Need to Contact Support?
Before contacting support, we ask that you please review this information. There is a high possiblitity that your issue could be resolved quickly and easily in a few simple steps.
- I am having trouble downloading Emmunize
- I am having trouble entering my Emmunize license key
- I receive an error during the installation of Emmunize
- After the installation of Emmunize, I am having problems printing
- After the installation of Emmunize, I cannot open a program
- I need to know how to set up scheduled scans
- My scheduled scans do not seem to be running
- I am having trouble installing new software, updating software, and/or installing Windows updates
- How do I know Emmunize is working?
- Why is my Emmunize icon red
? - Windows Vista or Windows 7 Windows Security Center Message: "Emmunize is on but is reporting its status to Windows Security Center in a format that is no longer supported. Use the program's automatic updating feature, or contact the program manufacturer for an update version."
- Do I need a firewall with Emmunize?
- Does Emmunize filter out e-mail?
Downloading Emmunize
Resolution: Depending on your internet browser, downloading and installing Emmunize will be different. If you are having difficulties downloading and you are NOT using Internet Explorer, try using Internet Explorer because the download and running of the installation can often times be easier than other browsers like Chrome or Firefox. You can view the following video on how to download and install.Close this window
Emmunize License Key
Resolution: Your Emmunize license key is a 32 character code that you should have received via e-mail immediately after your purchase of Emmunize. It might be called "Emmunize Registration Code" in some cases.IF YOU DID NOT GET THAT E-MAIL CHECK YOUR JUNK MAIL FOLDER AND IF IT IS NOT THERE, CONTACT THE WEBSITE YOU PURCHASED IT FROM TO OBTAIN YOUR KEY.
If you received your e-mail and verified it is 32 characters, try copying and pasting it into the box instead of typing it, or vice versa. Make sure that there are no spaces in the front, middle, or end of the license key. All letters should be capitalized. Furthermore, make sure you are not substituting a zero (0) with an O or vice versa.
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Error During Installation
Resolution:1. Reboot your computer and attempt the installation again.
2. Make sure that you have all "Important" and "Optional" Windows Updates (preferably with the exception of Microsoft's antivirus called Microsft Security Essentials), and attempt the installation again.
3. Consider uninstalling your old antivirus if you feel that it could be blocking the installation of Emmunize.
4. If you get an "Error 1920" during the installation, all versions of Microsoft .Net may need to be uninstalled and reinstalled with all of the latest updates to Microsoft .Net applied before you begin the installation again.
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Printer Problems
Resolution: In some cases, Emmunize will block a program which is needed to print because the printer has special software that is loaded on your computer. If this is happening, view this How To Video on Building Your Own Whitelist:Close this window
Trouble Opening Applications
Resolution: In some cases, Emmunize will block a program from running if it is not on our universal white list. If this is happening, view this How To Video on Building Your Own Whitelist:Close this window
How to Set Up Scheduled Scans
Resolution: View this How To Video on Scheduled ScansClose this window
Scheduled Scans not Running
Resolution: Check that the following are occurring at the time of your scheduled scan:1. Your computer is turned on and actively running, not hibernating or sleeping. Screen savers are OK.
2. Your computer's internet connection is active when the scan is scheduled to occur
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How to tell if Emmunize is Working
Resolution: Down by the time, look for the Emmunize “e”. If it has a green background, like this
, you are protected. If it is red, your protection might be at risk.Close this window
Why Do I have a red "E"
Explanation: The red background indicates that your Emmunize protection might be at risk. This can be for several reasons:1. Your subscription has been cancelled.
2. Your PC is not currently connected to the Internet
3. Your PC was not connected to the Internet for a considerable amount of time, but may be now.
4. Your PC entered hibernation or sleep mode earlier, and Emmunize is not seeing the computer as being actively connected to the Internet.
Resolution: If any of these might be the case, simply reboot your computer and see if the issue resolves itself on its own. If the reboot does not help, you can attempt to re-enter your Emmunize license key by following this short video.
If all of these methods are not working, you may need to contact our support department to validate your subscription status.
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Microsoft Security Error
Resolution: Emmunize is in the process of resolving this issue with Microsoft, so that message will come up until the process is complete. Your PC is still being protected as long as you continue to see a green Emmunize "e" in the lower right hand side of your monitor.Close this window
Do I need a Firewall?
Resolution: It is best to have a firewall on your computer in addition to Emmunize. Windows Firewall is a good complement to Emmunize, but if you want to use another firewall, you can, just ensure it does not block Emmunize in any way.Close this window
Emmunize and E-mail Filtering
Resolution: No, although Emmunize will protect your computer from an infected e-mail, it will not block spam or handle any junk mail options. If you already have antivirus software to do that and wish to continue to use that feature, check with the software manufacturer to see if you can keep that feature and uninstall any other features, like the antivirus protection.Close this window