US
Our Number on the download your antivirus page +1 (323) 395 2630
Standard Panda Support number +1 (844) 956 2648

UK
Our Number on the download your antivirus page (0)203 769 3439
Standard Panda Support number (0) 808 169 2280

Emphesize that the premium panda support is only related to support regarding panda products and not overall support like ours is


FOR MERGING ACCOUNTS WITH PEOPLE WITH MULTIPLE CUSTOMER NUMBERS
techsupport@us.pandasecurity.com
techsupport@uk.pandasecurity.com

Show how to download and install and activate Panda
Show uninstall/install without reboot - Use generic uninstaller and remove rav tmp file from c:/windows
Show how to whitelist other files for installation (With a warning that it is on the customers responsibility)
Show how to get customer number and activation code if they don't have an account- reset email through https://myaccount.pandasecurity.com/ let customer create new password then log in with new


Links to all the downloads

Dome
Panda Dome Essential - http://www.pandasecurity.com/pde
Panda Dome Advanced - http://www.pandasecurity.com/pda --------------- Our AnyTech365 Security Platform + Data Shield + Process Monitor (VPN NOT INCLUDED)
Panda Dome Complete - http://www.pandasecurity.com/pdc
Panda Dome Premium - http://www.pandasecurity.com/pdp

Old Products:
Panda Gold Protection - http://www.pandasecurity.com/gl
Panda Global Protection - http://www.pandasecurity.com/gp
Panda Internet Security - http://www.pandasecurity.com/is
Panda Antivirus Pro - http://www.pandasecurity.com/ap


(One person should always be available with salesforce incase customer has forgotten email and only has customer number OR activation code only [Then we cant reset it and see the customer number])

The Functions of Panda Dome Advanced + extra(Anytech365 Security) explained on a customer understanding level

• Scan
-Manually Scans the system for malicious files

• Antivirus
- It allows to monitor the state of the
protection of the device (Protected), to
carry out an on demand scan.It shows weekly statistics of malware,
apps that track your location, etc.

• Data Shield
- The Data Shield protection offers an extra
Layer of security against malware (i. e .
Cryptolocker) that tries to access sensitive
user data for malicious purposes ( theft,
deletion or encryption). It also allows the
user to define the location of data to protect
as well as the access permissions of installed
programs. To do so, the first time you open
the program, you will be shown the wizard to
enable the data protection.

• WiFi protection
Information about the Wi-Fi networks
to which you are connected (Name of
the network, Mac address of the router,
encryption, signal strength, ..).
 Device information: name or Mac,
manufacturer, date / time of
connection).
- In addition, this protection has been
optimized with the following features:
- *Audit of the domestic Wi-Fi network.
- Connection history. This, again, helps
identify possible intruders.
- Ability to identify computers with an
alias.
- Ability to block unknown computers
from accessing your computer

• Firewall
Blocks non authorized access by white/blacklisting certain ports

• Application Control
The Application control
feature allows you to
configure which programs
installed on your computer
may or may not be
executed.
- With the Application control
feature, a secure and closed
environment is set.
- The Application control not
only allows you to configure
which programs can be
run on your computer
but it also allows you to set the actions to be carried out when an unknown
program attempts to install itself. Thus, the application control may directly
block the program execution or ask for confirmation before proceeding with the
installation

• Parental Control
As its name suggests, the parental control included in the Panda Dome
products (Panda Dome Advanced, Panda Dome Complete and Panda Dome
Premium) is especially useful for parents and educational leaders to prevent
children and teenagers from accessing inappropriate web pages.
- Furthermore, an administrator user may apply filters to different Windows
users (standard or restricted) so that they can only access the type of pages
that the administrator has set for them. When a user logs on to Windows
with his account, Panda will apply the filter defined for that user, preventing
or allowing access to those pages accordingly.

• Safe browsing
Automatically detects fraudulent
phishing websites (those that imitate the
websites of banking entities with the
purpose of stealing banking data) and
servers that contain malware
It allows creating a list of trusted and
non-trusted websites. (Black and white
lists.)

• USB protection
It is a protection against the
automatic execution of malware
when inserting a USB drive.
The units can be vaccinated
manually and automatically

• Process monitor
The process monitor allows
you to check:
- Processes in progress or
that have been executed on
your computer.
- Web pages to which each
program has had access.
Activate or deactivate these
options from the Start menu,
Settings, Process Monitor
and put the activation box in
ON or OFF position.
This functionality catalogs all
processes as safe or unsafe. If
it detects that they are harmful
processes or that contain
malware, it blocks them and
prevents their access to the
Internet.






Activational error scenarios

- Invalid code error 9-905 - The customer has an invalid activation code -
Connect with tv and check their emails in order to verify that their acccount is activated
Check the the Dome screen and verify they are logged in
If they say they have a code a code should be present in their emails

- Code used already on to many machines error 9-906
Log in to their Panda MyAccount and then My products - They will see You have reached the maximum number of activations allowed. Click the Release button to reassign licenses.

- Panda wont install on the machine
Check minimum requierments and that another AV is not blocking the installation. Otherwise try generic uninstaller (The installation could have failed in the background) and try again.

- Old panda version is installed making it unable to install the new one -
use generic uninstaller http://www.pandasecurity.com/resources/tools/uninstaller.exe  reboot and then reinstall the product



If the customer recieves popups of renewal even though customer purchased another product - reinstall using generic uninstaller ( http://www.pandasecurity.com/resources/tools/uninstaller.exe ) contact panda support and ask to deactivate the old license