Frequently Asked Questions

Technical Support

1. I'm running ZoneAlarm and now I'm having trouble accessing the Internet. What should I do?

ZoneAlarm is working hard to protect your PC. However, if you've just installed ZoneAlarm and you're unable to connect to any Web sites, there's probably been an error in installation. Here's what to do:

• Open ZoneAlarm, then press F1.
• From the search tab, type Troubleshooting
• Double-click on "I'm having trouble connecting to the Internet"

From there, the comprehensive ZoneAlarm help system will provide a guide to troubleshooting your Internet connection. As part of our widespread user base, we've probably captured most of the issues users are likely to see and have incorporated them into the product's help system.

2. I've installed ZoneAlarm but cannot see other computers or print files on my home network. What should I do?

To share printers and files with other computers on your network, you will need to configure ZoneAlarm to allow access to the computers with which you plan to share resources. To configure ZoneAlarm for file and printer sharing, first make sure that your network is in the Trusted Zone.

To make sure you can connect to your home network and share resources, open the ZoneAlarm user interface > click on Firewall (left-hand column) > and select the Zones tab.

Under the Name column, find your home network (it might be the only listing). Under the Zone column, click one time on Internet.

A little box should appear (as seen in the picture below) that says "Internet" and "Trusted". Click on Trusted.

Close ZoneAlarm.

Next, go to Firewall (left-hand column) > Main tab > and make sure that the Internet Zone setting is on "High" and the Trusted Zone setting is on"Medium".

3. Does ZoneAlarm slow down a computer?

ZoneAlarm is optimized to deliver a minimal impact on the performance of your PC during normal operations. In most cases, you won't even know your PC is being protected by ZoneAlarm. For users of ZoneAlarm Antivirus or our award-winning ZoneAlarm Internet Security Suite, you may notice a reduced response time while ZoneAlarm is conducting a scan of your PC for viruses or other malware. If this is inconvenient, you can always stop the scan and reschedule for a time that the PC is not likely to be running other applications.

4. What is a Check for Update?

Check for Update is a message that alerts you to check for updated versions of ZoneAlarm. These alerts may be sent because of newly discovered threats that could weaken the security of your PC or for feature improvements. You can use the Overview/Preferences tab to adjust your Update settings.

5. I'm having trouble with AOL. What should I do?

The most recent versions of AOL now offer some security features including a firewall and virus scanning. It is recommended that you disable those features prior to using the same features from ZoneAlarm. If you've recently updated to a new version of AOL, some users with older versions of ZoneAlarm had compatibility issues. Check for updated versions of ZoneAlarm to ensure the best compatibility.

6. How does ZoneAlarm affect gaming?

Attending a LAN party or playing a game that is connected online? Although standalone games rarely create issues with ZoneAlarm, the new generation of connected games may attempt to open lines of communications with other PCs on your LAN or on the Internet. Since these connections are similar to the communication that Trojan Horses or other malware often attempt, they may not be allowed by ZoneAlarm. If you're connected to a LAN where you know the other players, you can add that LAN to your "Trusted Zone" and use a lower level of security. Alternately, review the user manual for your game and determine what ports need to be opened. Then, use the "Expert Rules" in paid versions of ZoneAlarm to allow the required communication.

7. How do I block or unblock specific ports?

All paid versions of ZoneAlarm provide complete flexibility for customization in the "Expert Rules" tab of the Firewall panel. This feature is not available in the free ZoneAlarm. Using the Expert Rules form, you can block or unblock specific ports, sources, or destinations.

8. Do I need a PC firewall if I'm already using a hardware firewall?

Most home network routers include a built-in hardware firewall that monitors and blocks inbound communications at the network level. By comparison, a PC firewall can monitor and block both inbound and outbound communications at the PC level. For the most complete protection, a PC firewall should be installed on every computer on a network. Combined, a router's firewall and a PC firewall provide multiple layers of protection that a router firewall couldn't provide by itself. And unlike your home network router, a PC firewall can easily go where your computer goes. Only a PC firewall can protect your Internet-connected computer on the road.

9. Why am I getting a lot of pop-up alerts?

Pop-up alerts are designed to advise you on what programs are trying to get in and out of your computer. This allows you to ensure that nothing harmful is getting into your computer, and no malicious programs are sending out your personal information.

This is part of the initial ZoneAlarm security process. When you check the box next to "Remember this setting", you will not see a pop-up for that program again (unless the program changes on your computer).

10. Why do programs (other than Outlook or browsers) need Internet access?

Many programs use the Internet to look for updates or bug fixes for themselves. When a program such as Adobe Acrobat is opened, it is programmed to contact its "home base" to see if a more updated version is available. Users are then prompted to update the program.

Sometimes, programs on a computer communicate with each other and use the local network to do this. This "local communication" may result in programs such as Microsoft Word, PowerPoint, or Excel requesting access to the Internet.

Another reason a program may request Internet access is if it crashes. When programs crash, they often access the Internet to look up the problem and solution. The "fix" is then presented to the user. There is no way this information could be obtained by the program without the program accessing the Internet.

And don't forget that malicious software or spyware may also try to connect to the Internet in order to send your personal information to a hacker.

11. What should I do when I receive a New Program alert?

When you receive a New Program alert, check the Application field to see what the program is. If you recognize the program, click the box next to Remember this setting, and then click Allow.

If you do not recognize the program, you can do one of two things:

1. If you do not recognize the program name, you can click the More Info button which will guide you to the ZoneAlarm Web site. We provide descriptions for many programs to help our users make safe decisions. 2. If you need more information than what is offered at zonealarmstore.com, search the Microsoft Support site or use a search engine like Google for information on the program in order to determine what the program is and what it is used for. You can then decide to allow or deny access to this program.

12. What should I do when I receive a Firewall blocked access alert?

When you receive a "Firewall has blocked access alert," all you need to do is click OK. This is an informational alert to let you know that ZoneAlarm has blocked access to your computer. If you do not wish to see these alerts anymore, click the box next to Don't show this dialog again, then click OK.

13. When should I give a program "server rights" and when should I deny a program server rights?

You may receive some alerts asking you if a certain program should act as a server and be given "server rights". We recommend that you not give any program server rights unless one of the following is true for you:

• You are hosting a Web site on your computer
• You are sharing files with another person(s)
• You are playing games that require point-to-point connections with other players across the Internet

If any of these situations apply to you, then you should give programs for the activity server rights. If none of the above examples applies to you, it is not recommended that you allow any program to have server rights. Allowing a program to have server rights means that an outside connection can access your computer through that program.

At any time in the future, you can always change the setting of the program to give it "server rights" by going to Program Control (left-hand column) > select the Programs tab > highlight the program you wish to give "server rights" > click on the "X" under "Server" and click "Allow" in the little box that pops up.

Ordering

How do I make an order?

1. Choose to either Buy a CD copy or Buy a Download copy
2. Enter the quantity required
3. Enter your contact and shipping details
4. Enter your payment details and complete your purchase
5. Follow the instructions to download your copy or wait for your copy to be delivered

Is ordering safe and secure?

• Yes, we use full 128-bit SSL encryption on our shopping cart and checkout to ensure all our customer's personal details are safe and secure. You can see that our checkout pages are secure by checking for a padlock icon on the status bar (must be enabled) of your browser.
• Our secure online process are handled by our partner Jumbo Corporation, a publicly listed company on the Australian and German stock exchanges.
• For information on privacy concerns read our Privacy Policy.

 

Payment

What are my payment options?

• We accept Visa and Mastercard credit cards. By purchasing with your credit card, transactions are quicker and easier. As you are charged immediately, it enables us to send your order as quickly as possible.

Who will appear on my credit card statement?

• Our company name “Sellerbyte” will appear on all credit card statements.

What currency will I be charged?

• All orders are billed in Australian Dollars (AUD). If you are using a foreign account the purchase amount will be converted to your local currency. Depending on your credit card provider, exchange fees may apply (call your provider to find out).

Will I be charged Tax or GST?

• Orders made from Australia will include 10% GST
• Orders made from countries outside of Australia will include any taxes that are relevant to the country of origin.

 

Shipping

How is my order shipped?

Australia

• All orders within Australia are sent by Australia Post Registered Mail Service. Orders require a signature on delivery and can be tracked throughout the delivery process.

International

• Customers have the option to choose from Australia Post Express Courier or DHL for overseas delivery. Orders require a signature on delivery and can be tracked throughout the delivery process.

How much does shipping cost?

Australia

• Shipping costs $5.80 to anywhere within Australia.

International

• All International orders are sent via Australia Post Express Courier service. The shipping cost can be calculated on the order page.

What should I do if my order has not arrived?

• Click here to contact us by email or by phone during business hours Monday to Friday AEST.
• We can track all orders throughout the delivery process so we will be able to find out the exact location of your order.

 

Downloading

• If you have chosen to Buy a Download Copy instructions for the download process will appear after you have finished the checkout process. These instructions will also be emailed to you with your Invoice details.
• If you have any problems with the download process you can contact support staff by email or phone during business hours Monday to Friday AEST. Click here for details.

 

Returns and Refund Policy

We abide by the Refunds Policy of the Queensland Government Office of Fair Trading

You are entitled to return goods and ask for a refund, exchange or repair if the goods you purchased:

• Have a fault that you could not have known about at the time of purchase;
• Are not the same as the description provided by the salesperson or advertisement;
• Do not match the sample you were shown at the time of purchase; and/or
• Do not do the job as you were led to believe.

You are not entitled to a refund if you:

• simply change your mind or no longer want the goods;
• realise you can't afford the goods;
• found the same item at a cheaper price elsewhere;
• chose the wrong size or colour;
• knew about the particular fault prior to purchase; and/or
• were responsible for causing the fault.

Terms & Conditions

• Sellerbyte will exchange or refund a product if it is returned to us in it's original condition, undamaged and unopened. The customer will pay freight costs.
• Defective products will be replaced with the original product purchased. For products that cannot be replaced. a full refund will be provided. Sellerbyte will pay freight.
• A successful download is considered to be an opened product. If you are unable to download the software a refund may be given. Sellerbyte reserves the right to correct the problem through our help center before a download product is refunded.

• All return requests must be lodged with the Sellerbyte help center within 14 days of delivery.

How to Contact the Help Center

• If a problem arises with your product you can contact the Sellerbyte Help Center to receive technical support or receive a returns authorization number. You must obtain a returns authorization number before attempting to return a product to us.

• You need to call Sellerbyte within 14 days of receiving the product on our customer service number or by email. We will evaluate your return request and issue you with a returns authorization number if appropriate. We will also provide you with return address details. As soon as your return is received we will issue a replacement product or refund . Click here for contact information.