

CompuTrace( Theft Recovery Software
User Guide



Absolute Software Corporation
1212 West Broadway, Suite 304
Vancouver, BC Canada  V6H 3V1
www.computrace.com


CompuTrace License Agreement
IMPORTANT NOTICE TO USERS: CAREFULLY READ THE FOLLOWING LEGAL AGREEMENT.  USE OF THE SOFTWARE PROVIDED WITH THIS AGREEMENT (THE "SOFTWARE") CONSTITUTES YOUR ACCEPTANCE OF THESE TERMS.  IF YOU DO NOT AGREE TO THE TERMS OF THIS AGREEMENT, PROMPTLY REMOVE THE SOFTWARE TOGETHER WITH ALL COPIES FROM YOUR COMPUTER AND RETURN THE SOFTWARE TO THE PLACE YOU OBTAINED IT.  USER'S USE OF THIS SOFTWARE IS CONDITIONED UPON COMPLIANCE BY USER WITH THE TERMS OF THIS AGREEMENT.
License Agreement
1.  LICENSE GRANT.  Absolute Software grants to you a non-exclusive, non-transferable right to use the SOFTWARE on an agreed upon  number of user computers.  The SOFTWARE is COMPUTRACE.  This license to use the SOFTWARE is conditioned upon your compliance with the terms of this Agreement.  You agree you will only copy the SOFTWARE into any machine-readable or printed form as necessary to use it in accordance with this license or for backup purposes in support of your use of the SOFTWARE.  This license is effective until terminated.  You may terminate it at any point by destroying the SOFTWARE together with all copies of the software.  Also, Absolute Software has the option to terminate, without notice, if you fail to comply with any term or condition of this Agreement. You agree upon such termination to destroy the SOFTWARE together with all copies of the SOFTWARE.
2.  COPYRIGHT.  The SOFTWARE is protected by copyright laws and worldwide international treaty provisions.  All titles and copyrights in and to the SOFTWARE (including but not limited to images and text incorporated into the SOFTWARE), the accompanying printed materials, and any copies of the SOFTWARE, are owned by Absolute Software or its suppliers.  You acknowledge that no title to the intellectual property in the SOFTWARE is transferred to you.  You further acknowledge that title and full ownership rights to the SOFTWARE will remain the exclusive property of Absolute Software or its suppliers, and you will not acquire any rights to the SOFTWARE except as expressly set forth in this license.  You agree that any copies of the SOFTWARE will contain the same proprietary notices which appear on and in the SOFTWARE.  You may not copy the printed materials accompanying the SOFTWARE.
3.  REVERSE ENGINEERING.  You agree that you will not attempt to decompile, reverse assemble, reverse engineer, modify, translate, or disassemble the SOFTWARE in whole or in part.
4.  OTHER RESTRICTIONS.  You may NOT:  (a) transfer, rent, lease, or sublicense the SOFTWARE; (b) make any telecommunications data transmission of the SOFTWARE; or (c) permit use of the SOFTWARE in a:  (i) computer service business; (ii) network; (iii) timesharing; or (iv) multiple CPU or multiple user arrangement unless all CPUs and/or users are properly individually, or site licensed, by Absolute Software.
5.  LIMITED WARRANTY.   Absolute Software does not warrant that the SOFTWARE will meet your requirements or that operation of the SOFTWARE will be uninterrupted or that the SOFTWARE will be error-free.  While Absolute Software has made reasonable effort to ensure that the SOFTWARE works with a licensee's computer, Absolute Software cannot check every possible combination of equipment/software available or that is subsequently installed by the licensee.  Any implied warranties relating to the SOFTWARE are limited to thirty (30) days.
6.  CUSTOMER REMEDIES.  If the SOFTWARE does not conform to the limited warranty in Section 5 above ("Limited Warranty"), Absolute Software's entire liability and your sole remedy shall be, at Absolute Software's option, at an additional cost to the licensee, either to (a) correct the error or (b) help you work around or avoid the error.  The Limited Warranty is void if failure of the SOFTWARE has resulted from accident, abuse, or misapplication.  Any replacement SOFTWARE will be warranted for the remainder of the original Limited Warranty period.
7.  NO OTHER WARRANTIES.  ABSOLUTE SOFTWARE DOES NOT WARRANT THAT THE SOFTWARE IS ERROR FREE.  EXCEPT FOR THE EXPRESS LIMITED WARRANTY IN SECTION 5 ("LIMITED WARRANTY"), ABSOLUTE SOFTWARE DISCLAIMS ALL OTHER WARRANTIES WITH RESPECT TO THE SOFTWARE, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OF THIRD PARTY RIGHTS.  SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU.  THIS WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM JURISDICTION TO JURISDICTION.
8.  SEVERABILITY.  In the event of the invalidity of any provision of this license, the parties agree that such invalidity shall not affect the validity of the remaining portions of this license.
9.  NO LIABILITY FOR CONSEQUENTIAL DAMAGES.  IN NO EVENT SHALL ABSOLUTE SOFTWARE OR ITS SUPPLIERS BE LIABLE TO YOU FOR ANY CONSEQUENTIAL, SPECIAL, INCIDENTAL OR INDIRECT DAMAGES WHATSOEVER (INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION, OR ANY OTHER PECUNIARY LOSS) ARISING OUT OF THE DELIVERY, USE OR INABILITY TO USE THE SOFTWARE, EVEN IF ABSOLUTE SOFTWARE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.  IN NO EVENT WILL ABSOLUTE SOFTWARE'S LIABILITY FOR ANY CLAIM, WHETHER IN CONTRACT, TORT OR ANY OTHER THEORY OF LIABILITY, EXCEED THE LICENSE FEE PAID BY YOU, IF ANY.
10.  GOVERNING LAW AND JURISDICTION.  This license will be governed by the laws of the Province of British Columbia.  The licensee submits to British Columbia as the jurisdiction in which all disputes shall be tried.
11.  ENTIRE AGREEMENT.  This is the entire agreement between you and Absolute Software which supersedes any prior agreement or understanding, whether written or oral, relating to the subject matter of this license.

Trademarks and Disclaimers
Information in this document is subject to change without notice.  No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Absolute Software Corporation.  Absolute may have patents or pending patent applications, trademarks, copyrights, or other intellectual property rights covering subject matter in this document.  The furnishing of this document does not give you license to these patents, trademarks, copyrights, or other intellectual property except as expressly provided in any written license agreement from Absolute.
Absolute Software Corporation 1997.  All rights reserved.
Absolute, CompuTrace, CompuTrace Theft Retrieval System, CompuTrace Theft Recovery Procedure, CompuTrace Theft Recovery Officer , CompuTrace Monitoring Center, are either registered trademarks or trademarks of Absolute Software Corporation.  MS-DOS, Windows 3.x, Windows for Workgroups, Windows 95 are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. 
Printed in Canada.
021497368

Introduction

Welcome to CompuTrace
CompuTrace( is a revolutionary, software-based security system for tracking, locating, and recovering lost or stolen personal computers.  At Absolute Software, we know that in spite of your best efforts to protect your computer equipment, you may one day find yourself a victim of theft.  In fact, over $10 billion dollars worth of computer equipment was stolen last year in North America alone. When you install CompuTrace on a computer, you greatly improve your chances of recovering that machine - and its valuable data - if it is stolen.

When you install the CompuTrace software on your computer, a monitoring program called an Agent is hidden on your hard drive, undetectable by you or anyone else using the computer.   Once CompuTrace is installed and registered with Absolute Software, it continuously monitors the location of your equipment.  

* At regular intervals, the Agent silently calls the CompuTrace Monitoring Server and reports its CompuTrace Electronic Serial Number (ESN).

* When the owner of the computer notifies Absolute that their machine has been stolen, the CompuTrace Server is alerted.  The next time the Agent calls in, the source of the call is tracked and immediately reported to the local authorities.  From that point, it is a simple matter for the police to obtain the address of the caller from the local phone company and retrieve your computer!


 Hardware and Software Requirements
 CompuTrace will work with the following hardware:
 
* Windows-compatible PC with a 486 or higher processor.

* MS-DOS or PC-DOS 5.0 or higher (including the version of DOS installed with Windows 95.)

* Microsoft Windows 3.1, Windows for Workgroups, or Windows 95.

* Minimum 300 megabyte hard drive.  (The CompuTrace software takes up very little room on your hard drive; however, due to technical considerations the program requires a hard drive with a total capacity of at least 300 megabytes.)

* Most popular Hayes-compatible modems.
 
Chapter 1.  Installing CompuTrace
 In this chapter you will learn how to register your CompuTrace software with Absolute's Monitoring Service, how to prepare your system for CompuTrace, and how to install the software.  

 Registering with CompuTrace
 Before CompuTrace can monitor the location of your computer, you must first register with the CompuTrace Monitoring Service at Absolute Software using one of the following methods:
 
* Load the file REGISTER.TXT into an editor or word processor such as Windows Notepad or Microsoft Word.  (This file was copied to your CompuTrace directory during installation.)  Complete the form and send it to Absolute Software via email (help@absolute.com) or fax (604-730-2621.)

* If you have access to the Internet, use your favorite Web browser to visit Absolute Software's Web site at http://www.computrace.com.  Follow the online registration instructions.

* Call Absolute Software's Customer Service Department at 1-888-771-7790 to register by phone.

Pre-Installation Checklist
Before you install the CompuTrace software, be sure to perform the follow steps:  

1.  Use a virus-scanning program to make sure that you do not have a virus on your hard drive.

2.  Disable any resident virus protection software.  After the CompuTrace is successfully installed, you can re-enable your virus software.  

A resident program is one that loads during bootup and works in the background without additional effort on your part.  If you are not sure whether your virus software runs in resident mode, check the documentation that accompanies the program or contact the publisher.

3.  Verify that your modem is working properly and that it is connected to an active phone line.

4.  Prepare a description of your computer equipment, including the manufacturer, the model, and serial number.  (This information must be provided during installation.)

5.  Register your software with Absolute Software's CompuTrace Monitoring Service using one of the methods described in the previous section.

IMPORTANT
If you do not follow the pre-installation instructions, the CompuTrace software may not be properly installed on your computer and/or the CompuTrace Agent may be unable to track your equipment if stolen.

Installing CompuTrace

1.  Insert the CompuTrace diskette in your computer's 3.5" floppy drive (usually drive "A") and select Start, then Run, from the Task Bar (in Windows 95) or Run from Program Manager's File menu (if you are using an earlier version of Windows.)

2.  Type A:\CTM.EXE and click OK.

3.  Click the Install button, then follow the online instructions. 

Set Password Screen
During the installation process, you are asked to select a password which you  need to enter each time you run CompuTrace Manager.  By requiring a password to run the program, unauthorized users are prevented from disabling the software or otherwise interfering with its ability to track the location of your hardware. 

1.  Choose a password that is at least five characters long.  Your password can be a combination of letters and/or numbers and is not case-sensitive.

2.  Enter it in the Password field of the Set Password dialog, then re-type it in the Confirm field.  

Each time you type the password, it appears as a series of asterisks to prevent others from seeing what you type.  Do not select a password that others might easily guess, such as your name, your birthday, or the name of your child or pet.  Remember that your system is only as secure as the password you choose to protect it!

3.  When you are done, click Next.

CompuTrace Setup Screen
On the Setup screen (shown below in Figure 1) you are asked to provide your CompuTrace Electronic Serial Number and some identifying information about your computer.  When you are done, click Finish to complete the installation.  

Electronic Serial Number (ESN)
Each computer that is protected by CompuTrace Theft Recovery Software is assigned a unique CompuTrace Electronic Serial Number (ESN.)  During the installation process, you must enter this number in the ESN# field on the Install CompuTrace/CompuTrace Electronic Serial Number dialog. 

Your ESN can be found on the registration card included in the software package.  If the software has previously been installed on a computer (and the original ESN assigned to that machine), you must contact CompuTrace Customer Service at 1-888-771-7790 to obtain a new number.  
              
Figure 1. CompuTrace Setup screen.

Computer Make, Model, and Serial Number
In the event your computer is stolen, the identifying information you provide during installation can help recover your property.  

Computer Asset Number
If the computer belongs to an organization that tracks each piece of equipment through a unique "asset number", that number can be included here.  The asset number will be recorded by Absolute Software for potential use in identifying the computer, if it is stolen.   Use of an asset number is optional.

Restart after Installing Option
After installing the CompuTrace software, you must restart your computer in order for changes made by the installation program to take effect.   If the "Restart after installing" option is selected, your computer is restarted automatically when the installation process completes.  If you disable this option, you must manually restart your computer.  

Modem Options
The CompuTrace Advanced Options screen (shown below in Figure 2) is displayed by clicking the Modem Options button on the CompuTrace Setup screen.  On this screen you can specify a Predial String and verify that CompuTrace is able to communicate with your modem.  
When you are done with each screen, select Back to return to the CompuTrace Setup screen.

Predial Strings
A "predial string" is one or more numbers that you must dial before placing an outgoing call.  

* If your phone system does not require a predial string (for instance, if your computer is connected to a typical, residential phone line), select Direct Dial.  

* If your phone system requires that you dial 8 or 9 to get an outside line, which is common when dialing from a corporate phone system, select PBX (8 to get line) or PBX (9 to get line).  

* If your phone system requires a predial string other than 8 or 9, select Custom Predial and enter the necessary string in the Custom Predial field. Be sure to include "1800" at the end of your Custom string.  (CompuTrace dials a toll-free, "800" number, but the prefix "1" and the area code "800" are not automatically entered in the Custom Predial field.)

Example:

If your phone system requires you to dial "123" before dialing a telephone number, your custom predial string would be "1231800."
If this option is set incorrectly, the CompuTrace Agent tries to dial out using the other default predial strings. 
       
Figure 2.  CompuTrace Advanced Options screen.
Verify Modem Operation
During the installation, you can test the ability of your modem to dial out and connect with the CompuTrace Monitoring Server.  To perform a test call:

1.   From the Verify Modem Operation dialog, click Start. 

2.   To halt the test before it completes, click Stop.

You can follow the progress of the test via the information that appears in the Status field.  If you experience a problem during the test, see "Resolving Connection Problems" in Chapter 3 - Troubleshooting.

IMPORTANT
As a security precaution, the CompuTrace files are not copied to your hard drive during installation.  As a result, the files are not visible to other individuals who use your computer.  On the rare occasions when you need to make a change to your CompuTrace configuration, you need to run the CompuTrace Manager from your CompuTrace diskette. 
When the Installation Process Completes
If you disabled the "Restart after installing" option on the CompuTrace Setup screen, you must manually restart your computer.  CompuTrace does not begin protecting your machine until it is restarted.

Also, it is important that you verify that CompuTrace has been properly installed and activated by running the CompuTrace Manager and performing a test call to Absolute Software.  (See "Verifying that CompuTrace is Activated" in Chapter 2 - Using CompuTrace Manager.)

Chapter 2.  Using CompuTrace Manager

Once CompuTrace is installed, its Agent loads automatically each time you restart your computer.  To make changes to the software or to verify that CompuTrace can monitor the location of your computer by calling into the CompuTrace Monitoring Server, run CompuTrace Manager.

Verifying that CompuTrace is Activated

As soon as you complete the installation process and restart your machine, the Agent automatically places a test call to the CompuTrace Monitoring Server.  At this time you should run CompuTrace Manager to verify that your computer can successfully dial into the CompuTrace Monitoring Server and report its Electronic Serial Number.  

1.  Insert the CompuTrace diskette in your computer's 3.5" floppy drive (usually drive "A") and select Start, then Run, from the Task Bar (in Windows 95) or Run from Program Manager's File menu (if you are using an earlier version of Windows.)

2.   Type A:\CTM.EXE and click OK.

3.   Click the Manage button.

4.   Type the password you chose during installation. 

CompuTrace Manager's Status screen is displayed. 

5.   As the CompuTrace Agent automatically calls the Monitoring Server, watch the Next Call Date and Last Call Date fields.  Initially, these fields say "initial call" and "unitialized," respectively.  When the test call completes successfully, these fields change to indicate the time and date that the Last Call was made and the time and date that the Next Call will be made.  During this test call the Agent Mode setting also changes from Alert to Active.

Once you see that the above changes have taken place, you know your computer is protected by CompuTrace.  If this test call is not successful (and the Next Call Date and Last Call Date fields do not change to indicate a time and date), refer to "Resolving Connection Problems" in Chapter 3 - Troubleshooting.  

NOTE
If your computer takes a particularly long time to start up (for instance, if you load many programs in your Windows StartUp group), the test call may complete before you run CompuTrace Manager.  If the Next Call Date and Last Call Date fields already display a time and date, the test call was successful. 
Configuring CompuTrace 
Once CompuTrace is installed, you can make changes to the program's configuration or test its monitoring capabilities by running CompuTrace Manager.  After starting CompuTrace Manager from your floppy disk as described in the previous section, select Manage from the main screen.  The screen that appears includes the following options.

Status Screen
The Status screen (shown below in Figure 3) provides the following information:

* The Agent Status checkboxes indicate whether the Agent is installed on your system and whether it is currently active in memory.

* The Agent Mode radio buttons indicate the current mode of the CompuTrace Agent.  In Alert Mode, the Agent is in memory and in the process of making a silent, outgoing call to the Monitoring Server. In Active Mode, the Agent is in memory and waiting to make a call. If a problem exists, Requires Support is selected; you should call CompuTrace for assistance.  

* The CTM Build and Agent Build fields tell you the version of the CompuTrace software that is installed on your computer.  If you should require technical assistance, this information will be useful to the technician.

* The Next Call Date and Last Call Date fields tell you the time and date that the Agent will next attempt to dial out and log into the Monitoring Server and the time and date of the last call.

* The ESN field provides your CompuTrace Electronic Serial Number for easy reference.
         
 Figure 3.  CompuTrace Status screen.
 Test Screen
 From the Test screen, you can initiate a test call at any time by clicking Start.  The CompuTrace Agent immediately initializes the modem and attempts to place an outgoing call to the CompuTrace Monitoring Server.  While a call is in progress, the Stop button is highlighted.  To halt the test before it completes, click Stop. 
 
 While a call is being made, you can follow the progress of the test by reading the information that appears in the Status field.  If you experience a problem during the testing process, see "Resolving Connection Problems" in Chapter 3 - Troubleshooting.
 
 Options Screen
 The Options screen allows you to make the following changes to your system:

* Select a default predial string or enter a custom predial string.  (See the section "Predial Strings" in Chapter 1 - Installing CompuTrace.)

* Edit your modem initialization strings.

A "modem initialization string" is a series of commands that are sent to a modem by a communications program when initiating a call.  Most modems work fine with the default strings (ATQ0V1X4S6=4S7=50M0 and ATX4M0) that appear in the Modem Initialization Strings fields. If the CompuTrace Agent is unable to establish a connection with the CompuTrace Monitoring Server, you may need to alter these strings.  For assistance, refer to your modem documentation or contact your modem manufacturer.

* Upgrade your CompuTrace software to a newer version.

If you receive a new version of CompuTrace from Absolute Software, run the new version from a floppy disk, then select Manage, Options, Upgrade Version. Your computer will restart and the new version of the CompuTrace Agent will be loaded into memory.

         
 Figure 4.  CompuTrace Options screen.

 Remove Screen
 From the Remove screen, you can remove the CompuTrace Agent from your computer.  Once you remove the agent from your system, you must contact CompuTrace Customer Service at 1-888-771-7790 if you want to reinstall it.  Although the installation program will accept an ESN that has been previously used on this or another computer, the number is no longer valid.  Unless you contact CompuTrace to obtain a new number, your equipment will not be protected.
 If you are certain you want to remove CompuTrace, click OK on the Remove dialog, then restart your computer to remove the CompuTrace Agent from memory.  If you do not want to remove CompuTrace, click Cancel.

 IMPORTANT
 If the CompuTrace Agent is removed from your computer, your system is no longer protected.  In the event of a theft, Absolute is unable to track and locate your computer.

 About Screen
 The About screen provides information about the version of CompuTrace software installed on your system as well as information on contacting Absolute Software.  

 What to do if your Computer is Stolen
 In the event you find that your CompuTrace-protected computer has been stolen, immediately take the following steps.

 1.  Call the Police and inform them that CompuTrace is installed on the computer.
Do not touch anything in the vicinity of the break-in.  Be prepared to provide information on the type of computer equipment stolen (including serial numbers) and its estimated value.

 2.  Fill Out the CompuTrace Theft Report. 
Fill out the Theft Report Form in your CompuTrace User Guide or send a copy of the Police report to Absolute's Customer Service Department via email at help@absolute.com or fax at 604-730-2621.  Much of the information requested on the form can be obtained from your police report.

 3.  Call Absolute Software's Theft Hotline at 1-800-81-THEFT.

Your case is assigned to a Theft Recovery Officer who will take your report and personally oversee the recovery of your computer.  In addition, the CompuTrace Monitoring Server is immediately advised that your computer has been stolen.  The next time your computer contacts our Monitoring Server, we will trace the telephone number from which the call originated and forward that information to you, your company's security department, or to law enforcement authorities, depending on your instructions.
 
 
Chapter 3.  Troubleshooting
 At Absolute Software, our goal is to provide you with a product that is simple to use and yet offers sophisticated security for your computer equipment.  Once the program is installed and its few configuration options properly set, it protects your computer with no additional effort on your part.  
 In the unlikely event you experience a problem connecting to the CompuTrace Monitoring Server, refer to the following section for assistance.  
 
 Changing the CMOS
 Most computers are configured to boot from drive 'A', then from 'C'.  You should run your computer's CMOS setup program and configure the system to boot directly from drive 'C'. Additionally, you should enable password protection on your system to prevent an unauthorized user from running the CMOS setup program and changing the boot drive back to 'A'.
* Use your CMOS setup program to set your boot drive to 'C' and to "password protect" your system.

 Resolving Connection Problems
 After you install the CompuTrace software and restart your machine, the CompuTrace Agent initiates a test call to the CompuTrace Monitoring Server.  You can also initiate a test call yourself at any time by selecting CompuTrace Manager's Test button.
 
 Modem Initialization
 When a test call is initiated, the Agent attempts to initialize the modem, a process which prepares the modem to make an outgoing call.  During initialization, a series of Diagnostic tests are performed.  If CompuTrace reports an initialization error:
 
* The software may not be able to detect a modem.  
Make sure that your modem is properly installed and/or connected and configured as COM1, COM2, COM3, or COM4.  If your modem is an external model, make sure the power supply is plugged into the wall and the modem is switched on.
 
* Another software program may be using the modem.
If another communications program has control of the modem (and its COM port), close out that application and initiate another CompuTrace test call.

* The modem may require an alternate initialization string.
Most modems can use CompuTrace's default initialization strings.  If your modem cannot, you must provide a custom string.  Check the documentation supplied with your modem or check with the manufacturer for the correct string.
 
 Connecting to the Server
 If your modem initializes but fails to successfully connect to the Monitoring Server (the Waiting for Connect messages does not go away):
 
* The modem may not be connected to a live phone line.
Make sure that the modem is connected to a phone line and a dial tone is present.

* Your phone system may require a custom predial string.
When making an outgoing call to the Server, the CompuTrace Agent first tries to dial out using the default predial string as defined on CompuTrace Manager's Options screen.  If this predial string does not work, the software will try the other three commonly used strings.  In most cases, one of these four strings will work.  However, if your phone system requires a non-standard predial string, you need to enter it in the Custom Predial String field on the Options screen. 

If the above suggestions do not resolve your connection problem, contact CompuTrace Technical Support.
"Viral Shield Active" Message
If you see a message indicating that a viral shield program is active on your computer, one of three conditions exists:

* You are attempting to install the CompuTrace software on a computer that is protected by a resident virus shield program.  You must disable the virus protection software and restart your machine before installing CompuTrace.
 
* Your computer is infected with a virus.  Use a virus scanning and cleaning program to identify and remove the virus before installing CompuTrace.  
 
* You are attempting to install CompuTrace over an existing version of the software.  If CompuTrace is already installed on your computer, use the Upgrade Version feature (described on page 11) to install a new version rather than CompuTrace Manager's Install option.
Contacting Technical Support
Absolute Software is proud to offer free, unlimited technical support to our users Monday through Friday between 6:00 a.m. and 6:00 p.m., Pacific Standard Time. 
If, after reviewing the information in this chapter of the User Guide, you are unable to resolve a problem, feel free to contact our Technical Support Line at the following telephone numbers: 

Voice 	1-888-771-7790
FAX  	604-730-2621  (Attn: Technical Support)
Email	help@absolute.com
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CompuTrace Theft Recovery Software	


