Support

Q: I cannot download the installation file, the installation file is corrupted, or otherwise does not work.
A: Please make sure you are using Internet Explorer 5.5 or higher, or AOL7 or higher. Also disable any download manager/accelerator applications as they are known to interfere with the script-based downloads we use.

Q: How do I receive updates?
A: By default INAC Anti Spyware with Active Protection will notify you when updates are available. If you choose these will be updated and installed. Alternatively you can modify the Options to automatically download updates or to disable the update nofication completely. You always have the option to check for updates manually via the "Check Now" button in Options.

Q: During the removal process I was asked to reboot, which I have done. However, after the reboot Anti Spyware with Active Protection scans again but I cannot use my computer as there is no Start menu or task bar. Is this normal?
A: The reboot is necessary to remove some programs that are in use. During the reboot Anti Spyware with Active Protection has exclusive use of your computer which is why you do not see your Start menu or task bar. Once Anti Spyware with Active Protection has completed the scan you can simply close Anti Spyware with Active Protection and your computer will continue its normal start process and your Start menu and task bar will appear.

Q: How do I know what files to keep? Which to remove?
A: It is recommended that you remove all found spyware/adware. Only exclude files if you are sure they are required to run other software on your computer. Some "free" software will only function if their spyware/adware bundles are installed and running on your PC. Unfortunately we are unable to provide you with specific directions on what may or may not be needed. To protect your computer and software Anti Spyware with Active Protection automatically backs up all files prior to removal so you can restore them in the future if you find that you need them.

Q: I've scanned, removed, and scanned again. Nothing is found but I am still getting popup ads.
A: If you are still experiencing excessive popups and continued infections please do the following:

1. UPDATE TO THE CURRENT VERSION OF INAC ASAP
2. RUN A QUICK SCAN AFTER THE UPDATE
3. IF THE PROBLEM PERSISTS, RUN A DEEP SCAN
4. IF THE PROBLEM PERSISTS, RUN A DEEP SCAN WHILE IN SAFE MODE
5. IF THE PROBLEM PERSISTS, CONTACT TECH SUPPORT

Here are more specific details on how to perform these steps:

1. UPDATE TO THE CURRENT VERSION OF SPYWARE NUKER
   You can make sure you are running the most current version of Anti Spyware with Active Protection by checking for an available update. You can check for an available update to Anti Spyware with Active Protection by connecting to the internet, opening Anti Spyware with Active Protection, clicking the Tools->options, and then clicking the Check Now button in the Auto-Update tab. This will force Anti Spyware with Active Protection to check for the latest update. If this fails simply visit asap.inac.com and click the 'free audit' button and install over the top of your existing installation.
2. RUN A QUICK SCAN AFTER THE UPDATE
   Open Anti Spyware with Active Protection and click Scan Now. Let the scan complete, then remove all found infections.
3. IF THE PROBLEM PERSISTS, RUN A DEEP SCAN
   Open Anti Spyware with Active Protection, select Deep Scan, then click Scan Now. Let the scan complete, then remove all found infections.
4. IF THE PROBLEM PERSISTS, RUN A DEEP SCAN WHILE IN SAFE MODE
   Reboot your computer and press F8 or CTRL just before any Windows screens appear. This will provide you with a boot menu, choose Safe Mode. Windows will start slower than normal and you will notice your startup programs do not load, which is the desired result of running in Safe Mode. This will assist Anti Spyware with Active Protection in removing some persistent infections. Open Anti Spyware with Active Protection, click the Advanced Options tab, click the Scan Depth tab, select Deep Scan, click Save, then click Scan Now. Let the scan complete, then remove all found infections. Then reboot your computer normally.
5. IF THE PROBLEM PERSISTS, CONTACT TECH SUPPORT
   Please contact tech support for further directions on how to provide us with your log files. This will allow us to review your system and research what is not being fully cleaned and removed from your system.

Q: I cannot register my copy of Anti Spyware with Active Protection or my registration number is not working (or any other registration related questions).
A: Please make sure you are connected to the internet and that any firewall software is configured to allow Anti Spyware with Active Protection to connect to the internet. Also make sure you are entering your serial number/registration key as it appears in the email sent to you.


Q: I've installed your product but I continue to receive popup ads from "Messenger Service"
A: Our product does not block Windows Messaging popups. This is an integral part of your operating system. However, it is easy to disable and is reversible.

If you are on a network please check with your computer support staff before disabling any service so that you do not inadvertently disable a service that your department needs.

For Windows 2000 and XP

• Go to start and click Run
• Type services.msc
• Double-click on Messenger.
• In the Messenger Properties window, select Stop, then choose Disable as the Startup Type.
• Click OK.

For Windows 95, 98, and ME

• Under Control Panel, select Add/Remove.
• Select Windows Setup.
• Select System Tools.
• Click Details.
• Uncheck WinPopUp.
• Click OK.
• Reboot

Q: How do I order Anti Spyware with Active Protection?
A: Anti Spyware with Active Protection will automatically prompt you to register the product when you attempt to remove detected spyware/adware components. You can also register the product by starting Anti Spyware with Active Protection and clicking the About button and then clicking the Register button. Finally, you can open http://asap.inac.com and click 'Order Now' link.

Q: Will Anti Spyware with Active Protection work on a Mac? Linux?
A: Anti Spyware with Active Protection is currently compatible with Microsoft Windows 98/Me/NT4/2000/XP. There are no plans at this time to create a version compatible with the Mac, Linux, or any other non-Microsoft Operating System.

Q: I have purchased Anti Spyware with Active Protection and want to install it on my desktop *AND* laptop. How can I do this?
A: A single purchase of Anti Spyware with Active Protection provides you with a single license key that can be used to register Anti Spyware with Active Protection on a single computer. If you wish to install Anti Spyware with Active Protection on more than one computer simultaneously you must purchase a license for each computer. This is how most software licenses are worded and it is illegal to install most retail software on more than one computer. However, not all software physically enforces its licensing like we do.

Q: How do I uninstall Anti Spyware with Active Protection?
A: To uninstall Anti Spyware with Active Protection please do the following:

• Close Anti Spyware with Active Protection if it is currently running
• Uninstall Anti Spyware with Active Protection from the Control Panel's Add/Remove Programs utility.

Q: I still have a question. What now?
A: If you still want to ask a question about Anti Spyware with Active Protection click here contact customer support.