-Secure product, we took into consideration where the invasions of computers most occur as well as the economics of providing this free service to our customers. Since there are very few invasions for MAC users, there are also very few companies who have developed antivirus products for them. The overall threat with MACs is significantly lower than with PCs and the cost of providing an antivirus product to MAC users is quite high.

We therefore chose to offer the product that offers the greatest good for the most people.

Q: Will I get a reduction on my bill since I don't have the antivirus product available to me?

A: Since there are very few viruses targeted at MACs, there is virtually no security software available. Cogeco therefore offers this product only to the customers who run the greatest risk of invasion and, like our competition, do not provide a reduction for those who are not able to receive this package.

Q: Why are my virus definitions not updating?

A: It's most likely that a 3rd party anti-spyware application you have installed has incorrectly tagged the backweb files needed to update COGECO Security Services as spyware and deleted them. To resolve this you must uninstall and then reinstall COGECO Security Services and configure your anti-spyware to not remove files from COGECO Security Services folder. If you need further assistance please contact Cogeco's 24-hour technical support at 1-866-427-7451.

Q: Why am I getting a Spam Control Malfunction message?

A: It's most likely that a 3rd party anti-spyware application you have installed has incorrectly tagged the backweb files needed to update COGECO Security Services as spyware and deleted or quarantined them.

To resolve this you must FIRST uninstall Cogeco Security Service, to do this goto START>SETTINGS>CONTROL PANEL and then click the ADD/REMOVE PROGRAMS icon. Next select COGECO Security Services and Uninstall.

AFTER uninstalling COGECO Security Services goto http://home.cogeco.net/cssu/cssu.exe and select RUN from the download prompt on the screen, once this is completed reboot your computer and then reinstall COGECO Security Services. If you need to download COGECO Security Services again visit https://www.cogeco.ca/portal/en/security_login_o.html and login with your primary username and password.

If you choose to continue using a 3rd party anti-spyware application please configure your anti-spyware to NOT remove files from COGECO Security Services folder. If you need further assistance please contact Cogeco's 24-hour technical support at 1-866-427-7451.

Q: Why do I need to enter a Parental Control password?

A: If Parental Control is enabled, the Parental Control password is necessary for every change in COGECO Security Services settings. Even the user interface of the service cannot be opened without the password.

Q: How can I change the Parental Control settings?

A: New rules can be added from the advanced settings of Parental Control. On the Parental Control tab click on the allowed and denied website link. This will open a view listing all visited, allowed and denied websites in their own tabs. New sites can be added to allowed or denied lists using the add button.
If you are using Internet Explorer, new sites can be listed as allowed or denied using the COGECO Security Services web filter button in the browser’s toolbar.

Q: How can I disable Parental Control temporarily?

A: To disable Parental Control, please click disable link on the Parental Control line of the main user interface. The parental control password is necessary to disable it.

Q: I have forgotten my Parental Control password, how can I access the COGECO Security Services settings?

A: If you have forgotten your Parental Control password, you can access the COGECO Security Services settings by using your subscription number. This number can be obtained through the Cogeco Security website by clicking on the COGECO Security Services download link and entering your primary email address and password. Your subscription number will be displayed after a few screens.

Q: What is spyware?

A: Spyware is software that can record and send through Internet your keystrokes, history, passwords, and other confidential and private information. Spyware is often sold as a spouse monitor, child monitor, surveillance tool or simply as a tool to spy on users to gain unauthorized access.

Q: How to protect against spyware?

A: COGECO Security Services has a real-time spyware-scanning engine enabled by default combined to antivirus protection. You may also run a separate manual scan for spyware.

Q: There’s a lot of spyware found every time I scan the computer!

A: The majority of spyware items are so called tracking cookies. Cookies are items in Internet browser that web sites use to save some information on the users computer. Those can compromise your privacy.

Q: The software I've been using doesn't function after cleaning spyware from computer.

A: Some software you use may contain spyware and after cleaning spyware from the computer that software might not function properly. If you choose to continue using the software despite of the spyware, you can restore the quarantined spyware. After restoring it you can make a manual scan for spyware and choose to exclude the needed spyware. Then it won't be found in real-time scanning or manual scans.
Please note that if you choose to delete the detected spyware, it is not possible to restore it anymore.

Q: How to restore quarantined spyware?

A: This is how you can restore quarantined spyware:

1. Open COGECO Security Services main user interface.
2. Choose Virus & Spyware Protection.
3. Click Configure on the line Quarantined Spyware.
4. Select the spyware to restore by clicking the line and click Restore button.

Q: How to delete quarantined spyware?

A: This is how you can delete quarantined spyware permanently:

1. Open COGECO Security Services main user interface.
2. Choose Virus & Spyware Protection.
3. Click Configure on the line Quarantined Spyware.
4. Select the spyware to delete by clicking the line and click Delete button.

Q: I have installed another Spyware application (Spybot, Ad-aware, etc) after I installed COGECO Security Services. Could this cause a problem on my PC?

A: Installing Spyware applications over COGECO Security Services is not recommended and could cause conflicts with the software.

Q: What is a pop up?

A: A pop-up is a graphical user interface display area, usually a small window, that suddenly appears ("pops up") in the foreground of the visual interface.

Q: The COGECO Security Services Pop-up Blocker does not seem to be working with my browser. What should I do?

A: The COGECO Security Services pop-up blocker is compatible with Internet Explorer 6. Please ensure that your browser is up-to-date in order to take advantage of this security feature.

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