BlackICE PC Protection & BlackICE Server Protection Technical Support FAQ


BlackICE Customers

View these online support resources for assistance with BlackICE.

> Install BlackICE
> Uninstall BlackICE
> End of Life Notice
> Knowledgebase
> Technical Support FAQ 
> BlackICE Update Center


This information applies to BlackICE PC Protection
and BlackICE Server Protection products only.                                   

BlackICE PC Protection and BlackICE Server Protection,
formerly known as BlackICE Defender and BlackICE
Defender for Server, are specifically designed for use on
home PCs and in small offices or home offices (SOHO).

 

This frequently asked questions (FAQ) document answers
some common technical support issues. 

  

  1. How can I contact ISS for technical support for my BlackICE PC Protection or BlackICE Server Protection?
    Click here for instructions on requesting Technical Assistance.

  2. I just bought BlackICE PC/Server Protection and I had a problem with my download. How do I get back in to the download web page??
    This Knowledge Base Article lists the steps to uninstall and reinstall BlackICE PC and Server Protection software.

  3. Where can I download BlackICE PC Protection or BlackICE Server Protection if I need to re-install the program?
    You can do it here. You will need your license key to download and install the program. This Knowledge Base article explains how you can find your license key.

  4. How do I update BlackICE PC Protection or BlackICE Server Protection?
    This Knowledge Base article explains how you can update your BlackICE PC Protection or BlackICE Server Protection.

  5. My BlackICE PC Protection installation caused my system to crash or blue screen. What can I do?
    This Knowledge Base Article explains what to do when a crash or blue screen occurs.

  6. I can't uninstall BlackICE PC Protection or BlackICE Server Protection. What can I do?
    This Knowledge Base Article explains how to uninstall and reinstall BlackICE PC Protection and BlackICE Server Protection.

  7. How do I find my License Key?
    This Knowledge Base Article explains how you can find your license key.

  8. How do I update my license key in BlackICE PC Protection or BlackICE Server Protection?

    Product and version

    Instructions

    BlackICE Defender 2.9
    BlackICE Defender for Server 2.9
    BlackICE PC Protection 3.5 or later
    BlackICE Server Protection 3.5 or later

    • Open the interface by left clicking on the BlackICE icon in your system tray. Next,
    • Click on 'help' and then 'about BlackICE.' This will bring up a window that includes your license key.
    • Please click the 'update' button, enter your new license key, click 'ok' and then close the interface and restart your computer.
    • BlackICE will now show the proper expiration date

    For all versions of all products previous to 2.9

    • Open the license.key file in the BlackICE directory using Notepad or WordPad. The default location for this file is located at C:\Program Files\NetworkICE\BlackICE. Replace the original key with the new key.
    • Save and close the file, and restart your computer.
    • BlackICE Defender will now show the proper expiration date.



  9. The advICE button doesn't work, how do I make it work?
    This Knowledge Base Article explains how to make IE 5.0 and higher or Netscape Navigator your default browser.

  10. With BlackICE PC Protection or BlackICE Server Protection running, I cannot use my VPN client. Why?
    This Knowledge Base Article describes how to configure various VPN clients to work with your BlackICE.

  11. Even after setting BlackICE PC Protection or BlackICE Server Protection to block an intruder, I continue to get attacks from the intruder. Why?
    The following Knowledge Base Article explains why you would still receive attacks when an intruder is set to block.

  12. I get an attack from my own system. How can that be?
    This is likely to happen on dial up systems where your ISP dynamically assigns an IP address to your system every time it connects to the Internet. The current work-around is to add your ISP assigned IP address to the BlackICE PC Protection Trusted Address list at the very beginning of your connection session. At the end of the connection session, you remove that entry from the list of Trusted Addresses. By doing this, you prevent BlackICE PC Protection from detecting your system as an intruder.