In this section you can find answers to the most frequently asked
questions.
If you did not find an answer to your question, contact us and our
specialists will reply as soon as possible.
- How do I install NANO Antivirus without Internet access?
- How can I update NANO Antivirus if it is installed on a computer without Internet access?
- When updating NANO Antivirus from a network folder I get an “Access Denied” error — how do I fix this?
- Does NANO Antivirus support update mirroring?
- When trying to obtain a license I get the error “No connection to the licensing server.” What should I do?
- I am sure a file is infected, but your antivirus reports that the file is not infected.
- I have another vendor’s antivirus installed on my computer. Will your antivirus work correctly alongside another antivirus?
- Are databases updated automatically or manually?
- How do I know that the virus database has been updated?
- How do I report a problem?
- Why is there no sound for events?
- During a quick scan your antivirus finds a malicious object in my %third-party antivirus name%. What should I do in this situation?
- Why doesn’t my copy of the antivirus run without installation?
- Why doesn’t the antivirus install/run in Safe Mode?
- How do I change the selected action for infected and suspicious files in the “System protection” section? Why are these actions reset to “Ask user” when NANO Antivirus is restarted?
- Does the NANO Antivirus product family include a firewall?
- Does the NANO Antivirus product family include proactive protection?
- Can NANO Antivirus be used in organizations?
- What is compatibility mode?
- How do I configure a firewall for correct NANO Antivirus operation?
- Can I install NANO Antivirus on a RAM disk?
- I disinfected an infected program with a third-party antivirus. Now your antivirus triggers on the cleaned program and reports that it is infected. What should I do?
- How do dynamic licenses work?
- Download and extract the installation package to any convenient folder.
- Run setup.exe.
- Follow the installer instructions.
Answer: Configure update mirroring. On one of the machines (preferably one with permanent Internet access and configured for automatic NANO Antivirus updates), enable the “Mirror updates to the specified folder” option in the update settings. As the mirroring directory, choose a network folder readable by all users (everyone), then on the other machines specify that network folder as the update source in the update settings. You can also simply copy the folder with the current contents to another computer that is not connected to the Internet and specify it as the update source. Then save the changes and run an update.
Answer: Change the permissions on the network folder with updates: allow read access to this folder for “everyone.” If that does not help and you still get an “Access Denied” error, do the following:
- Open the “Local Security Policy” snap-in.
- Go to “Local Policies\Security Options.”
- Edit the policy “Network access: Shares that can be accessed anonymously”: add your network folder with updates to the list (by the share name, for example “NanoAV”, without quotes).
- Change the permissions on the network folder with updates: allow read access for the user “ANONYMOUS LOGON.”
Answer: Yes, this feature is available in NANO Antivirus. The setup process is described in more detail in question #2.
Answer: Check that you have an Internet connection. If you do, make sure that firewalls (including the built-in Windows Firewall and firewalls included in various Internet Security suites) are not blocking network access for the processes nanosvc.exe and nanoav.exe . Try disabling the firewalls and retrying (how to disable Windows Firewall is described, for example, here ). Also, if you do not use a proxy server to connect to the Internet, make sure that in the antivirus settings on the “Network” tab the “Use proxy server” option is inactive. If you do use a proxy server, you must specify its parameters in the antivirus settings.
Answer: One of the most likely reasons is that a sample of this malware is missing from our database. You may have encountered a completely “fresh,” newly created malicious program. Your help would be very valuable for improving protection. We would appreciate it if you send us the infected file for analysis and addition to the database. To submit a file, use the feedback form .
Answer: We do not guarantee correct operation alongside other vendors’ antivirus products. You may install our antivirus at your own risk. In any case, if you plan to use our system protection feature, we recommend that you disable the protection feature in the third-party antivirus.
Answer: By default our antivirus updates every 4 hours. You can schedule updates for a time that is convenient for you. You can also update manually from the main window. In addition, NANO Antivirus supports creating custom update tasks.
Answer: The virus database has been updated if the update process completed without errors. You can view the virus database update date in your antivirus version on the “About” tab of the “Information” menu item.
Answer:
You can report a problem in one of the ways described below:
Method #1:
Please use the menu item: “Start->All Programs->NANO Antivirus
->Send logs to support” (don’t forget to add a brief description of the
problem and your e-mail for a reply).
Method #2:
Write to us at support@nanoav.ru.
Answer: By default sounds are disabled. You can enable them under “Settings->Appearance.” Sound alerts are not played when Game mode is active.
Answer: There are two reasons for this behavior. The first (unlikely) is that your third-party antivirus may actually be infected with malware. The second (most likely) is that the third-party antivirus stores its malware detection samples in clear form, and those are what our antivirus detects. To determine which situation applies, report the problem to us in a way that is convenient for you. In any case, to avoid this situation, do not run a third-party antivirus at the same time as ours.
Answer: At present there is no portable version of NANO Antivirus family products. We do not guarantee that the antivirus will work without proper installation.
Answer: In Safe Mode only the basic services and drivers required to start Windows are loaded. The drivers and services required for full antivirus operation cannot be started.
Answer: On the “System protection” tab, actions previously chosen by the user in pop-up messages and applied to all similar objects are recorded (accordingly, only actions provided in the pop-up messages are available). When the antivirus is restarted or system protection is turned off, actions chosen for all objects are reset. This is intentional, because the mere fact that system protection triggered is a non-standard situation that requires a deliberate decision from the user.
Answer: At present, NANO Antivirus family products include only a web traffic scanner.
Answer: NANO Antivirus family products include a powerful heuristic analysis engine, which is one of the elements of proactive protection.
Answer: No. NANO Antivirus may be used on home PCs only.
Answer: When programs that conflict with our antivirus run in parallel, system operability may be disrupted up to a complete system lockup. Therefore, for such situations we use compatibility mode — a special operating mode in which our antivirus can work without conflicts with third-party antiviruses or other conflicting software. In compatibility mode, those features of our antivirus that may conflict with other software installed on the system are disabled.
Answer: A firewall is a program designed to block network traffic, so for correct NANO Antivirus operation you need to follow your firewall’s instructions and add the following addresses to the exclusion list:
https://service.nano-av.comhttp://updates3.nanoav.ru
Note: if these recommendations did not help resolve an update or license acquisition problem with NANO Antivirus, you should also add the following IP addresses to the exclusion list:
62.109.6.10982.146.53.36
82.146.54.85
78.24.219.68
Answer: No, this installation method is not supported. We do not guarantee correct antivirus operation in this case.
Answer: Most likely, the infected program was not correctly cleaned by the third-party antivirus. We recommend reinstalling the program by downloading it from a trusted source.
Answer: You can learn more about how dynamic licenses work here.