Security - troubleshooting

You're unable to install TELUS security services software.

Step 1: Check administrator access

1. In order to successfully install TELUS security services software, you must have administrator privileges on your computer.
2. If you do not have administrator access, please contact your computer's administrator for assistance.

Step 2: Check for another security program

Although it may seem as though having multiple anti-virus or security programs on your PC would increase protection, the presence of two different security programs may cause conflicts. These conflicts may jeopardize the protective capabilities of the software and could considerably slow down your computer.

Make sure to uninstall any other security software prior to installing TELUS security services software.

Step 3: Download the latest version of TELUS security services

Download the most recent version of TELUS security services software from http://www.telus.com/securitydownload.
Ensure that you choose to Save rather than Open when you download the software. And save the file to your Desktop so you can find it more easily after it has completed downloading.

You're unable to uninstall TELUS security services software.

Step 1: Use the Add/Remove software utility on your PC to uninstall TELUS service software. If you still have problem installing, proceed to Step 2.

Step 2: Run the TELUS security services Cleanup utilities

TELUS security Cleanup Utility

1. Open TELUS Security.
2. Click the TELUS security services "Services" menu.
3. Close the application.
4. Download the cleanup utility.
   Download the TELUS security services Cleanup Utility.
   Ensure that you choose to Save rather than Open when you download the software. And save the file to your Desktop so you can find it more easily after it has completed downloading.
5. Double-click the RPSUU.exe file you just downloaded.
6. Follow the instructions to remove the TELUS Security services software from your computer.

Haven't found your answer yet? Chat with an agent now.

You're unable to activate TELUS security services software.

Step 1: Ensure you are subscribed to TELUS security services

1. Log in to your accounts.
2. Check your account for TELUS security services features.
3. If you do not see TELUS security services under "Product & Services", you can download the application for free at http://www.telus.com/securitydownload.

Step 2: Close TELUS security services and reopen it

1. If TELUS security services is opened, close the application
2. Restart TELUS security services by double clicking the TELUS Security & Privacy icon on your desktop. Choose the missing feature from the left menu. If the feature still appears inactive, proceed to step 3 and 4 for version 9 or below. For version 10, try uninstalling and reinstalling the TELUS security services software. If problems persist, please call us at 310-4NET or Chat with an agent now..

Step 3: Download and run the Diagnostic Utility (version 9 or below)

1. Close TELUS Security Service application.
2. Click Start Menu on your computer, and then click on All Programs. Select Diagnostic Utility under TELUS security services.
3. Click Ok on the window prompt.
4. Click Next to run the diagnostic tests.
5. If problems are detected after running tests, click Repairs.
6. Click Remove Activation Files.

Step 4: Complete the setup wizard (version 9 or below)

1. After TELUS security starts, the Setup Wizard will appear. Click Next.
2. On the second page, press Next again, this will allow you to proceed to the Activation process.
3. Please wait a few seconds, do not press Finish yet. An activatoin screen should pop up.
4. When the activation screen appears, enter your username and password and wait for the confirmation.
5. Once you are notified the activation is complete, you may press Finish.
6. Your service should be activated.

What are the system requirements for TELUS security services version 10?

Please visit our system requirements page

How do I know which version of TELUS security services I have?

For version 10, you can find the version number by clicking on "About" on the left side of the Home page. The product version number will be displayed at the top of the dialog box. Version 10 will have a product version shown starting with 10. In version 9, you will not see the "About" at the Home page.

You're unable to open Web pages.

Please check system requirements for TELUS security services compatibility.

Step 1: Check for another security program and uninstall the program

1. Although it may seem as though having multiple anti-virus or security programs on your PC would improve protection, the presence of two different security programs may cause conflicts. These conflicts may jeopardize the protective capabilities of the software and could considerably slow down your computer.
2. Ensure that you uninstall any other security software prior to installing TELUS Internet security software.

Step 2: Check Ad Manager Preferences (for version 9 and below only)

Ensure Ad Manager is not configured to block the entire domain (i.e.: mytelus.com).

1. Open TELUS security services.
2. Click Pop-Up Blocker from the left menu.
3. Ensure Enable Ad Manager is selected.
4. Click Ad Manager Preferences.
5. Search for the entry by domain (ie: mytelus.com).
6. Select the entry and click Delete.
7. If you're still unable to open the Web page try disabling the Ad Manager completely.

Step 3: Check Keyword Alert preferences (for version 9 and below only)

Ensure Keyword Alert is not set to block your web page.

1. Open TELUS security services.
2. Click Keyword Alert from the left menu.
3. Ensure Enable Keyword Alert is selected.
4. Click Preferences.
5. Check the Keyword List for any words which may be stopping you from viewing the Web page.
6. Select the word and click Delete.
7. If you're still unable to open the Web page try disabling the Keyword Alert completely.

Step 4: Check Parental Controls preferences

If you are unable to reach a certain website but can reach other websites normally, the Parental Controls may have blocked inappropriate web content.

If a Site Restricted warning pops up when you're trying to access a particular web site this means it has been blocked by TELUS Parental Controls. To allow access to this site:

1. Open TELUS security services.
2. Click Parental Controls from the left menu.
3. Check to see if Enable Parental Controls is selected.
4. For version 10, click Manage exception list. For version 9 or below, click Preferences.
5. Check to see if the web site you're trying to access is listed as blocked website. If so, remove the domain (i.e. mytelus.com).
6. If you're still unable to open the Web page try disabling Parental Controls completely.

Step 5: Check Firewall rules (for version 9 or below only)

Ensure that TELUS Personal Firewall hasn't been set to block web pages.

1. Open TELUS security services.
2. Click Firewall from the left menu.
3. Ensure Enable Firewall is selected.
4. Click Internet Access Rules.
5. Look for your Web browser, such as Internet Explorer, and verify if the Action is set to Allow or Block.
6. If your Web browser is set to Block, select it from the list and click Customize Rules...
7. Select Allow from Rule Actions.
8. Click OK.
9. If you're still unable to open the Web page try disabling the Firewall completely.

Step 6: Close the TELUS Internet Security Software Application

If you're still unable to view any web pages, try shutting TELUS Security off completely.

1. Open TELUS security services.
2. Click the TELUS security services "Services" menu.
3. Close the application.

You're unable to remove infected files.

Instructions for version 9 or below:

Step 1: Update your virus definitions

Ensure your TELUS Anti-Virus definition file is current and up to date.

1. Open TELUS security services.
2. Click Anti-Virus from the left menu.
3. Click Update Preferences.
4. Click Update Anti-Virus now.
5. It is recommended that you set your Automatic Update to Automatic.
6. Click Done.

Step 2: Scan your computer for viruses

1. Open TELUS security services.
2. Click Anti-Virus from the left menu.
3. Click Scan Now.
4. Select the drives you want to scan.
5. Choose Disinfect from the drop down menu.
6. Click Scan for Viruses Now.

Step 3: Run a virus scan in Safe Mode.

1. Restart your computer and Enter Safe Mode.
   1. To enter Safe Mode, restart your computer and press the F8 key continuously as the computer is starting up.
   2. A menu will appear before Windows starts. Select Safe Mode with Networking. Windows will then start.
2. Run TELUS security services.
   1. Choose Scan all local disks.
   2. Once the scan is complete, restart your computer.

3. IMPORTANT

   • Windows 2000 and XP users must be logged into their computer as an administrator.
   • Windows XP and Windows ME users must temporarily disable the System Restore.

Instructions for version 10:

Step 1: Update your virus definitions

Ensure that your TELUS Anti-Virus and Anti-Spyware definition file is current and up to date.

1. Open TELUS security services.
2. Click General Settings from the left menu.
3. Click Update Definitions
4. Click Back.

Step 2: Scan your computer for viruses

1. Open TELUS security services.
2. Click Anti-Virus.
3. Click on the arrow on the right of the Scan now button.
4. Select Full scan.

You're unable to block websites with Parental Controls.

The Parental Controls service blocks restricted websites based on the age group categories chosen. You can further customize the selection of website categories based on your needs. If you discover that the restricted websites are not blocked, first check the settings in Parental Controls. If settings are fine, please make sure you empty your web browser cache. Parental Controls cannot block websites held in a web browser's cache. A web browser's cache temporarily stores graphic images and items you have downloaded. Therefore, it is recommended that you must exit the web browser to clear your web browser's cache to ensure that the restricted websites you may have accessed previously can be blocked correctly.

Why does Privacy Manager not detect my personal information transmitted over the Internet?

Privacy Manager helps you to protect your personal information by alerting you when protected personal information is about to be transmitted over the Internet. However, if the data is already encryted, it will not be able to detect it. Privacy Manager cannot detect data sending with encryption such as HTTPS traffic (a secure way for transmitting and receiving information across the Internet).