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Lists of frequently asked questions

Prior to the installation, we strongly recommend doing the following:

  • Install all the critical updates released by Microsoft for your operating system (updates can be downloaded from the Microsoft update site);
  • Use system tools to check the file system and fix problems, if any;
  • Close other running applications.

To run the installation in normal mode, use one of the following:

  • If the installation kit is a single executable file, launch the file.
  • If the installation kit is furnished on a branded disk, insert the disk into your optical drive. If autorun is enabled, the installation procedure will start automatically. If autorun is disabled, launch the autorun.exe file located on the disk. The autorun window will appear.

Then proceed with the following steps:

  • Press Install.

Follow the installation wizard instructions. At any installation step before file copying process is started you can use the two buttons:

  • Press Back to return to the previous step;
  • Press Next to move to the next step;
  • Press Cancel to cancel the installation.

In order to check the version number, right-click on the Dr.Web icon in the notifications area and select About. In the next window, you will see the Dr.Web version number and all the modules versions as well.

  1. Replace your license key for free to be able to use all the features of Dr.Web Security Space.

    ! A Dr.Web Anti-virus license key can also be used for Dr.Web Security Space, however the components included in Dr.Web Security Space but absent in Dr.Web Anti-virus will not work with the Dr.Web Anti-virus license key.

    The list of these components:

    • Spider Gate
    • Device access rules
    • Parental Control
    • Data Loss Prevention

    To replace your key, sign in to your My Dr.Web Portal for home (from the program or via the site), and in the active license's area of the License section—Active, click on Upgrade to Dr.Web Security Space free of charge.

    An email containing your new serial number and key file will be sent to your address. Read it.

    ! Free key replacement is only possible for Dr.Web Anti-virus licenses or Dr.Web Anti-virus + cryptographer licenses that are active (valid) at the moment of replacement.

    ! If you have a license that has not yet been activated, just register it—you'll be given a Dr.Web Security Space license immediately and you won't need to replace it.

    ! Once your license is replaced, your old license will be blocked in 30 days.


  2. Install Dr.Web Security Space. To do this:

    Download the Dr.Web Security Space distribution file. To do this, in your license's area of My Dr.Web Portal, click on "Download".

    #drweb

    Place the license key file in the same folder with the Dr.Web Security Space distribution file.

    Uninstall Dr.Web Anti-virus for Windows; to do this, open:

    • Windows 10
      Click on "Start" - "Parameters" - "Applications".
    • Windows 8 / 8.1
      Press "Win" + "X". In the newly appeared list, select "Programs and components".
    • Windows Vista / Windows 7
      Go to "Start" - "Control panel" - "Remove Programs".
    • Windows XP
      Go to "Start" - "Control panel" - "Add and Remove Programs".

    Find Dr.Web Anti-virus for Windows on the application list; select it, and click on "Uninstall".

    To transfer custom Dr.Web component settings to Dr.Web Security Space, do not clear the box "Dr.Web Anti-virus for Windows settings" in the "Parameters to save" window.

    #drweb

    Click on "Next".

    #drweb

    Enter the CAPTCHA code and choose to uninstall the application.

    Wait for the Dr.Web Anti-virus uninstall process to complete and make sure that you restart the computer.

    #drweb

    Install Dr.Web Security Space. To do this, open the distribution file.

    Confirm the system prompt to elevate privileges to administrator ones.

    #drweb

    If you want to change the list of components to be installed, for example, to add the Firewall, which is not installed by default, click on "Installation parameters".

    #drweb

    Click on "Next".

    The license file will be found automatically if it is located in the same folder with the distribution file.

    #drweb

    Otherwise, click on "Browse" and specify the file's location.

    Click on "Install" and wait for Dr.Web to finish installing to Dr.Web Security Space.

    Once installation is complete, restart the computer.

When purchasing our anti-virus, you obtain a certificate indicating which product the license you have bought is applied to. So, you need to install the product indicated.

There are two ways to do it:

  1. Disable anti-virus self-protection (right-click on the Dr.Web icon in the notifications area, select Disable self-protection, enter digits from the CAPTCHA and press Disable self-protection), then copy the drweb32.key key file from C:\Program Files\DrWeb (or the anti-virus installation folder) to a removable media. After that, locate the drweb32.key file path during the anti-virus installation the new OS.
  2. Download the latest Dr.Web version from our website and launch the installation. During the installation, enter your serial number; the key will be downloaded and installed automatically.

In this case, you need to download the latest anti-virus distribution file from our website and install it.

In default installation, all the anti-virus package components are automatically installed into C:\Program Files\DrWeb\ folder.

In custom installation, you can specify the list of components to be installed (e.g. you may choose not to install a firewall if you don’t need it), select installation folder and configure update server.

To have this error fixed, you need to download and install an update for Windows, and then restart anti-virus installation.

It is not allowed to install several anti-virus programs on one PC at a time — they will conflict with each other that may considerably slow down you PC or make it completely non-operational. If you have an anti-virus software already installed on your PC, but intend to install a new product from another vendor, then you need to remove the anti-virus program you have, prior to the installation.

If you wish to install another anti-virus program, you do it at your own risk, and become responsible for all the consequences because the consequences of such installation might be unpredictable including inability of your OS to boot as a result of two or more anti-viruses installed on your PC.

After you install any vendor’s anti-virus, Windows Defender is not disabled; it switches to the passive mode. This option is regulated by Windows; no anti-virus installed in your system (including Dr.Web) can affect Windows Defender's operation. This is one of Microsoft's requirements.

All versions of the Dr.Web anti-virus are tested by Microsoft. During the testing process, Microsoft specialists confirm whether an anti-virus meets all their requirements. Abnormal behaviour of Windows Defender may indicate operating system problems or that some third-party software you installed has compatibility issues with Dr.Web. In such situations, we recommend that you contact Doctor Web's technical support service for a thorough analysis of the situation.

The utility is not designed to be used as a main Dr.Web software uninstallation tool. Dr.Web Remover utility is a damaged Dr.Web version emergency removal tool. The anti-virus is recommended to be uninstalled with the standard Windows tools.

If the installed version of Dr.Web Anti-virus was damaged for some reasons and cannot be removed in a regular way — please use the Dr.Web Remover emergency removal utility. Run Dr.Web Remover, enter the code from the CAPTCHA (it is necessary in order to confirm that is the user, not application, who attempts to remove antivirus) and press Remove.

Like any other program, Dr.Web Anti-virus can be removed with standard operating system tools:

  • In Windows 2000/XP: From Menu–>Control Panel–>Add/Remove programs.
  • In Windows Vista/7: From Menu–>Control Panel–>Programs and Features.

If you were unable to remove the anti-virus in such a way, please use a special Dr.Web Remover utility, which can be downloaded here.

Dr.Web Remover is intended to be used to delete the results of incorrect/damaged installations of Dr.Web for Windows. The supported versions are 4.33, 4.44, 5.0, 6.0, 7.0, and 8.0. The utility can also be used with the same versions of Dr.Web Enterprise Suite client software when standard removal tools are not available or do not work.

The Exclusions section lets you launch legitimate applications whose ability to work could be hindered by the anti-virus as well as open websites that interest you but may be on the list of non-recommended sites.

Don't ever add Windows system directories, temp folders, torrent-tracker sites, file catalogues, or sites hosting illegal software and video content.

Any option can be changed, and any restriction can be removed.

Important! The more exceptions you add in the anti-virus settings and the fewer restrictions you set for applications and websites, the lower the system security will be.

Email addresses can be forged, instant messengers can be compromised, and sites and flash drives get infected. A source may seem reliable to you just because a friend told you about it. If Dr.Web gives you the danger signal, delete the file and never open the link.

Under normal circumstances, you should never do that. Disabling Dr.Web components can be very dangerous: while SpIDer Gate is disabled, the anti-virus isn't scanning traffic.

Go to Security Center → Exclusions → Website, and add the URL to the list.

You can use patterns to add multiple objects with a single list item.

Make sure that the performance issues you are experiencing really are being caused by Dr.Web scanning that specific application, and add its executable files to SpIDer Guard's exceptions. If that doesn't help, contact Doctor Web's technical support.

Right-click on the Dr.Web icon in the system tray, and select Security Center. Go to the Statistics tab, and select Detailed report. In the newly opened window, click on the event you are interested in. Look through the list to find information about the site or program being blocked. Add the URL or file/application to the exception list being used by the component that has been blocking it.

Go on Doctor Web’s site to find out more about the threat that’s been detected, and check whether the troubleshooting section in the application's documentation contains any mention of possible issues related to the anti-virus software. Then allow the application to be launched or block its launch. If you can't decide what to do, you should contact our support service.

Access to the site will be denied, and the block page will be displayed.

In the system tray, click on the Dr.Web icon, and select Security Center. Go to the Statistics tab, and select Detailed report.

Exceptions are defined separately for each component. To access the settings, go to Security CenterExclusions. Some options can be changed in the component settings (Devices and Personal Data, Parental Control, Preventive Protection).

Go to Security CenterExclusions; specify the application as an exception for all the components, or define the application's parameters in the Preventive Protection settings.

Both are aimed at keeping the anti-virus current to protect a computer against any and all threats, including the latest ones. The difference is that when only the virus databases are updated, you don’t need to reboot the system, but when the anti-virus components are updated, rebooting may often be necessary. We strongly recommend that you act on Dr.Web reboot notifications related to component updates because out-of-sequence updating may lead to a weakening of protection.

Rebooting is needed so that the updated Dr.Web drivers work properly with the operating system. Our competitors’ anti-virus solutions are updated in the same manner.

Doctor Web strives to release Dr.Web component updates, especially critical ones, as quickly as possible. After all, the reliability of the protection directly depends on the anti-virus’s ability to intercept and cure the latest threats and still operate error free. Experience shows that for each individual product, updates that require a reboot are being released no more than once or twice a month, the only exception to this being recently released program versions and those under active development.

In the window that notifies users that a reboot is required, you can choose when you want the system rebooted. You can choose to do it now or postpone it until a time convenient for you.

Just one Dr.Web database entry can lead to the detection of tens, or hundreds, or sometimes even thousands of similar viruses.

Moreover, the presence of Origins Tracing™ and structural entropy analysis in the Dr.Web anti-virus makes it possible to detect malicious programs that are so new they have yet to undergo analysis in the Doctor Web anti-virus laboratory.

The smaller number of virus entries (compared to some other anti-virus programs) even makes it possible to detect unknown viruses (i.e., those not in the virus database) with a high degree of certainty. These are viruses that will be created on the basis of existing viruses.

How do users benefit from the small size of the virus database and the fewer number of entries in it?

  • Hard drive space is conserved
  • RAM is conserved
  • Less Internet traffic is used when updates are downloaded
  • The virus database can be downloaded at high speed, and it can operate quickly when analysing viruses
  • Future viruses, those that will be created in the future by modifying existing viruses, can be detected

Thus, the fundamental difference between the Dr.Web virus databases and the virus databases of other anti-virus programs is that with its fewer number of database entries, the Dr.Web database allows as many (or even more) viruses and malicious programs to be detected.

Virus databases do indeed get larger with each update. But Dr.Web solutions use the most cutting-edge anti-virus database format so that as the virus databases get bigger, scan speed is not reduced.

Moreover, because the latest technologies are applied to Dr.Web solutions, the size of the virus databases can be reduced. This is because they exclude entries containing information about malicious programs that are automatically detected with the help of the newest technologies.

When an Internet connection is present, the anti-virus updates every 30 minutes by default (this is the most optimal setting).

When required, you can change this setting by doing the following: right-click on the Dr.Web icon located in the bottom-right corner of the system tray. Then, in the context menu, select Tools → Settings and go to the Updating tab.

Alternatively, you can update the anti-virus manually by right-clicking on the Dr.Web icon in the bottom-right corner of the system tray, and then selecting Updating in the context menu.

No, that’s not true. When you buy the anti-virus, you are paying not only for the program itself, but also for the right to get anti-virus database and module updates as well as the opportunity to contact the technical support service while your license is valid. Nobody will ever come after you for additional money! Proof of this can be found in the Dr.Web license agreement which you are invited to read before you install the anti-virus. Doctor Web assumes a number of obligations and guarantees the following:

‘Throughout the entire software usage period, the User is granted the right to receive through the Internet virus database updates as well as upgrades of the software modules as they are made available by the Rights Holder’.

The Dr.Web license agreement is a legal document that guarantees your rights as a consumer.

Hundreds of thousands of new viruses appear DAILY — and correspondingly, tens of thousands appear every hour. The overwhelming majority of them are modifications—brothers and sisters of existing viruses. Yes, the Dr.Web heuristic analyser and the Dr.Web behavioural analyser really do make it possible to detect with a high degree of probability that a file has been infected or is a Trojan itself. But “probably infected” does not mean “infected for sure”! This file will be declared a virus only after its virus signature has been added to the Dr.Web virus database.

But no anti-virus software vendor will ever guarantee you that today won’t be the day that somebody writes a brand new virus that can’t be detected by even the most perfect heuristic analyser.

As a rule, malicious programs reach their victims at the same time they reach the Doctor Web anti-virus laboratory for analysis, and in the case of the newest malicious programs (those not yet detected by any available mechanism), anti-virus analysts need time to develop and test a “cure”. Frequent updating makes it possible to minimise the time it takes for potential victims of criminal attacks to get hold of updates. Often ‘cures’ for malicious files are available, but have not yet been downloaded.

Unlike its competitors, Doctor Web’s principled position is to release updates as frequently as possible so as to minimise the time period during which new threats can pose a danger.

That is why the anti-virus databases need to be updated every time the computer is connected to the Internet or as frequently as possible if the connection is continuous.

First do the following:

  • Make sure that your computer is connected to the Internet.
  • If you are using a firewall, go into its settings and allow the drwupsrv.exe update module, located in the folder containing the installed Dr.Web software, to access the Internet.
  • If you access the Internet through a proxy server that requires authentication with a username and password, go to the settings and specify the proxy server’s address and port, and the username and password for it. To do this, right-click on the Dr.Web icon in the notification area, and select Tools –> Settings. In the next window, go to the Proxy server tab and configure the proxy server settings.

If after trying the above, you are still experiencing difficulties, please contact the Doctor Web technical support service and describe in detail how your computer connects to the Internet (note: if a proxy server is involved, please specify whether authentication is required, and whether your browser or Dr.Web update module is configured to be used via the proxy server).

The update mirror is the folder to which update files are copied. The update mirror can be used as the Dr.Web update source for other local network computers that are not connected to the Internet.

Click on the Dr.Web icon in the system tray, and in the Dr.Web menu, select Security Center;

  1. Click the padlock icon to allow the changes and click on the gear icon (Settings)
  2. Go to the Update tab and select Additional settings.
  3. Toggle the switch Update mirror to the On position. The mirror configuration window will open:

  4. Click on Browse and specify the folder to which updates are to be saved. It will be the update source for the other PCs in the local network.
  5. Address – is the address of the PC in the local network that will be used as the address for updating, via the anti-virus network, the other PCs in this network. Port is the port number that will be used to distribute updates.
  6. If your computer is connected to several subnets, you can specify an IP address that will only be accessible to one of the subnets. You can also specify the port on which the HTTP server will receive connection requests.
    • In the Address field, specify the host name or IP address in IPv4 or IPv6 format.
    • In the Port field, specify any free port.

First, on any computer with Internet access, copy the following 3 files—take them from a computer on which a standalone anti-virus requiring updating is installed:

  • drwupsrv.exe (the update utility). In the 11th and 12th versions of Dr.Web, it is located in the directory: C:\Program Files\Common Files\Doctor Web\Updater. When copying it to a PC running a 32-bit OS, it is important that the file bit also be 32-bit. For a 64-bit system, bit agreement is not required.
  • drwzones.xml (a file with update zones). In the 11-th and 12-th versions of Dr.Web, it is located in:
    - for Windows XP — C:\Documents and Settings\All Users\Application Data\Doctor Web\Updater\etc
    - for Windows Vista/7/8/8.1/10 — C:\ProgramData\Doctor Web\Updater\etc
  • The license key file.
    - For users of commercial licenses for business products – agent.key.
    - For users of home versions – drweb32.key.
    - It can also have the format SL123456789.key and be placed in the anti-virus installation directory, which by default is C:\Program Files\DrWeb.
    The key file can be downloaded from the email received after the initial serial number registration; in some cases — from the anti-virus installation directory C:\Program Files\DrWeb.

These files are necessary and sufficient to start creating an update mirror. In the example below, all of these files will be saved in the folder C:\mirror on a PC with Internet access.

The update utility has several operating modes and a myriad of parameters, which are described in the documentation. After placing all the above-mentioned files in the correct directory (in this case, C:\mirror), you must run the command prompt as administrator and set the following command in it:

C:\mirror\drwupsrv.exe -c download -s 90 --zones=C:\mirror\drwzones.xml -r C:\mirror\repo --key-dir=C:\mirror --data-dir=C:\mirror -l --log-dir=C:\mirror --verbosity debug

The parameters and their description

-c [ --command ] arg (=update)

The executable command: getversions — get versions, getcomponents — get components, update — update, uninstall — remove, exec — execute, keyupdate — update the key, download — download.

In our case, the update mirror must first be downloaded. Accordingly, the download mode is used for downloading.

-d [ --data-dir ] The path to the directory where the current product repository is located. In practice, indicating this parameter is very important if any version of the Dr.Web anti-virus is already installed on the PC where the mirror is being created.
--key-dir arg The directory serving as the location of the current key, without which the download from the zone will be impossible. If the parameter is omitted, the key is taken from the directory in which the updater itself is located.
-l [ --progress-to-console ] Display information in the console about the update utility’s operation. It can be convenient to track the updating process or the mirror’s creation in real time.
--log-dir arg Sets the utility’s regular log location directory with the default name — dwupdater.log. If this parameter is not specified, the log will still be recorded, but in its regular directory C:\ProgramData\Doctor Web\Logs, which is not always convenient.
The additional parameter --log-file allows you to specify a name for the log file that differs from the standard one.
-r [ --repo-dir ] arg The repository folder in which the update mirror will be downloaded. By default <data_dir>/repo
-s [ --version ] arg The name of the product list version. For all product versions, starting with 9.0, this parameter is 90. That means that this parameter will always be equal to 90 for 10.0, 11, 11.5, or 12.0.
-v [ --verbosity ] Sets the update utility’s log verbosity. It can have the following values: error (standard), info (advanced), debug (debugging).
--zones arg The path to the file containing a list of update areas (drwzones.xml). This tells the update utility where to download the mirror from.

Connecting via a proxy server

Option -g [ --proxy ] lets you specify the address of a proxy server for updating in the format <address>: <port>. Example

-g 11.22.33.44:3128
--proxy=11.22.33.44:3128

If, on the PC where the mirror is being created, a proxy server is used when connecting to the Internet, when you start creating the mirror from the command line, you need to set additional parameters:

C:\mirror\drwupsrv.exe -c download -s 90 --zones=C:\mirror\drwzones.xml -r C:\mirror\repo --key-dir=C:\mirror --data-dir=C:\mirror -l --log-dir=C:\mirror --verbosity debug --proxy=11.22.33.44:3128 --user=qwerty --password=qwerty

The parameters -u [ --user ] и -k [ --password ] allow you to specify the proxy server login and password, if available. Example:

-u qwerty -k qwerty
--user=qwerty --password=qwerty

  1. Click on the Dr.Web icon in the system tray, and in the Dr.Web menu, select Security Center.
  2. Click the padlock icon, allow the changes, and click on the gear icon (Settings).
  3. Go to the Update tab (or GeneralUpdate for version 11), and in the Update source section, click on Change.
  4. Specify the option Local or network folder (it contains the files of the created update mirror). For this option, you need to specify a user name (account login) and password, if one has been set. The login must contain a computer name in the local network and the full path to the folder.

Correct:

Test-PC\Administrator

Wrong:

Administrator

You can find out the name of the current computer in a variety of ways. The fastest one is the shortcut Win + Pause break. In the System Properties window – Computer name. You can also open the properties of any shortcut or file and go to the tab Details or Security. Another way to find out a local computer’s name is using the hostname command. You can find out the name of a remote computer by running ping with the parameter -a, for example: ping -a 11.22.33.44

In the Update source section, you can also select the option Anti-Virus Network. In the opened line, select the local address of the computer on which the Dr.Web product is installed and the update mirror is configured.

Similar to the download mode (download) the utility also has the update mode (update) and a corresponding set of parameters, some of which are unique for this mode.

To run the utility in the update mode, the parameter -c [ --command ] with the update value is used.

To initiate updating from the mirror that is, in this example, located in the folder C:\mirror\repo:

C:\mirror\drwupsrv.exe -c update -r C:\mirror\repo -l --log-dir=C:\mirror --verbosity debug

Important! Updating the anti-virus from the mirror using the update utility in command line mode has its own characteristics. The anti-virus installed on the computer will not record such a launch of the update utility. The databases and components will be updated, but the main control anti-virus service "will not find out" about it. Similarly, only using the update utility log can you find out whether the updating process occurred correctly. It follows from this that when using a similar way to update the product, you may receive the error "The virus databases are outdated", when in fact they will be updated. This feature is related to the anti-virus architecture. Launching the update utility separately from the control services is a process that is required only for service purposes.

Usually, it is recommended that you use the standard way to update via the interface.

Certified versions can be updated using one of two methods:

  1. Via the mirror created by a certified version of the product.
  2. Using the drwzones.xml file that leads to certified zones.

Versioning and the originality of files is very important if a certified product is installed on an isolated computer. Updating a certified version via the mirror that was created by the actual (release) version of the anti-virus will change the checksums of the executable files and lead to the loss of Information Security System certification status. The drwzones.xml file, taken from the anti-virus that was installed from a certified distribution, will contain its own update zone. During the mirror creation process, it will be used to load database and component updates. Using a release drwzones.xml will lead to the loss of the certified status.

To minimise the risks of damaging files when transferring them manually to the directory from which updates will be downloaded, we recommend using a file manager with a binary data transfer mode when transferring a folder. An alternative solution is to transmit files in an archive.

Anti-virus update downloads can include updated anti-virus databases as well as application files. In the latter case, a system restart may be required to apply the update. And in this case, the corresponding notification will appear.

The user can restart the system immediately—by closing all the running applications and pressing the Restart now button. They can also make the anti-virus show the notification later or schedule a system restart. To use either of the two latter options, first select Remind me later.

You can set the reboot time to occur within the next 24 hours.

Users are also able to restart the system on their own whenever they want. For example, go to Start → Shut down or sign out→ Restart/Shut down.

Important! Selecting the option to enter sleep mode or switching user accounts won't restart the system so that the pending updates are applied.

Important! Pressing the power button on a tablet or laptop will make the device enter sleep mode. To apply updates, restart the system using any of the available methods (including the restart option in the anti-virus notification pop-up).

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The Russian developer of Dr.Web anti-viruses
Doctor Web has been developing anti-virus software since 1992
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Dr.Web © Doctor Web
2003 — 2021

Doctor Web is the Russian developer of Dr.Web anti-virus software. Dr.Web anti-virus software has been developed since 1992.

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