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Telstra Online Security Update Assistant

How do I update my Telstra Online Security Software after Telstra Online Security has been upgraded?

After your Telstra Online Security service is upgraded to Telstra Broadband Protect here’s how you update the software on all your computers that currently have Telstra Online Security protection installed prior to 1 October 2017.

  

 + Telstra Online Security for Windows

We’ve built an Update Assistant to assist you to update your Telstra Online Security Applications to the latest versions of Telstra Broadband Protect Anti-Virus Plus Security and Safe Browser on Window.

 

The Update Assistant:

  • Stores existing your existing software licences
  • Checks System Requirements
  • Removes existing Telstra Online Security Applications
  • Restarts your computer and relaunch after restart
  • Downloads the Telstra Broadband Protect software installers
  • Launches the Installation Wizard for Telstra Broadband Protect Anti-Virus Plus Security and Safe Browser

You’ll see a message in your Windows Application dashboard if, 14 days after your service upgrade is completed, you haven’t yet updated your Telstra Online Security software to Telstra Broadband Protect Anti-Virus Plus Security.

You should click the link to launch the Update Assistant:
1.png

 

Once you click the link you’ll be presented with a page that looks like this:

2.png

Follow the link and the Update Assistant will launch: 

 

TBP 1.png

Press Update Now and we’ll remove existing versions of Telstra Online Security and Safe Browser from your computer.TBP 2.png

 Once the software is removed, the Update Assistant will automatically restart the system in 10 seconds.

 

TBP 3.png

After computer restart, the Update Assistant will automatically start, and you’ll be asked to start the download of the Telstra Broadband Protect Anti-Virus Plus Security Installer.

 

TBP 4.png

Press "Download Now".
The latest installation files for Telstra Broadband Protect Anti-Virus Plus Security will be downloaded.

 

TBP 5.png

The Final Screen of the Update Assistant will prompt you to launch the Installation Wizard of Telstra Broadband Protect Anti-Virus Plus Security.

 

TBP 6.png

Press Launch and follow the steps to complete the Installation of Telstra Broadband Protect Anti-Virus Plus Security.

If you haven't updated your Telstra Online Security software to Telstra Broadband Protect Anti-Virus Plus Security by 1 October 2017, you'll see the following message in your Telstra Online Security Application Dashboard:

 

3.png

 

+ Telstra Online Security for Mac OS

You’ll see a message in your Mac OS Application dashboard once your Telstra Online Security service has been successfully upgraded to Telstra Broadband Protect.

 

Click the link to load a webpage which will guide you on how to update your software.
4.png

 

Once you click the link you’ll be presented with a page that looks like this:
5.png

 

Follow the steps to update to Telstra Broadband Protect Anti-Virus Plus Security on your Mac.

If you haven’t updated your Telstra Online Security software to Telstra Broadband Protect Anti-Virus Plus Security by 1 October 2017, you’ll see the following message in your Telstra Online Security Application Dashboard:
7.png

 

+ Telstra Safe Browser

The software update process for your Telstra Online Security versions of Safe Browser (Safe Central) installed on your computer doesn’t change, however the updater screen presented to you has been updated to be relevant to the upgrade.
8.png

 

+ Update Assistant Errors

Your Upgrade hasn’t been completed:
If your Upgrade from Telstra Online Security to Telstra Broadband Protect is not yet complete, a message will tell you to wait until you receive confirmation from us that your upgrade is complete before your run the Update Assistant.

An Error has occurred while upgrading software: Software not found.

  • The Update Assistant cannot detect the existing installation of Telstra Online Security or
  • The Update Assistant cannot find License information of the existing installation of Telstra Online Security.

TBP 7.png

 

Steps to resolve:
Step 1: Close the Update Assistant

Step 2: Download and Run the Telstra Online Security Advanced Removal Tool

Step 3: Go to My Account, go to Manage Telstra Broadband Protect on your broadband service landing page, then Device Security on the dashboard.

Step 4: Select Manage, Anti-Virus Plus Security and follow the instructions to install the software.

An Error has occurred while upgrading software: Download Failed.

  • Your computer may not be connected to the internet.
  • The Update Assistant has failed to contact the Download Server.
  • An application is blocking the Update Assistant from contacting the Download Server. 

TBP 8.png

 

Steps to Resolve:

Step 1: Check Internet connectivity

Step 2: Select “Retry Download”


If the above steps fail, follow the instructions below:


Step 1: Close the Update Assistant

Step 2: Go to My Account, go to Manage Telstra Broadband Protect on your broadband service landing page, then Device Security on the dashboard.

Step 3: Select Manage, Anti-Virus Plus Security and follow the instructions to install the software.

An Error has occurred while upgrading software: Software Removal Failed.

  • The Update Assistant has failed to completely remove the existing installation of Telstra Online Security.
  • Microsoft Windows Installer Component is corrupted preventing the removal of the existing installation of Telstra Online
  • User does not have Administrative rights on Windows 

TBP 9.png

 

Steps to Resolve:

Step 1: Close the Update Assistant

Step 2: Download and Run the Telstra Online Security Advanced Removal Tool

Step 3: Go to My Account, go to Manage Telstra Broadband Protect on your broadband service landing page, then Device Security on the dashboard.

Step 4: Select Manage, Anti-Virus Plus Security and follow the instructions to install the software.

Version history
Revision #:
6 of 6
Last update:
August 2017
Updated by:
 

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