How To Install Panda Antivirus For Mac

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Panda Antivirus and Panda Antivirus Server for Mac Support Tips FOR Panda INTERNAL USE ONLY! (Please NEVER send the link for this page to end users) Welcome to the Support tips page for Panda Staff. Technical support for end users using Panda Antivirus for Mac is exclusively handled by Panda staff at This page is more about the Panda Antivirus for Mac and Panda Antivirus Server for Mac software. Click on the link for specific information regarding solutions. This page will be regularly updated with new information as needed. (Last modification done on 2011-11-30 @ 04:27:47 PM) See also the. Check if you are dealing with a Panda Antivirus for Mac or a Panda Antivirus Server for Mac case.

For questions related to Installation, Serialization, Subscriptions, Updates or Uninstallation, read this section: otherwise, skip to the next one. Installation:. Make sure the customer is using an up-to-date version of Mac OS X 10.5.8 (Leopard), Mac OS X 10.6.8 (Snow Leopard) or OS X 10.7.2 (Lion) - Previous version of the OS are NOT supported.

Panda Antivirus for Mac can't be installed on Mac OS X Server (Panda Antivirus Server for Mac product is mandatory). Provide the most recent version of the Panda installer (versioning log available at the end of the ). Latest version of the Panda Antivirus for Mac installer is usually available here: Serialization:.

The three fields, Name, E-mail and Serial number information are mandatory and must be correctly filled out. Panda Antivirus for Mac serial numbers are exclusively made up of capital letters (no numbers). Serial Numbers: Panda Antivirus for Mac (Standard version) serial number starts with 'PA', Panda Antivirus Server for Mac serial number starts with 'PS' and Panda Management Console serial numbers starts with 'PM'. Serial Numbers pattern for Mac versions of Panda products: First group of 2 letters (PA or PS or PM) followed by 6 groups of 4 letters, as follows: P?-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX (all caps letters). It is not possible to serialize a server version with a standard serial number and vice-versa.

Serial Numbers can be checked/retrieved directly on the by clicking the link. You will be prompted for a username which is 'pamSupport', for a password: please refer to your documentation or contact an authorized person. Customer Base access is also useful to reset the number of registered computers using a same serial number (too many computers). Note: The 'Serialize button remains grey until the serial number is entered correctly with your name and a valid e-mail address. Reserialization:. If the customer received a new serial number (PA-XXXX-XXXX-XXXX-XXXX-XXXX-XXXX), he may need to reserialize the product (Uninstall/Reinstall will not help). °Open the Panda Antivirus for Mac application and go to the 'Panda Antivirus' menu.

Pressing the 'alt' key will transform 'Preferences.' Into 'Serialize.' Note: If the subscription has already ended, the above solution is impossible, so try the. Subscriptions:. New serial numbers are designed to protect a Mac for 1 (one) year. Customers having recently renewed their subscriptions may need to 'refresh' or check for new updates in order to update information between the server and the software. (This option is displayed each time the Panda Antivirus for Mac application is opened).

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Subscriptions can be consulted directly on the by clicking the link. You will be prompted for a username which is 'pamSupport', for a password: please refer to your documentation or contact an authorized person for this password. Updates:.

Updates of Malware Signatures are only available for active subscriptions. To check manually for updates, open the Panda Antivirus for Mac application, go to the 'Panda Antivirus' menu and click on 'Check for Updates.' Uninstallation:. Uninstallation must be done exclusively through the uninstaller that is provided in the same folder as the installer. °If the customer has already tried to remove the software manually, he may need to reinstall the product in order to be able to uninstall it properly. Advanced information: the uninstaller script is located at /Library/Panda Security/Antivirus/uninstall.sh (you can edit it with any text editor and/or launch it as root through the Terminal).

For questions related to Usage, Strange behavior, Bugs or Scan Results. Soliciting help from our teams must be exclusively done in ENGLISH and requires that a Panda support investigation have been previously completed. This includes the steps below: 1) CHECKING THE BASICS:. Which exact version of Panda Antivirus for Mac is the customer using? (Is it the latest available version?). What is the serial number?.

Are Malware Signatures up-to-date? ('Most recent version' is not enough as new updates could be released between the time the customer has opened the ticket and the moment a technician is examining their case.). Does the customer has a compatible Machine / Operating System version? Note: Panda Antivirus is compatible with Mac OS X 10.5 and higher (including Mac OS X 10.6 Snow Leopard). Are all data storage devices OK? (Ask the customer to repair disk and repair permissions with Disk Utility.). Is the situation always occurring on the same single file?

(It can be useful to make partial scans of the previous one in order to isolate the problematic file(s).). Is the situation occurring while scanning or while repairing? (Note that all information below is relevant for both types of situations: Scan AND Repair). Is the situation occurring while scanning / repairing files on the startup volume or on another volume?

°If the situation occurres when an operation is processed on a volume which is NOT the startup one:.Is the device internal or external?.Has a test been performed on the same files with another drive/cable/connector/interface/computer?.Try to copy the files to the Desktop of the startup volume and then make a local scan/repair on them. Is the situation occurring while the Panda Antivirus Application is open or closed? (It is important to know if the situation is related to a manual scan or to an on-access scan and/or if the repair is attempted after a manual scan (user process) or from an alert window which appears after a file having being accessed (root process).). Is the 'Scan archive' preference enabled or disabled? ° If enabled: is a StuffIt program installed?. Does the computer has a Boot Camp partition or a Virtual Machine able to run Windows and/or Windows applications?

2) COLLECTING MISSING INFORMATION:. What is the target of the SCAN or where is the infected file that needs to be repaired: o Computer model o Processor kind (G3, G4, G5 or Intel) o Operating system name with exact version °If the scanned target is an external device: o Device interface (USB/USB2/USB3/FireWire400/FireWire800)? O Device Format (MS-DOS/FAT/NTFS/MacOS Extended/MacOS Extended Journaled/ or other)? °If the scanned target is a Networked device: o Protocol used: AFP/SMB(CIFS)/FTP/WebDav/NFS?

O NAS (Model, Operating system name and exact version) Note that networked devices are subject to limitations which can be more visible when repairing infected files, so you may wish to transfer them to the Desktop of the startup volume, repair them and then reupload the clean version(s) to their original location on the networked device. 3) PERFORMING TESTS:. Get the customer's files and try to reproduce the behavior on a test machine with a similar configuration. FOR Panda INTERNAL USE ONLY!