Constant Guard™ Protection Suite Support

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Constant Guard Protection Suite provides the safest and easiest way for you to access your online accounts. Comcast recommends using Constant Guard Protection Suite because it provides protection from keystroke loggers, phishing websites and malicious software that attacks your browser - security that you don’t get from Internet Explorer, Firefox or Norton Identity Safe. To disable requests to store passwords from these products, follow the steps below:

• Norton Identity Safe
  Click ‘Don’t show me this again’ on the prompt that appears on the Norton toolbar
• 
  
  
• Internet Explorer
  On the screen that says “Do you want Internet Explorer to remember this password?”, check the box that says “Don’t offer to remember any more passwords”.
• 
  
  
• Firefox
  Under the Tools menu, select Options, then Security. Under the ‘Passwords’ section, uncheck the box ‘Remember passwords for sites’.
• 

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Some software will remember your user names and passwords, but only the Constant Guard Protection Suite offers the following important safety features:

1. Keystroke encryption: Whenever you type information online, the Constant Guard Protection Suite encrypts your keystrokes to hide them from password stealing malware.
2. Secure Browser: The Constant Guard Protection Suite opens a opens a secure connection (known as “Secure View” to financial websites and submits credentials automatically to protect you from a variety of network, key logging, screen scraping and Trojan-based attacks. SecureView also blocks malicious browser plug-ins that may compromise system security.
3. Anti-Phishing: The Constant Guard Protection Suite maintains a listing of thousands of Financial Institutions’ IP Addresses. When connecting you to these web sites, the Constant Guard Protection Suite verifies that you are connecting directly to the IP address. This prevents you from connecting to a hijacked web site.

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If you are using IE9, you need to make sure that the Constant Guard™ add-on for Internet Explorer is enabled. Once you are running the software, the easiest way to enable IE9 for Constant Guard™ is to open Internet Explorer and click on the ‘Tools’ icon in the upper right hand corner. Then select ‘Manage Add-ons’ from the drop-down menu as shown below.

You will be presented with a list of add-ons. Select the add-on named Constant Guard™ Protection Suite.

An ‘Enable’ button will appear in the lower right corner of the window. Click ‘Enable’ then ‘Close’.

Log into one of your online accounts using Internet Explorer, to see if this corrects the problem. If you are still experience difficulty, create a Support Request using the link at the bottom of this page.

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The Online Account Protection service of Constant Guard™ Protection Suite protects your online identity from phishing, pharming, bank Trojans and keystroke logging software, among other online threats. You must add your online accounts to Constant Guard™ Protection Suite to protect them.

Almost any Web site that requires a password can be added to Constant Guard™ Protection Suite. Just follow these steps:

• •  Using Internet Explorer, Firefox, or Google Chrome, browse to the Web site where you have an account
• •  Browse to the login page and log in to your account
• •  Your Protection Suite will ask your permission to add the account either when you land on the
     page or after you submit your user name and password, depending on whether the account is
     classified as Financial or Other. Constant Guard™ Protection Suite provides additional security
     for Financial accounts, including opening your accounts in the Secure View browser instead of
     your regular browser
• •  Confirm that you are logged in correctly then click 'Yes' or 'Add Now' to securely add this account
     to your Constant Guard™ Protection Suite

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You can store an unlimited number of accounts and credit cards, including your Comcast account with your Constant Guard™ Protection Suite.

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Yes. Your Constant Guard™ Protection Suite will automatically assign a numeric suffix so that a second account added for the same Website is added as 'Bank of America 2' or 'Google 2'. You can always change the name of a saved account by right clicking on the account name in the list and selecting 'Rename' from the menu.

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There are many financial sites where usernames and passwords are entered on separate pages, and additional security questions or steps are required. Bank of America, ING Direct, Bank of the West and Vanguard Financial are examples of such Web sites.

These sites make use of "cookies" for security purposes. For your Constant Guard™ Protection Suite to work properly with these financial sites, it is necessary to store these cookies in your browser. (A "cookie" is information that a Web site puts on your computer so that it can remember something about you at a later date) Some financial sites use cookies to verify your identity. If your computer is not storing cookies for your financial institution(s) correctly, storing the log-on information in your Constant Guard™ Protection Suite could fail.

To check whether cookies are being stored for an online financial account:

Sign in to the site manually, using your default browser - not with the Constant Guard™ Protection Suite. If you are asked a security question such as your mother's maiden name or the name of your first pet, then cookies are not being stored properly on your computer for this account.

To modify your browser settings so that cookies are properly stored for our financial institution:

• •  Open your browser and select Tools then Internet Options.
• •  Under the Privacy tab, click on the "Sites" button.
• •  In "Per Site Privacy Actions" window, look for the name of your financial institution's Web site URL
     in the "Managed websites" list. If it is not there, your computer is not set to save cookies
     for this site.
• •  Add the Web address, or URL, for your financial institution into the "Address of website:" field.
     Click "Allow."
• •  Click "OK" to close the "Internet Options" window.
• •  Close your browser to ensure the changes will take effect. Cookies for this Web site will be stored
     regardless of your other Internet security settings.

Once you have verified that the cookie settings are correct, log into your account once manually, without using Constant Guard™ Protection Suite, to ensure that the site cookies will be stored on your computer. When logging in manually, pay attention to the page with the security question, as this page may prompt you to identify your computer as Private (one that you use regularly) or Public (one that you will not use regularly). Select "Private," so that the Web site knows to place the cookie on your computer.

Once you have successfully signed in to the web site, sign out of the web site. Create the account again using Constant Guard™ Protection Suite.

If you are still unable to sign in to your financial account after setting cookies for your financial institution, check to see whether your login information is completed automatically, or "auto-filled" from previous visits. If there is a check box on the site to save login information automatically, make sure that it is unchecked. For example, Bank of America has the "Save this Online ID" check box that must be unchecked when logging in manually so that cookies are saved correctly. If nothing else works, delete the cookies stored for your sites:

To delete cookies,

• •  Open the Internet Options Control Panel.
• •  Click the "General," tab - Browsing History - Delete.
• •  Click on "Delete cookies..."
• •  After the cookies have been delete, Click on Close.
• •  Click on "Apply," then "OK" to close out the Internet Options window.
• •  Close the browser window for the changes to take effect. Log into the site again, using your
     browser and without using the Constant Guard™ Protection Suite. Log out. Log into the
     site again, and when prompted by your Constant Guard™ Protection Suite to add the site,
     choose, "Yes."

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To edit a Financial account, right click on the account name in the list and select edit. The Secure View browser will open and you will be prompted to log in to your account again with your new user name and password. Your Constant Guard™ Protection Suite will automatically update your account with new information.

For Other accounts, right click on the account name in the list and select delete. Browse to the login page of the Web site and log into your account again. Your Constant Guard™ Protection Suite will prompt you to save the account and it will reappear in your account list with the updated username and password.

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To Uninstall your Constant Guard™ Protection Suite software follow these steps:

• •  Click on "Start," (Windows XP) or the Windows flag (Windows Vista/7) in the lower, left corner
     of the computer screen;
• •  Click on Control Panel;
• •  Click "Add or Remove Software," (XP), or "Programs and Features," (Vista/Windows 7);
• •  In the Programs list, find the Constant Guard™ Protection Suite software, highlight it, and
     click to Uninstall.
• •  If you plan to re-install your Constant Guard™ Protection Suite, select 'Yes' when you see the
     screen that says "Save secure password file?" If you don't plan to re-install your
     Constant Guard™ Protection Suite, click 'No'.
• •  An optional "Uninstall Survey" will open.
• •  Restart your computer - shutting down and restarting the computer finishes the removal process.
• •  To reinstall, browse to www.comcast.net and click on the Security link at the top of the page.
     Click on the Constant Guard™ Protection Suite link section of the page and following the
     promts to access the download link.
• 
  If you are having problems removing your software, click on the chat link at the bottom of the page to chat with a support technician.

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Banks, and other Web sites periodically change their sign-on web pages-to offer a promotion, during mergers, or to change their log-on procedures. Usually, these changes don't affect the log-on by your Protection Suite, but if the change affects a link, or a field associated with the stored Constant Guard™ Protection Suite account, the account may not open using the Constant Guard™ Protection Suite. If this occurs, delete the account stored in the Constant Guard™ Protection Suite, by right clicking on the account and selecting 'Delete'. Once the account has been removed from the Constant Guard™ Protection Suite list of accounts, add it again by logging into the account and allowing Constant Guard™ Protection Suite to add it your list of accounts.

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If you receive a "Communication Error" message, the likely cause is that your Constant Guard™ Protection Suite cannot find an internet connection, your computer has lost the internet connection, or your Constant Guard™ Protection Suite application may have been launched before the host computer had connected to the internet. Test by checking to see if you can successfully launch your web browser. If you are unsure of your connection, click the link on the right side of the page to download the Diagnostic Tool.

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If you have logged into your Constant Guard™ Protection Suite and then log into the same computer as another user, your Constant Guard™ Protection Suite cannot be accessed until the original log-in has been cancelled. The easiest way to fix this situation is to log the other user off the computer.

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After you have installed Constant Guard™ Protection Suite, you can find your license code by clicking on the help icon and selecting Subscription info.

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If you have problems accessing a financial site, or receiving update information, your Protection Suite services is probably being blocked by a firewall or anti-virus application. In order to remedy this, the three Constant Guard™ Protection Suite executables (.exe files) need to be listed as 'safe' in whichever security application you use. Those three executables are:

• •  IDVault.exe
• •  IDVaultUpdate.exe
• •  GIDD.exe

In all cases it is best to check with the application manufacturer, read the manual or search the on-line help to see how to add Constant Guard™ Protection Suite, or any other application to the list of safe software and/or sites.

If you are unable to resolve your issue, submit a support request and we will help you resolve your issue. Submit a support request by clicking on the button at the bottom of this page.

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Your Constant Guard™ Protection Suite software is integrated with your web browser. If you change your default browser, including updating it, your Protection Suite software may no longer function correctly. In these instances, your Protection Suite software needs to be removed, and reinstalled after the browser installation or update.

• •  Create a backup of your Constant Guard™ Protection Suite by clicking on the Options tab and
     selecting 'Backup'.
• •  Remove the existing Constant Guard™ Protection Suite software from your computer using the
     Add/Remove Programs and Features on your control panel.
• •  Select 'Yes' when you see the screen that says "Save secure password file?"
• •  Browse to www.comcast.net and click on the Security link at the top of the page.Click on the
     Constant Guard™ Protection Suite link section of the page.

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Once you cancel your Comcast subscription, you will have 30 days to transfer the information from your Constant Guard™ Protection Suite. After 30 days, you will no longer be able to access your accounts and other security software from your Constant Guard™ Protection Suite.

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We recommend that you regularly backup your Constant Guard™ Protection Suite so that if anything happens to your computer, you can re-install Constant Guard™ Protection Suite on a new computer and restore all your personal information in one step. To create a backup follow these steps:

• •  Click on the Options tab on your dashboard
• •  Click on the Backup icon
• •  Select a location to save the backup file. A removable storage device, such as a flash drive,
     is perfect. The backup file will be PIN protected so make sure to remember the PIN you are
     using at the time you create the backup.

To restore your Constant Guard™ Protection Suite follow these steps:

• •  To download the Constant Guard™ Protection Suite software, browse to www.comcast.net
     and click on the Security link at the top of the page.
• •  Click on the Constant Guard™ Protection Suite link to download the software.
• •  Click on the Options tab on your dashboard
• •  Click on the Restore icon
• •  Enter the PIN you used to create the backup and your information will be restored into your
     Constant Guard™ Protection Suite on this computer

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• •  Click on the Options tab on your dashboard
• •  Click on the link that says 'Change Master PIN'
• •  Enter your current Constant Guard™ Protection Suite PIN;
• •  In the pop-up window, enter your new PIN and re-type to confirm
• •  Click 'OK' to accept the change.

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If you incorrectly type your PIN number four consecutive times, you will be locked out of your Protection Suite. If you do not have your PIN, there is no way to unlock your Protection Suite software and access your personal information.

No third party has a record of your PIN, or any way to unlock your Suite once it has been locked. Although you may be locked out of your Constant Guard™ Protection Suite, so is everyone else. Your information cannot be accessed by anyone without the correct PIN.

After a final failed attempt to enter the PIN number, you will be brought to the Master PIN Entry page where you can create a new PIN. Your Protection Suite will remain intact, however, you cannot access any of the accounts which were attached to your old log-on/PIN. You will need to start over and go through the process of adding all of your online accounts again.

A.

Constant Guard Protection Suite provides the safest and easiest way for you to access your online accounts. Comcast recommends using Constant Guard Protection Suite because it provides protection from keystroke loggers, phishing websites and malicious software that attacks your browser - security that you don’t get from Internet Explorer, Firefox or Norton Identity Safe. To disable requests to store passwords from these products, follow the steps below:

• Norton Identity Safe
  Click ‘Don’t show me this again’ on the prompt that appears on the Norton toolbar
• 
  
  
• Internet Explorer
  On the screen that says “Do you want Internet Explorer to remember this password?”, check the box that says “Don’t offer to remember any more passwords”.
• 
  
  
• Firefox
  Under the Tools menu, select Options, then Security. Under the ‘Passwords’ section, uncheck the box ‘Remember passwords for sites’.
• 

A.

Some software will remember your user names and passwords, but only the Constant Guard Protection Suite offers the following important safety features:

1. Keystroke encryption: Whenever you type information online, the Constant Guard Protection Suite encrypts your keystrokes to hide them from password stealing malware.
2. Secure Browser: The Constant Guard Protection Suite opens a opens a secure connection (known as “Secure View” to financial websites and submits credentials automatically to protect you from a variety of network, key logging, screen scraping and Trojan-based attacks. SecureView also blocks malicious browser plug-ins that may compromise system security.
3. Anti-Phishing: The Constant Guard Protection Suite maintains a listing of thousands of Financial Institutions’ IP Addresses. When connecting you to these web sites, the Constant Guard Protection Suite verifies that you are connecting directly to the IP address. This prevents you from connecting to a hijacked web site.

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Constant Guard™ Protection Suite (CGPS) is a desktop application that protects your online account passwords, provides one-click secure login to online accounts and creates a single access point for other Comcast security services including Norton Security Suite, Secure Backup & Share and Identity Guard.

Online Account Protection provides secure storage and convenient single click access to your online accounts plus protection from phishing, pharming, spyware, keystroke loggers and other online fraud schemes designed to steal your personal information. Secure credit card storage and auto-fill feature protects your sensitive information when you shop online.

Single click access to other Comcast Security services including identity Guard, Norton Security Suite and Secure Backup and Share is provided on the right hand side of the dashboard. Get more information, download and enroll directly from your desktop dashboard.

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Your Protection Suite uses two-factor authentication to protect your information with a PIN that you choose. Without your PIN, no one can access your account information because your PIN is required to get the key that unlocks your encrypted account information. Further, your information is only accessible from your PC - it is not stored remotely on external servers. Since your Protection Suite automatically signs you in to your online accounts without you having to type anything, your information is always safe from keystroke-logging malware designed to capture your sign-in credentials.

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Your Protection Suite includes anti-key logging protection so you can be confident that any information you type into your Protection Suite and its Secure View browser, Internet Explorer or Firefox is safe from prying eyes. Your Protection Suite automatically signs you in to your online accounts, keeping you from typing in - and, therefore, potentially revealing - your usernames and passwords. What's more, your Protection Suite's Secure View blocks malicious plug-ins and other browser-based threats that you may have unknowingly downloaded to your PC.

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"Phishing" is used by identity thieves to capture your personal information - account numbers, usernames, passwords, etc. - by getting you to click on a link in an official-looking email that actually takes you to a malicious imposter Web site. You can feel secure knowing that the Online Account Protection services in your Protection Suite will put up a warning if you try and enter your financial account password into an unrecognized site. Your Protection Suite is constantly monitoring, verifying and validating the IP addresses and sign-in procedures for more than 8,000 financial sites. That means you'll always be signing into a legitimate Web site, not a fake one.

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For help installing the Constant Guard™ Protection Suite software, click on the chat link on the bottom of the page to chat with a technician.

• •  Windows XP (SP 2 or later), Vista or Windows 7
• •  Internet Explorer version 7 or higher, Firefox 8.0 or higher, Google Chrome 11.0 or higher
• •  600 MHz processor (minimum)
• •  512 MB RAM (minimum)
• •  40 MB free disk space (minimum)

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From your Protection Suite, click the help icon, then select "Check for Updates" from the menu. The software will check to see if you are up-to-date. If a more recent version of the Protection Suite software is available, it will be installed automatically.

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We recommend that you regularly backup your Protection Suite so that if anything happens to your computer, you can re-install Constant Guard™ Protection Suite on a new computer and restore all your personal information in one step.

To create a backup follow these steps:

• •  Click on the Options tab on your dashboard
• •  Click on the Backup icon
• •  Select a location to save the backup file. A removable storage device, such as a flash drive, is perfect. The backup file will be PIN protected so make sure to remember the PIN you are using at the time you create the backup.

To restore your Protection Suite follow these steps:

• •  Download and install Protection Suite on a new or re-imaged computer
• •  You can access the download link at any time from the Comcast Security home page
• •  Click on the Options tab on your dashboard
• •  Click on the Restore icon and locate the saved file on your flash drive or computer
• •  Enter your PIN and your information will be restored into your Protection Suite on this   computer

Since you can install your Protection Suite for up to 8 users per Comcast account, you may use this process to transfer stored information when you download to a new PC.

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If you get a new computer or have to re-image your existing computer, you'll need to re-install Constant Guard™ Protection Suite. If you have access to your old computer or have Constant Guard™ Protection Suite installed on another machine, we recommend that you create a back-up of your Protection Suite to a removable storage device as described in the FAQ 'Can I back up the information in my Protection Suite?'

You can download and install Constant Guard™ Protection Suite for up to 8 users per Comcast account. To download additional copies of the software, browse to www.comcast.net and click on the Security link at the top of the page. Click on the Constant Guard™ Protection Suite to find the link to download Constant Guard™ Protection Suite.

The software is compatible with PC Windows Operating systems (not Mac compatible).

Once the software is installed, plug in the removable storage device that you backed up to. In your Protection Suite, click on the Options tab on the left side of your dashboard, then click on the Restore icon and select the backup file. Enter the Master PIN that you set on your old computer and your accounts will automatically be added to your online accounts list.

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If you incorrectly type your PIN number four consecutive times, you will be locked out of your Protection Suite. If you do not have your PIN, there is no way to unlock the Protection Suite software and access your personal information.

Comcast does not have a record of your PIN, or any way to unlock your subscription once it has been locked. Although you are locked out of your Protection Suite, so is everyone else. Your information cannot be accessed without the PIN.

After a final failed attempt to enter the PIN number, you will be brought to the Master PIN Entry page where you can create a new PIN. Your Protection Suite will remain intact, however, you cannot access any of the accounts which were attached to your old PIN. You will need to re-add any accounts which were tied to the previous PIN.

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Yes. You can install CGPS on up to 8 computers, or have up to 8 users on a single computer with their own version so long as they have different accounts on the computer. However, only one user can access the Protection Suite at a time. To activate Constant Guard™ Protection Suite for a second user on the same computer, simply click on the Constant Guard™ Protection Suite icon in the system tray and a screen will appear asking you to create a PIN.

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Browse to www.comcast.net and click on the Security link at the top of the page. Click on the link in the Constant Guard Protection Suite section of the page and enter your Comcast username and password to access the download link.