1. If you still have our SIGN-UP page displayed in your browser, try clicking the DOWNLOAD button again.
2. If you've already exited the sign-up process, click the MY ACCOUNT tab at our Web site. Then, sign-in and download from the ACCOUNTS menu tab.
3. If the download fails, then go on to the next step.

Stop when the problem is resolved; all steps below may not be necessary.

1. Please bear in mind that there are two phases to installation: download and program execution. Once the download has completed, ensure you click OPEN or RUN FROM CURRENT LOCATION instead of SAVE the downloaded program. If you saved it, find and run (double-click) the install program BSECURE.EXE or SIMPLESECURITY.EXE. Many customers have downloaded the program, did not run it, but feel that they are protected because they see a new icon on their desktop.



• If the program has been run properly, you will have a BSECURE or SIMPLE SECURITY icon on your desktop.
• If the program has not been run, you will have a BSECURE.EXE or SIMPLESECURITY.EXE shortcut either on your desktop, or wherever you saved it.


2. Ensure there is sufficient space on your hard drive to download our service, which requires 650K (you should have at least double that amount--1.5M-- available for installation).



• A common error which indicates the lack of space is: "Can't create temp directory ..."
• To fix the problem, delete old data files and remove software applications which you no longer need, then click the DOWNLOAD button again. If you have already exited the sign-up process, click the MY ACCOUNT tab at our Web site. Sign-in and download from the ACCOUNTS menu tab.


3. If your Internet connection consists of a modem and telephone line (dial-up), ensure it is not configured to drop the connection after download.



4. If you are using Internet Explorer as your browser, check the following. If the settings are not correct, you will not be able to download our service.



• Ensure your Internet Browser has 128 bit encryption (cipher strength). If you are using Microsoft Internet Explorer, you may determine the encryption level by clicking HELP, ABOUT INTERNET EXPLORER. If you have less than 128 bit, download the latest version of Internet Explorer from Microsoft at http://www.microsoft.com/windows/ie/downloads/default.asp
• Ensure your browser security settings are set to MEDIUM by doing the following:
• Click TOOLS, INTERNET OPTIONS, SECURITY, CUSTOM LEVEL.
• Under the heading RESET CUSTOM HEADINGS, reset to MEDIUM.
• Click the RESET button.
• In the SETTINGS section there should be 5 entries for ACTIVE X
• Ensure all except the third one are NOT set to DISABLE.
• The third one should be set to DISABLE by default. It may be set to PROMPT, which means IE will let you know if an attempt is made to run a script which is not considered safe.
• Click OK twice to exit.


5. In order for our Web pages to be viewed and accessed properly, JAVA SCRIPT and COOKIES must be turned on (enabled). These options are set in the SECURITY and PRIVACY tabs of INTERNET OPTIONS.



6. Ensure you do not have any download accelerators or download managers running, for example:



• Real Download
• Download Accelerator


7. Ensure you do not have any Web Accellerators running. The following is a partial list of Internet accelerator programs:


• BlazeWeb
• EZsurfer98
• FastNet99
• Legion - The HOSTS Master
• MicroSurfer
• PeakJet
• TurboExplorer
• WebEarly
• WebTurbo

Note: after installation, you may reactivate any Web accellerators which were running previously.

8. Ensure you are logged in as ADMINISTRATOR if you are installing onto computer with a Windows NT, 2000, or XP operating system.

If you did not log in as ADMINISTRATOR during installation, please log in as such, then return to our Web site and click the MY ACCOUNT tab. Sign-in and click DOWNLOAD from the ACCOUNTS menu tab.

9. Call Technical Support at the number at the bottom of the list of Knowledge Base responses.