Top 10 User Questions


Answers to questions about ZoneAlarm
Questions
1
How do I download the latest version?

To get the latest version of your licensed product:
Click Update in the lower left corner of ZoneAlarm. Follow any download prompts that appear.

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2
An alert says a program trying to do something - what to do?

If ZoneAlarm is asking you about an application's behavior, it's because it's an application that our community-powered DefenseNet doesn't have enough data about yet.

Do you trust the application and what it's trying to do?

  • If yes, click Allow.
  • If you aren't sure, do a Google Search on the application name to see if you can verify its trustworthiness. Sometimes the name sounds obscure, but turns out to be part of an application you use and trust.
  • If you still aren't sure, jot down the name (you may need it momentarily) and then click Deny, just to be safe..

If you clicked Deny, but soon afterward your application seems to be blocked from working correctly, use the Application Control settings to restore its Internet access privileges:

  1. In ZoneAlarm, select Computer.
  2. Select Application Control | Settings.
  3. Click Advanced Settings.
  4. Click View Programs, then select the program and give it Access by clicking and choosing Allow from the popup menu.
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3
An application can't reach the Internet - can I fix this?

When this problem arises it can give the false impression that ZoneAlarm is not compatible with a particular application. Actually, ZoneAlarm just needs to know that you trust the program.

Many programs interact with the Internet, and occasionally the ZoneAlarm firewall may deny an interaction if it doesn't recognize the program. Typically ZoneAlarm asks you before denying, but sometimes people automatically approve the "Deny" and don't realize it.

If you think an application you trust may be blocked from the Internet, first find out whether ZoneAlarm is blocking it by doing this:

  1. Turn ZoneAlarm off by right-clicking the ZoneAlarm system tray icon and choosing Shutdown.
  2. Run the blocked program again. If it works correctly when ZoneAlarm is off, ZoneAlarm is probably blocking the program's access

If ZoneAlarm is blocking it, and this is a program you trust, you can restore its Internet access.

To give the application Internet access:

  1. In ZoneAlarm, select Computer.
  2. Select Application Control | Settings.
  3. Click Advanced Settings.
  4. Click View Programs, then select the program and give it Access by clicking and choosing Allow from the popup menu..
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4
How do I install my copy of ZoneAlarm onto another computer?

If you have a multi-user (e.g., 3-PC) license

  1. Download a free trial version on each additional computer, or install from your CD.
  2. Open ZoneAlarm and enter your license key on each computer by clicking the license prompt in the lower right corner of the ZoneAlarm window..

If you have a single PC license

  1. Uninstall ZoneAlarm from the current PC by choosing Start | All Programs | ZoneAlarm | Uninstall ZoneAlarm Security.
  2. Install on your new computer by downloading a free trial version or installing from your CD.
  3. Open ZoneAlarm onyour new computer and enter your license key by clicking the license prompt in the lower right corner.
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5
How do I upgrade to a different ZoneAlarm product?
  1. Open ZoneAlarm.
  2. Next to any feature that is grayed out, click the Learn More link. A window opens that guides you through easy upgrade options.

Note: If you already have our most comprehensive product, ZoneAlarm Extreme Security, you will not see any Learn More upgrade links.

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6
Are ZoneAlarm suites and firewalls compatible with other security software?

"Can I use other firewall programs with ZoneAlarm firewalls?"

No, you should only run one brand of firewall at a time. Otherwise performance problems can arise. However, it's okay to install over the default Windows firewall, because it's automatically disabled. It's also OK to use ZoneAlarm with inbound home router firewalls.

"Can I use other antivirus programs with ZoneAlarm suites and firewalls?"

  • With ZoneAlarm Free or Pro Firewall, yes. Just make sure your 3rd party antivirus program doesn't include a firewall.
  • With any ZoneAlarm product that includes antivirus, no. You should run only one antivirus program at a time. In fact, you may not be able to install a ZoneAlarm security suite until you uninstall other programs that contain antivirus.

Tip: If you get a message saying you can't install because another security product is installed, refer to these steps for removing the conflicting product. In some cases you can leave another product installed as long as the antivirus component in the product is disabled, but if problems arise when you do this, please contact Technical Support and consider uninstalling one antivirus product.

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7
I have license key questions

"I can't find my license key."

  • If you purchased ZoneAlarm in a store, look for your license key on the back of the CD sleeve or inside the product case.
  • If you purchased online, the key is in your order confirmation email. Alternatively, you can also log into your MyZone account to get your license key.

Still need help? Contact customer service.

"How do I enter my license key?"

  1. Click Enter License in the lower right corner of the ZoneAlarm window.
  2. Copy (or type) your license key into the dialog that appears.

"I upgraded my ZoneAlarm product and my license key does not work."

  1. Uninstall ZoneAlarm by choosing Start | All Programs | ZoneAlarm | Uninstall ZoneAlarm Security.
  2. Install your new ZoneAlarm product and enter your new license key by clicking Enter License in the lower right corner of the ZoneAlarm window..

Still need help? Contact Customer Service live chat.

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8
Could the firewall be blocking my printer or storage device?

If you can't print or can't see a storage device, your printer or storage device may be blocked by the ZoneAlarm firewall. This can happen only if the devices are connected through a wireless network. If they are connected by a cable, the firewall can't block them.

Here's how to let the firewall know your devices are OK so that you can get to them.

First, do this:

  1. In ZoneAlarm, select Computer.
  2. Select Advanced Firewall | Settings.
  3. Make sure the Trusted Zone is set to Medium.
  4. Try to access your networked printer or storage device again.

If that didn't solve the problem, do this:

  1. From the ZoneAlarm window, select Tools | Logs.
  2. Select the firewall log item for your printer or storage device, and then:
    • Right-click it and click Add to Zone.
    • Right-click it and click Add to Zone.

    HINTS if you aren't sure which log item represents your printer or storage device:

    • Click the Clear List button, try printing again, and then check the Log Viewer again. The item at the top should be the right one. Check the Date/Time column to see if it corresponds.
    • Other tips:
      • It's an outgoing firewall log item.
      • If you are on a home network, the alert Source IP address often begins with 192.168...

You should be able to print or access your storage device now. If not, please contact Technical Support for help.

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9
How do I save or restore my ZoneAlarm settings?

To preserve settings when you upgrade, reinstall, or move ZoneAlarm to a different computer, you need to back up your settings first and then restore them later.

To backup your ZoneAlarm security settings:

  1. From the Tools menu, choose Preferences.
  2. Click Backup.
  3. Enter a filename like ZAsettings, and Save it to a place where you can find it again.

To restore your saved ZoneAlarm security settings later:

  1. From the Tools menu, choose Preferences.
  2. Click Restore.
  3. Select the settings file you saved earlier.

Tip: It's a good idea to always keep a backup of your settings. Even if you haven't made any special ZoneAlarm settings, you automatically create settings when you respond to a ZoneAlarm alert. For example, a setting occurs when you choose "Deny" or "Allow" in a ZoneAlarm alert window.

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10
What happens when my license/subscription expires? Does the product still work?

When your ZoneAlarm product subscription expires, your product still works but:

  • You will not receive updates that protect you against viruses created after your license expired
  • You won't get free Support

To renew now, you can go directly to the Renewal page online.

Does your subscription expiration date look wrong?

If you have recently purchased a new computer, installed a new hard drive, or upgraded your operating system the subscription expiration date may no longer be correct. In most situations, our Customer Service live chat can restore the subscription after you reinstall your ZoneAlarm product.

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