If you have had a previous version of our software and you have recently renewed, we recommend you uninstall the old version and delete old folders before you install the latest product.

Likewise if you have another antivirus product installed you need to remove this before installing Kaspersky, this is because two Antivirus products cannot work together at the same time, as they will try to check same file resulting in a conflict.

Q. How do I know the Antivirus is working?

A. You should be able to see an icon on the task bar indicating the software is running in the background e.g. . You can also test the working of the software by using a special test file used by the Antivirus industry. The file is called eicar.com and is available from www.eicar.org . The Monitor will detect this file as EICAR-Test File, it cannot be disinfected as it is not a true virus, but it will show you how the software works.

Q. How do I delete an infected email?

A.
- Run a scan to locate the infected email
- Unload KAV Monitor by going to KAV Control Centre and right clicking "Start Kaspersky Antivirus Monitor" and selecting STOP. If you have Lite just right click on icon on task bar and select Unload.
- Delete email
- Empty Deleted Items folder
- Compact mailbox e.g. in Outlook Express - Tools->Options->Maintenance->Clean Up Now->Compact.
- Restart Monitor by right clicking and pressing START option. If you have Kav Lite, open the Kav Scanner Lite and press Monitor button.
- Rescan machine to check all is clear.

Q. How Do I Perform an Update?

A. Automatic update via the Internet
If you want updates to be done via the Internet, just launch the Automatic Update module - Kaspersky Anti-Virus Updater either via Kav Control Centre or via Kav Scanner Lite -> Update button.

Updates using zip-archives.
You can get zip-archives of anti-virus databases from www.kaspersky.co.uk/updates.asp
It is necessary to consider the following: when anti-virus databases are activated they are linked to a single object code, therefore all updates should be done in a strict order: Firstly - cumulative updates, then all weekly updates, issued after cumulative, and then the current daily updates.
Zip-archives should be unpacked into a separate directory e.g. create a folder and call it kav_updates, unpack each zip file individually, you then open the Kav Control Centre and change option from "Update via Internet" to "Update via Local folder" then browse for the Kav_updates folder. Then start the update, don't forget to change to update via Internet when you want to use this method.

Q. What should I do with my key file (VERSION 4.5 ONLY)?

A. The key file needs to be saved to C:\PROGRAM FILES\COMMON FILES\AVP (KAV) SHARED FILES.
The key file is your license to use the software so you should keep it somewhere safe e.g. back up a copy of this onto a floppy disk in case of a HDD failure all you have to do is download latest version and install key. If you receive a confirmation of payment email with user and password details I suggest you back this up to same floppy.

Q. My Monitor icon has disappeared?

A. There are some viruses that target Antivirus and Firewall products for example I-worm.Klez they can knock out the Monitor or other components if the Kaspersky had not been up to date and you received one of these worms.
There is a tool you can use to check for the presence of these few worms called clrav.com it is available from: -
www.nest-soft.co.uk/files/utilities/CLRAV.COM

Download this file and save it to your C:\ drive (on the root of C and not in a folder).
To run it go to Start->Run and type in the following;

C:\clrav.com /scanfiles

It will then scan the system to check for various worms and remove them; there is a list of these worms in the tool when it starts.

Upon a reboot the icon should return, if it was the Klez worm you will need to reinstall the software because it damages entries in the Registry.
If the scan was clean, please check to see if you have a valid license (key file) for the software and also check your system date is correct as the keys are date sensitive.

Q. I am trying to download the software and I get a "zip file is corrupted or damaged" message - what should I do?

A. The download packages are quite large between 9-13mb, with a standard 56K modem that connects at a speed of 33-44Kb/sec this could take over 1 hour to download. On slower connections there is more chance of the connection being interrupted and your download will be incomplete, resulting in the aforementioned error message.

There are things you can try to maximise the download, one is to empty Temp Internet Files and Windows\Temp files and then retry the download. Another is to use a Download Manager program; there are several available on the Internet. Another is to surf reputable sites whilst download is in progress to minimise the chance of your ISP disconnecting you. If you still have problems there is a CD version available at a small additional cost for P&P and handling.

Q. I have received an email warning about a virus jdbgmgr.exe is this genuine?

A. No this is a known hoax message, the same as the sulfnbk.exe email.
Both files are genuine Windows files and should not be deleted. For details on different hoax messages please visit: -
http://www.viruslist.com/eng/index.html?tnews=1005

If you have deleted the file it can be replaced from the Windows CD or copied from a machine running the same version of Windows.

Q. I have just had a virus alert that says "not a virus" what does this mean?

A. There are some "joke" emails, which can be offensive, so at our users request we have added detection for some of these type of emails, as they are not true viruses you can't disinfect them, you just need to delete them. To do this you may need to disable the Monitor, delete the email, and then reenable the Monitor.

If you have any queries that are not answered here, please email support@nest-soft.co.uk

Written By Lisa Clancy

Last Modified 08/10/04

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