Do I need to configure StopSign after I install it?

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No. During installation, StopSign will walk you through simple tutorials that will set up your software. However, each application has its own "Settings" that will allow you to make adjustments to whatever specifically suits your needs.

How are updates installed and how do I know it's updated?

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The StopSign software can be set up to automatically download and install updates.

To check your update settings, go to Start > Programs or All Programs > eAcceleration > eAcceleration Software Station.

Click the eAcceleration button on the left and choose Updates.

Click Advanced Updates Settings.

In here, you can change your update settings. You most likely want your software set to automatically check for updates and install them automatically.

We do not recommend that you disable all updates, as this could leave you vulnerable to new viruses and threats.

Your scanner should automatically check for updates every time you start a scan while online. However, you can manually check for updates by clicking the Check for updates now button.

How do I know StopSign is actually doing something?

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StopSign is configured to be unobtrusive. StopSign will display a screen when it needs you to make a decision about a possibly infected file. However, from time to time you might want to see what it's been doing.

To view the latest scan results, double click on the StopSign icon in the system tray at the bottom right hand corner of your desktop. To start the eAcceleration Software Station, click on the StopSign icon on the left side and click on "Recent Scan Results" in the "General" tab. You can also see the recent scan results from the "Actions" menu in the Threat Scanner window.

To confirm updates and enhancements have been installed, go to the "Help" menu in the Threat Scanner window and click on "About." It will show the version number, date and time StopSign Software was last updated and the date and time of the last scan. Note that you need to be connected to the Internet in order for updates to be automatically installed. You can also view the number of popups StopSign has blocked by accessing the eAcceleration Software Station, clicking on the StopSign icon on the left side, and viewing the statistics in the "General" tab.

How do I quarantine infected files?

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When deleting a virus-infected file, we recommend that you always quarantine the file before you delete it.

Quarantining the file makes it inaccessible to your computer and lets you determine if the quarantined file is essential to your computer's operation. If a quarantined file is needed by a program on your computer, it can easily be unquarantined.

To quarantine a file, follow these instructions.

1. Run a scan of your computer with StopSign AntiVirus.
2. In the Threat Scanner window, click the file that you want quarantined.
3. Click Actions > Quarantine.
4. Restart your computer.

If your computer appears to have problems after you restart, follow these instructions.

1. Run another scan with StopSign AntiVirus.
2. In the AntiVirus window, click the file you quarantined.
3. Click Actions > Unquarantine.

If you have no problems with your computer after quarantining a file, save the file to a floppy disk and delete it from your hard drive. Make sure you know the function of a file before you delete or quarantine it. If you are at all unsure about what to do, please contact Support@stopsign.com to get personalized help from a trained technician.

How do I reinstall eAcceleration?

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To uninstall then reinstall eAcceleration, including StopSign Computer Protection Service, follow these instructions.

1. Open the eAcceleration Software Station:
   • Click here to open the eAcceleration Software Station.
     
     OR
     
     
   • Click Start > Programs > eAcceleration > eAcceleration Software Station. Click the geodesic icon on the left side of the eAcceleration Manager, then My eAcceleration
     
     
2. Click Add/Remove.
3. On the right side of the "eAcceleration Features" window, click the first item in the "Installed eAcceleration Features" box, then click REMOVE.
4. Repeat Step 3 until all items are removed from the "Installed eAcceleration Features" box.
5. Click Apply. At the prompt, click OK to save your changes.
6. Restart your computer.
7. To reinstall, click here.
8. Click SCAN NOW > Yes. eAcceleration will download and install.
9. Follow the prompts through the installation procedure until the Stop-Sign Threat Scanner loads. We recommend that you scan your computer twice. If you have any infected files, your scan results will be automatically sent to Support@stopsign.com.

1. Click the SCAN NOW button.
2. In the "Stop-Sign Threat Scanner" window, click Actions > Activate.
3. Enter your name and the email address you used when you first subscribed, then click Submit.

If you are still having problems after following these instructions, please email us at Support@stopsign.com

How do I tell the scanner to start a scan right now?

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The scanner will start on its own when it has detected the computer has been sitting idle. If you think you might have an infection and don't want to wait, right click on the StopSign icon in the system tray at the bottom right hand corner of your desktop and click on "Scan Now." You can also double-click on the same icon and start the eAcceleration Software Station, then click on "Scan Now" button. Note that the Software Station will continue to run in the background.

You can also tell the scanner to scan a particular file by right clicking on that file and choosing "Scan for Viruses."

I'm not sure my computer is cured. What should I do?

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You may want to run a scan in Safe Mode. Safe Mode is a Windows troubleshooting mode that loads only the essential software needed to run your system. Some viruses or spyware programs may try to reinstall themselves right after being removed. When you scan in Safe Mode, this ensures these programs are not running at the time of the scan and so cannot reinstall themselves.

When booting to Safe Mode, the screen images will look different from how they usually look.

Please use the Directions Scan in Safe Mode:

1. Restart your computer.
2. While your computer is restarting, repeatedly press the F8 key.
3. At the menu, use the arrow keys on your keyboard to start up in Safe Mode. Then press Enter.
4. Start a scan. If you do not have a shortcut on your desktop to do so:
   1. Click Start > Programs > eAcceleration > eAcceleration Software Station.
   2. Click the red Scan Now button.
5. When asked if you if you want to connect to the internet, choose No.
6. When the scan finishes, restart your computer. It will start up normally.
7. After restarting, run another scan. If any infections return, please email a copy of your scan results to our Support department. Your scan results page should automatically come up at the end of a scan.

1. On the Scan Results page, go to Edit at the top and choose Select All.
2. Go back to Edit and choose Copy.
3. Open a new email
4. In the body of the email, right-click and choose Paste. The scan report should now show in the body of your email message.
5. Send the email to Support@stopsign.com.

I've lost StopSign or get an error message when I scan.

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Occasionally, third party software may detect and remove portions of eAcceleration software. Sometimes, after this occurs, you will receive a "fatal error" message every time you try to run a scan. You may have a third party security application that removes StopSign already installed on your computer. This is an easy problem to fix.

There are a few reasons these applications conflict with StopSign. First, our software is scanning for three components in one scan -- adware, spyware, and viruses/trojans. When you have two or more applications that scan for spyware and/or adware, they notice certain codes within the scanning software and remove them, assuming they are infected files or programs.

Go to your Control Panel to look for any conflicting software.

1. Click Start > Control Panel. (Or click Start > Settings > Control Panel.)
2. Double-click Add/Remove Programs. This will create a list of all applications currently installed on your system.

Look in this list [for any security related software] such as:*

1. AdAware SE
2. Aluria (Optionally included with AOL 9.0)
3. AVG
4. Spybot S&D
5. Spyware Stormer
6. Stopzilla

* If you would like to continue using any of these programs, please contact them for support in setting their program to ignore eAcceleration products.

If you have one or more of these applications installed, you may remove them from your system as follows:

1. Click the name of the program you want to remove.
2. Click Remove.
3. Repeat as necessary.
4. Please look for eAcceleration and click Remove. This will give you the chance to do a clean reinstall.
5. Reinstall eAcceleration.
   1. Click here to begin the download. If it does not automatically begin, please click the “Live Help” button on the right side of the screen.
   2. Follow the prompts through the installation procedure until the StopSign Threat Scanner loads. When the download finishes, it will begin a scan.
   3. You will see a row of buttons on the bottom of the threat scanner window. If one of them says Activate, you will need to activate your account.
   4. Enter your name and the email address currently associated with your account, then click Submit.
   Note: If you are reinstalling eAcceleration, you will see a message stating that you do not have a license for this machine. Please click Replace to transfer the license to the current computer. Click Upgrade to use eAcceleration products on two computers.

My scan freezes.

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If your computer has a lot of infections, it may be difficult to complete a scan. To work around this, you can:

1. Start a new scan. Watch the scan.
2. After the scanner window shows several infections, click the Cancel button and stop the scan before it finishes. This will allow the scanner to cure everything it has found so far.
3. Repeat as necessary.

If you are still having problems, you may want to scan in Safe Mode to make sure everything is removed.

Please follow these directions to scan in Safe Mode.

If you are still having problems finishing a scan, please call 1-800-754-1204 or email Support@stopsign.com.

My scanner keeps telling me to pay. What should I do?

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You will need to activate your membership. Please follow these instructions to get your account activated.

1. Log onto the internet and temporarily exit any firewall programs you may be running.
2. Start a scan on your computer.
3. At the StopSign Threat Scanner window, look for the button that says Activate.
4. If asked, enter your full name and email address twice, then click Submit. Please make sure that the email address is exactly the same as the address you used when you paid for your account.
5. If you are reinstalling, you will see a message stating that you do not have a license for this machine. Please click Replace to transfer the license to the current computer. Click Upgrade to use eAcceleration on two computers.

What do I do with files that may be infected?

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In addition to scanning for known viruses, StopSign AntiVirus looks for code patterns that are similar to those used by viruses. Because of this, StopSign often detects files that may be infected while other antivirus software does not.

If you have a program with files that may be infected, follow these instructions.

1. Uninstall the suspected program. Delete all remaining files associated with the program.
2. Run a new scan to verify that your computer is completely clean of the virus.
3. Reinstall the program from your vendor-provided software.
   
   Note: Some programs or security patches are installed using a process similar to that used by some viruses. As a result, clean programs are sometimes identified as "May Be Infected". Please contact us if you are unsure about a specific program.
   
   
4. If you are still receiving a "May Be Infected" message immediately after reinstalling the program from a clean source, then the program files should be okay to keep on your computer. After completing a scan, right-click in the Threat Scanner window. Highlight the appropriate program file, then click Ignore.

If you are still having problems after following these instructions, please email us at Support@stopsign.com.

What do the AutoClean options do?

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The AutoClean options can be accessed from the "AntiVirus" tab in the eAcceleration Software Station. Click on "Settings," then click the "Cleaner Opt" button. StopSign will automatically remove or quarantine infected files and spyware cookies whenever possible, but will use AutoClean to deal with any questionable files. It uses the pre-set configuration in order to avoid any disruption of your business activities. You can change the way AutoClean works based on the location of the file or the type of infection.

What does 'Quarantined' mean?

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Quarantined means the file name has been changed so it won't be able to be used by any of your programs, which renders the virus (or possible virus) ineffective. Quarantining is typically used when a virus is suspected but not confirmed. It may also be used when a virus can't be cured without damaging the file.

Files with system protection cannot be quarantined. If the file is an important system file, quaratining that file might cause your system to become unstable. If quarantining a file has no ill effects over time as you use your computer, the file can probably be safely deleted. If you experience ill effects, you can unquarantine it. Make sure you know what the files do before you delete or quarantine them.

Contact Technical Support at Support@stopsign.com for help in deciding how to treat a quarantined file.

What does 'Shut Down All eAcceleration Products' Mean?

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This will disable all programs and services in the eAcceleration Software Station in one step. For instance you may want to temporarily disable all services while installing another application. Check the "Shut down all eAcceleration Products" box, then follow the instructions on the screen and close the eAcceleration Software Station. When you are ready to enable the eAcceleration products simply restart your computer.

What if I want to install StopSign on more than one computer?

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It is very easy to install and use your StopSign software on multiple computers. Please follow these simple instructions to download and activate your eAcceleration account on a second computer.

1. Download the eAcceleration software on the second computer. You can start the download by clicking here.
2. Once the Software is installed you will need to activate your account on the software.
3. Open the eAcceleration Software Station:
   • Click here to open the eAcceleration Software Station.
     
     OR
     
     
   • Click Start > Programs > eAcceleration > eAcceleration Software Station.
     
     
4. In the eAcceleration Software Station window, click Activate, located on the left side.
5. If asked, enter your full name and email address twice, then click Submit. Please make sure that the email address is exactly the same as the address you used when you paid for your account.
6. You will then see a message stating you do not have a license for this machine. Click the Upgrade button to activate your account on this second computer.

What is a Custom Cleaner?

Written by Aaron Crisp

What is a custom cleaner?

On occasion, your StopSign scanner may find an infection that cannot be cured automatically. When this happens, we do not want to leave you to have to stumble through difficult manual removal instructions.

Instead, we offer the option to request a custom cleaner. A custom cleaner is a personalized program intended to remove viruses or spyware from your computer.

When you receive a prompt that you need a custom cleaner, simply click the button to "request cleaner." This will send your most recent scan results, a log of what your scanner is finding, and a System Snapshot (syssnap) to our support technicians. For your privacy, you will also see the option to view the contents of the log before it is sent.

When the log is received, specialized technicians will look over the common places infections hide in your computer and create a program to cure your computer.

After the cleaner is completed, it will be sent automatically to your scanner. When you run a scan while online, it will prompt you to download the cleaner to cure your infections.

After your cleaner runs, restart your computer. If you want to confirm that your computer is clean, run another scan with StopSign Threat Scanner after your computer restarts.

What is a Heuristic Search?

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Checking this box includes a pattern-matching process to scan for files that are similar to known viruses. This is how new and previously unknown viruses are detected. Because of this, StopSign often detects files that "May Be Infected," which is not a standard feature of other antivirus engines. Using this feature may increase the chance that a harmless file may be viewed as infected. When StopSign detects such a file, instead of deleting the file it will quarantine it so you can decide if this is a false positive or not. Contact Technical Support at Support@stopsign.com for help in deciding how to treat a possible false positive or quarantined file.

When I close the 'eAcceleration Software Station', it doesn't stop the scan. Why not?

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When you start a scan from the eAcceleration Software Station, what you are really starting is the AntiVirus application. To stop a scan, you will need to access the Threat Scanner window and click on "Cancel." The same is true if a scan is started automatically.