EMBARQ™ Online Security 7.0 General Troubleshooting guide
This document is intended to give a brief basic troubleshooting guide for general issues.
  1. Q: When did the problem start?
 If the product worked earlier - what changed?
  1. Q: Has the problematic Computer been rebooted?
 Reboot the PC - has the problem returned? If it appears rarely, rebooting may help.
  1. Q: Has the product been re-installed?
 Re-installing can fix corrupted or damaged files, registry entries and links etc.
  1. Q: Is the computer is rebooting before fully loading?
 Start the computer in safe mode with networking and disable the Firewall Daemon and fsgkhs processes then start the PC again Check for conflicting software and remove.
  1. Q: Is the problem reproducible?
 If the problem is consistently recurring and normal troubleshooting cannot resolve, it may be necessary to run the fsdiag tool (run as administrator in Vista) and escalate to a Tech Lead.
  1. If the user interface indicates, all installed components are running normally without problems.
 No action required to repair the application.
  1. If the user interface indicates Non-critical component disabled (Spam or Parental Control)
 Enabling the non-critical components should correct this indicator.
  1. If the user interface indicates or the tray icon indicates Critical component(s) currently disabled (real-time protection or firewall), Some critical notifications in red (outdated definitions)
 Enabling Critical components should correct this indicator.
  1. If the user interface indicates or the tray icon indicates Component is not working properly (some critical components failed to load).
 One or more parts of the application are not working correctly. Reboot the computer and see if this resolves the issue. Re-install may be necessary to repair damaged components. Moving the mouse over the tray icon will give the name of the malfunctioning component
  1. If the tray icon indicates, setup is running.
 No action required - allow setup to finish before troubleshooting further. Automatic Update Agent has been installed, component installation is still in progress. Double Click Icon for connection configuration.
  1. If the tray icon indicates, the package is unloaded or "Unload and continue with current security level" was selected in which case the Firewall will stay active (current rule set)
 Reload the application for full protection.
  1. If the tray icon indicates, then updates are downloading
 Automatic Update Agent is downloading Updates On Mouse-Over the Update and progress (in %) is shown.
  1. No tray icon
 FSM32.EXE didn't start. This has no effect on the functionality of the product Open EMBARQ Online Security from Start Menu - All Programs and check Product Status Registry Cleaners and NERO7 (during setup) might delete/deactivate RUN entry HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\F-Secure Manager "C:\Program Files\F-Secure\Common\FSM32.EXE" /splash"