Anonymizer Anonymous Surfing Customer Support

Step 1

Ensure the latest Anonymizer Program Version is installed.

• Find the Anonymizer icon in your system tray at the lower right side of your computer screen. Right click and choose the “Home” section.
• When your Anonymizer Home Page appears, choose the “About” section on the left side.
• Check that the following versions are listed:
  Anonymizer- 3.0.2.0
  AnonProxy- 6.6.1.0
• If you do not see these versions listed, “Restart” your computer and update your version of the Anonymizer software so that it reflects the versions listed above
• If your already have the versions listed above under the “About” section of your Anonymizer Home Page, exit the software by right clicking on the Anonymizer icon in your system try and choose “Exit” from the menu. Next, proceed to STEP 2 below.

Once you have verified your ACTIVE subscriptions and completed STEP 1 (only necessary for those who had programs listed that they do NOT have ACTIVE subscriptions for), please proceed to STEP 2 below.

Step 2

Ensure you are using a Compatible Browser.

Make sure that the version of the browser that you are currently using to access the Internet is listed in the chart below. Also, make sure that your Windows operating system (XP or Vista) is supported. Keep in Mind: Anonymous Surfing only supports 32 bit browsers.

Browser Type	Windows XP	Windows Vista	XP and Vista
Internet Explorer 7
Firefox 2
Firefox 3	**
Netscape Navigator 9
Opera 9
MSN 6
Avant 11
Safari 3

**Not fully supported

Step 3

Ensure your Browser is properly configured

Make sure that your browser settings are properly configured by following these steps. Make sure you follow the steps for the browser version and type that you are currently using.

1. Click the “Windows” icon (Vista) or the “Start” button (XP) in the lower left hand side of your computer screen.
2. Choose the “Control Panel” option from the right side menu. Click on the “Internet” section on the next page and then choose “Internet Options.” In Windows XP click on “Internet Options”.
3. Click on the “Connections” tab
4. Open each listing in the box underneath Dial-Up and Virtual Private Network Settings, as well as LAN settings, make sure that all the option boxes are unchecked

• In Firefox and Netscape go to “Tools”, “Options”, “Network”, “Settings”, and make sure that “Direct Connection” to the Internet or “No Proxy” is the only box checked.
• In Opera go to “Tools”, “Preferences”, “Advanced”, “Network”, and check Enable Automatic Redirection.

Step 4

Ensure your Firewalls are properly configured

Begin by going to the Web site below and following the steps for both the Windows Firewall and any other firewall you have installed on your system.

• http://www.anonymizer.com/support/anonymoussurfing/

If you do not see your Firewall configuration on the Web site, please ensure Anonymizer.exe and AnonProxy.exe are granted full access.

If you need further support after following the steps above, contact Anonymizer’s support department with the brand and version of your firewall. We will provide you with the proper configuration.

• NOTE: Even if your Firewall is OFF, some programs within the Firewall will still run and block access unless authorized by you to allow access. We do NOT recommend turning off your Firewall.

Step 5

Check for additional programs and settings

The following programs and settings could also be causing problems if they are not correctly configured. Please check to make sure that you have the proper fixes for these programs and settings.

• Do you have Zone Alarm Identity Protection?
  If so, please add the following URL to the “Identity Protection” area of the program, if installed.
  https://services.anonymizer.com/anx_handler.cgi?action=authentication
• Do you have the Google Toolbar installed?
  To see if you have this installed, open Internet Explorer and click on “Tools” and then “Manage Add-ons.” If the Google Toolbar appears in the list, disable it and then go to “Add/Remove Programs” or “Uninstall a Program” and follow the steps to remove it from your system.
• Do you have a dial-up accelerator?
  If so, please “exit” or “uninstall” the accelerator.
• Do you use the AOL browser?
  This browser does not support proxies and you will need to use an alternate browser to use our product.
• Do you use Zone Alarm ForceField?
  This program does not support external proxies and you will need to turn off Zone Alarm ForceField in order to use Anonymous Surfing. Please Note: Total Net Shield is compatible with ForceField. To find out the proper configuration, contact Anonymizer Support.

Step 6

Once you have completed Steps 1 thru 5 above, “Restart” your computer and your “Anonymizer Software.”

If you still receive an error message after you have completed STEP 1 thru STEP 6 from above, please contact Anonymizer’s customer support with the following information.

Providing answers to these 7 questions will help Anonymizer’s Support team provide you with the fastest solution.

1. What is the exact error message you are receiving?
2. What is your Operating System and version, for example Windows Vista Ultimate Service Pack 1 or Windows XP Professional Service Pack 3?
3. What versions (6, 7, 8, etc.) are your browsers?
   7, and/ or Opera 9?
4. What firewalls or other Internet Security programs do you use?
   including pop-ups, adware, viruses, registry changes, spyware, and any others.
5. What Anonymizer programs and versions do you currently have installed, if any? This will be listed in About on the Anonymizer Software and in Add/ Remove Programs(XP) and Uninstall a Program (Vista).
6. What Microsoft .NET Frameworks, versions, and sizes do you currently have installed?
7. What Microsoft Visual C++ entries, years, versions, and sizes do you currently have installed, if any?
   The easiest way to provide the answers to numbers to numbers 5 and 6 is with a screen shot of Add/ Remove Programs or Uninstall a Program. Follow the link below to learn how to take a screen shot.
   http://consumer.installshield.com/kb.asp?id=Q108297