Does the Charter Business® Desktop Security product work with other antivirus
or firewall products on my computer?
No. You cannot have two antivirus products from different vendors installed on your
computer. The Charter Business Desktop Security product automatically detects and
removes your old antivirus and firewall products during the installation. You can
also manually remove any other antivirus or firewall products before installing
the product.
Which operating systems does Charter Business Desktop Security support?
The product supports the following operating systems:
- Windows 7 32-bit and 64-bit: All editions
- Windows Vista 32-bit and 64-bit: All editions, all Service Packs.
- Windows XP 32-bit: Home, Professional, and Media Center editions (Service Pack 2
or newer)
- Mac OS X version 10.5 (Leopard, version 10.5.3 or later), 10.6 (Snow Leopard) and
10.7 (Lion)
What kind of computer do I need for using the Charter Business Desktop Security
product?
Your computer must meet the following requirements:
Microsoft Windows 7 and Vista
- Processor: Intel Pentium 4, 2GHz or higher
- Memory: 1GB or more
- Disk space: 800MB free hard drive space
Microsoft Windows XP
- Processor: Intel Pentium III, 1 GHz or higher
- Memory: 512MB or more
- Disk space: 800MB free hard drive space
Mac OS X
- Processor: Intel processor
- Memory: 512MB or more, 1GB recommended
- Disk space: 150MB free hard drive space
There is no support for mobile devices at present.
How do I uninstall Charter Business Desktop Security?
To uninstall the Windows edition, do the following:
- Click Start.
- Select Control Panel.
- Double-click Add or Remove Programs.
- Locate your Charter Business Desktop Security product, and click Change/Remove.
- When you are asked to restart your computer, restart it.
To uninstall the Mac edition, do the following:
- Open the Finder
- Select Applications > Charter Business Desktop Security
- Double-click Uninstall. The uninstall program asks for your password
and removes the Charter Business Desktop Security product.
I have a shared Internet connection. Can I use Charter Business Desktop Security
on all the computers?
Yes, you can use the license for [x] installations in the same network.
I am experiencing technical difficulties with the Charter Business Desktop Security
product. How can I proceed?
Before contacting our technical support, please see
Customer-Support to find out what you should do. If you cannot find the
answer to your problem, this page also contains the phone numbers of our technical
support. They will assist you in solving any technical difficulties you may come
across.
How can I create and send an FSDIAG file?
If you have technical problems with your security product, you can create and send
an FSDIAG file to our technical support. The file helps us solve technical problems
specific to your computer.
You can create the file by using the Diagnostic Utility tool. The tool gathers vital
information about your system and creates a group of log files. These log files
contain information about your security product, as well as operating system logs
and system settings. In some cases, this information might be considered confidential.
All data collected by the Diagnostic Utility tool is stored locally on your computer.
To create and send the FSDIAG file for Windows edition, do the following:
- Click Start.
- Select All Programs > Charter Business Desktop Security > Diagnostic Utility.
- In the Diagnostic Utility tool window, click OK. The tool starts
gathering information. It creates the output file on your desktop.
- Attach the FSDIAG.TAR or FSDIAG.TAR.GZ file to your support request. The technical
support handles your request and contacts you. Please wait for our reply.
To create and send the FSDIAG file for the Mac edition, do the following:
- Open the Finder.
- Select Applications > Charter Business Desktop Security > Charter Business
Desktop Support Tool.
- In the Support Tool window, click OK. The tool starts gathering
information. It creates the output file on your desktop.
- Attach the fsdiag.tar or fsdiag.tar.gz file to your support request. The technical
support handles your request and contacts you. Please wait for our reply.
The product shows that the virus definitions are out of date. What can I do?
The Charter Business Desktop Security product updates itself automatically, and
you do not have to do anything. However, the clock has to be set correctly for the
updates to work. If your PC clock is off, the virus scheduler will not update. If
you are using a modem, the product is automatically updated every time you connect
to the Internet. If you have a broadband connection, updates are checked once per
hour.
You can also manually check for updates. To open the product, double-click the product
icon at the bottom right corner of your screen. To check for updates:
- Click the Automatic Updates tab.
- Last update check displays the time of the latest update.
- Click Check now. Automatic Update Agent connects to the Internet
and checks for the latest updates. If the protection is not up-to-date, it retrieves
the latest updates.
Is my computer protected against spyware with the Charter Business Desktop Security
product?
The product uses real-time spyware scanning, which is turned on by default. It is
integrated to the antivirus protection. You can also run a separate manual scan
for spyware.
Every time I scan my computer, I find a lot of spyware. Why?
Most likely, the majority of found spyware items are so-called tracking cookies.
Cookies are items in the web browser that websites use to save some information
on the user’s computer. Such cookies can compromise your privacy.
How do I change the security level in the Charter Business Desktop Security
product?
To open the product, double-click the product icon at the bottom right corner of
your screen.
To change the security level:
- Click the Internet Shield tab.
- Next to Internet Shield and the current security level, click Change.
- Read the security level descriptions carefully.
- Select the appropriate level from the list and click OK.
The Internet Shield page now shows the new security level. The firewall rules and
Application Control settings change according to the selected security level.
How can I open a port through the firewall?
You can open a port through the firewall if you want to allow some Internet traffic
and you know the port number that you want to open.
You may not be able to add your own rules to all security levels. Select the security
level to which you want to add the new rule before you open the port.
When you open a port through the firewall, you create a new firewall rule and two
new services.
- Click the Internet Shield tab.
- Click Open a port.
- In the Name field, enter a name for the new firewall rule.
- In the Port number field, define the responder port for the rule.
The responder port is usually mentioned in the product documentation.
- Click OK.
The new rule is added to the firewall rules list and two new services are created
on the firewall services list for both the TCP and UDP protocols with the specified
port number.
How do I know that I have the latest updates?
When automatic updates are turned on, Automatic Updates keep the product up-to-date
any time you are connected to the Internet. You can also check that you have the
latest updates. To open the product, double-click the product icon at the bottom
right corner of your screen. To check for the latest updates:
- Click the Automatic Updates tab.
- Last update check displays the time of the latest update.
- Click Check now. Automatic Update Agent connects to the Internet
and checks for the latest updates. If the protection is not up-to-date, it retrieves
the latest updates.