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Online Security

Charter Security Suite™ - Renewing the Subscription License Key

Typically, the Charter Security Suite™ renews automatically and the subscription license key should never expire as long as you remain an active Charter Internet™ residential customer.

In the event your Charter Security Suite™ shows as expired, the likely causes are:

Subscription License Key Used on Multiple Installations

The Charter Security Suite™ includes three (3) subscription license keys at no additional cost. This allows you to install the software on up to three computers (pc or mac) within your home. Each installation requires you activate or use a valid subscription license key online through My Account. A valid subscription license key can only be active on one computer at a time. If you attempt to reuse a subscription license key already active on another computer, you will be alerted it is already in use. Should you opt to go ahead and Use This Key, transfer will take place and protection will stop working on the other computer. If you would like to keep both computers protected, you need enter a different but valid subscription license key or if needed, buy an additional or new subscription license key.

To locate or activate Charter Security Suite™ subscription license keys:

  1. Log into My Account.
  2. Click the Online Tools tab.
  3. Click the Charter Security Suite tab.
  4. Click and expand the Your Active License Keys section. If you do not see any subscription license keys listed, you should:
    1. Click and expand the Quick Installation Instructions section. Step 1 - Activate software license key – allows you to generate new subscription license keys.  Click Activate to generate up to 3 new subscription license keys (the maximum of free subscription license keys that come courtesy your Charter Security Suite subscription).
    2. However, once you activate and reach the maximum, Step 1 will read: You have reached the maximum security keys for this account. For more assistance, please enter Chat or call 1-888-438-2427.
    3. If successful, your newly generated subscription license keys should be listed under the Your Active License Keys and ready for you to use. We suggest you write them down (copy exactly, including hyphens or dashes) for later use.
    4. If after clicking Activate, you still do not see any subscription license keys listed under Your Active License Keys section, for more assistance, please enter Chat or call 1-888-438-2427.
  5. To download and begin install, you may either click on Step 2 – antivirus/firewall package (located under Quick Installation Instructions section) OR by simply clicking on any one of the listed subscription license keys link "Click Here to Install With Key" (located under Your Active License Keys section) A popup window will open, prompting you to begin download (pc or mac).
  6. Follow the install prompts and when asked, enter a subscription license key (enter exactly, including hyphens or dashes). If invalid or already in use, you will be alerted and given instructions on how to proceed.

If you have more than three (3) computers within your home, additional subscription license keys can be purchased for an additional monthly fee. If you have more than three (3) computers within your home, additional subscription license keys can be purchased for an additional monthly fee by calling 1-888-438-2427.

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No longer an Active Charter Internet™ Customer

If you are no longer an active Charter Internet™ customer, your Charter Security Suite™ will expire and your computer will no longer protected. You must uninstall the program and utilize an alternative security product.

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Subscription License Key Removed from Associated Account

Charter routinely performs audits and removes subscription keys that are not currently active. If the Charter Security Suite™ has been unable to communicate with the update server for an extended period of time (due to the computer being shut off for example) the key may be released from your account causing the Charter Security Suite™ to become expired.

To reactivate the Charter Security Suite™:

  1. Log into My Account.
  2. Click the Online Tools tab.
  3. Click the Charter Security Suite tab.
  4. Click the Quick Installation Instructions header to expand the menu.
  5. Click the Activate link to generate a new subscription license key.
  6. Write down the new subscription license key and enter it into the expired software.
  7. Click Register to complete the activation.

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No Subscription License Key Entered (Mac OS X only)

Your Charter Security Suite™ will not become active and receive important software updates until a valid subscription license key has been entered.

To obtain an active subscription license key:

  1. Log into My Account.
  2. Click the Online Tools tab.
  3. Click the Charter Security Suite™ tab.
  4. Current active subscription license keys are listed under the Your Active Subscription License Keys section. If keys are listed within this section AND are not used in another installation, write down one of the keys and enter it into the Charter Security Suite™.
  5. If no keys are listed within the Your Active License Keys section or you need to activate a new license key, click the Quick Installation Instructions header to expand the section.
  6. Click the Activate link to generate a new subscription license key.
  7. Write down the new subscription license key and enter it into the software.
  8. Click the Set button to complete the activation.

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Additional Assistance

If this support article is unable to resolve the activation issues with your Charter Security Suite™, enter Live Chat or contact us at 1-888-438-2427.



 
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