In order to benefit from the services included with your Tesco Antivirus & Antispyware, it is essential to register. The services you will be able to access after registering include: Tech Support, Internet Updates and, 24h SOS Virus, etc.

When you register, you will receive:

• A Client number to identify you as a registered Tesco Software client. This number will help us to rapidly find your details in our database whenever you contact us.
• User name and password: the allow you to configure your security solution to automatically update every day. Similarly, these details will allow you to access the exclusive client Download area, whenever necessary, without needing to register the program again.

Please register online - How to register online

1. Go to http://www.tescosoftware.com/registration
2. Follow the instructions displayed during the registration process. Keep in mind the following information when registering.
3. The most important data for registration is your activation code. You must enter the complete code without blank spaces.
4. Your activation code can be found on the inside of your product in the top right above the CD
5. Once you have registered, it is advisable to print or save the page for safekeeping. The page will include data on the services included and the expiry date. Your Client Number, User Name and Password will be required for accessing any of the services included with your product.
6. Once registration is complete, you will receive an e-mail from Tesco Software informing you that your user name and password are active. From then on you can access updates via Internet and the rest of the services.

Additional Information

Remember that if you have already registered the product and the services are activated, you shouldn't register again to access your personal details. If you don't remember them, go to our Password Reminder.

If you are already a registered client and have purchased another product, you must register the new product by following the instructions described in this FAQ

After registering, if you need to change the email address at which you receive any communication from Tesco Software, you can do so from the Change email service in the Client details section of the Support area, or by clicking here.

Once you have acquired and registered your Tesco Antivirus & Antispyware, for as long as the license has been contracted and without additional charge, this includes the following services:

• Daily updates of the Virus Signature File and of the scan engine.

The update service keeps your computer protected against the new viruses, hacking tools, dialers, jokes, etc. which appear every day and it offers you a new Virus Signature File updated every day of the year.

The updates also include the access to new versions and technical improvements to Tesco Antivirus & Antispyware . From the Downloads area of the Tesco Software website, you can download the latest version of the program available whenever you want to install it on your PC.

www.tescosoftware.com/techsupportform. If you want some more detailed information about how to configure Tesco Antivirus & Antispyware for it to carry out the updates automatically, click here.

• Technical support via e-mail.

You will be able to send us your inquiries, 24 hours a day, 365 days a year, following these steps:

Enter Tesco Antivirus & Antispyware by following these steps:

1. Go to http://www.tescosoftware.com/techsupportform and fill in the enquiry form. Don't forget to complete the form with your client number and as much information about the problem as you can supply us.

   24 h-S.O.S. Virus
   If you suspect any of your files is infected by a new virus, 24h- S.O.S. Virus will help you to remove it.
   Just send us the suspicious file by following these steps:

   1. From the main screen of Tesco Antivirus & Antispyware , click on the Services menu.
   2. Select the option "Send suspicious files (S.O.S. Virus)".

   Within 24 hours you will have the solution.

Before uninstalling Tesco Antivirus & Antispyware , bear in mind that from that moment onwards, it will not be protected against viruses and other threats.

How to uninstall the program

1. Click on the Windows Start button.
2. Select Programs.
3. Select the option Tesco Antivirus & Antispyware .
4. Click on Uninstall.
5. When the uninstallation finishes, you will be asked to restart the system.
Once you have completed these steps, your Tesco Antivirus & Antispyware will be correctly uninstalled.

To automatically uninstall the program

Only if the process described above is not completed correctly, it is advisable to follow the steps below:

1. Download the file UNINST_v1011.exe by clicking here.
2. Save the file, to the Windows Desktop for example.

This file should never be saved directly to the C:\ drive.
3. Double click on the file. An MS-DOS window opens.
4. Press Y to start the automatic uninstallation process.
   This process could take a few minutes.
5. When the process completes, the message NEED REBOOT appears on screen.
6. Restart the computer to complete the uninstallation process.
NOTE: In Windows 2000/XP, the SMCLpav folder generated when running the file is automatically deleted when the uninstallation process completes. In Windows 9x, however, this folder must be deleted manually when the process is complete.

Additional Information

You can also uninstall the Tesco Antivirus & Antispyware through the

7. Add/Remove Programs
option in the Windows
8. Control Panel.

New viruses which threaten your system's security appear every day. This, not only means you need to have a good antivirus installed on your computer, but also that you should always have it regularly updated.

In order to know if your antivirus is correctly updated, Tesco Antivirus & Antispyware includes a new diagnosis tool which informs you at any time of the updates status.

How to carry out the diagnosis:

In order to check if Tesco Antivirus & Antispyware is correctly updated, follow these steps:

1. Click on Windows Start.
2. Select Programs.
3. Select the option Tesco Antivirus & Antispyware .
4. Once the antivirus is open, in the first window, under the section Program status, you will be able to check the following things:
• Last updated: It indicates the date in which the last update of the Virus Signature File was carried out.
  If the update was performed less than three days ago, it will appear in green; if it was made less than seven days ago, you will see a warning and it will appear in orange; if it has not been updated for more than seven days, it will appear in red with an exclamation mark.
• License expires: It indicates the date until which the services have been contracted.
  When there is more than a month left, the date will appear in green; when there is less than a month left, it will appear in orange and when there is less than a week, it will appear in red.
• Automatic updates. It indicates if it is Enabled or Disabled and if its functioning correctly. If the functioning is incorrect, you will see the instructions to follow to solve it.

Malware is any program, document or message liable to have negative effects on IT systems.

If you think that your computer could be affected by malware, follow the steps below:

1. Check if the anti-spyware protection is enabled.
   For instructions on how to configure the anti-spyware protection in Tesco Antivirus & Antispyware Antivirus & Antispyware, see FAQ 11 - How do I configure the antispyware protection in Tesco Antivirus & Antispyware.
2. Check if the anti-dialer protection is enabled.
   For instructions on how to configure the anti-dialer protection in Tesco Antivirus & Antispyware , see FAQ 12 - How do I configure the anti-dialler protection in Tesco Antivirus & Antispyware.
3. Check that Tesco Antivirus & Antispyware is correctly updated.
   For instructions on how to check if the program is correctly updated, see FAQ 4 - How can I know if Tesco Antivirus & Antispyware is correctly updated.
4. After checking if the antivirus is updated, enable the heuristic scan and carry out a full scan of the computer. If your antivirus detects malware during this process, follow the instructions displayed by the program in order to eliminate it.
   
   If your antivirus does not detect malware during the process but detects a file that could be infected, send the suspicious file or files to Our Labs so that they can be analysed.
   
   If you think that your computer could be affected by malware and don't know how to locate the files that you must send to our Labs, follow the steps below:
5. 1. Click on the My Computer icon to open it and click on Tools, then Folder options. Select the View tab and uncheck Hide extensions for known file types.
   2. Enable Show all files.
   3. Click on Apply and OK.
   4. Look for all files that could be infected, to do this:
   1. Go to the Windows System directory.
      By default, this directory is C:\WINNT\SYSTEM32 in computers with Windows 2000/NT; C:\WINDOWS\SYSTEM32 in computers with Windows 2003/XP and C:\WINDOWS\SYSTEM in computers with Windows Me/98.
   2. Arrange the files by date.
   3. Find and take note of all the executable files (all files with an EXE, COM, PIF, BAT, SCR or DLL extension) created or modified over the last week.
   5. Go to the Registry and check if any key points to a suspicious file. To do this, follow the steps below:
      1. Click on Start, then Run and write REGEDIT. Click on OK.
      2. Click on the + symbol next to HKEY_LOCAL_MACHINE, then on the + next to the Software folder, then on the + next to Microsoft, then on the + next to Windows and finally on the + next to Current Version. Select the Run folder. Check if this folder contains any references to a suspicious file. Look for this file or files in all of your computer and note them down.
      3. Carry out the same steps with the HKEY_CURRENT_ USER key. Close HKEY_LOCAL_MACHINE. Click on the + symbol next to HKEY_CURRENT_ USER, then on the + next to Software, then on the + next to Microsoft, then on the + next to Windows and finally on the + next to Current Version. Select the Run folder. Check if this folder contains any references to a suspicious file. Look for this file or files in all of your computer and note them down.
   6. Check if there are any processes on your computer that do not correspond to any of the programs installed. To do this, follow the steps below:
      1. Close all the programs and hold down Ctrl+Alt+Del at the same time.
         If you use Windows 98/Me, a window containing the list of processes will open. Check if any of them do not correspond to any of the programs installed.
         If you use Windows 2000/XP/NT, a window containing several buttons will open. Click on Task Manager. A window containing three tabs will be displayed. Select the Processes tab and check if any of them do not correspond to any of the programs installed.
      2. If there is a suspicious process, look for the file or files corresponding to the process and note them down.

Send the suspicious files through the option in the antivirus program or attach them to an e-mail and send them to virus@pandasoftware.com - When sending these files, give as much detail as possible about what has happened, and specify your Client Number. After these files have been studied and analyzed, you will receive the results and the corresponding solution (if they have been identified as malware) or certification that the files are malware-free.

Additional information

For detailed information about a certain malware, go to our virus Encyclopedia by clicking here. You can also access information about spyware or other malware and how they work by clicking here.

Click here to download the User Guide. AntiVirus_Quickstart_Guide.zip

You will need to Winzip to open this file. If you don't already have it, get this free trial of winzip here

Tesco Antivirus & Antispyware is very easy to install thanks to the installation wizard which will guide you through the process step by step.

How to install

1. Before installing the antivirus, check your computer meets the minimum installation requirements:
   
   Antivirus minimum installation requirements
   Processor: Pentium 150 MHz.
   RAM: 96 MB.
   Hard disk: 110 MB-200 MB free space.
   Operating system: Windows 98, Windows Millennium Edition, Windows 2000 Professional and Windows XP (32-bit edition).
   Other: In Windows 2000 Professional and Windows XP you must have administrator rights.
   Browser: Internet Explorer 5.01
2. Insert the CD-ROM in the CD drive.
3. When the CD-ROM is run, the wizard, which will guide you through installation, will automatically run. If this option is disabled, go to Windows Explorer, select the CD-ROM drive and run the file SETUP.EXE.
4. If you are installing from a CD-ROM with the autorun file, click on the arrow at the end of the autorun presentation and the installation process will start.
5. Select the language in which you want to install the antivirus.
6. A warning message will appear advising you to close any programs that are open, mainly e-mail programs, such as Microsoft Outlook.
7. It is not recommended to have two antivirus products installed on the same computer. Therefore, if another antivirus product is already installed, a message will appear informing you that you must uninstall it before installing Tesco Antivirus & Antispyware.
   
   Tesco Antivirus & Antispyware will request confirmation to uinstall this other antivirus program. After clicking OK, it will automatically uninstall.
Next, the Tesco Antivirus & Antispyware welcoming screen will appear.
8. Then, the next screen will display the program components. It is necessary to select Next to continue with the installation.
9. The license agreement is displayed. Click on Yes to continue with the installation process.
   If you don't accept the license agreement, the installation process will be aborted.
10. Select the desired type of installation. You will be given two choices:
    • Typical Installation (all the default components will be installed. This is recommended)
    • Custom Installation (it is possible to choose the components to install)
11. After clicking OK, a memory scan will be done automatically.
12. Once the scan is finished, click on OK so that the installation files are copied to the hard disk.
13. Once the installation is completed, you will be able to register the product. This step is only necessary if the program has not been registered previously.
14. Finally, after clicking Next, you will be given the option to restart the computer now or later. If you choose to restart it later, bear in mind that installation will not be completed until you do so.

NOTE:
If the minimum installation requirements are not met, but a minimum 64MB RAM memory is available, Tesco Antivirus & Antispyware will automatically detect it and a reduced installation will be granted where only the file protection will be installed (known threats and spyware detection)

Firewall installation requirements

• It is not recommended to have two firewalls (if you want to learn about firewalls, visit The Glossary to find out more) products installed on the same computer.

Additional information
After installing Tesco Antivirus & Antispyware, the automatic protection will be automatically enabled.
To carry out the updates, you need to register the product and configure the updates. For more information on how to configure the updates, see FAQ 9 "How can I configure updates to update automatically".

The network virus technologies and the firewall protection allow Tesco Antivirus & Antispyware to detect unauthorized access to your PC. It does this by constantly monitoring access to the communications ports on the PC. If it detects unauthorized access to these ports or that a remote user is attempting to exploit a vulnerability in order to try to gain access to the PC, Tesco Antivirus & Antispyware will block it and inform the user.

When Tesco Antivirus & Antispyware detects an intrusion attempt, it displays a pop-up message, informing the user that it has detected an intrusion attempt and blocked it. In this case, follow the instructions displayed in the pop-up message to correctly disinfect the computer.

Additional information

In order to correctly detect the new threats that appear every day, it is essential to keep your antivirus updated.

For instructions on how to check that Tesco Antivirus & Antispyware is correctly updated, (See FAQ 4 - How can I know if Tesco Antivirus & Antispyware is correctly updated).

For instructions on how to configure the automatic updates, (see FAQ 9 "How can I configure updates to update automatically")

There are new viruses and threats which appear every day and endanger your computer's security. This is why you need a good antivirus installed in your computer, and one which is permanently and completely updated.

In order to check that Tesco Antivirus & Antispyware updates automatically while you surf the Internet or checking e-mail, you need to check the program settings.

How to configure the Automatic Updates

1. Check that the Internet Explorer settings do not interfere with the process. To do this:
1. Open the browser, click on Tools and select Internet Options.
2. Click on the Security tab and click on the Custom Level button under Internet.
3. In User Authentication, Logon, check that the Automatic logon only in Intranet zone or Prompt for user name and password checkbox is enabled.Open Tesco Antivirus & Antispyware by doing the following:
2. Open Tesco Antivirus & Antispyware, in this order:
• Click on Start.
• Select Programs.
• Select the option Tesco Antivirus & Antispyware
• Click on Tesco Antivirus & Antispyware.
3. Once in Tesco Antivirus & Antispyware, click on the Update icon.
4. Then, select Updates settings.
5. Make sure in the section Automatic updates that Enable automatic updates is checked (the antivirus has this option enabled by default).
   Also enabled by default, is the checkbox Notify me when updating automatically to let you know every time an update is performed.
6. Enter your user name and password as supplied to you when you registered, respecting lower case and capital letters.
7. If you want more information about registration, (see 1 - How do I register?).
   If you have forgotten your details, access the User name/password reminder site.
8. Click on OK to save the changes.
9. Click on Update Tesco Antivirus & Antispyware, now! to perform the update immediately and check that the settings are correct.

Once you have done all this, your Tesco Antivirus & Antispyware will start to update automatically.

Additional Information for users with connection via proxy
If you connect to the Internet through a computer network, via a proxy server, you have to follow these additional steps:

1. Click on the Update icon in Tesco Antivirus & Antispyware.
2. Next, select Configure updates
3. Next, click on Internet access settings in the option Advanced.
4. Select the box Connection to the Internet via a proxy server.
5. Once you have selected this option, Tesco Antivirus & Antispyware will detect the address and port used for the connection to the Internet via proxy. (If you want, you can modify this data manually). If apart from that, the proxy server requires identification, you will have to select this tab and enter the data to access the proxy server.
6. Click on OK to save the changes.

Once you have done this, your antivirus will automatically update.

Additional information
Remember that if you connect to the Internet through a proxy, firewall or router, port 80 must be open for the updates to be carried out correctly.

When the automatic updates can't be carried out, it is usually because Tesco Antivirus & Antispyware is not configured correctly.

How to configure the Tesco Antivirus & Antispyware settings
Open Tesco Antivirus & Antispyware. To do this, click on the Windows Start button, select Programs, Tesco Antivirus & Antispyware and finally, click on Open Tesco Antivirus & Antispyware.

1. Click on the Settings menu and select Internet access settings. The Connection to the Internet via proxy server option must only be enabled and configured if you access the Internet through a proxy server in a computer network.
   If your computer or computers are not connected to a network, this option must be disabled.
2. Click on Updates and select Configure updates.Check that your user name and password are correct by clicking on Check details.
   Remember you have to enter them the way they were sent to you from Tesco Software, respecting capital letters and lower case letters and without blank spaces.
   
   If you want more information about registration, click here.
   
   NOTE:If you have forgotten your details, access the User name/password reminder site.

It is also possible that you are not connected to the Internet for the time needed for Tesco Antivirus & Antispyware to carry out the automatic update. In order to be able to solve it, open manually a connection to the Internet and use the option Update Tesco Antivirus & Antispyware Now!.
Check that the Internet Explorer settings do not interfere with the process. To do this:

1. Open the browser, click on Tools and select Internet Options.
2. Click on the Security tab and click on the Custom Level button under Internet.
3. In User Authentication, Logon, check that the Automatic logon only in Intranet zone or Prompt for user name and password checkbox is enabled.

Additional Information If you want more detailed information about how to configure your Tesco Antivirus & Antispyware for an automatic update, see FAQ 9. How can I configure Tesco Antivirus & Antispyware to update automatically?

The anti-spyware protection safeguards the computer against programs that are installed without the user's permission, or by tricking the user into installing them and then running in the background, sending out confidential user data or displaying advertisements on the PC.

Tesco Antivirus & Antispyware allows you to enable the protection against spyware in email and on disk (attempts to install spyware on the hard disk) or both at the same time.

How to enable and/or configure the anti-spyware protection

1. Open Tesco Antivirus & Antispyware. To do this, follow these steps:
   • Click on the Windows Start button.
   • Then select Programs.
   • Select Tesco Antivirus & Antispyware.
   • Click on Open Tesco Antivirus & Antispyware.
2. Click on Settings in the main Tesco Antivirus & Antispyware window.
3. Select the Automatic protection settings option.
4. Click on Antivirus protection.
5. Then click on Configure detection of spyware and check the Enable detection of spyware checkbox is enabled.

Additionally, Tesco Antivirus & Antispyware allows you to retrieve the Internet Explorer start-up and search pages in case any spyware has modified them. Access this option from the previous screen, that is, in Configure detection of spyware, enable the Administer Internet Explorer settings checkbox.
The following options will be displayed:

• Check all: Allows to select all the listed addresses.
• Save values: Saves the start and search addresses stored in Internet Explorer.
• Restore: Restores the values stored in the last operation.
• Restore originals:Allows to restore the values stored during the installation.
• Modify: Allows to modify the value of the selected address.

Once you have carried out these steps, your antivirus will protect you against spyware entering or being installed on your computer.

Additional information
For more information about spyware or other malware and how they work, click here.

Dialers try to disconnect the active phone connection (the one you use to connect to the Internet) and establish a connection to a premium-rate number.

This type of program could cause problems (significantly increasing your telephone bill). This is why it is very important to be protected against them by keeping the anti-dialer protection enabled all the time.

To enable this option, you must have a modem installed in your computer.

How to enable and/or configure the anti-dialer protection

1. Open Tesco Antivirus & Antispyware. To do this, follow these steps:
   • Click on the Windows Start button.
   • Then select Programs.
   • Select Tesco Antivirus & Antispyware.
   • Click on Open Tesco Antivirus & Antispyware.
   • Click on Settings in the main Tesco Antivirus & Antispyware window.
   • Select the Automatic protection settings option.
   • Click on Antivirus protection.
   • Then click on protection against fraud and check the Detect dialers on disk checkbox is enabled.

If you use a dialup modem to connect to the Internet, it is advisable to specify the number you dial to establish the connection. To do this:

1. Check the Detect dialing of unauthorized numbers checkbox
2. Then click on Configure list of authorized numbers.
3. Specify the number or numbers that can be dialed.
   By doing this, Tesco Antivirus & Antispyware will prevent calls to any numbers that you have not authorized without your permission.

Once you have carried out these steps, your antivirus will protect you against spyware entering or being installed on your computer.

When you renew the Tesco Antivirus & Antispyware services, a message may appear warning you that the license has expired, even though you have correctly completed the renewal process.

Why does the message appear?
This message appears because after renewing the services, the program must contact our server at least once, in order to update the license information.

How to prevent the message from appearing
You can solve the problem by running an update from Tesco Antivirus & Antispyware. Follow the steps below:

1. Open Tesco Antivirus & Antispyware. To do this, click on the Windows Start button, select Programs, Tesco Antivirus & Antispyware and finally, click on Open Tesco Antivirus & Antispyware.
2. Once Tesco Antivirus & Antispyware is open, click on the Update icon.
3. Click on the Update Tesco Antivirus & Antispyware, now! icon.
4. At this moment, Tesco Antivirus & Antispyware will begin to update.

When this process is completed, you will be able to check that the expiry date of the services has been modified.
Likewise, from then on, the program will be automatically updated whenever you connect to the Internet, not needing to carry out the steps above.

When installing the security solution, the following error can be returned 'Error number: 0x80040706', preventing the installation process from completing.
This error occurs because you have an outdated version of the InstallShield installer engine; a widely-used program for installing applications under Windows.
To prevent this error from being returned, you need to update the InstallShield engine. To do this, follow the recommendations in the following article:
http://consumer.installshield.com/kb.asp?id=Q108322

After updating the version of the installer, try installing the security solution again and make sure that it is installed correctly.

This information applies to Windows 2000 Professional. When carrying out an on-demand scan for vulnerabilities, from Scan, Detect vulnerabilities or after the Virus Signature File has been updated (during the memory scan), Tesco Antivirus & Antispyware can sometimes detect the vulnerabilities MS04-011 and MS05-041 in computers running Windows 2000 with Service Pack 4 installed.

Then, when the operating system is updated (Windows Update), a critical update pending installation is not detected. This happens because Microsoft has not included the patches for the MS04-011 and MS05-041 vulnerabilities in Windows Update.

In order to resolve this conflict, access the corresponding Microsoft security bulletins from the link for the vulnerability you need to fix, download the update and then install it.

To resolve the MS04-011 vulnerability, click here.

To resolve the MS05-041 vulnerability, click here.

On occasions, there are cases of random restarts and/or blue screens (BSOD), either when the system is starting up or once it has been restarted. This incident is due to a conflict between the drivers of the Scientific-Atlanta WebSTAR cable modem model and the drivers of the Tesco Antivirus & Antispyware firewall.

To resolve this problem, you should update the drivers of the Scientific-Atlanta WebSTAR cable modem model.

• If the blue screen occurs during system startup, therefore preventing access to it, follow the steps below:
  1. Restart the computer in safe mode with network functions. To do this, when the computer is booting, repeatedly press the F8 key to access the boot menu. In this menu, select Safe mode with networking.
  2. Update the drivers of the Scientific-Atlanta WebSTAR cable modem by clicking here.
  3. Restart the computer as normal.
• If the blue screen error occurs once the system is running, follow these steps:
  1. When the blue screen appears, click on any key to continue.
  2. If the problem persists, restart the computer.
  3. Once you have restarted the computer, update the drivers of the Scientific-Atlanta WebSTAR cable modem by clicking here.
  4. Once you have updated the drivers, check that the incident is resolved, you may need hotfix hft50604s4.exe.

Instructions for applying the hotfix

1. Download hotfix hft50604s4.exe by clicking here
2. Save the file to your hard disk; to the Windows Desktop, for example.
3. Run the downloaded file. You can do this by double-clicking on the hft50604s4.exe file in order to apply the hotfix.
4. Restart the computer to apply the changes and check the incident has been resolved.

In some cases, if the security solution Tesco Antivirus & Antispyware is installed, certain web pages cannot be accessed or only part of the content of these pages is displayed.
The cause of this conflict is the HTTP protection, which scans HTTP traffic before the pages are displayed in your browser.
In order to resolve this incident, we have developed the hotfix hft50606s9.exe. Follow the steps below to apply the hotfix:

Steps to follow

1. Download hotfix hft50604s4.exe by clicking here
2. Save the file to your hard disk; to the Windows Desktop, for example.
3. Run the downloaded file. You can do this by double-clicking on the hft50606s9.exe file in order to apply the hotfix.
4. Restart the computer to apply the changes and check the incident has been resolved.

After applying the hotfix, check that the content of all the web pages you access is displayed correctly.

In some cases, when installing the Tesco Antivirus & Antispyware, after running install.exe or setup.exe, the InstallShield installation program is interrupted, preventing the installation process from continuing.

When running the wizard, InstallShield shows the language selection wizard and then a window with the installation progress bar. However, this window immediately disappears and the installation process ends unexpectedly, without showing any error messages or warnings.

This situation only arises in computers with version 11.50 of InstallShield installed. This version is used by the Google Earth (Release 4 - BETA) software, among others.

How can I resolve it?
Follow the steps below to resolve this conflict:

1. Go to the following directory:
   C:\Program Files\Common Files\InstallShield\Professional\RunTime\11
2. This directory contains a folder called 50. Rename this folder, for example, to 5_. To do this, right click on the folder and select Rename.
   IMPORTANT:You should never delete the folder 50; otherwise, you might not be able to uninstall the program that uses it.
3. After renaming the folder, install your security solution through the usual procedure.
4. After installing the program, change the name of the 5_ folder back to 50.

On some occasions, when scanning a computer with Tesco Antivirus & Antispyware, blue screen errors may occur (BSOD). This is caused by the driver in Tesco Antivirus & Antispyware for detecting rootkits. This is not a systematic error and only occurs on certain computers under certain circumstances.
In order to resolve this incident, we have developed the hotfix hft50606s6.exe.

Steps for applying the hotfix

1. Download hotfix hft50606s6.exe by clicking here
2. Save the file to your hard disk; to the Windows Desktop, for example.
3. Run the downloaded file. To do this, double-click on the hft50606s6.exe file in order to apply the hotfix.
4. Restart the computer to apply the changes.
5. After completing these steps, check that the incident does not occur.

The TruPrevent ™ Technologies implemented in Tesco Antivirus & Antispyware, which detect unknown threats, can prevent the computer from shutting down correctly.

These technologies prevent the MS Excel processes from closing correctly. What's more, the active processes are not visible in the list of operating system processes and therefore, they cannot be ended manually. As a result, when shutting down the computer, it stops at the shutting down operating system screen or shows the desktop in the background.

In order to resolve this incident, we have developed the hotfix hft50606s5.exe.

Steps for applying the hotfix

1. Download hotfix hft50606s5.exe, by clicking here
2. Save the file to your hard disk; to the Windows Desktop, for example.
3. Run the downloaded file. To do this, double-click on the hft50606s5.exe file in order to apply the hotfix.
4. Restart the computer to apply the changes.
5. After completing these steps, check that the incident does not occur.

PLEASE NOTE - this processes outlined in this FAQ will be operational shortly)
Operating Systems

Windows 98, Windows XP Home Edition, Windows Millennium Edition, Windows XP Professional Edition, Windows 2000 Professional

In order to continue benefiting from the services provided by Tesco Antivirus & Antispyware Software, you must renew your Tesco Antivirus & Antispyware . After you have done this, you will be able to continue updating your antivirus in order to ensure that you are protected against the new viruses that appear every day.

Below are the steps that you need to follow in order to renew the services:

1. Access the online store. (Coming soon)
2. Select the country and click on Renewals.
3. Access the renewals area now.
4. Once you have accessed the renewals area, fill in your E-mail address and Client number fields and click on Next.
5. The client number must be entered exactly as it appeared in the e-mail or letter you received after activating your services.
If you don't remember your number, access the User name/password reminder site.
6. The e-mail address must be the one you provided when you registered the product.
7. When you click on Next, the registered product that can be renewed will be displayed. Click on the Renew corresponding to the product, if more than one is available.
8. The renewal options are displayed. Select the option you want, read the License Agreement and click on Next.
9. In the next window you can modify the personal details you provided when you registered the product. You must also select the form of payment.
10. After selecting the form of payment, click on Send. A screen will be displayed in which you can confirm if your purchase details are correct.
11. If they are correct, click on Finish. Then a screen will appear confirming that the renewal has been completed correctly.

This process uses a series of security technologies to guarantee the confidentiality of your data.You can print this screen to keep as a receipt for the renewal process. Within 48 hours Tesco Software will send you an e-mail confirming your user name and password and the expiry date of the services you have just renewed. When you receive this data, you user details will be re-activated, with the same client number, user name and password.

Additional information

For any additional information contact Tesco Software. Remember that your user name and password are essential for updating your antivirus. For more information on how to configure Tesco Antivirus & Antispyware to perform updates, see FAQ 9 - How can I configure Tesco Antivirus & Antispyware to update automatically?

Tesco Software has developed hotfix hft50606s12.exe in order to optimize the firewall technology implemented in the Tesco Antivirus + Antispyware security solution.

Improvements implemented in the hotfix

1. Compatibility has been optimized with Realtek and GPRS / EDGE network cards.
2. Random Internet connection loss has been resolved.
3. Random blocking of the computer has been resolved.
4. Improved access to shared resources.

Steps for applying the hotfix
Download hotfix hft50606s12.exe by using the following web link. Please click on the link below -
hft50606s12.exe
Save the file to your hard disk; to the Windows Desktop, for example.
Run the downloaded file. You can do this by double-clicking on the hft50606s12.exe file in order to apply the hotfix.
Restart the computer to apply the changes. Once you have applied the hotfix, the firewall technology in Tesco Antivirus + Antispyware will have been optimised