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Ad-Aware 2007 FAQ

 

My password for the Support Center doesn't work. How can I retrieve it?

If you are experiencing problems with logging in at the Support Center, please follow these instructions.

Note: the 'password reminder' notification email may be filtered as spam. Please, check your spambox.

How can I change my registered email address and other personal info in the Support Center?

You can update your personal profile by logging in to the Support Center
http://www.lavasoft.com/support/supportcenter/

  • When logged in, click 'Personal Info' under 'Support Center' in the menu to the left.
  • Click any of the 'Edit' links to the right of your personal credentials.
  • Change the credentials of your choice and click 'Submit'.

Your personal profile will now be updated.

Note: if you change your email address you will have to use that to log in when returning to the Support Center in the future.

Changing password:

  • When logged in, click 'Change Password' under 'Support Center' in the menu to the left.
  • Enter your old password, and then type your new password twice, once in each field provided.
  • Click 'Submit'.

I have purchased my box copy of Ad-Aware 2007 from a store. How do I register for free online support?

Use the customer registration form to register for free online support through the Lavasoft Support Center.

Can I upgrade from Ad-Aware SE Plus/Professional to Ad-Aware 2007 Plus/Pro?

Yes.
  • If you hold a valid license for Ad-Aware SE Plus or Professional you will be able to update to Ad-Aware 2007 Plus or Pro, free of charge.

Customers with a valid Ad-Aware SE license can now update their software to Ad-Aware 2007 through the Support Center. All license updates to 2007 have been automatically extended to cover the update delay.

To update your product;

  • Log-in to the Lavasoft Support Center to retrieve your Ad-Aware 2007 serial number.
  • Open the 'License Info' menu.
  • Click the 'Update license to Ad-Aware 2007' button below your valid license to activate the serial number which will be sent to you in an email.

Does Ad-Aware 2007 support Windows Vista?

Yes, Ad-Aware 2007 supports Vista (32-bit) from version 7.0.2.1 on.

Can you get Ad-Aware 2007 in other languages?

Currently, there is an English and a French version of Ad-Aware 2007 available. Other language support is in development and will be available later this year.

How do I activate Ad-Aware 2007 Plus/Pro by registering with my serial number?

REGISTRATION PROCEDURE

Note: : Each license has an individual serial number that can only be activated on one computer. If you have activated on another machine or changed the hardware setup on your computer, the serial number will not recognize the new hardware fingerprint of the system.

Make sure that you have turned off or configured your firewall or any other security programs to allow Ad-Aware 2007 network access. If necessary, you can temporarily turn off your firewall, but be sure to turn it on again after you have completed the registration procedure.

  • To open the registration window, click the 'Register' button (may also say 'Renew' or  Upgrade ) that is placed near the bottom-right corner of the screen, under 'License Status'.
  • Important: Please choose the correct license type you have purchased from the drop-down menu.
  • Enter the serial number from the 'serial number notification' e-mail into the box checked 'Serial number', NOT the unlock key box.
  • Click 'OK'. Ad-Aware 2007 will connect to the Internet to validate your registration. If this does not work the first time, please try again.
  • "Thank you for registering Ad-Aware 2007" will appear once successful, Click OK.
  • Close program and restart (double-click desktop icon) to activate full feature version of Ad-Aware 2007 Plus or Pro.

Note: If you do not succeed the first time, please try again. It may take multiple attempts to connect to our server. You might also have entered the wrong serial, it is case sensitive and the hyphens (-) should be included.

Can I activate Ad-Aware 2007 on more than one computer?

No, you need separate licenses and serial numbers for each individual computer.

How do I Install Ad-Aware 2007 on my computer?

INSTALLATION
  • Download/locate the Ad-Aware 2007 installation file: (aaw2007.exe or aaw2007.msi).
  • Double-click the file and follow the on-screen instructions in the Installation Wizard to install.
  • Click 'Finish' to complete the installation and to launch Ad-Aware 2007.
  • The registration dialog will pop up and prompt you for your serial number. Enter your Serial number and click 'OK'.
  • The program will start and automatically look for updates. If you are using an older version a couple of Dialog windows will pop up*.

*Previous versions will first check for Definitions File updates: If you have an outdated Definitions File, click 'OK' and download it.

Then it will look for software updates and if there are updates available, you will get this message:
"There are new software updates available! Do you want to go to the download location?"
Click 'OK'. This will open the Update Manager, showing all available software updates.
Click 'OK' to download and install the updates.

When the updates have been installed Ad-Aware 2007 will restart, ready to use.

I cannot update the Definitions File. What should I do?

First of all, download the latest version from the Support Center or https://secure.lavasoft.com/products/ad_aware_free.php and reinstall.

Make sure that you have turned off or configured your firewall or any other security programs to allow Ad-Aware 2007 network access. If necessary, you can temporarily turn off your firewall, but be sure to turn it on again after you have updated the Definitions File.

  • Open the 'Web Update' menu in Ad-Aware 2007.
  • Click the 'Update' button to connect to the update server and click 'Yes' to download the definitions updates.
  • When the update is complete, click 'Ok'.

You can also manually download and update the definitions file.

I get an error message "SSL download failed". How do I resolve this issue?

The Error message "SSL download failed" is caused by Ad-Aware 2007 not getting access to the Internet.

First of all, make sure that your system is connected to the Internet.

If you are using a proxy server, make sure to configure the Ad-Aware WebUpdate settings. In Ad-Aware 2007->WebUpdate->Proxy settings.

Save the new settings and try a webupdate again.

If you still have problems, try this:

  • Turn off all security software like Firewalls (check your router firewall as well) and any Antivirus programs.
  • Restart Ad-Aware and try to do a webupdate if you haven't activated the automatic update.

If you do not get an error message, configure your security software to grant Ad-Aware 2007 network access, before turning them on again.

How do I get Ad-Watch to work?

First of all, download the latest version of Ad-Aware from the Support Center or https://secure.lavasoft.com/products/ad_aware_free.php and reinstall. You may also update the software from the 'Web Update' menu in Ad-Aware 2007. Click the 'Update' button to connect to the update server and download the updates. Restart Ad-Aware and Ad-Watch to activate the changes.

The most common cause for problems starting Ad-Watch is that Ad-Aware is not activated/registered correctly and/or that the software has not been restarted since the activation. Please be sure to register your software with your serial number in order to activate the advanced features in Ad-Aware 2007 Plus and Pro.

How can I save my Ad-Watch settings?

This problem relates to Ad-Watch not saving the settings if it is terminated at Windows shutdown. The settings are saved when manually closing Ad-Watch. This has been resolved in the current version. Please download the latest version from the Support Center or https://secure.lavasoft.com/products/ad_aware_free.php. You may also update the software from the Web Update menu in Ad-Aware 2007. Download the updates and then restart Ad-Aware and Ad-Watch.

Why does the Ad-Watch icon flash?

The Ad-Watch tray icon will flash whenever a new event is detected. This is normal behavior and does not specifically mean that there is anything wrong with your system. In the current version of Ad-Watch we will add the option to turn this notification off. All events will still be logged and can be viewed in the event log in Ad-Watch.

Why does Ad-Aware 2007 run as a service?

THE AD-AWARE 2007 ARCHITECTURE

Ad-Aware 2007 consists of two main parts, the Service and the Graphical User Interface (GUI). The GUI is the part of the program a user sees and needs in order to interact with the program itself; it contains menus, buttons and other controls that are necessary for a user to run the program.

User action is passed from the GUI down to the Service, which contains the core functionality of the program. The Service executes the action, and then reports the results back to the GUI, where it is presented to the user.

What Is a Service?

Services are Windows applications that are launched at system startup and then run in the background, not visible to the user.

What is the Benefit of a Service-Based Approach to Malware Removal?

Malware that emerges today is increasingly complex, displaying wildly varying behavior and operating on many levels in the system. In order to stay a step ahead of these ever-changing security threats, an anti-spyware tool needs to be more powerful, multi-faceted and flexible than ever before.

The implementation of Ad-Aware 2007 as a Service facilitates this needed power and flexibility since a service runs with elevated rights on the system. This means that the user can work in user-mode while the Service maintains the elevated rights it needs in order to properly detect and remove malware infections.

How Does This Affect Resource Use?

During a scan, the CPU use of the Service will vary  parts of the scan are labor-intensive and require a lot of processing power, which can make the computer's performance sluggish. Other parts require less computing power and have little impact on the overall performance of the system.

When the service is idle, virtually no CPU power is required, making the impact on system performance negligible.

As for memory use, the service does require a bit of memory, most of which is needed for storing the threats in the Detection Database. It is important to note, however, that when the Service is not in use, the lion's share of this memory is paged to the Swap file. In non-technical terms, this means that the hard drive is used to store data that is not currently in use, and then retrieves the data when needed, which makes the actual working memory (RAM) available for other applications.

How do I resolve the "Error 1722" problem?

This problem relates to the MSI installer from Microsoft; it is associated with either an outdated or corrupt Windows Installer or with permission for Windows Script Hosting (WSH).

First of all, download the latest version of Ad-Aware from the Support Center or https://secure.lavasoft.com/products/ad_aware_free.php and reinstall. You may also update the software from the 'Web Update' menu in Ad-Aware 2007. Click the 'Update' button to connect to the update server and download the updates. Restart Ad-Aware and Ad-Watch to activate the changes.

WINDOWS VISTA:

Update your installer by running your Windows Vista CD and repair your Operative System installation.

WINDOWS XP/2000:

Updating Windows Installer

Updating Windows Script Hosting

Configuring WSH Permissions

Warning: Do not try to edit registry keys if you are unfamiliar with the Windows Registry. Attempt this only at your own risk; Lavasoft does not take responsibility.

  • In the Windows Start menu, open run and type 'regedit' in the command line. Click 'Ok'.
  • Check for either or both of the following registry keys:

    HKEY_CURRENT_USER\Software\Microsoft\Windows Script Host\Settings\Enabled
    HKEY_LOCAL_MACHINE\Software\Microsoft\Windows Script Host\Settings\Enabled

    If either of those has a DWORD value of '0', then scripting is disabled. Changing the values to '1' should enable scripting.

Why did the previous plug-ins for Ad-Aware disappear?

All appropriate plug-ins from our previous Ad-Aware SE version were integrated into the new version and are now a part of the base technology for the 2007 product. With the new web update program available for software updates, we are now able to provide direct updates to your program, eliminating the need for most plug-ins.

We will, however, continue to release tools periodically to address new and highly malicious threats that cannot be removed solely by the Ad-Aware program.

How do I resolve the "Error 1800" problem?

To solve the problem you experienced, you will need to remove a possibly corrupt settings file for Ad-Aware 2007. To do this:

  • Open explorer and navigate to the file. The file is usually stored in "C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware 2007.? If you cannot find the folder please set your explorer to show hidden files. (To do this: open explorer, go to the "Tools" menu and click "Folder Options." Select the "View" tab and choose "Show Hidden Files" under "Hidden Files and Folders".)
  • The file to remove is called "settings.aaw". Please be sure not to delete any other files.
  • Restart your computer. Ad-Aware will start as normal.

How do I resolve the "Error 6000" problem?

In the latest software update, there is a bug fix for some instances of the 6000 error.

To solve the problem you have experienced, perform a ?Web Update? to install any recent software updates. Select the 'Web Update' menu in Ad-Aware 2007. Click the 'Update' button to connect to the update server and download the updates. Restart Ad-Aware and Ad-Watch to activate the changes.

If you are unable to perform a Web Update, navigate to the folder where you installed Ad-Aware 2007 (For example c:\programs\lavasoft\Ad-Aware 2007), run the file called ?lsupdatemanager.exe? and restart the program.

My serial number for Ad-Aware 2007 is lost, how do I retrieve it?

If your serial number have been lost, there is a quick and easy way to get it back.

  • Log in to the Support center: http://www.lavasoft.com/support/supportcenter/
  • In the left menu, under 'Support Center', select 'Your Licenses'
  • Here you will find the text: 'E-mail Serial Number' and pressing it will automatically send an email with the serial number to your mail.

Note: the *E-mail Serial Number* notification email may be filtered as spam. Please, check your spambox.

According to your email notification, my email address got a -1, -2 or -3 appended at the end. When I requested my login credentials my email was not recognized by your site and I couldn’t enter the Support Center.

There are rare occasions where the automatic email reminder function attaches a random number in the end of the email address, to make them unique and avoid a possible conflict.

Your email is not changed in the database, and you still use it to enter the Support Center. Just remove the hyphen and the number.

Ad-Aware 2007 does not remove viruses, why?

Ad-Aware 2007 is a dedicated anti-spyware program and not a general anti-virus software. Even though a lot of viruses, trojans, malware etc. are detected and removed as well. Ad-Aware is best used together with a supplementary anti-virus program.

Ad-Aware 2007 provides you with advanced protection against spyware that secretly attaches and takes control of your computer, resulting in aggressive advertising pop-ups and sluggish computer activity.

I downloaded the free version but paid for Plus/Pro?

All users download the same version, and it changes from Free to Plus / Pro after activation.

A restart of the program is required when it is successfully registered.

What is the '(Ad-Watch) Real Time protection' button?

It indicates if Ad-Watch is running or not.

What is the 'Automatic update' ('Definition update') button?

It automatically updates the definition file when starting Ad-Aware. This can be turned on / off under the Settings > Auto Scans tab "Update Definition File at Startup."

What does the 'Authenticity verified' check in the 'Update Status' screen mean?

  • A green checkmark indicates that the definition file (core.aawdef ) is valid and correctly downloaded.
  • A red cross indicates that the file is either outdated or corrupt.

Note: Ad-Aware 2007 will find the definitions to be outdated if the file has not been updated within the number of days selected in in the Web Update settings.

Click the "Update" button in the "Main status" window to update and download a new definitions file. If this doesn't work you should delete "core.aawdef" located in (C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware 2007). Then click the "Update" button in the "Main status" window to update and download the definitions file.

Restart Ad-Aware 2007

Why do I never get any emails or response from Lavasoft?

It might be case where our notification emails get filtered as spam. Make sure to check your mail-clients spam-box or spam-filter for our mails.

We send out notification mails from noreply@lavasoft.com, make sure that this address is allowed.

If you have a t-online.de mail account, consider changing to a webmail account, as all our mails is blocked by t-online.

You are able to change your registered mail address by logging in to the support center, and editing your details.

Does program X have a conflict with Ad-Aware or vice versa?

Generally, there are no conflicts with other software.

However, there could be issues when having an antivirus program scanning whilst Ad-Aware scans. The solution is to not to do two or more scans at the same time.

If you suspect there still could be a compatibility issue with program X. Please log in to the support center, and provide us with details of the conflict.

What is the difference between the Update and the Upgrade button?

When you want to update your definition files and your current Ad-Aware 2007 version you use the Update button, when you have Ad-Aware 2007 Plus and have received an upgrade serial for Pro you use the Upgrade button .

When should the Serial Number and Unlock Key fields be used?

The Serial Number field should be used when you are registering your software and the Unlock key field should be left empty, if the registration should fail then the Unlock key will be generated by Lavasoft and then be sent to the customer

How do I remove detected objects after a scan?

After a scan is finished you get the 'Scan Results' screen, where detected objects are separated into critical objects and privacy objects. The total number of critical objects and privacy objects detected during the scan are listed at the top of each tab.

In the 'Critical Objects' tab you can either select each object individually by checking the box beside it, or use the selection options in the context menu.

For each selected critical object, you can choose to:

  • Add to Ignore: Add the object to the Ignore List; keep the item on your system and make sure it is not detected in future scans.
  • Quarantine: Add the object to the Quarantine; isolate and back-up the object in quarantine, where it does not pose a threat to your system.
  • Remove: Delete the object from your system.

Privacy objects: Go to the 'Privacy Objects' tab.

You can either select each object individually by checking the box beside it, or use the selection options in the context menu.

For each detected privacy object, you can choose to:

  • Add to Ignore: Add the object to the Ignore List; keep the item on your system and make sure it is not detected in future scans.
  • Remove: Delete the object from your system.

After you have dealt with the various objects found click 'Finish' to get to the 'Scan summary' screen.

How do I create a system Restore Point?

Before deleting critical objects, you have the option to create a system restore point. A system restore point allows you to restore your computer to a previous working state, in the event of a problem. System restore creates backups, or restore points, of vital system configurations and files. You may choose to create a system restore point prior to deleting objects that you are unsure of removing, or after handling items detected by a scan, when you know that your system is clean.

What is TrackSweep and how do I use it?

TrackSweep is a privacy tool that allows you to remove traces of your Internet browsing from your system.

Check the options of your choice, see below, and click the 'Clean' button to clean your system.

You can choose to clean the following areas:

  • Cache: Clears your browser cache, or Temporary Internet Files.
  • Cookies: Clears browser cookies – data that a website saves on your computer's hard drive and retrieves when you revisit the site.
  • History: Clears your full history of visited websites.
  • Last typed URLs: Clears the list of last accessed URL’s from your web browser’s address bar.
  • Browser tabs: If you use tabbed browsing, your browser tabs will be cleared.

What is the difference between Ad-Aware's and Ad-Watch's TrackSweep?

Ad-Aware:
By checking the buttons next to the items of your choice, and clicking 'Clean', the tracks left behind when you surf the Internet can be cleaned from Internet Explorer, Firefox, and Opera web browsers.
The browser needs to be closed to be cleaned.

Ad-Watch:
Ad-Watch TrackSweep automatically deletes cookies that are in the Detection Database. If you do not want TrackSweep to clean all cookies that are in detection, you can adjust Ad-Watch’s settings so that cookies are not automatically deleted.

You check the buttons next to the items of your choice just like Ad-Aware's TrackSweep, but the tracks left behind when you surf the Internet will be cleaned from Internet Explorer, Firefox, and Opera web browsers whenever you close them.

What is the Event Log and how do I reset it?

Ad-Watch's 'Event Log' shows a list of all of the events detected by Ad-Watch, such as blocked processes, blocked registry changes or cleaning events (items cleaned by TrackSweep).

To reset the Event log, you need to delete the logfile:

  • Close Ad-Aware.
  • Turn off Ad-Watch.
    To turn off Ad-Watch please right click the system tray icon and click the "Close Ad-Watch" selection and the select "Yes" when the confirmation window appears.
  • Browse to following folder: C:\Program Files\Lavasoft\Ad-Aware 2007
    (Your Drive Letter might be different)
  • Locate the file aweLog.xml in the folder and delete it.
  • Open Ad-Watch.

You will now see that the Statistics and Event Log have been reset.

Why can't I log in to the order page with my Support Center log-in?

The order page and the Support Center have different log-ins. When you have purchased a product you will receive an e-mail containing your new log-in for the order page. If you do not remember your log-in you can click on the link on the order page to receive an e-mail reminder.

Why is the Ad-Watch 'Connect' feature unavailable (greyed out) in Ad-Aware 2007 Plus?

The Connect feature is only available to Pro customers.
Please see this link: http://lavasoft.com/download_and_buy/product_comparison_chart.php

When I click on the Ad-Watch 2007 icon on the desktop nothing happens?

This happens when the Ad-Watch 2007 program has already started and is running.

To open the Ad-Watch settings, just right click on the Ad-Watch icon in the system tray and click 'Go to Settings'.

Once you click on the Ad-Watch icon (when Ad-Watch is not already loaded) it will open the program on the status page, just minimize the screen to load Ad-Watch in the system tray.

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