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Online Account Protection

How does Constant Guard Protection Suite protect my personal information?

A.

Constant Guard Protection Suite uses two-factor authentication to protect your information. You create a Master PIN, without which no one can access your account information, and the PIN is required to decode the encrypted, stored information. Further, your information is only accessible from your PC. The PIN and encrypted account information are stored on your PC, and not on remote servers. Your Constant Guard Protection Suite automatically signs in to your online accounts when you enter your PIN, so your information is always safe from keystroke-logging malware designed to capture your sign-in credentials.

What is “Phishing,” and how does Constant Guard Protection Suite protect me from it?

A.

"Phishing" is the term for the act of identity thieves attempting to capture private information by using emails and cleverly falsified web sites to entice persons to enter personal information. The thieves then capture and use that information to their advantage. A typical “phishing” scam would be an e-mail from a large bank stating, “We have charged your account $72.00 for the items you ordered. Click this link to verify your purchase,” and upon clicking the link, a very real looking website opens, and you are prompted to enter a card number, account number, SSN, etc. – some unique identifier for you, in order to see the “order.” In fact, by entering the information, you are providing your account credentials to the felons. If you are using Constant Guard Protection Suite and have stored your account information, before Constant Guard Protection Suite allows your account to open, it will check the internet address of the banking link. If it doesn’t match the address(es) we have on record for the bank, you will see a warning telling you that we do not recognize this as a legitimate website for that bank, and will not open the account.

Your Constant Guard 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.

Why should I use Constant Guard Protection Suite when I already have other software that stores my passwords?

A.

Unlike other password managers, the Constant Guard Protection Suite secure account feature opens financial accounts in the Secure ViewTM proprietary secure browser and NOT in a general, public browser (IE, Firefox, Chrome). By using a private browser, our servers can check the financial site address to ensure that it is not a fraudulent site. We validate the internet IP addresses, and do this for over 8k financial institutions in the United States. In conjunction with the PIN authentication, this delivers a two factor authentication process to protect our customers. For non-financial sites, the customer still benefits from the ease of using the single PIN entry for one-click access to their stored accounts. Although security applications, such as Norton Security Suite may provide a password manager application, they do not provide the protection of the secure browser, the anti-logging protection, or the DNS lock functionality. For more information on these features, see the relevant entries in these Frequently Asked Questions.

I can’t open my financial accounts or receive software updates.

A.

If you have problems accessing a financial site, or receiving update information, your Constant Guard Protection Suite services are probably being blocked by a firewall or anti-virus application. In order to remedy this –

•  Follow the instructions for the Communications or Connections errors in the General or Installation questions. Often, just ensuring the system clock is set correctly will resolve these issues. If not –

It is probable that our services are being blocked by a firewall or piece of security software on your computer. If our PIN service cannot communicate with your computer, your secure accounts will not open, and if our Update service cannot communicate, you will not receive Updates to the database or other services.
•  Disable your firewall services to see if that resolves the issue;
•  Contact the website for your firewall/security software and make sure you have the latest updates and virus definitions;
•  Ensure that the IDVault executable files are listed, or “approved” in the firewall preferences. Those executables are:
•  IDVault.exe
•  Idvaultupdate.exe
•  Idvaultsetup.exe (only present during installation and activation)

In all cases it is best to check with the application manufacturer, and to 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.

Can I access my online accounts if I cancel my Constant Guard Protection Suite subscription?

A.

No. There will be a “lag” time between the cancellation and the date the subscription is actually deactivated, so if you wish to note your account log ins, do so prior to cancellation. This information is irretrievable and is stored only on the customer computer. When the subscription is deactivated, the file is deleted.

How do I backup and restore the information in my Constant Guard Protection Suite?

A.

The stored account information should be backed up on a regular basis. Although a backup of the stored accounts, connected to the Master PIN is created each time the customer logs out of Constant Guard Protection Suite, if anything happens to lock or damage the Microsoft Security Certificate, that information is lost and cannot be recovered. However, if the customer takes the few seconds to create the secure backup, all they need is to enter their PIN to restore the secure backup of their account information:

From the Constant Guard Protection Suite window:
•  Click on the Options tab;
•  Click on the Backup icon
•  Select a location to save the backup file – usually the Desktop, but a removable storage device, such as a flash drive, is perfect. Once created, the backup file can even be e-mailed to the individual. The backup file will be PIN protected so make sure to remember the PIN you are using at the time you create the backup. Once a location is determined, click to “Save,” and the “backup.idv” file will be created. It cannot be opened. It can only be imported into Constant Guard Protection Suite and the PIN used when the file was created must be entered in order to Restore the contents to the Constant Guard Protection Suite.

To restore the accounts:
•  Click on the Options tab;
•  Click on the Restore icon;
•  Browse to the location at which you saved the “backup.idv” file;
•  Double click on the file name, or highlight it, and click “Okay,”
•  Enter the PIN you used to create the backup.
The contents will be restored to the Constant Guard Protection Suite accounts list.

How do I change my Master PIN?

A.

•  Click on the Options tab;
•  Click to “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.

I forgot my Master PIN. How do I get into my stored accounts?

A.

You can’t. Everything associated with your stored accounts and personal information, including the PIN, is encrypted and stored on the computer. None of your personal information is stored by us. If you incorrectly type your PIN number four consecutive times, you will be locked out of your Constant Guard Protection Suite. If you do not have your PIN, there is no way to unlock your Constant Guard 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 Constant Guard Protection Suite will remain intact. However, you cannot access any of the accounts which were attached to your old log-on/PIN. If a PIN lockout occurs, the stored accounts file is automatically deleted along with the backup copy.

How does Constant Guard Protection Suite protect me from Spyware and keystroke loggers?

A.

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 unknowingly download to your PC.

I see a message that one of my programs has been blocked by the “AntiLogger.” What is this, and how do I unblock the program?

A.

The “AntiLogger,” is actually a separate application which is installed with Constant Guard Protection Suite, and which is configured through the Options tab of the Constant Guard Protection Suite. Unlike most anti-key-logger security applications which encrypt the customer’s keystrokes, the AntiLogger application included with Constant Guard Protection Suite will actually block a suspect application – meaning an application which is known to be used to capture the customer’s keystroke information, or an application which appears to be suspicious.
An application which is “blocked” is actually put into a “quarantine” location where the customer can then “unblock” it, or can leave it as quarantined. To view the quarantined programs and/or unblock a program, simply click on the “Options” tab of the Constant Guard Protection Suite, and click on “Manage My Blocked Program Rules.” There, the customer can unblock a program, leave it quarantined, or delete it completely.”

What are the “Protection Services,” in “Configure My Protection Services”?

A.

As mentioned in the FAQ regarding “AntiLogger,” the Constant Guard Protection Suite doesn’t use an “anti-key-logger,” application. Instead, it uses an application which looks for known identity theft programs which are used to capture not just customer keystrokes, but to capture screen images, take over onboard camera functions, and steal information which has been copied to the computer clipboard. The AntiLogger application will block the suspect program until the customer can look at the program and un-block, or delete it. Any of these functions can be disabled or enabled by the customer by simply checking or unchecking the option box for each anti-logging function. The customer must enter their Master PIN in order to access these features. If the customer does not wish to use the AntiLogger functions at all, perhaps due to a conflict with an existing anti-key-logging application, or game controller, the AntiLogger application can be deleted completely through the Programs and Features Control Panel. In the Programs list, simply find the “AntiLogger SDK” program. Click on the name to highlight it, click to Uninstall it, and then restart the computer to finish the uninstall. Once removed the only way the AntiLogger application can be reinstalled is to reinstall the Constant Guard Protection Suite software.

What is the “Mobile Sync” option, and how does it work?

A.

The “Mobile Sync” feature of the Options section of the Constant Guard Protection Suite allows customers using a compatible iOS (iPhone, iPod, or Tablet), or compatible Android device to “synchronize” their stored accounts between the devices thereby removing the need for the customer to recreate their accounts on multiple devices. To transfer accounts from the desktop version to a mobile device, simply make sure that both devices are on, and functioning, and that both devices are using the same network. After selecting the devices to be synchronized, just select “Start” from one of the devices. The synchronization feature does not overwrite existing accounts or append the list. The synchronization feature “mirrors” the account list to ensure that the lists are identical on both devices.
NOTE: After the account lists have been mirrored, a dialogue box will appear noting, “Transfer Complete,” or similar. Once this message is displayed, the data has been successfully copied to the devices. The synchronization does NOT include the ability to send one, or a partial sub-set of the accounts between the devices. Only the entire list can be synchronized.

General Questions

What is Constant Guard Protection Suite™ (CGPS)?

A.

Constant Guard Protection SuiteTM 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 xfinity products and services.

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 Constant Guard products and partner services is provided on the right hand side of the dashboard. Get more information, download and enroll directly from your desktop dashboard.

How do I get Norton? Is Constant Guard Protection Suite the same thing?

A.

Once you have installed and activated the Constant Guard Protection Suite (CGPS), you will see a link from the CGPS main page (called the “dashboard”), to install Norton Security Suite. This is actually a link to the Norton download site, available only to Comcast xfinity high-speed internet customers. In order to download and install Norton Security Suite, you must have installed CGPS, OR you can go to the Norton Security Suite download location, enter your Comcast credentials there, and download. Since the software is only available to xfinity high-speed internet subscribers, you will need to provide your Comcast log-on credentials in order to download the software. Your log-on credentials are synchronized with your Comcast billing and package features, and if you subscribe to the high-speed internet service, you will be eligible to download and activate CGPS and/or Norton Security Suite. You can go directly to the Norton download location from the CGPS support site at http://cgps.idvault.com/support, or from the Comcast page at http://constantguard.comcast.net/norton?cid=NET_33_601. If you already have an anti-virus or security application installed, you should remove it before installing the Norton Security Suite – EVEN if you already have another Norton product installed. The installed anti-virus or security software could block the installation of the Constant Guard Protection Suite, or Norton Security Suite, so after removing the existing security software, immediately install CGPS and install Norton OR use the above link to install and activate Norton only.

Is it the same thing? No. Norton Security Suite is an excellent anti-virus and firewall security application, but CGPS protects the customer from applications which may capture keystrokes or steal clipboard information; includes the DNS lock to ensure the customer is using the Comcast servers; and provides the Secure ViewTM browser to safeguard online banking transactions. Although Norton DOES include a password manager, it does NOT include the CGPS Secure ViewTM secure, proprietary browser which protects the customer from presenting their credentials to fraudulent websites.

How do I update the software?

A.

The Constant Guard Protection Suite software checks for updates each time the computer is started, and the software “phones home,” every twelve hours to check for updates. You can manually check for updates by clicking on the ? icon, and then click to “Check For Updates.” The Constant Guard Protection Suite “Trusted Network,” list of financial institutions for which we watch the Server IP Addresses is updated at least weekly, and the Constant Guard Protection Suite program is updated at least once each quarter. Browser compatibility updates are released whenever one of the supported browsers (Internet Explorer, Firefox and Chrome) are updated by the manufacturer.

What are the operating systems, web browsers, and computer hardware requirements for Constant Guard Protection Suite™??

A.

Operating system `

  • •  Windows 8.0 or 8.1 (32 or 64-bit version)
  • •  Windows 7 (Starter, 32 or 64-bit version) with Service Pack 1
  • •  Windows Vista (32 or 64-bit version) with Service Pack 1 or 2
  • •  Windows XP (32-bit only) with each Service Pack Update (3)
  • •  Macintosh OS is incompatible and unsupported
  • •  Windows OS or emulations on a Macintosh are unsupported

Microsoft .net Framework 4.0

Microsoft .net framework version 4.0 must be installed on the computer in order to install or use the Constant Guard Protection Suite software.
If the customer does not have Microsoft .net 4.0, the set up process will attempt to download and install it. This may take as long as one-half hour depending on the computer speed, health of the hard drive, and internet connection. If the .net Framework 4.0 cannot be downloaded and installed, the installation will stop, reverting to the prior state of the computer – leaving it “untouched,” or as it was prior to the installation attempt. However, the customer will not be able to install or use the Constant Guard Protection Suite software until they have successfully installed Microsoft .net Framework 4.0.
Microsoft has posted several useful links for customers to repair and existing .net installation prior to using the second link to install .net 4.0 after the repair. The third link is to common Microsoft fix-it locations.




Web Browser


`
  • •  Internet Explorer v.7 or later
  • •  Firefox v.11 or later
  • •  Google Chrome v.18 or later

Note: The above browser versions are relevant IF the customer wishes to use one of these browsers as the default browser. Any Windows-compatible browser can be used, but only a compatible default browser will allow the Constant Guard Protection Suite software to operate fully – meaning for the prompting to work, and for “Other” accounts to open.


PC Hardware


`
  • •  512MB RAM minimum; 1+ gig RAM recommended
  • •  600 MHz or faster processor
  • •  40 MB available storage memory

How do I uninstall my Constant Guard Protection Suite™ software?

A.

To Uninstall Constant Guard Protection Suite: `

  • •  Click on "Start," or the Windows flag in the lower, left corner of the computer screen
  • •  Click on Control Panel;
  • •  Click on Administrative Tools;
  • •  Click on Services;
  • •  Find Constant Guard Protection Suite in the list of services – click to highlight it, and click to STOP the service.
    After the service has stopped, return to the Control Panel -
  • •  Click on “Programs and Features,” (Add or Remove software in XP)
  • •  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 prompted to "Save secure password file?" If you don't plan to re-install your Constant Guard Protection Suite, click 'No'. This will remove Constant Guard Protection Suite PIN, and will delete any stored passwords.
  • •  Complete the Uninstall survey, and
  • •  Restart the computer.

Error Messages

A.

  • •  I’m getting an Unexpected Error.
  • •  I’m getting a Clock Error.
  • •  I’m getting a DLL (download link) Error.
  • •  I’m getting a “General” Error.
  • •  I’m getting an error when I try to activate my Master PIN.
  • •  How do I resolve a Communications Error?
  • •  I see a Connections Error, and a message that I must be connected to the internet. I AM connected to the internet.

These errors can occur for a variety of reasons, but usually occur if the Constant Guard Protection Suite connection is poor, non-existent, OR if the communication to and from our servers is blocked. For this reason, it’s possible that the customer can connect to the internet to check their mail, or browse the web, but gets a message that they must be connected to the internet, when trying to access Constant Guard Protection Suite, or gets an error when trying to download/install, OR when trying to activate the software when they are creating their Master PIN. This is usually because the communication to and from the computer to our servers is blocked, OR the system clock is incorrect for the computer. The first thing to do is to check the date/time/time zone of the system clock:

  • •  Right click on the clock in the lower right-hand corner, and even if the date and time look correct, set them to the correct day, date, and time for the current location of the computer – this means correct time zone and daylight savings time setting;
  • •  Next, click on “Internet Time” in the system clock and select a “standard” clock to synchronize the clock to. This is because your computer clock must be in synchronization with the Microsoft server clocks for the Microsoft Security Certificate to open.
  • •  See if this resolves the situation. If not, then there is very likely a firewall or piece of security software blocking the connection or communication. You would need to disable the firewall to see if that is the issue, and contact the firewall or security software site to ensure that the virus definitions for the computer are up-to-date.
  • •  You can click this link to download/run our Diagnostics Tool. It will run six simple tests on your computer and will return the results in a bar chart. If all bars are green, there is no problem. If any bar is red, there is a connections/communications issue, and you would need to find and resolve the issue before you can use the Constant Guard Protection Suite software.
    http://idvaultbucket.whiteskyservices.com/IDVaultServicesDiagnosticsTool.zip

Service is Unavailable or Stopped Working – the connection to the Constant Guard Protection Suite service has stopped or the quality of the connection is poor.

  • •  Can you connect to the internet at all? If not, then the issue is with your internet service or your internet hardware (modem or router).
  • •  Are you using a wireless connection? If yes, then the issue may be with the connection. Try using an Ethernet cable and attach the computer directly to the Comcast modem/router. If this resolves the issue, then the problem is with the wireless connection or port of the computer or the wireless signal itself.
  • •  If you have internet connectivity, and only the CGPS has stopped, or is unavailable, wait for an hour and then try again. In the rate instance of a service outage, by the time the customer sees a message indicative of a service issue, the issue is already being addressed by Comcast personnel. So, the easiest solution may be to just try again. If the problem still occurs, contact the Constant Guard Protection Suite support group to report the issue, or get status if there is a service interruption. You can contact Constant Guard Protection Suite support by clicking this link, http://cgps.idvault.com/support and from there can click to Chat with a support representative, or can create a Support Request. To speak with an agent, call 1-800-COMCAST, and after reaching an agent, let the agent know that you have a specific issue with Constant Guard Protection Suite, and ask to be transferred to a Constant Guard Protection Suite agent.

I can’t open the software. I think I’m being blocked.

A.

  • •  If you have already installed the software, but can’t activate it, use your Programs/Features control panel to Uninstall it;
  • •  Restart the computer;
  • •  Go to the download location for the software, and click to Download;
  • •  When prompted to Save or Run the software, click to “SAVE,” and if prompted for a location, choose the Desktop or Downloads file – some place which will be easy to find. Some browsers, such as Firefox, will not allow you to “Run” the installation from the installer, and will automatically SAVE the installation to the Downloads folder;

During the download, watch for any prompts from the anti-virus or security software and make sure to “Allow,” or “Okay,” any prompts asking for approval of the download;
After the download, click to INSTALL or use the Set-Up to install the software;
During the installation, watch for any prompts from the anti-virus or security software and make sure to “Allow,” or “okay,” any prompts asking for approval of the download;
See if this resolves the firewall block. If not –

  • •  Disable your firewall services to see if that resolves the issue;
  • •  Contact the website for your firewall/security software and make sure you have the latest updates and virus definitions;
  • •  Ensure that the IDVault executable files are listed, or “approved” in the firewall preferences. Those executables are:
    • •  IDVault.exe
    • •  Idvaultupdate.exe
    • •  Idvaultsetup.exe (only present during installation and activation)

I just changed my browser and now see something about enabling the software or the browser. What is this?

A.

If you have updated your browser you must make sure that the Constant Guard Protection Suite software has been updated also IF an update is available. Normally, if Constant Guard Protection Suite is installed and you update your version of Internet Explorer, Firefox or Chrome, as soon as you try to access Constant Guard Protection Suite, you will see an error that the software needs to be updated. Just follow the instructions to Enable the new browser plug-in for the Constant Guard Protection Suite. You may also need to open a new browser window and:

For Internet Explorer – go to Tools to Manage Add-ons and Enable the Browser Helper Object;
For Firefox – go to the Plug-ins to the Tools Icon to Check For Updates and then Enable the Add-on. You may also need to click on the “sprocket” tools icon in the upper right-hand corner, and click to “Check For Updates;” before Enabling the add-on;
For Chrome – go to the Settings menu to Extensions and Enable the extension, or search for the extension and Enable it.

Can I run Constant Guard Protection Suite™ on more than one computer?

A.

Yes. You can install CGPS on up to 7 computers, or have up to 7 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.

Can I move to a new computer?

A.

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 7 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.

Where do I go to download Constant Guard Protection Suite™?

A.

Browse to www.comcast.net/security . You will see the download option on that page. If you have not already signed into your Comcast account, you will be prompted to when you click to download the Constant Guard Protection Suite software. NOTE: Constant Guard Protection Suite is only available to customers using Comcast xfinity high-speed internet. If the Comcast high-speed internet is not active, the customer will receive an “unauthorized” message. The customer would then need to contact Comcast general support at 1-800-COMCAST to see why their high-speed internet access is not available, OR if their Comcast subscription package is in error. This is a service which is tied to the customer’s Comcast log-on credentials, and if the high-speed internet access has not been included in that customer’s services, they will see this error message. This is not related to Constant Guard Protection Suite, and the customer must resolve this issue with Comcast’s service, subscription, or billing organizations.

What is DNS lock?

A.

DNS Lock – adds security to the Domain Name System (DNS) which is the naming convention used on the internet. For instance, Comcast.net is an internet domain name. If a customer types www.comcast.net into their search bar, the internet browser goes to a pre-set location, looks up the www.comcast.net name and then returns an IP address for that name, and directs the user’s computer to go to that particular address. Comcast is the first of the major Internet Service Providers in the United States to adhere to the federal government guidelines to increase the security associated with the DNS in order to cut down on internet fraud caused by phishing and other attempts to misdirect web traffic to fraudulent internet addresses.

  • •  If the DNS Lock is set to AUTO in the Constant Guard Protection Suite software, when the customer types www.comcast.net into the browser search bar, the “look up” which identifies the web site name and provides the IP address actually takes place using the secure Comcast servers. If the customer moves out of their Comcast zone – such as taking their laptop to a coffee shop, the DNS settings are restored to their original settings until the customer moves back within range of the Comcast network.

  • •  If the DNS Lock is set to OFF in the Constant Guard Protection Suite software, the domain security settings used will be those used by whatever service they are using if that service provides DNS functionality.

The DNS Lock adds two secure digital signature pages as well as “flags” which “Approve” or restrict access to a site based on the acceptance of the digital signature. This is another level of authentication to ensure that the customer is visiting a valid and authenticated web site.

I keep seeing a message that my “DNS Settings Have Changed.” Why? How do I stop this?

A.

The DNS lock feature can only function if the computer is “behind” a Comcast modem – meaning that it is in use at the location where the actual Comcast connection exists – and that is usually in the residence of the Comcast subscriber. If the computer is then signed into a different network, such as a public Wifi, the DNS lock cannot function because the software will not be able to find a secure Comcast server. This is usually when we hear reports of the “DNS Settings Have Changed,” message, and in some instances, the message pops up every few seconds. The only resolution for this is to disable the DNS Lock feature until the computer is back in the residence where the Comcast network is.

To disable to DNS Lock, go to the Constant Guard Protection Suite dashboard – the main window – and click on the “Options” tab. At the bottom of the window is a DNS Lock button. Just move the switch from “Auto” to the “Off” position.

Installation

Constant Guard Protection Suite Installation Instructions

A.

To download and install the Constant Guard Protection Suite, you must:


  • •  Be using a computer with Windows XP SP3, Windows Vista with SP 1, Windows 7, Windows 8, or Windows 8.1;
  • •  Have Internet Explorer 7 or later; Mozilla Firefox 11 or later; or Google Chrome 15 or later set as the Default Browser;
  • •  Have Microsoft .net Framework 4.0 or later installed;
  • •  Have a minimum of 512mb dynamic RAM on the logic board just to install the software. In order to run the Constant Guard Protection Suite software with other applications at the same time, a minimum of 1 gigabyte of memory is recommended.
  • •  A minimum of 40 mb available drive space.
  • •  Ensure that the day, date, time, and time zone of the computer are set correctly for the current location of the computer, and that the system clock has been synchronized to an internet time source.
  • •  Be a current Comcast subscriber with Comcast High-Speed Internet service.
  • •  Go to www.comcast.net/security and click to download the Constant Guard Protection Suite software. When prompted for the sign-in credentials, make sure to use the same credentials assigned to the Comcast high-speed internet account – the credentials attached to the Comcast package.

How do I check or change the system clock and calendar?

A.

  • •  Right click on the system clock in the lower right-hand corner of the computer display;
  • •  Even if the day, date, and time look correct, re-set them anyway and ensure that the time zone, and AM/PM are correct;
  • •  Click on “Internet Time,” and select a .gov or similar time source to synchronize the system clock to.

How do I check the operating system and version?

A.

  • •  Click on the Windows flag (start) in the lower left-hand corner of the computer screen;
  • •  Click on “Computer;”
  • •  Click on “System Properties
  • •  The OS, version, processor speed, and available memory will be listed.

How do I check the default browser and version?

A.

Open a new browser window and then,

Windows Internet Explorer

  • •  Click on the Tools icon (looks like a gear),
  • •  Click on “About Internet Explorer,
  • •  The version number will be prominently displayed.

Mozilla Firefox

  • •  Click on the Firefox V (down) arrow.
  • •  Click on “Help,”
  • •  The version number will be prominently displayed.

Google Chrome

  • •  Click on the Tools icon (looks like 3 horizontal lines)
  • •  Click on “About Google Chrome
  • •  The version number will be listed.

How do I check the Microsoft .net Framework version?

A.

  • Open your Control Panel
    Click on Programs & Features (XP customers click on Add or Remove Software)
    The installed programs will be listed alphabetically. Find the Microsoft .net Framework in the list – version 4.0 or later MUST be installed. Microsoft has posted several useful links for customers to repair an existing .net installation prior to using the second link to install .net 4.0 after the repair. It is recommended that customers with older versions of .net framework installed run the first link to fix any potential issues prior to running the 2nd link which will actually install version 4.0 of .net Framework.

    To fix an installed version of Microsoft .net framework:
    http://support.microsoft.com/kb/2698555

    To download/install from the Microsoft website:
    http://www.microsoft.com/en-us/download/details.aspx?id=17851

What are the operating systems, web browsers, and computer hardware requirements for Constant Guard Protection Suite?

A.

Operating system
•  Windows 8.0 or 8.1 (32 or 64-bit version)
•  Windows 7 (Starter, 32 or 64-bit version) with Service Pack 1
•  Windows Vista (32 or 64-bit version) with Service Pack 1 or 2
•  Windows XP (32-bit only) with each Service Pack Update (3)
•  Macintosh OS is incompatible and unsupported
•  Windows OS or emulations on a Macintosh are unsupported


Microsoft .net Framework 4.0
Microsoft .net framework version 4.0 must be installed on the computer in order to install or use the Constant Guard Protection Suite software.
If the customer does not have Microsoft .net 4.0, the set up process will attempt to download and install it. This may take as long as one-half hour depending on the computer speed, health of the hard drive, and internet connection. If the .net Framework 4.0 cannot be downloaded and installed, the installation will stop, reverting to the prior state of the computer – leaving it “untouched,” or as it was prior to the installation attempt. However, the customer will not be able to install or use the Constant Guard Protection Suite software until they have successfully installed Microsoft .net Framework 4.0. Microsoft has posted several useful links for customers to repair and existing .net installation prior to using the second link to install .net 4.0 after the repair. The third link is to common Microsoft fix-it locations.

•  To fix an installed version of Microsoft .net framework:
http://support.microsoft.com/kb/2698555
•  To download/install from the Microsoft website:
http://www.microsoft.com/en-us/download/details.aspx?id=17851
•  To access the Microsoft “Fix It” center for common OS/Application fixes:
http://fixitcenter.support.microsoft.com/Portal

Web Browser
•  Internet Explorer v.7 or later
•  Firefox v.11 or later
•   Google Chrome v.18 or later

Note: The above browser versions are relevant IF the customer wishes to use one of these browsers as the default browser. Any Windows-compatible browser can be used, but only a compatible default browser will allow the Constant Guard Protection Suite software to operate fully – meaning for the prompting to work, and for “Other” accounts to open.

PC Hardware
•  512MB RAM minimum; 1+ gig RAM recommended
•  600 MHz or faster processor
•  40 MB available storage memory

Error Messages

A.

•  I’m getting an Unexpected Error.
•  I’m getting a Clock Error.
•  I’m getting a DLL (download link) Error.
•  I’m getting a “General” Error.
•  I’m getting an error when I try to activate my Master PIN.
•  How do I resolve a Communications Error?
•  I see a Connections Error, and a message that I must be connected to the internet. I AM connected to the internet.

These errors can occur for a variety of reasons, but usually occur if the Constant Guard Protection Suite connection is poor, non-existent, OR if the communication to and from our servers is blocked. For this reason, it’s possible that the customer can connect to the internet to check their mail, or browse the web, but gets a message that they must be connected to the internet, when trying to access Constant Guard Protection Suite, or gets an error when trying to download/install, OR when trying to activate the software when they are creating their Master PIN. This is usually because the communication to and from the computer to our servers is blocked, OR the system clock is incorrect for the computer. The first thing to do is to check the date/time/time zone of the system clock:
•  Right click on the clock in the lower right-hand corner, and even if the date and time look correct, set them to the correct day, date, and time for the current location of the computer – this means correct time zone and daylight savings time setting;
•  Next, click on “Internet Time” in the system clock and select a “standard” clock to synchronize the clock to. This is because your computer clock must be in synchronization with the Microsoft server clocks for the Microsoft Security Certificate to open..
•  See if this resolves the situation. If not, then there is very likely a firewall or piece of security software blocking the connection or communication. You would need to disable the firewall to see if that is the issue, and contact the firewall or security software site to ensure that the virus definitions for the computer are up-to-date.
•  You can click this link to download/run our Diagnostics Tool. It will run six simple tests on your computer and will return the results in a bar chart. If all bars are green, there is no problem. If any bar is red, there is a connections/communications issue, and you would need to find and resolve the issue before you can use the Constant Guard Protection Suite software.
http://idvaultbucket.whiteskyservices.com/IDVaultServicesDiagnosticsTool.zip

Service is Unavailable or Stopped Working - the connection to the Constant Guard Protection Suite service has stopped or the quality of the connection is poor.
•  Can you connect to the internet at all? - If not, then the issue is with your internet service or your internet hardware (modem or router).
•  Are you using a wireless connection? - If yes, then the issue may be with the connection. Try using an Ethernet cable and attach the computer directly to the Comcast modem/router. If this resolves the issue, then the problem is with the wireless connection or port of the computer or the wireless signal itself.
•  Can you connect to the internet at all? - If you have an internet connection and only the CGPS has stopped, or is unavailable, wait for an hour and then try again. In the rate instance of a service outage, by the time the customer sees a message indicative of a service issue, the issue is already being addressed by Comcast personnel. So, the easiest solution may be to just try again. If the problem still occurs, contact the Constant Guard Protection Suite support group to report the issue, or get status if there is a service interruption. You can contact Constant Guard Protection Suite support by clicking this link, http://cgps.idvault.com/support and from there can click to Chat with a support representative, or can create a Support Request. To speak with an agent, call 1-800-COMCAST, and after reaching an agent, let the agent know that you have a specific issue with Constant Guard Protection Suite, and ask to be transferred to a Constant Guard Protection Suite agent.

Access Requires Comcast High-Speed Internet Access - The credentials used to sign on to the Comcast account are not linked to an account which has Comcast High-Speed Internet Access as a service. The features for the Comcast plan for any subscriber are attached to the customer’s sign-on credentials. If that plan doesn’t include high-speed internet access, the customer cannot download the Constant Guard Protection Suite.
The customer should sign-out/log-out of the account, and click to sign-in again. If the customer’s credentials are automatically entered, the customer needs to clear their temporary internet files and needs to sign in again to ensure that their credentials are being used for the sign-in, and not the credentials of someone else in the household. To clear the temporary internet files, go to the Control Panel to Internet Options, and click on “Delete.” Make sure that the boxes are checked to “delete cookies,” and “deleted temporary internet files,” and then click to “Delete.” After the cookies and temporary files have been deleted, go to www.comcast.net/security and try to download the Constant Guard Protection Suite again.
If this doesn’t resolve the issue, it is possible that the customer’s plan was entered incorrectly when the account was created, or renewed, it is possible that there is an error in the Comcast billing, or it’s possible the customer’s high-speed internet option has lapsed in the billing.
The customer would need to contact Comcast directly at 1-800-COMCAST, and would need to ask the agent to check their Comcast plan to ensure that they have Comcast High-Speed Internet as part of their service.

Is there a tool I can use to help troubleshoot my installation or activation issues?

A.

Customers who run into issues downloading, installing, activating, or running the Constant Guard Protection Suite software are usually facing an issue with security software which is blocking the download, installation, or activation (a “firewall”), the computer clock is not set correctly for the current location of the computer, or there is a connection issue with the computer and the internet. For issues such as these, we have given customers access to the Constant Guard Protection Suite Diagnostic Tool, located on the right-hand side of the support page at http://cgps.idvault.com/support. On that same page, customers can view the FAQs and Support Alerts as well as generate a Support Request or chat with a Support Representative. The Diagnostic Tool can also be downloaded from this link: http://cgps.idvault.com/support/diagnostictool.html.

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