ProtectMac FAQs

Frequently Asked Questions

This page contains answers to some of the most frequently asked questions about ProtectMac AntiVirus. If there's a question that you think should be addressed here, please send it to support@protectmac.com

Using ProtectMac AntiVirus

Q. How do I install ProtectMac AntiVirus on another computer?
A. Run the ProtectMac Antivirus installer on the other computer and enter your license key in the Software Setup window at the end of the installation. Click the 'OK' button in the setup window after entering your key. Note, the Software Setup window will appear automatically when you close the installer.

The latest installer can be downloaded from here: http://download.protectmac.com/ProtectMacAntiVirus.zip

Q. Does the real-time file-access scanner operate when the main application is not running?
A. Yes, it is essential that it does so to keep your Mac protected at all times. The file-access scanner is always working in the background, even when the main GUI application is not running and even when there is no one logged in.

Q. Why is my user scan reporting more files than in my folder?
A. You will quite often see a greater number of files reported during a scan than is visible in folders and on disks, this is because hidden files are also scanned. In addition, some files may count more than once if they have multiple ‘forks’.

Q. Why am I occasionally asked for a username and password?
A. Certain features and preferences of ProtectMac AntiVirus can only be accessed if you have administrator privileges on your Mac. However, even if you are logged in with admin rights, for added security, you may still be asked to enter a password the first time you attempt to perform certain functions, for example, disabling the on-access scanner, disabling updating or stopping a scheduled scan.

Q. Can I remove authentication to prevent other users from changing things when I am not present?
A. Yes. The menu option ‘Remove Authentication’ will allow you to remove authorization if you previously entered administrator credentials and return the authentication level to that of the logged in user.

Q. How often should I check for Updates?
A. We recommend that you check daily, which is the default preference setting. Update checks will happen automatically in the background and any updates will be installed without user intervention. However, you can select “Check For Updates” from the menu bar icon or application preferences at any time to perform a manual update check.

Q. Are scheduled update checks performed when the main application is not running?
A. Yes. Update checks happen in the background and are not reliant on the main application. Also, any updates that are downloaded are installed automatically without the need for you to do anything. If the main application is running and a component of it is updated, it will be closed and relaunched after the update has completed.

Q. Can I set a schedule to scan my FileVault?
A. Yes. But be aware that your FileVault is encrypted and that the files are only accessible when you are logged into your Mac.

Q. Do scheduled scans work when the main application is not running?
A. Yes. Scheduled scans run in the background whenever the schedule is triggered. However, if you are using a MacBook or MacBook Pro then the computer's lid needs to be open for the scan to run.

Q. How do I prevent a user scan from stopping when I quit ProtectMac AntiVirus?
A. Create a scheduled Scan of the item (the schedule can be disabled). This will allow you to manually start the scan, which will run in the background when the application is closed. Alternatively, highlight the item in Finder and ctrl-click or right-click with your mouse and select ‘Scan With ProtectMac AntiVirus’ from the contextual menu.

Q. I have cleared the Threat Database View and the History view and now can’t find any information about the threat that was detected, how do I find out where the threat was located?
A. Unless you have deleted the file in question, rescanning your Mac will detect any threats that are still present and the original threat will reappear in the Threat Database and History view. Alternatively, if you have 'Logging' enabled then details of the threat will be in the log file. Note, however, if you have logging archiving enabled, the information may be in one of the archived log files.

Q. Can I adjust the column widths so that I can see the whole of the time for History events and threats?
A. Yes. Simply click in the table header to the right of the Date column and drag your mouse to the desired width.

Q. Can I create a document containing details of all the threats recorded?
A. Yes. Press the ‘Print List’ icon in the Threats view toolbar and select ‘Save as PDF’ from the PDF pull-down menu. This will create a PDF document containing a summary of all the threats displayed in the Threat View.

Q. Can I run ProtectMac AntiVirus on my Mac if I am also running a virtual Windows environment like Parallels or VMWare Fusion?
A. Yes. ProtectMac AntiVirus will prevent any threats from being copied between Mac OS X and your virtual Windows machine. However, Mac OS X applications do not have complete access to all the files within your virtual environment, therefore, to fully protect your Windows environment you should also run a Windows antivirus solution on your virtual machine.

Q. I have disabled automatic volume scanning, how do I scan a removable volume when it is mounted?
A. Insert the removable device (DVD, USB device etc) and it will automatically appear in the ProtectMac AntiVirus application window. Choose the device in the list and select scan (or double-click it). It’s that easy!

Even easier, right click the volume on the desktop and choose ‘Scan ...’ from the contextual menu.

Q. How do I add an invisible folder to the FileSafe Preferences?
A. There are two ways of doing this. Either, type '/' in the folder selector sheet, which will open a pop-up window and allow you to type in the desired path. Or, launch the Terminal application and type in the command "open >location<", where location is the parent folder of the desired location; this will open the parent folder in a finder window and allow you to drag and drop the desired folder to the FileSafe Preferences list to be excluded.

Q. How do I delete an authorized file?
A. You have to first deauthorize the file via the application menu and then select the Delete File button.

Q. Why do I have 'Cancelled scan' entries in my History log?
A. 'Cancelled scan' entries will appear in your History log whenever you stop a running scan or whenever a removable disk or mounted dmg file (disk image) is unmounted whilst being scanned. The latter can occur during the installation of software packages on your Mac that mount and unmount temporary disk images during their installation process when the (default) ProtectMac AntiVirus option 'Automatically scan volumes as they are mounted' is enabled.

Q. Can I reinstall another Trial version once the previous Trial has expired?
A. No. It is not possible to install a subsequent Trial version once the previous Trial has expired

Q. How do I uninstall ProtectMac AntiVirus?
A. To uninstall ProtectMac AntiVirus you need to run the uninstaller application located in "/Library/Application Support/ProtectMac AntiVirus" in the root of your boot disk, not your home folder. The uninstaller is called "Uninstall ProtectMac AntiVirus". The Setup window that appears when you click the 'Setup' button in the Trial expiry dialog also includes a link to the uninstaller.

Alternatively, the disk image you downloaded for the trial version contains both the installer and uninstaller application. Note: If you have manually removed parts of ProtectMac AntiVirus, you should run the installer again before running the uninstaller.

ProtectMac AntiVirus Technologies

Q. Does ProtectMac AntiVirus scan for non-Macintosh threats?
A. Yes. As well as detecting malware that runs on Mac OS X, whether that's native code or cross-platform application threats such as Microsoft Office macro viruses, if you dual-boot or share files with non-Mac users it is also important to detect non-Mac threats. Hence, ProtectMac AntiVirus detects both Mac and non-Mac viruses, worms, trojans and spyware.

Q. Does ProtectMac AntiVirus scan inside archive files?
A. ProtectMac AntiVirus always scans inside archive files during user and scheduled scans. You can also configure it, via the Advanced Preferences, to scan archive files automatically when they are written to disk.

Q. When would I authorize a file for access?
A. Potentially Unwanted Applications (PUA) like key loggers and remote access agents, for example, could be used for legitimate purposes. In this case the file(s) can be authorized to allow the application to run. Never authorize an application you are unsure of or are not certain is threat-free.

Q. Why does Restore Defaults not remove custom locations, scheduled scans and threat information?
A. Restore Defaults only restores preferences and screen settings to their factory defaults. Scan and threat information is user specific and does not form part of the application preferences but can be reset via the application menu and threat toolbar respectively.

Q. The ProtectMac AntiVirus Icon is not visible in the System Menu bar
A. Run ProtectMac AntiVirus and open the application preferences. Got to the Advance preference page and ensure that the “Show ProtectMac AntiVirus in the menu bar” checkbox is selected.

Q. Do I need to be an administrator to stop a Scheduled Scan?
A. If you manually started a Scheduled Scan then you can stop it without authenticating, however, if the Scheduled Scan has been started by the system timer or because of a virus identity update then you will be asked to authenticate and enter Admin credentials to stop the scan.

Licensing Information

Q. How do I find my Product License Key?
A. Your Product License will have been emailed to you when you purchased ProtectMac AntiVirus. Or you can view your key in the main application's About box. Note, the last 4 characters of the key are obfuscated in the About box except when your license key is due to expire.

Q. How do I renew my Product License Key?
A. You will receive a desktop warning when your key is due to expire. Click on the Renew License button in the main application (it's also under the Help menu) and follow the online store instructions. A new Product License Key will be emailed to you.

Alternatively, go to the online Store, click the Renewal option and manually enter your license key and follow the instructions to purchase a new key.

Where to enter your new license key after renewing

Q. Can I renew my license key before it expires?
A. Yes. When you renew online your new key will expire 12 months from the expiry date of your old key or 12 months from the date of your purchase, whichever is later. You can enter your new license key before your old one expires via the application's License Preferences.

Q. What happens if my license key has expired and I want to renew?
A. Click on the Setup button in the desktop dialog warning and follow the online Store instructions to renew your license key. The software will automatically start receiving updates after you have renewed your key.

Q. What happens after my license key expires?
A. After your license key expires ProtectMac AntiVirus will continue to work as normal, except that you will no longer be eligible to receive updates or qualify for free technical support. Software Setup will appear whenever you launch ProtectMac AntiVirus; You can continue to run the application by clicking the 'OK' button.

Entering a new license key in the Software Setup window or in the License Preferences window will re-enable automatic updating.

Q. Will I be able to perform scans once the Trial period has ended?
A. No. You will be required to enter a Product License Key to re-enable all the features of the software, including all types of scanning. Upgrading to a licensed version will also re-enable automatic updating.

Q. If I remove the Trial version can I reinstall it?
A. You can reinstall the Trial version if it is within 30 days of the initial installation, however, after 30 days you will be required to enter a Product License Key to successfully re-install the software.

Q. How do I upgrade from a Trial version to a Licensed version?
A. Go to the ProtectMac website and purchase ProtectMac AntiVirus via the online Store. Once you have been emailed a Product License Key, copy and paste the key into the Software Setup window or the License Preferences.

Q. How long is a licensed version valid?
A. When you purchase ProtectMac AntiVirus a license will last for 12 months. During this period you will automatically receive all updates to the software, as well as threat detection data, and qualify for free technical support.

Q. I have lost my License Key, how do I obtain a copy of it?
A. Go to the License Key Reminder page and enter the email address you used when you purchased ProtectMac AntiVirus, your license key will be emailed to this address.