The following information will help you to troubleshoot problems you may have when using Security Suite.

Create & Send FSDIAG File

If you have technical problems with Security Suite, you can create and send an FSDIAG file to technical support. The file helps us solve technical problems specific to your computer.

You can create the file by using the Diagnostic Utility tool. The tool gathers vital information about your system and creates a group of log files. These log files contain information about your security product, as well as operating system logs and system settings. In some cases, this information might be considered confidential. All data collected by the Diagnostic Utility tool is stored locally on your computer.

To Create and Send a FSDIAG File for Windows:

  1. Select Start.
  2. Select All Programs > Security Suite > Diagnostic Utility.
  3. In the Diagnostic Utility Window, select OK. The tool starts gathering information, creating the output file on your desktop.
  4. Please contact us for further instruction.

To Create and Send a FSDIAG File for Mac:

  1. Open the Finder.
  2. Select Applications > Security Suite > Support Tool.
  3. In the Support Tool window, select OK. The tool starts gathering information and creates an output file on your desktop.
  4. Please contact us for further instruction.

Get Mac support.

Limited Protection

The Security Suite software updates itself automatically. If you receive a message indicating Security Cloud is currently unavailable, verify you're connected to the internet. Once connected, the Security Suite database will automatically update and the messaging will indicate all security features are up to date.


limited protection warning on the status page when opening the Security Suite software


Spyware Detected

It's not uncommon for the Security Suite software to detect spyware when scanning your computer. Most of the time, the majority of spyware consists of so-called tracking cookies. Cookies are items in the web browser that websites use to save some information on your computer. These cookies can compromise your privacy.

Learn more about cookies and steps you can take to enhance your browser security.