Technical   Support FAQ's

For Upgrade Instructions, please Click Here

Yes, CyberPatrol is compatible with Windows Vista. You can download it from here.
If you have upgraded your OS to Vista with CyberPatrol already installed, we would advise you to uninstall it and reinstall our latest version.

If you plan on using the built-in parental control feature in Windows Vista we advise that you first enable that feature before installing CyberPatrol. CyberPatrol can work alongside them without any problem.

To verify the version number you have installed you can open up the Read me file and the version number will be shown at the top. Click CyberPatrol in your Programs menu in Windows and then click Display Read me .

This is likely due to your Internet browser security settings or because you are using a browser such as Mozilla or Firefox which does not fully support the Installshield one click install method. You need to follow an alternative installation process which first involves downloading the full CyberPatrol installer file. Select from below the type of installation you are attempting:

Upgrade

Download the CyberPatrol installer file and once downloaded, double click the file to begin the installation. All your settings and license information will remain intact. You can download the CyberPatrol installer file by clicking here.

Install a license purchased from CyberPatrol.com (you have a CyberPatrol My Account)

Log into your My Account then select CP Subscription Toolkit and click the Reinstall CyberPatrol button. Follow the directions given to download, install and activate your subscription. Click here to access your CyberPatrol My Account.

Install a license purchased from elsewhere (partner site / retailer)

You need the confirmation email received after purchase that contains the CyberPatrol license details (serial number and activation code).

Download the CyberPatrol installer file that asks for a serial number and activation code during the installation. When you are prompted to enter the serial number and activation code you can copy and paste from the confirmation email or simply type the license details in.

Click here to download the CyberPatrol installer file.

Note: This install method cannot be used by customers who have purchased their license directly from CyberPatrol.com (this web site).

Self-Registration Error. The following files did not self-register or un register.

1. C:\Program Files\SurfControl\CyberPatrol\cpACtrl.exe
This application has failed to start because the application configuration is incorrect. Reinstalling the application may fix this problem.

2. C:\Program Files\SurfControl\CyberPatrol\cpserver.exe
This application has failed to start because the application configuration is incorrect. Reinstalling the application may fix this problem.

To continue click OK; otherwise click Cancel."

After it has installed, the error message comes up below and I can't access CyberPatrol
"An error has occurred. It is recommended that you restart this computer.  However, should this problem persist, you may wish to contact Technical Support"

A.We have noted that our latest version of CyberPatrol 7.6.1, has problems installing on XP machines that do not have Service Pack 2.

To check whether your machine has Service Pack 2 installed, please right click on the My Computer icon and click on Properties. If it has Service Pack 2 installed, this will be listed under the System information on the General tab.

To be able to install CyberPatrol, we would recommend that you install Service Pack 2.

Please click on the Download option on the Microsoft web page here to install Service Pack 2. http://www.microsoft.com/windowsxp/sp2/default.mspx

This message appears because CyberPatrol has not been able to contact our license server at the end of the installation. There are several possible reasons for this although the most common reason is due to an error with Internet Explorer not updating the registry file that tells CyberPatrol it has connected online. Please work through the steps below to activate CyberPatrol evaluation or full license.

Attention: If you are attempting to transfer a full license then as soon as the program shows a 6-digit evaluation serial number you can click the My Account button and transfer your license.

STEP 1- First check that your system date is correct (Double click on the time in the bottom right hand corner of your screen and correct the date if necessary). Then perform a Web Browse to http://register.cyberpatrol.com within Internet Explorer. This should result in a blue screen with 005 in the top left hand corner. If so then you can connect to our license server but the actual program is having trouble connecting. Continue on.

STEP 2 - Shutdown all running programs including temporary shutdown of Antivirus and Firewall then perform a license check. To do this:

Note: If you are using any Windows security lockdown software such as Deepfreeze or Fortres then you must be logged in with full administrator rights and ensure the PC will retain the changes.

1. Shutdown CyberPatrol by clicking the Shutdown button on the HQ Toolbar (to access this click Windows Start > Programs > CyberPatrol > Headquarters, or right-click the yellow shield on the task bar next to your system time and select Shutdown) and entering your HQ password.

2. Close all running programs and temporarily shutdown your AntiVirus and Firewall (if you have one you should also check the program control list and ensure that CyberPatrol is set to Allow access to the Internet). This can usually be done by right mouse clicking the relevant icon in your Task bar next to the system time and selecting Shutdown/Disable/Off or you may need to open the program and disable it temporarily.

3. Start CyberPatrol (to access this click Windows Start > Programs > CyberPatrol > Headquarters).

4. Click the About? button > View Subscription Details.

5. Are the details now showing as updated? i.e. is there a serial number now showing?
If not perform a license check by clicking the My Account button, allow the browser to load the My Account login page, but do not log in to the My Account. Minimize the browser. Has it now updated? If not continue onto the next step.

IMPORTANT: If it has now updated you should re-enable your AntiVirus and Firewall.

STEP 3 - Refresh the Internet Explorer connection and perform a license check:

1. Shutdown CyberPatrol by clicking the Shutdown button on the HQ Toolbar (to access this click Windows Start > Programs > CyberPatrol > Headquarters, or right-click the yellow shield on the task bar next to your system time and select Shutdown) and entering your HQ password.

2. Open Internet Explorer and select Tools > Internet Options > select the Advanced tab.

3. Click the 'Restore Defaults' button, then click Apply then OK.

4. Close out of Internet Options.

5. Start CyberPatrol (to access this click Windows Start > Programs > CyberPatrol > Headquarters).

6. Click the About? button > View Subscription Details.

7. Are the details now showing as valid? If not perform a license check by clicking the My Account button, allow the browser to load the My Account log-in page, do not log in to the My Account, minimize the browser. Has it now updated? If not continue on with the directions below.

IMPORTANT: If it has now updated you should re-enable your AntiVirus and Firewall.

STEP 4 - Have you correctly configured CyberPatrol to use the appropriate Internet Proxy Settings that match your network topology?

- Home users typically need it set to 'Automatic' which is the default setting so unless you changed this during installation no action is needed and you can move onto step 6.

- Businesses, Schools, Libraries and other multiple installation sites may have Firewalls & Proxy Servers in which case you should try specifying the Proxy server settings within CyberPatrol HQ > Extended Features > Internet Proxy settings. Then run through the license check in Step 2 again.

STEP 5 - Have you any previously installed Internet Filtering software on your system?

Have you previously installed another filtering product such as CYBERsitter or Net Nanny or have you enabled a filtering/parental control feature within a security suite? If so you must fully remove the other filtering product or disable the Internet filtering feature within the security suite as it will likely conflict with CyberPatrol and prevent you from obtaining a license. Then work through Step 2 again.

STEP 6 - Wireless networks

If you are switching between a wireless and cable network then this can cause CyberPatrol problems in activating a license. You should connect to the cable network and follow the directions in Step 2 above but once you have shutdown CyberPatrol check the 'Automatically detect settings' option within Internet Explorer under Tools > Internet Options > Connections tab > LAN Settings.

STEP 7 - Are you using a Microsoft ISA server in a networked environment?

ISA server can be set to use an authentication protocol for users on the network to connect to the internet. Within CyberPatrol it is not possible to specify Username and PW details of the actual computer user to fit in with this authentication. For CyberPatrol to work the Windows user must have the relevant permissions to use the internet and no additional Username/Password logon is necessary.

The only way to install CyberPatrol in this set up is for the Administrator with Web Access linked to their Windows User Logon to license CP and update the Lists.

STEP 8 - In larger networked environments it may be necessary to add the following IP's as exceptions to the Registration before performing a license check again and we have also seen that third party system lockdown security software such as Fortres can prevent a license being picked up.

216.251.249.233 list server
216.251.249.91 licenser server

If you have worked through all the above steps and the message is still showing 'License is awaiting automatic activation' then please complete our online email support request form stating details of the license you are attempting to activate and the outcome/answer to each of the above steps.

If you have purchased a new computer, reformatted your PC, or simply wish to transfer your subscription to another computer you need to reinstall CyberPatrol. Follow these steps

STEP 1:
Begin by uninstalling your current installation. (if this is not possible go straight to STEP 2).

Important: Make sure you are connected to the internet.

Click: Windows Start > Settings > Control Panel > Add/Remove Programs > CyberPatrol (Remove). You will need to enter the headquarters password that is created by the person who installed the product initially. There is a hint option to help you remember and this was also created during installation.

STEP 2: (Choose the option that applies to you) Option A - If you have a CyberPatrol My Account:

If you have purchased online from CyberPatrol.com you will have a CyberPatrol My Account. Log into your My Account (or go to www.cyberpatrol.com and click on the link at the top of the page and log in) with your e-mail address, select 'CP Subscription Toolkit' and follow the Reinstall directions.

Option B - If you DO NOT have a CyberPatrol My Account:
This is likely if you have purchased a license from somewhere other than CyberPatrol.com. The license will need to be released either by performing an online uninstall as detailed in Step 1 or if that is not possible you will need to contact our Tech Support team. A license can only be re-used once it has been released. To install, refer to the installation instructions in your purchase confirmation.

E-mail us details of the license (serial number and activation code) you are attempting to reinstall using our online form and we will then release the license, enabling it to be re-used.

Once reinstalled it is strongly recommended you create a CyberPatrol My Account so that you can reinstall immediately in future and enjoy other My Account benefits. To do this: Open CyberPatrol HQ > (click) Online Administration > Current Subscription > My Account. You will then be given the option to add your license into a new My Account.

CyberPatrol stores the subscription serial number and activation code directly into the computer registry. If you uninstalled CyberPatrol without connecting to the internet our license server is not contacted and the license information is not removed. To correct this you MUST CONNECT TO THE INTERNET first and then UNINSTALL CyberPatrol via the Windows Start > Settings > Control Panel > Add/Remove Programs function. This will release the existing license information and enable you to reinstall using the reinstall instructions.

Firstly, you must have a trial version installed to use the transfer option. If your installation of CyberPatrol shows as having a full license (even if the subscription has now expired or been transferred away) then you will need to connect to the Internet and uninstall CyberPatrol, then reinstall the trial version from our web site www.cyberpatrol.com and follow the Transfer directions below.

Note: You can identify whether a full license is installed by the presence of an Activation Code in the CyberPatrol Subscription screen which can be accessed by Opening HQ, clicking the About? button then the View Subscription Details button. Trial versions serial numbers are 6 digits long and do not have activation codes.

Secondly, to get the transfer option you must log into the 'My Account' through the CyberPatrol HQ. To do this: Open the CyberPatrol HQ, Click on the 'About' button, Click the 'View Subscription Details' button, Click 'My Account'. By logging in through the HQ the software will send a small file to our web server which informs the server that you have a trial copy installed. This will allow the server to set up the transfer option.

TRANSFER DIRECTIONS:
1. Open CyberPatrol HQ
2. Click the About? button then View Subscription Details
3. Click the My Account button
4. Enter the HQ Password
5. Log into your My Account
6. Click Yes to view existing subscriptions
7. Select the license you wish to transfer and click the Transfer link
8. Follow the on-screen directions to complete the transfer.
9. Once complete, close the Browser and check the subscription details have updated.

This indicates that your subscription has been created but has not been activated by CyberPatrol Headquarters yet. To activate a subscription you need to assign it to an installation of CyberPatrol. You can do this either by following the Reinstall directions and transferring the license to a trial installation or by using the Download option next to the subscription to install.

Please note: You can only use the Download option if you DO NOT have CyberPatrol installed on the computer already and have not used that subscription before.

The easiest way to tell if you have a trial installed is that the Serial Number will be 6 digits and there will not be an Activation Code in your CyberPatrol software. To determine this:

Open CyberPatrol HQ toolbar: click Windows Start > Programs > CyberPatrol > Headquarters. This will open the HQ toolbar.

Then click Open HQ > 'About' > 'View Subscription Details'

Check the details shown here i.e.
Subscription Valid until:
Based on this computer showing today's date as being:
Serial Number:
Activation Code

CyberPatrol works with all the Internet Browsers listed in our System Requirements.

If you use the Mozilla Firefox Browser, CyberPatrol must be installed using the CyberPatrol.exe installer file because the One-Click-Install used for Buy Now installs and Upgrades is not compatible at present. If you are trying to download your newly purchased license then log into your My Account, click CP Subscription Toolkit and follow the directions on how to Reinstall. If you have purchased from somewhere other than CyberPatrol.com and do not have a My Account then contact CyberPatrol Tech Support for further assistance. If you are attempting to upgrade then go to our 14-day trial download page and download the installer file. You can run and install this over the top of your current version installation.

Some ISP browsers such as AOL use a non-standard Internet connection. If you are using the AOL 8.0 or 9.0 browser you must use CyberPatrol 6.2 or above  as earlier versions of CyberPatrol may not filter the Internet correctly when using this browser. If you do not have this version click HERE for upgrade instructions.

To download the full CyberPatrol installer file click here. When the window contents appear, double click the CyberPatrol77.exe file. When prompted, save this file to your hard drive and let the file download.

You should first check that your serial number is valid and the system date is correct. To do this: Open the CyberPatrol HQ toolbar and click 'About', then click 'View Subscription details'. Check that the 'Based on this computer showing today's date as being:' is correct and that you have been allocated a serial number. If the date shown is not correct then double click the system clock in the bottom right hand corner of your screen and change to today's date. Close the HQ toolbar and then re-open, click 'About', click 'View Subscription details', click My Account (you do not need to log in), minimize the browser and you should be assigned a 14 day evaluation license. If you see the 'License awaiting automatic activation' message then refer to the FAQ above.

Please note: If you have previously had version 6.x installed then the evaluation license information will be retained on that computer and may therefore have expired. Make a note of the evaluation license number and email it to support@cyberpatrol.com stating that you would like to re-evaluate the product.

For instructions on how to uninstall CyberPatrol

How to uninstall 4.x

How to uninstall 5.x

Log in with Admin Rights and make sure no other programs are running then press Ctrl + Alt + Del together. Select Task Manager.

Click on the Processes tab.
Highlight and End the following processes:

cpserver.exe
cpACtrl.exe
cpCCtrl.exe
CPHQ.exe

Once you have done that try and uninstall again via: Windows Start > Settings > Control Panel > Add/Remove Programs > CyberPatrol (Remove). You will need to enter the headquarters password that would have been created by whoever installed the product initially. There is a hint option to help you remember and this was also created during installation.

Customers with a valid CyberPatrol subscription (not a 14 day evaluation) can reset the HQ password (get Support Response) within their secure My Account. You will be required to enter a valid credit card for authentication purposes. CyberPatrol will limit the number of times a password bypass can be provided to 10 resets annually per My Account. To access this reset option, log into your My Account here, click on the CP Subscription Toolkit button and then click the Reset HQ Password button. Please be sure to read all of the information given and carefully follow the directions.

Customers evaluating the product using a 14-day trial will need to contact Tech Support for further assistance.

If this still does not help the situation then it is possible a corruption of some sort occurred during the original install, files may have been deleted and a required uninstall file is causing the process to just continue to run without any progress. What you will then need to do is to click on the link below to download the latest trial version of CyberPatrol Once downloaded, run the installer file and it will install over the top of your current version installation so that the damaged or missing files can be repaired. Once you have done this you should now be able to uninstall successfully.

If installed correctly CyberPatrol should not have any noticeable impact upon the performance of your internet connection.