CONTENTS

"My computer is running faster and smoother than it ever has before."

Don

"They've helped me out over and over again with serious viruses. I'm 100 percent satisfied with their service."

Laura

"The computer has run so much quicker. It's safer, it's faster."

Nancy

"They not only make the computer cleaner, but they make it run faster."

Carl

FAQs

Account Management

How do I change my credit Card Card on file, billing information, or usernames and passwords?

A customer service representative will help you update any information pertaining to billing, accounts, or payment. To contact customer service, please call 1800682147 between 5am and 10pm Pacific Time.

vtsphinx LiveTech

If you're having a problem with your computer, this is the simplest, most effective way to fix it! Forget about waiting for a technician to show up at your door. Our technicians do it all online, and their work is guaranteed!

vtsphinx LiveTech enables you to receive Unlimited Technical Support for a flat rate. We offer several different LiveTech packages, all designed to fit your needs.

What can LiveTech offer assistance with?

PC Performance

One of the main appeals of Live Help Desk to many of our clients is our computer optimization services. We know how frustrating it can be to be on a computer that had at one point been top of the line, but now it just doesn't run like it used to. We can help with these issues, including:

  • Enhanced Internet browsing speed
  • Speeding up a slow PC
  • Expedited PC start-up and boot times
  • Faster loading of files

Security and Protection

In the digital age, reliable Internet security and protection is absolutely necessary to ensure you, your family, and your computers remain safe from malicious threats. With vtsphinx LiveTech, we help protect against:

  • Identity Theft
  • Viruses and Trojans
  • Spyware
  • Malware

Software

We understand that software can sometimes be a hassle to deal with. Are you experiencing any issues with any programs? Need help installing or uninstalling anything? How about those pesky drivers? We can help you with:

  • Accounting applications (e.g. Quickbooks)
  • Microsoft Office (Word, Excel, Powerpoint, Publisher)
  • Adobe products (Acrobat, Flash Player, etc.)
  • Email clients (Microsoft Outlook, AOL, Mozilla Thunderbird, etc.)
  • Driver updates and installation
  • Any other software issues!

Accessories

One might be hard-pressed to find an individual who owns just a computer, and no other electronic devices to use with it. These days, the two concepts seem to go hand-in-hand, and as such, LiveTech can help you with all of your computer's digital and electronic accessories, including:

  • Digital cameras
  • Mobile phones
  • Printers
  • Portable music players

Networking

Perhaps one of the most tedious and time-consuming elements of computer interconnectivity is computer networking. From a desire to have every computer in the office or home print through a solitary printing device, to having multiple computers networked for file-sharing, our Technicians are ready and able to help you with:

  • Internet connectivity
  • Home and office networking
  • Wireless devices and Bluetooth

No matter what the problem is, our Technicians can fix it, guaranteed. It's that simple!

How exactly does vtsphinx LiveTech work? How can my computer be fixed without taking it anywhere?

We here at vtsphinx are continually working to enhance the ease of your life when it comes to advanced technology, and the LiveTech Support process is certainly no exception:

  1. A problem arises on a LiveTech client's computer
  2. The client calls the LiveTech Premium Support phone line, informing them of the problem
  3. A certified Technician remotely and securely accesses the troubled computer and fixes the issues

The steps are that easy! And why shouldn't they be for our LiveTech clients?

Removing eScan Software

Windows XP

  1. Click the Start button on the Windows Taskbar
  2. Select Control Panel
  3. Double-click Add or Remove Programs
  4. In the Currently installed programs box, click the program that you want to remove, then click Change or Change/Remove
  5. Follow the instructions that appear on the screen to make the changes that you want.

Windows Vista/7

  1. Click the Start button on the Windows Taskbar
  2. Click on Control Panel
  3. Click Programs and then "Programs and Features"
  4. Choose a program, then click on Uninstall. (You may choose the option to Change or Repair the program, if it is available.)
  5. Enter your administrator password or confirmation if prompted for it
  6. Once the program is uninstalled, close the Programs and Features window.

 

 

 

Why does Windows Vista tell me I'm not protected?

For computers running Windows Vista, Early Detection Center 3.0 will sometimes not be recognized properly, and a Windows Security Center notification will appear in the bottom right corner by the time. Double click on this notification to bring up Security Center.

Under the Anti Virus section, it will say that Early Detection Center is not reporting properly to it. Underneath this notification there is a link labeled "Show me my available options." This will bring up a window, from where you may select "I have an anti-virus I will monitor myself." This will keep that notification from showing in the taskbar.

 

PC Optimizer

How do I activate PC Optimizer?

After successfully installing the software, you will need to activate your software license using the Activation Code emailed to you after purchase.

You must enter this code into the software to enable its full set of features. Once you have obtained your activation code from the purchase email, follow these steps to activate your software:

  1. Open the PC Optimizer software
  2. Click the Activate Now button at the lower-left.
  3. When the "Enter Activation Code" window appears, enter your code in the box, and then click the Activate button.

The software will take a few seconds to verify your code. Once you are successful, you'll see that the Activate Now button has been replaced with a "Registered Version" label. After PC Optimizer creates a restore point, you may proceed to fix the issues detected during the diagnostic scan.

Activation Tips:

  1. Copy and paste your code instead of entering it manually to avoid any typos.
  2. If you DO enter your code by typing it manually:
    1. Note that the code is case-sensitive, so all the letters have to be CAPITALIZED.
    2. Be very careful with the #1 and the letters "i" and "l" along with the #0 and the letter "O."
    3. Make sure that there are no spaces at the beginning or at the end of the activation code.

How do I set or change PC Optimizer's automatic scan schedule?

PC Optimizer can scan for and fix issues weekly, at a day and time that you choose. To access the Scheduler page, click Options in the top right of the software, then select the Scheduler option.

Once on the Scheduler page:

  1. To turn weekly scans ON, click to check the box for "Schedule automatic scans (Recommended)"
  2. To turn weekly scans OFF, un-check the box for "Schedule automatic scans (Recommended)"
  3. If you have Activated PC Optimizer by entering your Activation Code, you may also check the box for "Fix the errors automatically"

What are the system requirements for PC Optimizer?

PC Optimizer was specifically built for Windows PC computers running Windows XP, Windows Vista, or Windows 7 operating systems. PC Optimizer runs on both 32- and 64-bit systems. PC Optimizer will also work on Microsoft Windows installed on Apple computers.

Minimum System Requirements:

  • Microsoft Windows XP with SP2, Microsoft Windows Vista, or Windows 7
  • Graphics mode 800x600 with 24 bit colors
  • Minimum 128MB free hard disk space
  • Intel Pentium 4 or AMD processor with 500 MHz
  • Minimum 256MB RAM

Recommended System Requirements:

  • Microsoft Windows XP with SP2, Microsoft Windows Vista, or Windows 7
  • Graphics mode 1024x768 with 24 bit colors
  • 256MB free hard disk space
  • Intel Pentium 4 or AMD processor with 500 MHz or above
  • 512MB RAM

Why does PC Optimizer find errors on new PCs?

When scanning on a brand new PC, vtsphinx Registry Cleaner and PC Optimizer might find registry errors given that the Microsoft OS (as with other software applications) creates a number of entries at install that are not needed once complete. Typical areas which Registry Cleaner and PCO Optimizer scan and find these types of errors might include:

  • User Software Settings
  • System Software Settings
  • ActiveX and COM components
  • File Associations
  • Uninstall Sections

Typical errors found in these areas might include the following:

  • Empty Keys
  • Missing or Invalid Paths
  • Missing or bad files
  • Missing File Associations
  • Uninstall Associations

Online Backup

Activating Online Backup

If your Online Backup software has not already been installed and activated, you'll need to do so using information in the e-mails sent to you at the time of purchase. Your Online Backup confirmation email will contain a link to download the software. You will receive a separate email containing your password.

Click the link in the confirmation e-mail to start the installation of Online Backup. Simply follow the prompts to complete installation.

Once installation is complete, enter the user name (the email address associated with your account) and password provided.

What is Online Backup and how do I use it?

The vtsphinx Online Backup Client is a Windows application to manage your digital assets in vtsphinx Online Backup. With vtsphinx Online Backup Client you can create and manage your scheduled backup, browse, upload, download, and share data to and from your Data Vault. Ideally this application will be installed and run on your main computer at home or at the office where you want to have a scheduled backup running.

To use vtsphinx Online Backup Client, download and install the application from the location provided to you in the confirmation e-mail which is sent to you upon purchase.

You start the application by double clicking on the vtsphinx Online Backup icon on your desktop. Log in, and begin to fill your Data Vault. You can do this one of two ways:

Run a Backup

If you selected the standard (recommended) setup option during the installation process, then several backups were created which will automatically identify your critical data files and back them up for you. These pre-defined backups will run automatically when you start your PC and back up your existing and new files for you without any needed user interactions.

Upload a specific item

You can also move files and folders between your computer and vtsphinx Online Backup on an ad hoc basis using the Data Vault Manager. Either drag-and-drop like any other Windows programs, or select the items you to move into your Vault or back to your computer and click the upload or download buttons. That's it.

We've got tons of Advanced Options available for those of you who like a little more control, but if you want to set-it-and-forget-it or just use vtsphinx Online Backup for convenient storage and access, this is all you need to know.

vtsphinx Online Backup Desktop is currently supported on:

Windows: XP, Vista, and 7

vtsphinx Online Backup Desktop requires the following:

JRE 1.5 and above

Broadband connection (Cable or DSL).

If I delete a file from my hard drive that is already backed up, will it get deleted from my Online Backup storage as well?

If you delete a file from your hard drive it will not be deleted from your Account. We believe that a backup solution should not delete files just because you deleted them from your local computer either accidentally or on purpose. We keep all files, which also allows you to use our system for storage as you free up local disk space. This compares to systems that simply "mirror" your current system. The only way a file will be deleted from your Account is if you manually deleted it using our software tools.

How do I enable File Status icons?

  • Login to the vtsphinx Online Backup Desktop Application.
  • On the vtsphinx Online Backup Manager screen, select "Enable/Disable Explorer Plugin" under "Advanced".
  • Enable the File Status Icons. Wait a few moments for the icons to populate.

*Please note that while the application does not have to be open, it must be running for your Status Icons to appear in Windows Explorer.

I cancelled my account, but am still receiving emails about Online Backup.

If you do not plan to continue using Online Backup, please disregard these emails. We postpone cancellation for 30 days in order to protect your backed up files in the event you decide to resume service, or have not yet retrieved backed up files. You will receive a final cancellation notice 30 days after cancelling your account.

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