Security

I’ve just subscribed to Videotron Security Services. What do I do now?

Once you’ve subscribed to Security Services, you can install the security suite on your computer.
Refer to the email that was sent to your Videotron email address. It contains a link you can click on to download and install Security Services so that your computer is fully protected. If you don’t have the installation email, you can download Security Services at any time.
 

You are already a subscriber and need to download Vidéotron Security Services again?

Download Vidéotron Security Services again
 

You get an error message when entering your account number

You must enter your account number without spaces or hyphens.
 

What is the minimum configuration required to subscribe to Videotron's Security Services?

Windows XP (32-bit version) or Windows Vista (32-bit and 64-bit versions)
Internet Explorer 6.0, 7.0 or 8.0
Please note that Windows 98SE, Windows Millennium and Windows 2000 are no longer supported.
We are sorry to inform you that Videotron Security Services are currently not available for the Mac platform. 
 

Activation of the Vidéotron Security Services fails or you need to enter a new account number

To correct his issue, your activation information should be deleted. To do so, please follow the instructions below:

From the Start Menu, launch the Vidéotron Diagnostic Utility Start > Vidéotron Security Services > Vidéotron Diagnostic Utility.
Click Next to start the tests.
If no issues are detected, click Perform Repairs.
Select Remove activation files and click OK.
Once the repair is complete, close the diagnostic utility and restart the Vidéotron Security Services. The software will then ask you to re-authenticate.
* This procedure restarts the activation process. Your account number will be requested during the activation process.
 

Cookies are blocked cookies and security settings in Internet Explorer prevent activation

Before reinstalling, please ensure that Internet Explorer accepts cookies:

Open Internet Explorer.
Click on Tools > Internet Options.
Click on the Privacy tab, then on the Advanced button.
Select "Override automatic cookie handling."
For first- and third-party cookies, select Accept.
Click OK on both screens to close Internet Options. 
 

Anti-Virus, Anti-Spyware or PC Optimizer fails to start with your Vidéotron Security Services

When one of the above mentioned services fails to start, please reinstall the service by following the instructions below:

From the Start Menu, launch the Vidéotron Diagnostic Utility Start > Vidéotron Security Services > Vidéotron Diagnostic Utility
Click Next to start the tests
If no issues are detected, click Perform Repairs
Select the appropriate option for the service to reinstall:
Reinstall anti-virus
Reinstall anti-spyware
Reinstall anti-spyware (real-time)
Reinstall system optimizer (defrag)
Click OK
Once the repair is complete, close the diagnostic utility and restart the Vidéotron Security Services.
* You must have the appropriate account privileges in order to reinstall the services..
 

Unable to delete infected files

The virus might be trying to attach itself to the system's restoration files. If so, it will reappear if you restore your computer to an earlier state. Unfortunately, damage to restoration points cannot be fixed but the error can be corrected.

Click on Start > Control Panel > System > System Restoration.
Select Deactivate System Restoration on all drives.
Click on OK and restart your computer (answer Yes to every message you receive).
After restarting: click on Start > Control Panel.
Double-click on System.
Click on System Restoration.
Remove the Deactivate Restoration selection from the system in all drives.
Click on OK and restart your computer (answer Yes to every message you receive).
Perform a new virus scan to ensure that all files are disinfected. 
 

A Vidéotron Security Services configuration file is corrupted due to a crash or improper closing of the application

If a Vidéotron Security Services configuration file is damaged or corrupted, the software may not function appropriately.

From the Start Menu, launch the Vidéotron Diagnostic Utility. Start > Vidéotron Security Services > Vidéotron Diagnostic Utility.
Click Next to start the tests.
If no issues are detected, click Reset all settings.
Click Yes in the confirmation window.
Once the repair is complete, close the diagnostic utility and restart the Vidéotron Security Services. 
 

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