Lavasoft FAQ pages

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If your serial number/registration key/activation code has been lost, there is a quick and easy way to get it back.

1. Log in to the Support center: http://www.lavasoft.com/support/supportcenter/

2. In the left menu, under 'Support Center', select 'Your Licenses'.

3. Here you will find your license info. Below your license you can find a letter icon: 'E-mail Serial Number' and clicking it will automatically send an email with the serial number to your registered email address.

Note: the 'E-mail Serial Number' notification email may be filtered as spam. Please, check your spambox/ junkmail

During the software installation, the License Wizard will prompt you to enter the Activation code. Copy and paste the Activation code from the confirmation email sent at the time of purchase into the Activation code field and click next. The software will then connect to the activation server to verify this code and then continue with the installation of the software.

We recommend that you first update the software and then carry out a complete scan. Follow these steps:

1. If you use WindowsXP, deactivate the system recovery.
If you need any details on this, please refer to Microsoft support.
2. Start the computer in safe mode (press F8 during restart).
3. Open Anti-Virus Helix, go to the Scanner window and start the scan of all local drives.
4. After the scanning, please, delete manually the viruses from archives, which could not be deleted by Lavasoft Anti-Virus Helix and were reported in the logfile (AVSCAN*.LOG).
5. For absolute certainty, after deleting all viruses, we recommend that you carry out another scan.
6. Restart the computer (in normal mode) and reactivate, if necessary, the system recovery.
7. Update Anti-Virus Helix.

We strongly advice you to schedule regular Microsoft updates, for closing eventual security holes.

If this procedure does not have the desired results, please, send us the infected files. http://upload.lavasoft.com/upload/submit_file.php

With Lavasoft Anti-Virus Helix you can update separately the program files from the Virus Definition Files (VDF) and the virus detection module (Engine). You can make the update settings in the Lavasoft Anti-Virus Helix main window, Extras -> Configuration, General -> Update. Activate the Expert mode, if the General settings are not available. Download and install product updates automatically: Product updates are downloaded and installed together with VDF and Engine files. Notify user if product updates are available: When a product update is available, a notification appears for installation. If the user refuses, another notification appears after 7 and 30 days. Do not download product updates: Only new VDFs and Engine are downloaded and installed. The default options for Anti-Virus Helix is: (1) Using options (2) and (3), the user decides if and when to download and install program enhancements. These are mostly useful to users with a slower Internet connection, to shorten the updates download time. In case there is an exception, and the VDF and Engine updates require a program update, a separate notification appears.

It might be because of invalid (temporary) files. To solve the problem, browse to the directory "C:\Documents and Settings\All Users\Application Data\Lavasoft\Lavasoft Anti-Virus Helix" and empty the directories temp and idx.

Then run the file preupd.exe, located in

C:\Program Files\Lavasoft\Lavasoft Anti-Virus Helix

Please check if the problem has been solved, during the update.

When you try to run an update after installing Lavasoft Anti-Virus Helix on Windows Vista, by selecting Start update in Lavasoft Anti-Virus Helix main window, nothing is happening.
This problem occurs if you previously ran Norton Removal Tool on the computer. This removed an important system variable, Common AppData, and so Lavasoft Anti-Virus Helix places its application directory in C:\Windows\.

In other cases the installation is apparently accomplished by Lavasoft Anti-Virus Helix, after click on Finish the Setup can crash. But neither the Lavasoft Anti-Virus Helix program symbol appears on the Desktop also no files are in the installation directory.

In order to solve this problems, you need to edit the registry.

Go to Start -> Run..., type the command regedit and press OK. Navigate to and open the following key:

HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\explorer\Shell Folders

Common AppData

C:\ProgramData

You can see the information about your license directly in the Lavasoft Anti-Virus Helix Status window, under Your Product is Activated Until. Also this information is in the main menu, under Help - About Lavasoft Anti-virus Helix - License Information.

It may have multiple causes. Usually you can find a more detailed error message in the corresponding logfile.

Maybe the Internet connection is not available at the moment.
To check it, try to open an Internet page in your browser (e.g. www.lavasoft.com). If it does not work, please contact your administrator or Internet Service Provider.

Another cause could be a proxy server, which you have not yet set in the Lavasoft Anti-Virus Helix configuration.
In this case, type the connection data of your proxy server in the following area:

Extras -> Configuration -> General (Expert mode) -> Update -> Web server -> Proxy

If you use a firewall, the error cause could be a blocked connection.
The list below contains the processes your firewall should allow:

• sched.exe
• avcenter.exe
• avguard.exe
• avgnt.exe
• update.exe
• avesvc.exe
• avmailc.exe
• avconfig.exe
• preupd.exe

All these files are located in Lavasoft Anti-Virus Helix installation directory (C:\Program Files\Lavasoft\).

After installing Lavasoft Anti-Virus Helix from a commercial CD-ROM, an Internal error may occur during update. On the last line of the Updater's logfile you can read the error message: "Critical error: cannot find the commapp_dir_av variable" In order for the Update to work, please download the newest installation file of Lavasoft Anti-Virus Helix from our website and install it again, after you uninstall the older version. http://www.lavasoft.com/support/supportcenter/index.php

The reason is that both AOL and the above mentioned Lavasoft Anti-Virus Helix products use a WebGuard to check the data traffic. This causes a conflict.

Because you are not allowed to deactivate the AOL Webguard, you have to uninstall Lavasoft Anti-Virus Helix WebGuard as follows:

• Go to Start -> Settings -> Control Panel => Add or Remove Software (XP) / Programs and Features (Vista)
• Select Lavasoft Anti-Virus Helix
• Click Change => Modify => remove the check-mark for Anti-Virus Helix WebGuard
• Click Next until Finish
• Restart the computer

Afterwards, the Internet connection runs without interruption.

This is a heuristic warning and it indicates a virus suspicion. You can move the file to Quarantine. In the Quarantine menu you can send us the file, we can check it thoroughly and add it to the detection database if necessary.

PHISH detections refer to an email or to your mailbox. If the email could not be deleted, please remove it manually from your inbox.

If, after first installing Lavasoft Anti-Virus Helix, you note that Guard, MailGuard, WebGuard or the Scheduler are inactive, the fault may lie with Windows Defender from Windows Vista. This security program is active by default on Windows Vista. Please follow these steps, to solve the problem:

1. Deactivate Windows Defender from Start -> Control Panel -> Windows Defender -> Extras -> Options and deactivate the option Automatically scan computer
2. Deactivate the option Use Windows Defender from Administrative tools
3. Restart the computer
4. Go to Start -> Control Panel -> Programs -> select Lavasoft Anti-Virus Helix and Change program, then click Next until Finish.
5. Restart the computer

Then check in all Anti-Virus Helix main windows, if all its services are active.

On-access scanning is done by the Guard, which scans files for viruses in real time, when opened, saved and run.

On-demand scanning, on the other hand, is done manually. You can select the drives and folders you want to scan.

• Open Lavasoft Anti-Virus Helix and go to Extras -> Configuration
• Activate the Expert mode.
• Go to Guard and expand the Scan settings.
• Click on Further actions and disable the option to Use event log.

Guard:

• Open Lavasoft Anti-Virus Helix and go to Extras - Configuration.
• Activate the Expert mode.
• Go to Guard and expand the Scan settings.
• Click on Further actions and disable the option Acoustic alert.

Anti-Virus Helix

• Open AntiVir and go to Extras - Configuration.
• Activate the Expert mode.
• Go to Scanner and expand the Scan settings.
• Click on Further actions and disable the option Acoustic alert.

The option for setting a password is in the Extras menu under Configuration - Expert mode - General - Password. In this window you can also set the Areas protected by password, like activation of Guard, MailGuard and Expert mode. You can access the Configuration menu easliy by pressing the CRTL and F8 keys together.

To set exceptions in Lavasoft Anti-Virus Helix, open the Anti-Virus Helix Configuration (Extras -> Configuration) and activate the Expert mode first.

The exceptions are configured for the Scanner and Guard separately, so please select the corresponding module in the left panel:

• Scanner -> Scan -> Exception

• Guard -> Scan -> Exception

Then you can add files to be omitted for both Scanner and Guard in the configuration window. For Guard you may also specify processes to be omitted from scanning.

Heuristics refers to a "preliminary detection" feature, which can also detect unknown viruses.

This is due to a complex analysis of the affected code and scanning for virus-specific functions. If the analysed code does meet such characteristics, it is reported as suspect.

This does not mean, however, that the code is a virus for sure; false positives may occur.
Please send us the files, that were heuristically detected, for further analysis.
You can send them using the submission form on our website:
http://upload.lavasoft.com/upload/submit_file.php

The Repair option works only for files, which have been modified by a virus. The virus itself can not be repaired, because it does not modify an original file - the file is the virus.

The program includes the Repair feature, but it can be used seldom, due to the reduced number of modified files. Most of the detected viruses, worms and Trojans are components of the viral main file and they reach the system afterwards.

Download the Lavasoft Anti-Virus Helix installation file again from http://www.lavasoft.com/support/supportcenter/index.php.

Select "Repair program" as installation option and follow the installation instructions. The procedure ends with a restart.

Lavasoft Anti-Virus Helix reports viruses or malware detection. In addition, you can set Lavasoft Anti-Virus Helix to detect other so-called Extended threat categories.

Go to Configuration, enable the Expert mode, then go to General -> Extended threat categories. Here you can activate or deactivate more unwanted program types.

Adware/Spyware:
Software that displays advertising pop-ups or software that very often without the user's consent sends user specific data to third parties and might therefore be unwanted.

Backdoor-Client (BDC):
In order to steal data or to manipulate computers, a Backdoor-Server program sneaks in, without the user's knowledge. This program can be managed by third parties through a Backdoor-Client via Internet or network.

Double Extension Files:
Executable files, which disguise their own extension and thus appear to be harmless.

Dialers:
If you activate this option, you are warned when a dial-up program tries to connect and charge a fee. You can just delete the unwanted 0190/0900-dialer. In case you really want to use such a dialer, you can declare it as exception and it will not be scanned.

Security Privacy Risk (SPR):
These are programs that might be able to affect the security of your system, might trigger activities you might not want or might violate your privacy.

Games:
If you activate this option, you are warned every time a game is detected.

Unusual Runtime Compression Tools:
Files that have been compressed using an unusual tool and are therefore suspicious. Make sure they come from a trusty source.

Jokes:
Joke programs are just meant to scare, amuse or annoy someone. They are harmless for the computer and do not spread themselves. Attention: the symptoms of joke programs can be triggered by viruses or Trojans.

If you login as Guest, the status of the Lavasoft Anti-Spyware Helix services is not shown and the tray icon displays the off state. This is because the Guest account has very restricted rights and it cannot see the status. However, the Anti-Virus Helix services are running and you are protected against viruses, even if logged in as Guest.

You can make the report settings under Configuration -> Expert mode -> Scanner -> Report

Default: When this option is activated, the Scanner logs the names of the concerning files and their path. Extended: When this option is activated, the Scanner logs alerts and tips in addition to the default information. Complete: When this option is activated, the Scanner logs all scanned files. In addition, all files involved as well as alerts and tips are included in the report file.

After installing Lavasoft Anti-Virus Helix, it might happen that you can not send emails. A warning may appear: TLS connection detected. Email sending blocked.

The TLS (Transport Layer Security) encryption protocol is not yet supported by MailGuard. You can:

1. Turn off the scanning of outgoing emails in Anti-Virus Helix MailGuard settings, or
2. Set another SMTP port instead of port 25, or a different connection type altogether, in your email Client.

1. Turn off the scanning of outgoing emails
If you can not set another SMTP port or connection type in your email Client, turn off the scanning of outgoing emails in Lavasoft Anti-Virus Helix configuration, as described below:

• Open Lavasoft Anti-Virus Helix
• Click on Configuration -> MailGuard
• Activate Expert mode
• Go to MailGuard -> Scan
• Deactivate the option Scan outgoing emails (SMTP)
• Confirm with OK

The protection for incoming email remains activated.

2. Set another SMTP port or connection type..
The configuration steps below refer to the email Clients:

1. Outlook Express,
2. Mozilla Thunderbird 2, and
3. Outlook 2003.

a. Configuration of Outlook Express (Version 6):

• Open Outlook Express -> Tools -> Accounts, open the Mail tab and select the account
• Press Properties, click on Advanced
• Under Outgoing email (SMTP) change the port 25465 The change will take effect immediately.
• Press OK and close Configuration.

b. Configuration of Mozilla Thunderbird (Version 2):

• Open Mozilla Thunderbird -> Tools -> Account Settings
• Click on Outgoing Server (SMTP) and press Edit
• Under Use secure connection, select SSL(Port 465)
• Press OK and close Configuration.

c. Configuration Outlook 2003

• Open Outlook -> Tools -> E-mail Accounts, click on the E-mail tab and select the account
• Activate the option View or change e-mail accounts and click Next
• In the E-mail Accounts window, click on the email account you use, click Change, and select More settings
• In Internet E-mail Settings, click Advanced and under Use secure connection (SSL) enter port 465 instead of 25.
• Press OK

Side-effects are common in IT world. The problem is usually solved by defining an exception.

Please insert an exception in Anti-Virus Helix's configuration, in Guard's Expert mode:
Start Lavaoft Anti-Virus Helix -> Configuration -> activate Expert mode -> Guard -> Scan -> Exception -> Processes to be omitted for the Guard

Please insert the following process names:

Zeichenprogramm.exe
p10.exe

After you restart the system, the software should run properly.

Guard is an on-access scanner, which scans every modified file on the computer or in the network.

MailGuard, on the other hand is an email scanner for POP and SMTP, which scans for viruses and unwanted programs on every incoming email and attachment, and even outgoing ones if so configured.

"Rootkit" usually defines software, that after infiltrated in a system, it hides resources such as registry entries, files or processes. Thus it conceals the presence of attackers on the system, allowing them access at any time.

If installed on a Windows 64 bit system, Lavasoft Anti-Virus Helix experiences the following temporary restrictions:

• Protection of Anti-Virus Helix services is not activated;
• Detection of active rootkits is not activated.

The installation of rootkit protection through kernel patch protection on Windows Vista is not yet possible. Microsoft has not yet released any API for security tools. Until then, the activation of the above mentioned Lavasoft Anti-Virus Helix functions can be improved.

Yes, this feature has been integrated in Anti-Virus Helix.

You can activate the boot sector scanning in the Scanner's configuration:

When boot sector scanning is activated, the boot sector of the local drive is scanned along with the drive.

If you want to scan only the boot sectors, go to the Extras menu, select Boot records scan and then the drive:

Then click Scan.

If you use Internet Explorer 7.0 on Windows XP or Windows Vista, the following problems may occur. The exact cause for this behavior is not yet known.

• Suddenly desktop shortcuts do not work.
• Your saved Internet favorites are unavailable or broken.

Solution for Windows XP
Create an exception for Anti-Virus Helix Guard to exclude shortcuts from scanning.

1. Open Anti-Virus Helix -> Extras -> Configuration and activate the Expert mode.
2. Select Guard -> Scan, click on File extensions and delete the .URL extension from the list.
3. Open Guard -> Scan -> Exception.
4. Under File objects to be omitted for the Guard, type .url and press Add.
5. Under File objects to be omitted for the Guard, press the browse button [...], select C:\Documents and Settings\\Favorites and press Add.
6. Save the configuration by pressing OK.

Solution for Windows Vista
Create an exception for Anti-Virus Helix Guard to exclude shortcuts from scanning.

1. Open Anti-Virus Helix -> Extras -> Configuration and activate the Expert mode.
2. Select Guard -> Scan, click on File extensions and delete the .URL extension from the list.
3. Open Guard -> Scan -> Exception.
4. Under File objects to be omitted for the Guard, type .url and press Add.
5. Under File objects to be omitted for the Guard, press the browse button [...], select C:\Users\\Favorites and press Add.
6. Save the configuration by pressing OK.

It means that the file type is determined based on the first Bytes (keyword: file header). The file type is thus identified, regardless of the file extension.