Common Solutions:

• Shaw Secure Spam Control Malfunction
• Shaw Secure Automatic Update Malfunction

Shaw Secure Spam Control Malfunction

1. Restart the computer
2. Verify the Date & Time
3. Verify your computer meets the minimum requirements
4. Enable & Disable Email Filter

2. Verify your Date & Time are correct

• Double click on the time in the bottom right corner
• If the date or time is incorrect please correct it, and then click OK

3. Verify your computer meets the minimum requirements

• 1-GHz processor / 1.66-GHz Windows 7 / Vista SP1(64 & 32 bit) / Mac OS 10.5.8
• Microsoft Windows XP SP3 with 512 MB of RAM or Windows 7 / Vista / Mac with 1 GB of RAM
• 500 MB of available disk space / 800 MB for Windows 7 / Vista / Mac
• All Shaw Secure features are 32 & 64 bit Vista and Windows 7 compatible

4. Enable & Disable Email Filter

1. Open Shaw Secure, and then click Settings on the bottom right side of the window
2. Click Internet on the left, then click E-Mail filtering.
3. Uncheck Turn on e-mail filtering and click OK
4. Click Settings, the re-check Turn on e-mail filtering and click OK

If Shaw Secure is Still Failing to Update

Please confirm if any changes have been made to the computer recently? (Example: new software installed) The software could possibly be conflicting with Shaw Secure.

You can ensure Windows is up to date with the latest updates from Microsoft. Using our PC health check feature, go to www.shawsecure.ca/pc_health_check.php, click on "Check your PC" then follow the prompts.

If you require further assistance please call Shaw technical support at 1-888-472-2222

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Shaw Secure Automatic Update Malfunction

When Shaw Secure reports an automatic update malfunction, or is unable to update please try the steps below.

1. Verify your Date & Time are correct
2. Manually check for updates
3. Verify your computer meets the minimum requirements
4. Restart the Update Service
5. Connect directly to your modem

1. Verify your Date & Time are correct

• Double click on the time in the bottom right corner
• If the date or time is incorrect please correct it, and then click OK

2. Manually check for updates

• Open Shaw Secure
• Once Shaw Secure opens, click the Check for Updates button

3. Verify your computer meets the minimum requirements

• 1-GHz processor / 1.66-GHz Windows 7 / Vista SP1(64 & 32 bit) / Mac OS 10.5.8
• Microsoft Windows XP SP3 with 512 MB of RAM or Windows 7 / Vista / Mac with 1 GB of RAM
• 500 MB of available disk space / 800 MB for Windows 7 / Vista / Mac
• All Shaw Secure features are 32 & 64 bit Vista and Windows 7 compatible

4. Restart the Update Service

1. Click Start, and then run. In the run window type cmd, and press enter. A black window will appear.
2. In the black command window type net stop fsaua then press enter
3. In the black command window type net start fsaua then press enter
4. Close the black command window

5. Connect directly to your modem

If Shaw Secure is still failing to update and there is a router present between your Shaw cable modem and your computer, we need to bypass the router by connecting your modem directly to your computer.

Once connected, open Shaw Secure.

1. When Shaw Secure opens, click the Settings button
2. On the left side click Other Settings, then Automatic Updates
3. Un-Check Turn on automatic updating, then click OK
4. Click the Settings button, then re-check Turn on automatic updating, and click OK

If Shaw Secure is Still Failing to Update

Please confirm if any changes have been made to the computer recently? (Example: new software installed) The software could possibly be conflicting with Shaw Secure.

You can ensure Windows is up to date with the latest updates from Microsoft. Using our PC health check feature, go to www.shawsecure.ca/pc_health_check.php, click on "Check your PC" then follow the prompts.

If you require further assistance please call Shaw technical support at 1-888-472-2222

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