1. How do I download the program?
2. Where are my registration keys?
3. How do I know my virus protection is working?
4. I get an error loading driver for Hackersmacker.
5. The Shield Antivirus (ViRobot) did not load.
6. I can't determine if my download is complete.
7. I am unable to stay connected to download the program
8. Since I installed The Shield Antivirus and Firewall, I can not get online
9. I have invalid serial keys
10. How do I Copy and Paste?
    
    I DID NOT RECEIVE MY KEYCODES

1. How do I download the program?
You will receive an email from us with download instructions (if you did not receive this email, see Answer #2 below). This email will explain the simple steps needed to download and install your product.

If you are still confused, please review the simple Installation Guide prior to contacting Customer Service.

2. Where are my registration keys?
Immediately upon placing your order, we email you a copy of the download information (the same thing you see on the thank you page). This email is sent to the email address you placed in your order and should arrive with 3-5 minutes. The subject line will read "Product Name - Download Information". If you do not receive this email click here to get your keycodes immediately or email us and we will resend it. Please include your full name and correct email address.

3. How do I know my virus protection is working?
After downloading and installing your purchased program, you will have a "V" icon and "fist" icon located in your system tray (in the bottom of your screen next to your clock). Double click on these icons to be sure they are active. The Shield Antivirus is set to do weekly updates and a complete scan of your machine once a week.

4. I get an error loading driver for Hackersmacker.
You can repair the file by going to: Start-->Programs-->Hackersmacker-->Uninstall. Selecting this option will start the install process and will give you the choice to select Repair/Remove. Click next and choose repair. After installing the repair, restart your computer and launch the Hackersmacker program.

5. The Shield Antivirus (ViRobot) did not load.
First you need to uninstall any old version of antivirus software that is on your computer. Even if it is not active, it needs to be removed.

Generally you can go to Start-->All Program-->Norton or McAfee (or whatever antivirus software you have)-->Uninstall.

This does NOT always work completely.

You may have to go to your Control Panel Uninstall any antivirus you may have by going to: Control Panel-->Add/Remove programs--> Norton or McAfee (or whatever antivirus software you have).

Again, this does NOT always work completely as Norton and McAfee leave many remnants of their programs on your computer.

Go to: My Computer-->C Drive-->Program Files-->Norton/Mcafee and delete the file folder.

Tips on uninstall. You may need to go within those files and delete folder by folder. If a file can not be deleted (it says it is being used), then you need to rename it (right click on the name and type an "x" in it), drag it to your desktop, then continue deleting other files. After you have deleted all that you can, empty your recycle bin on your desktop and restart your machine. Drag the files that you renamed from your desktop to your recycle bin, empty the recycle bin and then restart.

Repeat process until you are able to complete remove all Norton, Mcafee folders (or any other antivirus software that you may have).

Warning - ONLY delete the antivirus programs. Do NOT delete any other folders. Once you have removed all remnants of Norton, McAfee or any other antivirus software you can then install The Shield Antivirus.

6. I can't determine if my download is complete.
After downloading the program to your desktop, double click the icon (TheShieldPro05Setup.exe for The Shield Pro) to start the installation. If the installation wizard does not appear or if nothing happens at all, right click the icon, click on properties, if the file size is less than 38mb, the download was not complete. Delete the file and try to download this again (the download link is in the email that you were sent).

7. I am unable to stay connected to download the program
A dial-up service can be very unstable and may cause you to lose connection. If you are unable to download the complete file, please email us at support@gravitysoft.net and request a CD. Include your name and email address and confirm your shipping address and we will ship you out a CD. Keep your email that was sent as you will still need the serial keys. Please note that the cost of shipping a CD is $4.95.

8. Since I installed The Shield Antivirus and Firewall, I can not get online
Obviously we realize that if you could not get online you would not be able to read this answer but, if you have disabled the firewall or are using someone else's machine, here is the answer.

You have installed a firewall. A firewall blocks ALL traffic in and out of your machine. You were probably receiving little popups that asked you to "Permit, Block or Inquire". Those are the permissions that you need to give programs to be used. After we have corrected this issue, please pay attention to those popups. If you Permit a program once, you will not be asked again about that program.

First, open The Shield Firewall (Hacker Smacker) and go to Control-->Applications and then right click on all the programs that are listed and click remove. Restart your machine and pay careful attention to the popups from The Shield Firewall.

9. I have invalid serial keys
We generally find that people who have invalid keys are typing the keys in. Any spacing or capitalization errors will cause you to have invalid keys. Use the email that we sent you and Copy and Paste the serial keys instead of typing. If you do not know how to copy and paste, look at answer #10.

10. How do I Copy and Paste?
Highlight the serial key by dragging your cursor across the complete key. Do not highlight anything but the serial key (no spaces after or before). Hold down the Control Key (CTRL on the bottom left of your keyboard) and type the letter "C". Take your cursor and place it where you had previously attempted to enter the key code and hold down the Control key again and type the letter "V". The serial key should now appear.