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Norman Virus Control (NVC) FAQ'S

 

Lost authentication key for Norman Virus Control

Occasionally one may have to reinstall Norman Virus Control. The reason may be that a new computer has been purchased, or the old one has to be reformatted for whatever reason. If you have mislaid you authentication key for Norman Virus Control, you are unable to install the program. What to do?

If you registered for Norman Virus Control on Norman's web site (e.g when purchasing from the webshop), you can have your authentication key sent to you by email by using this form. Note that you must enter the same email address as the one you used when you registered the program in the first place.

Program to gather installation information - Nsupinfo

If you have problems with your installation, you can download, install and run Nsupinfo to gather information about your installation. This information is valuable to Norman's support personnel when troubleshooting the incident.

After installation Nsupinfo resides in the folder …\Norman\Nvc\Bin. The result of Nsupinfo will be stored in a file on your computers desktop, with the name of your computer and current date.

On access scanner is not active

Icon When the On-access scanner is deactivated, the tray icon will be displayed with a yellow warning sign (!).

The On-access scanner is a vital part of NVC, and should not be turned off unless you have no other option to be able to complete your task successfully. In such cases, the warning sign is there to help you remember to activate the On-access scanner on again as soon as possible.
 

Not all components run as requested

Icon The tray icon is displayed with a red sign (x) if a module that is supposed to be started, according to the configuration, is not started. During the computer's boot process the icon will always have this warning mark until all components are started.

If the icon remains with the red sign also after start-up is finished, you should investigate your configuration or contact technical support.

Your license has expired

Problem

When running Norman Internet Update, I get a message telling me that my license has expired, even though I am confident that it should still be valid.

Solution

You have probably mistyped the authentication key when you installed the product. Sometimes a typo will generate a demo key that will last for a limited time. The most common mistake is to use the number 1 or the letter l (small L) instead of I (capital i). To rectify this please do the following:

  1. Click the N-icon in your system tray.
  2. Choose Configuration Editor.
  3. Choose Authentication.
  4. Remove the existing key from the "Authentication key" field..
  5. Enter your key carefully. Double check that the number 1 and the letter l (small L) does not exist in the key. If either of these exist, replace them with I (capital i).
    If you have the authentication sent to you in an email you should copy the key from the email into the field, thus eliminating any typing error.
  6. Save

Files that could not be scanned

Your operating system will keep certain files open for exclusive access at all times. No application within this operating system can access these files, ordinary applications like virus scanners and viruses alike. The files vary slightly depending on your operating system. This is the most likely reason why your scan report tells that some files could not be scanned. Neither will the virus scanner get access to encrypted or password protected files. This is perfectly normal, and you should not worry about it unless your machine clearly shows signs that it is infected (e.g. automatically sends e-mail).

NVC in addition to other antivirus software

After installing NVC in addition to an antivirus solution from another vendor, the computer freezes completely and I get lots of error messages

Different antivirus products may "quarrel", as they often want to scan the same files at the same time. This may cause your PC to show some unpredicted and unwanted behavior

Recommendation: You should uninstall other anti virus software before installing NVC.

If you experience this problem on Windows NT4, 2000 or XP, you may have to start your computer in safe mode to be able to uninstall one of the conflicting antivirus products. To start the computer in safe mode, press F8 during boot, before Windows is loading.
 

NVC5 and version numbers – How can I check that NVC is up-to-date?

You can find the version number of Norman Virus Control by choosing About from the tray icon menu (N).

About will give you version numbers of NVC itself, the scanner engine, and the creation date for the virus definition files, for the binary viruses and the macro viruses respectively. To consider Norman Virus Control as up-to-date, your signature dates for the virus definition files should never be more than 10-12 days older than the current date.

You should not worry if scanner engine's version number differs from the current version number of NVC. The scanner engine has its own internal version number.
 

Does Norman Virus Control support Windows XP?

Yes, NVC version 5.2 or later supports Windows XP, both Home- and Professional edition and has done so since the release of XP.
 

How do I start NVC?

NVC’s key components are started automatically when the operating system is loaded. Look for the little green Norman ‘N’ in the system tray: System Tray logo

How can I verify that the different components are running?

Click on the Norman icon described above, select “Active components” from the menu, and you will see a message box like this:

Active compoents

The tabbed dialog Start in the Configuration editor (Installation settings module) allows you to start and stop certain components.

For a list of installed components, select NVC Utilities|Components.

How do I scan my machine for viruses?

On-access scanning is the cornerstone of virus control in NVC v5. When you access a file, NVC checks it for viruses. The “problem” is that on-access scanning is invisible, and you may wish to perform a more tangible check.

You can:

  1. Highlight any file system object, for example the drive letter (C:) in Windows Explorer
  2. Click on the right mouse button (see image)
  3. Select “Norman Virus Control” from the menu
  4. Click on the Scan button for a manual check of all files on the selected drive(s) or directories.
     
 Right Click

Starting and stopping the on-access scanner

You may want to stop the On-access scanner when you perform system maintenance tasks. When you stop the On-access scanner, it will not start again in the current session or after reboot unless you do it manually.

You can stop/start the On-access scanner from a separate entry in the tray icon menu, or from the tabbed dialog Start in the Configuration editor (Installation settings module).

Should I scan my machine on a daily basis?

Not necessarily. If you combine periodic on-demand scans with scheduled scans, the on-access scanner will monitor your PC for malicious code. However, if you perform frequent downloads from the Internet, it’s a good idea to scan more often.

Can I automate virus scanning?

Yes. From the Norman program group, select Task Editor where you can specify which area(s) to scan and when.

How do I update NVC?

Use the module Norman Internet Update (NIU) for updating NVC. To configure NIU, use the tabbed dialog Internet in the Configuration editor (Installation settings module). This dialog allows you to decide if NIU should update NVC on-demand, when you access the Internet (depending on what type of connection you've got), or from a server in a network.

How do I handle downloaded updates?

Leave everything to NVC. Once NIU has downloaded a package, the NVC agent will perform the actual installation of the update automatically. This process takes approximately 5 minutes. You should not perform any manual virus scans during the update process. After an update, NVC may prompt you to restart your computer.

How often should I update NVC?

We recommend that you run NIU once a day. Norman’s web sites supply news about new viruses, and in some markets virus alert message services are available on e-mail and SMS.

Should I contact Norman if NVC detects a virus?

In general, no.
NVC can remove most viruses. Take a look at Norman's virus descriptions to check if any manual intervention is required to completely remove the virus/worm.

 

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