FAQs Categories
Installation
Back to topQ: Where can I buy True Security™ Mobile products?A: You can buy True Security™ Mobile products from the SafeFrontier Online Store. Please, follow this link
http://safefrontier.com/buyonline and place your order there.
Q: What is an Active Directory centralized deployment?A: If you are using Active Directory on your domain server, you can install True Security™ Mobile products remotely on all your computers. To do this you need to create an appropriate group policy to all the computers where you wish to install our products. True Security™ Mobile products will be installed automatically the next time the computer is re-started.
Q: What operating system are supported?A: True Security™ Mobile products can be installed on following operating systems: Windows XP 32/64 SP2 (SP3 recommended), Windows Vista 32/64 (SP1 recommended), Windows 7.
Q: What web browsers do you support?A: Internet Explorer 6+ (7+ recommended), Mozilla Firefox 3+, Opera 9+, Safari 3+, Google Chrome, other W3C compatible browsers.
Q: How can I uninstall True Security™ Mobile products from my computer?A: There are three ways you can do it. If you have local access to your computer, you can logon as a local administrator and run the uninstall program. If you have a domain server, you can uninstall True Security™ Mobile products centrally via Group Policy. You can also uninstall True Security™ Mobile products remotely from your SafeFrontier account.
Remember: To uninstall True Security™ Mobile products you need to deactivate the Self-Protection feature that you would find in General Mobile Security policy in your account.
Licensing
Back to topQ: How do I transfer a valid license from one computer to another computer ?A: In order to transfer licenses of all products installed on one computer to another computer, you need to delete all products installed on that computer first, and then delete the computer from your account (Computer Summary page or use the right-click menu in the Computer List window and then Delete computer). All licenses will be available for reassignment. If you need to transfer a license of only one of several products installed on your computer, you just need to delete that product on your computer. License will shortly be available in your account and you can reassign it to another computer. (Computer must connect to the internet before the license becomes available).
Q: Can I use one license on two computers?A: No. Each True Security™ Mobile product must have its own valid license.
Q: What will happen if my license has expired?A: If your license has expired, , the product will be deactivated on your computer. When you provide a new valid license your product will be activated again. Once the product is deactivated, you cannot send policies to this computer or receive reports from it.
Q: Do I need to reinstall a True Security™ Mobile product if the license has expired?A: No. You only need to reassign a new valid license to your computer. Once your computer receives the license, the product will be re-activated.
Q: Can I get more than one trial license?A: We usually provide one trial license for each product we offer when you are registering a new account. . Please, go to your SafeFrontier account and inform our support team of the reason you need more than one trial license, and we'll do it for you.
Q: What is the "license term" for a free Mobile Tracking license?A: True Security™ Mobile Tracking has a one year license term. This means that you will need to obtain a new free license for your computer each time the one year term expires. You can request a new license in your account. Go to Main Manu, Licenses, Get new free license.
Q: How can I set/update multiple licenses for my computers?A: Follow the Licenses - Assign or update licenses command in the Main Menu of your Mobile Admin console. On this page you can see how many licenses you have available for each True Security™ Mobile product. Select the product, the license type and the license term you need to assign/update. Then select computers in the Computer List for which you need to assign new licenses. If you select more computers than there are available licenses, you will be notified by alert message.
My account
Back to topQ: Can I use True Security™ Mobile products without registering on SafeFroniter?A: No. You need to register with SafeFrontier to open an account where you can manage your computers and products (Mobile Admin web console).
Q: Can I change my account password?A: Yes, you can change your account password. Go to the Main Menu - Settings - Security Settings - Change your account password.
Q: Can I change my account login?A: No. Your account login cannot be changed.
Q: How often do the SafeFrontier servers close for maintenance?A: We do our best to make our servers available with 99.9% up-time. Occasionally we have to upgrade our systems or perform scheduled maintenance. We will notify you in advance by posting a notice in your account.
Q: Can I group my computers by organizational units?A: Yes, you can group your computers by any attributes you choose. There are no limitations on the amount of computer groups and computers within groups or computers in your account.
Security
Back to topQ: How can I protect my operating system from unauthorized uninstall/reinstall?A: You can configure BIOS settings to restrict unauthorized access to your computer. Once you have done this, operating system cannot be uninstalled or reinstalled without a valid BIOS setup password.
Q: How is my data protected from unauthorized access?A: All reports received from your computer and all commands and policies sent to your computer are authenticated, integrity controlled, and encrypted with the Rijndael256 (AES) algorithm and HMAC message authentication. All communications with your computer are protected by TLS 1.0 protocol. For more information, please refer to Standards and Guidelines.
Q: Can I restore erased files and folders?A: No, erased data CANNOT BE RESTORED. Mobile Defender Data Delete is developed and confirms to the DoD 5220.22-M standard for data sanitizing. The information erased cannot be recovered by any means, including forensic recovery.
Q: How can I update my True Security™ Mobile software?A: The software can be updated automatically. You can activate this option in the General Mobile Security policy, Product update. With this option enabled all your computers will receive automatic updates.
Q: Can firewalls restrict True Security™ Mobile products from accessing the internet?A: True Security™ Mobile products can override settings of the Windows firewall program. Other firewalls may block it from accessing the internet depending on their settings. You can always set your "No connect" incident response options for protection of your computers even without the internet. Also, all True Security™ Mobile products have a self-defense mechanism that controls the sensitive parameters of its own code and the operating system (files, folders, registry keys, etc.).
Q: Is the client application protected from uninstall?A: Yes. With the "disable uninstall" option activated (General Mobile Security policy), True Security™ Mobile products cannot be uninstalled or their operation terminated, the system process will be immediately reinstated.
Q: Would the True Security™ Mobile work if computer is in the Safe Mode?A: Yes, it will work regardless of the operating system mode.
Q: Will True Security™ Mobile resume the work after my computer wakes up from hibernation or standby?A: Yes, it will continue to work.
Q: If I do a restore on my computer will True Security™ Mobile survive the restore?A: Yes, it will survive the restore process.
Q: Will True Security™ Mobile work behind proxy?A: Depends on the proxy settings.
Q: Will I be able to get my System Logs if my computer audit is switched off?A: Yes you will.
Q: Can a user or virus delete True Security™ Mobile products from my computer?A: No. The self-protection mechanism will restrict all attempts to destroy or modify any True Security™ Mobile module (file, folder, registry key, component, package, etc.).
Policy
Back to topQ: How much time does it take once I send a policy, for my computer to receive it?A: This time is dependent on the Query Interval you'd selected for your computer in the General Mobile Security policy. This interval regulates how often your computer will check the incoming messages from the Administrative Console. . The computer also needs to connect to the internet in order to receive the policy.
Q: Can I set one policy for multiple computers?A: Yes. Go to the appropriate policy page, set up the policy, and select the computers in the Computer List (to select, check the box next to the computer icon) for which you want to assign this policy.
Q: Is it possible that my computer will never receive the policy?A: This may occur if your computer has never connected to the internet to receive the policy. Once your computer receives the policy, you will get a confirmation in your account.
Reporting
Back to topQ: How can I known if my computer sent a new report?A: You will see a new report notification in your SafeFrontier account. You can also set up the "Report notification" option in the General Mobile Security policy to receive an email every time your computer sends a new report.
Q: How many reports can I store on the SafeFrontier server?A: Usually, we don't restrict the disk space for our clients. But if you have 100 or more computers in your account and all your computers are generating large number of reports, we will notify you before you reach your maximum storage limit. . You can always export your reports.
Q: Is it possible that computer would not send a report?A: This may occur if your computer was never connected to the internet to be able to send a report.
Q: How can I export my reports to other databases?A: You can save any report as a CSV or XML file. Both are supported by all standard databases. So, you can import files into your own database.
Location tracking
Back to topQ: What communication devices are used for location tracking?A: True Security™ Mobile Tracking supports following standard devices: Wi-Fi, GPS, GSM (excluding IPhone and some other brands and models). All of them can be used to receive information about the location of your computer. Please refer to the Laptop Location Tracking page for more information.
Q: Do you plan to release True Security™ Mobile products for cell phones?A: Yes. We are planning to release True Security™ Mobile for cell phones and PDA devices at the end of 2009.
Q: If the map shows the wrong location of my computer, what does it mean?A: If the communication devices attached or installed on your computer work properly, you will see a correct location. It is also possible that provider’s database is not accurate and misrepresents the location information.
Q: How can I use the information about my computer location?A: You can provide this information to your internet provider ISP or to law enforcement if the computer was stolen. They will be able to quickly locate your computer with this information. Please refer to the Laptop Location Tracking page for more information.
Incident response
Back to topQ: What will happen if my computer has no connection to SafeFrontier server?A: The client software on your computer never communicates with SafeFrontier server directly. All reports are sent to a separate secured server (we also have a secondary servers to receive and store reports from computers). When you logon to your SafeFrontier account, the SafeFrontier web-server retrives your reports and displays them in your account so you can view them. Your computer does not need a direct connection to the SafeFrontier server.
Q: If my computer lost or stolen what I need to do first?A: If your computer is stolen, you should file a police report. You should also report your computer stolen in your SafeFrontier account (Computer Summary, choose Report computer stolen) in order to execute the incident response policy. You will have an option whether to notify SafeFrontier or not. If you choose to notify us, we will assist you and law enforcement recovering your computer. For more information, please refer to Recovery and Prosecution page.
Q: Can I delete all files and folders on my computer?A: Yes, you can do this. But in this case your operating system will self-distract, and your computer will eventually crash. You will need to reinstall the operating system. , We don't recommend you doing this until you received all information from your lost or stolen computer and download all your sensitive files and folders.