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Frequently asked questions

 

1. Q: How to transfer my Bkav IS license number to a new computer?

A: Since Bkav IS license only can be activated at one time on one computer, when youtransfer your Bkav IS license to the new computer, please inform Bkav IS Contact Center. Bkav will send you an email with your Bkav IS license information and we will reactivate Bkav IS license so that you can install and register Bkav IS on the new computer.

2. Q: Can I reinstall my Bkav IS on another computer without paying again?

A: Yes. On receipt of your request, Bkav will send you an email with your Bkav IS license information. Also, we will reactivate Bkav IS license so that you can install and register Bkav IS on the new computer without paying any fee.

3. Q: How do I upgrade my current Bkav IS with my newly purchased Bkav IS license?

A: After your newly purchased Bkav IS license is registered on your computer, the current Bkav IS will be automatically upgraded to the latest version of Bkav IS.

4. Q: How to uninstall other antivirus software on my computer to install Bkav IS?

A: You can use Uninstall function of Windows. In case the antivirus software has support tool, you can use it.

If you encounter any difficulties, please contact Bkav Contact Center to get timely support.

5. Q: On purchase registration, when my Bkav IS license number will be delivered?

A: If you are living in Vietnam, Bkav will contact you to confirm the time and address for delivery.

If you have any friend/someone you know living in Vietnam, Bkav will contact your friend to confirm the time and address for delivery. Then you can get Bkav IS license information from your friend.

If you purchase Bkav IS online, on your successful transaction, your Bkav IS license information will be sent to your registered email address within 5 minutes.

6. Q: How to use the Parental Control?

A: Please contact Bkav IS Contact Center, Bkav will activate Parental Control for you and provide you with instructions on how to use the function.

7. Q: How to renew Bkav IS license?

A: Bkav IS Contact Center will initiatively contact you before your Bkav IS expiration date to ask you about license renewal. However, if you would like to renew your license sooner, you can contact Bkav IS Contact Center to get timely support.

8. Q: How often should I update Bkav IS?

A: If your computer is connected to the Internet, Bkav IS on your computer will be automatically updated 1 or 2 times per day. Therefore, it is recommended that your computer is frequently connected to the Internet to get the latest version of Bkav IS.

9. Q: What to do when I suspect any file is infected?

A: If you are using Bkav IS, please have your Bkav IS updated with the latest version of and then scan for viruses. In case Bkav IS could not detect viruses, please contact Bkav IS Contact Center to get timely support.

 If you have not used Bkav IS yet, you can use Bkav Safe Zone, the free online virus scan service of Bkav.

10. Q: Is it possible to try out Bkav IS before purchasing? If possible, how does Bkav IS trial differ from Bkav IS license?

A: Bkav has not the trial version for any products. However, Bkav FE is the free antivirus software of Bkav, which has partial update features like Bkav IS, the commercial version. You can firstly try Bkav FE.

11. Q: What is the start date of my renewal license period?

A: The renewal license period will start from the day right after the expiration date. Bkav's system will automatically add 12 months to your one-year Bkav IS license period and you do not need to do anything.

Q: What is Bkav IS' renewal price?

A:  For Buy Online, the renewal price is USD 39.99 to use one-year Bkav IS license.

It will take you 299.000 VND to use one-year Bkav IS license by one of the following ways:

  • + You are living in Vietnam and Bkav will deliver Renewal Certificate of Bkav IS license to you.
  • + Your friend/someone you know living in Vietnam can help renew for you. Bkav will deliver Renewal Certificate of Bkav IS license to your friend.
  • + You renew by wire transfer including bank transfer or payment order service (only applied to customers in ASEAN).

12. Q: Can I extend my Bkav IS license period before the expiration date?

A: Yes, you can. Normally, Bkav will contact you to invite product renewal before your license expires. In case you wish to extend your license period before the expiration date, you can contact Bkav IS Contact Center via support email or exclusive phone number for Bkav IS customers for timely support.

13. Q: What is the start date of my Bkav IS license period?

A: The start date is calculated from the day you register your Bkav IS license key.

14. Q: Lost Bkav IS license key, what should I do?

A: You can contact Bkav IS Contact Center via support email or exclusive phone number for Bkav IS customers for timely support. Bkav will send you an email with your Bkav IS license key and simultaneously reactivate it so that you can use Bkav IS again.

15. Q: How do I reinstall Bkav IS on my computer?

A: Access website bkav.com.vn and download Bkav IS as usual. In case you lost your Bkav IS license key and cannot register, please Bkav IS Contact Center via support email or exclusive phone number for Bkav IS customers to get timely support. Bkav will send you an email with your license key and simultaneously reactivate it so that you can use Bkav IS again.

16. Q: When I doubt that there are viruses or abnormal signs on your computer, how do I contact Bkav to get support?

A: We recommend that you use Send support request to Bkav function of Bkav IS 2012 to inform Bkav.

To use Send support request to Bkav function of Bkav IS 2012 to inform Bkav, please do the following steps:

1. Firstly, run Bkav IS 2012, click Support and select Send support request to Bkav.

2. A next box appears, click OK.

3. Fill your information (name, phone number, email address) with the detailed symptoms of yourcomputer in the provided form and click OK to complete log sending to Bkav.

On receiving your log, Bkav will analyze the sample and send back to you the solution through Bkav IS program.

For more detailed assistance, click here.

If you encounter any difficulty (when following the steps), please contact Bkav as guided here for timely support.

17. Q: How do I install and register Bkav IS 2012license?

A: To install Bkav IS on your computer, please take the following steps:

1. Download Bkav IS from here.

2. Run the newly downloaded Bkav Pro.exe and click Next.

3. End User License Agreement window appears, click I Agree to continue.

4. In the next window, click Next.

5. Restart to complete the installation process.

To register Bkav IS 2012, please do the following steps:

1. On the main interface of Bkav IS 2012, select License tab and click Register.

2. Fill in the required information on Register Bkav window (remember to fill in the correct License key and Verify code), then click Register to complete the process. 

 For more assistance, click here

18. Q: How do I buy Bkav IS license(s) online?

A: Firstly, access www.bkav.com and click Buy Online in the homepage.

A new page appears, please do the following steps to buy Bkav IS license(s):

1. Fill in your information (name, email address, phone number and your quantity of order and others) and click Continue.

2. OnePAY Payment Gateway page appears, fill your card information and click PAY to complete the payment.

After completing the payment, please wait a few seconds for the transaction's result. For the successful transaction, we will send you the license key information and payment confirmation note via email.

For more detailed instruction of how to buy Bkav IS license(s) online, please click here.

19. Q: Lost Internet connection, will Bkav IS decrease its capacity of virus removal?

A: From version Bkav IS 2010, Cloud Computing Technology was added to strengthen the power of Bkav. Thanks to Cloud Computing Technology, the integrated Bkav Cloud Agents make online interaction with Bkav Cloud system, which help virus definitions to be updated every minute. The integrated Bkav Cloud Agents have the capacity of learning from Bkav Cloud database cloud. Wide coverage and computing competence of the Cloud will help closely protect users' computers.

Besides the Cloud, Bkav IS also maintains one offline database on user's computer. In case for some reason, Internet connection is interrupted Bkav IS still runs and detects virus with more than 8.1 millions of virus definitions in the database on user's computer, ensuring the safety of user's computer. However, you need regularly connect your computer to Internet so that Bkav IS can update the latest virus definitions, ensuring that the maximum strength of virus removal will be promoted.

20. Q: I find that some websites allow online virus scan. I think that this kind of virus scan is quite good but is it effective?

A: Online virus scan has many limitations such as: no Real–time Protection feature to automatically detect and remove viruses, no ability to remove virus strains which deeply penetrated into system (rootkit, file infector virus, metamorphic virus, etc.), no Deep scan feature, no Firewall to protect computers in process of accessing Internet, etc. Due to such limitations, online virus scan will not ensure the safety of computers from the infection threat and destruction of viruses.

To ensure the safety of your computer, you should use good antivirus software. One good antivirus software must fully meet the following criteria: copyrighted software, regularly update new version, offer live support from the manufacturer in case of virus-related problems.