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a guest Jul 18th, 2019 54 Never
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  1.  
  2. FOR MERGING ACCOUNTS WITH PEOPLE WITH MULTIPLE CUSTOMER NUMBERS
  3. techsupport@us.pandasecurity.com
  4. techsupport@uk.pandasecurity.com
  5.  
  6. Show uninstall/install without reboot - Use generic uninstaller and remove rav tmp file from c:/windows
  7. Show how to whitelist files for installation
  8. 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
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  11. Links to all the downloads
  12.  
  13. Dome
  14. Panda Dome Essential - http://www.pandasecurity.com/pde
  15. Panda Dome Advanced - http://www.pandasecurity.com/pda --------------- Our AnyTech365 Security Platform
  16. Panda Dome Complete - http://www.pandasecurity.com/pdc
  17. Panda Dome Premium - http://www.pandasecurity.com/pdp
  18.  
  19. Old Products:
  20. Panda Gold Protection - http://www.pandasecurity.com/gl
  21. Panda Global Protection - http://www.pandasecurity.com/gp
  22. Panda Internet Security - http://www.pandasecurity.com/is
  23. Panda Antivirus Pro - http://www.pandasecurity.com/ap
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  25.  
  26. (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])
  27.  
  28. The Functions of Panda Dome Advanced (Anytech365 Security) explained on a customer understanding level
  29.  
  30. Emphesize that the premium panda support is only related to support regarding panda products and not overall support like ours is
  31.  
  32. error codes and what to do about them
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  36.  
  37. Activational error scenarios
  38.  
  39. - Invalid code error 9-905 - The customer has an invalid activation code -
  40. Connect with tv and check their emails in order to verify that their acccount is activated
  41. Check the the Dome screen and verify they are logged in
  42. If they say they have a code a code should be present in their emails
  43.  
  44. - Code used already on to many machines error 9-906
  45. 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.
  46.  
  47. - Panda wont install on the machine
  48. 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.
  49.  
  50. - Old panda version is installed making it unable to install the new one -
  51. use generic uninstaller http://www.pandasecurity.com/resources/tools/uninstaller.exe  reboot and then reinstall the product
  52.  
  53.  
  54.  
  55. 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
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