1. Does Deep Freeze work with WINSelect? Are there any special settings recommended?
2. What is Deep Freeze and how does it work?
3. How do I purchase a copy of Deep Freeze?
4. How does Deep Freeze handle virus attacks?
5. How do I exempt a folder or file from Deep Freeze so that my application can update and my users can save their data?
6. How do Windows Updates get applied to a computer that has Deep Freeze installed?
7. What is the Customization Code?
8. I installed Deep Freeze and forgot my password; can you give me a password to turn Deep Freeze off?
9. What applications and hardware are compatible with Deep Freeze?
10. Deep Freeze is installed on my computer. I would like to uninstall it. How is this done?
11. How do I upgrade from the evaluation version of Deep Freeze to the licensed version?
12. How do I enable or disable Deep Freeze?
13. Can Deep Freeze be installed on Windows Server operating systems?
14. How do I get an evaluation copy of Deep Freeze Enterprise?
15. I am using the 30 Day Evaluation Version. What happens on the 31st Day?
16. Do workstations running the Standard edition of Deep Freeze appear in the Enterprise Console?
17. Does Deep Freeze support VMWare?
18. I am frequently prompted to activate the Deep Freeze Enterprise Console with a One Time Password. Why does this happen and how do I stop it from occurring?
19. I'm having problems with my computer running Deep Freeze. I cannot see the icon on the system tray and the computer will not enter into a frozen state. What can be done to resolve this problem?
20. Can I manage Deep Freeze from Faronics Core?
 

1.  Does Deep Freeze work with WINSelect? Are there any special settings recommended?
 
Yes, Deep Freeze and WINSelect work very well together. Be sure to install and configure WINSelect first and then install and configure Deep Freeze. If Deep Freeze is already installed, boot the computer into the Thawed state, install and configure WINSelect, then reboot into the Frozen state. WINSelect also detects the existence of Deep Freeze and will provide reminder messages when configuration options are changed.
 
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2.  What is Deep Freeze and how does it work?
 
Deep Freeze is a software application that removes any changes made to a protected computer upon reboot. The details about the internal working of Deep Freeze cannot be shared. Faronics has successfully applied the concept to Windows, Mac OS X, and Linux based operating systems.
 
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3.  How do I purchase a copy of Deep Freeze?
 

Our products can be purchased online through our website at:
http://www.faronics.com/store

If you are looking for volume licenses, our sales team can be contacted directly at:
sales@faronics.com
Tel: +1 (604) 637-3333
Toll Free: 800-943-6422

If you would prefer to deal with one of our partners local to your area, you can search the list of partners at:

http://www.faronics.com/html/partnerfind.aspx

 
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4.  How does Deep Freeze handle virus attacks?
 
Deep Freeze is not marketed as antivirus software. However, any virus that infects a Frozen computer is treated the same as any other change. When you reboot your computer, Deep Freeze completely removes any changes made by viruses.  Any Trojans, worms, spyware, malware, and macro viruses are completely removed from your computer without affecting your Operating System or saved data.
 
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5.  How do I exempt a folder or file from Deep Freeze so that my application can update and my users can save their data?
 

Deep Freeze does not differentiate between user data, application data, or a virus infecting the system. While this provides a very robust method of protecting the integrity of the computer, specific files and folders cannot be exempted from the actions of Deep Freeze. However, there are many methods to redirect applications and user data to a second volume, either physical or virtual, that can be marked as exempted from the actions of Deep Freeze.

For the retention of user data please refer to the document linked below for the recommended methods for retaining user’s data on their system:
http://faronics.com/Faronics/Documents/DF_RetainUserData.pdf

In Deep Freeze Enterprise, there are options to schedule Deep Freeze to turn on and off automatically to allow for the processing of Windows updates, antivirus updates, and any other periodic maintenance that needs to be performed on the client computers.  For more information on the Scheduled Maintenance feature of Deep Freeze Enterprise refer to the user guide at:
http://faronics.com/Faronics/Documents/DFE_Manual.pdf

 
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6.  How do Windows Updates get applied to a computer that has Deep Freeze installed?
 

Deep Freeze must be disabled for updates to be permanently applied. This can be performed in many ways depending on what tools are used to manage the workstations. For Deep Freeze Standard, workstations must be Thawed manually before installing Windows updates.

If no management tools are available, Deep Freeze Enterprise can be configured to automatically turn off, install Windows updates, and turn on again through the use of a Scheduled Maintenance period. If a third party patch management tool is in use, Deep Freeze Enterprise can be disabled through the use of a command line control that allows third party applications to turn the protection on or off (Frozen or Thawed) as required.

Detailed instructions on configuring Deep Freeze and managing patches, including the use of the command line controls and the Scheduled Maintenance feature of Deep Freeze Enterprise can be found at:
http://www.faronics.com/whitepapers/DFEnt_PatchManagement.pdf

 
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7.  What is the Customization Code?
 

The Customization Code is a unique key provided by the customer. It makes every installation of the software unique and prevents a rogue user from taking control of the workstations running Deep Freeze using their own copy of administrative tools. A workstation will only communicate with a Console and can therefore only be controlled by a Console if the workstation and the Console have matching Customization Codes. The One Time Password Generation System will only generate a valid One Time Password (OTP) if the workstation and the source of the OTP Generator (Configuration Administrator or Enterprise Console) have matching Customization Codes.

The Customization Code needs to be provided only to users trusted to manage all aspects of the workstations. With a valid Customization Code, users can remove Deep Freeze from any protected workstation, whether or not they possess a valid password. Conversely, a lost Customization Code can result in serious issues when attempting to upgrade an existing installation of Deep Freeze and can result in a large amount of work to recover from.

Faronics cannot recover a Customization Code that has been lost or misplaced.

 
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8.  I installed Deep Freeze and forgot my password; can you give me a password to turn Deep Freeze off?
 

There are no backdoor passwords to Deep Freeze. Faronics cannot recover lost, forgotten, changed, or otherwise misplaced passwords or Customization Codes.

For Deep Freeze Enterprise:

Using our unique One Time Password system, Deep Freeze Enterprise Administrators can generate One Time Passwords (OTP). To generate an OTP:

  1. Open the Deep Freeze login dialog on the workstation for which you need to generate the OTP.
  2. Write down the Token code which is located at the top of the login dialog.
  3. Open the Deep Freeze Configuration Administrator and click the One-Time Passwords tab or open the Enterprise Console and click on Tools > One Time Password.
  4. Enter the code you recorded into the Token field and click Generate OTP. Another code will appear in the OTP field. The second code is the password for the workstation.

The newly generated One-Time Password can then be used to disable, uninstall, and re-install Deep Freeze with the correct password.

For Deep Freeze evaluations (with no License Key entered):

  1. Restart the computer.
  2. Enter the system BIOS settings.
  3. Advance the clock by at least 60 days and then restart your computer. This will disable the software.
  4. After the system has started, run the Deep Freeze installation program to uninstall Deep Freeze.
  5. After the computer reboots, re-enter the BIOS and reset the clock to the current date. You can then re-install Deep Freeze after restarting.

If you are running a licensed copy of Deep Freeze Standard please contact Faronics Technical Support at Toll Free: 800-943-6422 or Tel: +1 (604) 637-3333 with your license information so that a support case can be opened on your issue.

 
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9.  What applications and hardware are compatible with Deep Freeze?
 

Deep Freeze is compatible with nearly all hardware and software available on the market today. The product is tested extensively to ensure that no issues are found during day to day use. A list of known hardware and software issues are listed below. If you have issues that you suspect may be related to hardware/software incompatibilities not listed below, please contact Faronics Technical Support for further assistance.

Card readers

Some USB card readers appear to the operating system as hard disk drives. In some cases, these card readers can cause issues once Deep Freeze is installed. You can use any of the following workarounds:

  • Replace the drivers used by the card reader with standard Windows drivers. This may remove any special features found in the card reader.
  • Ensure that media is not present in the card reader when Deep Freeze is installed.
  • Disconnect the card reader when Deep Freeze is being installed.

nVidia  Motherboard Chipset Drivers

Older versions of the nForce IDE drivers might cause issues with some versions of Deep Freeze. These drivers do not identify storage devices and can result in minor issues or serious system problems.

Use newer versions of Deep Freeze (6.3 or higher) and updated versions of the nVidia ForceWare drivers to avoid these issues. If you have problems with a nForce based motherboard install the updated nForce IDE drivers and run Deep Freeze 6.3 or higher.

The latest nVidia drivers can be found at: http://www.nvidia.com

Roxio EZ-CD Creator

Some versions of Roxio’s EZ-CD Creator might remove entries from the registry that are required for the proper operation of Deep Freeze. If you encounter problems running Deep Freeze on a computer that has Roxio installed, check the following registry key:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{4D36E967-E325-11CE-BFC1-08002BE10318}
Keyname: UpperFilters
Value: PartMgr

Editing the system registry in this area can be hazardous. If you have concerns about editing the system registry, please contact the Faronics Technical Support team for assistance.

If the above value is not listed in the registry, problems might occur when installing Deep Freeze. If values other that PartMgr are listed, they should not be removed. Removing the value in the registry can result in problems with the workstation that may not be recoverable. If you have any concerns about editing the registry, please contact Faronics Technical Support for assistance.

 
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10.  Deep Freeze is installed on my computer. I would like to uninstall it. How is this done?
 

Disable Deep Freeze before uninstalling it.

To disable Deep Freeze:

  1. Hold down the shift key and double-click the Deep Freeze icon. Alternatively, you can press CTRL+ALT+SHIFT+F6. 
  2. Enter your password and click OK.
  3. If you have not yet entered a password you should be able to click OK without entering a password.
  4. The Boot Options dialog is displayed. Select "Boot Thawed" and click OK. This will disable Deep Freeze on the next reboot.
  5. Reboot your computer. After the computer reboots, you are ready to uninstall Deep Freeze.

To uninstall:

  1. Locate the installation file you used to install Deep Freeze on your computer. By default, the name of this file is called "DF5Std.exe" for versions 5.X and "DF6Std.exe" for versions 6.X.
  2. Run the installation file (DF5Std.exe or DF6Std.exe).
  3. Select the option to "Uninstall"

Deep Freeze is uninstalled and your computer is rebooted.

 
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11.  How do I upgrade from the evaluation version of Deep Freeze to the licensed version?
 

The process varies depending on what edition of Deep Freeze is installed.

Deep Freeze Standard:

Enter a valid License Key into the Status tab:

  1. Press CTRL-ALT-SHIFT-F6 to open the login window.
  2. Enter your password and click OK.
  3. On the Status tab click on the Edit button and enter the License Key in the License Key field.
  4. Click Update License.

Deep Freeze Enterprise:

There are three methods: Enter the License Key manually on each computer, enter the License Key into the Configuration Administrator and create new workstation install files to distribute, or simply enter the License Key into the Enterprise Console (preferred method).

  1. Launch the Enterprise Console.
  2. Go to Tools > Licensing.
  3. The Deep Freeze License dialog is displayed.
  4. Click Edit and enter the License Key in the License Key field.
  5. Click Update License.

The License Key is automatically updated on all computers communicating with the Enterprise Console. If a computer is offline (shut down or disconnected from the network), the License Key is updated when the computer communicates with the Enterprise Console the next time.

 
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12.  How do I enable or disable Deep Freeze?
 

One or more methods can be employed to enable/disable (Freeze/Thaw) Deep Freeze depending on the version being used.

A) Locally at the workstation (Deep Freeze Standard and Enterprise):

The following steps can be used to disable (Thaw) Deep Freeze:

  1. Hold down the SHIFT key and double-click the Deep Freeze icon. Alternatively, you can press CTRL+ALT+SHIFT+F6.  A Password dialog is displayed.
  2. Enter your password and click OK. If you have not yet entered a password you should be able to click OK without entering a password. The Boot Options dialog is displayed.
  3. Select "Boot Thawed" and click OK. This will disable Deep Freeze on the next reboot.
  4. The same steps can be used to enable (Freeze) Deep Freeze. The only change is to select "Boot Frozen" instead of “Boot Thawed”.

B) Remotely via Deep Freeze Command Line Control (Deep Freeze Enterprise only):

Deep Freeze Command Line Control (DFC.EXE) can be used to Thaw/Freeze Deep Freeze through a script or batch file. More information about using this utility can be found in the Deep Freeze Enterprise user guide available at:
http://www.faronics.com/documents/DF6Ent_Manual.pdf

C) Remotely via the Enterprise Console (Deep Freeze Enterprise only):

The Deep Freeze Enterprise Console can be used to Thaw/Freeze a workstation using the following steps:

  1. Select the workstations to Thaw/Freeze.
  2. Click the "Reboot in Thawed state" button to Thaw the selected workstations. The workstations should reboot and appear in the Console in a Thawed state.
  3. Click the "Reboot in Frozen state" button to Freeze the selected workstations. The workstations should reboot and appear in the Console in a Frozen state.
 
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13.  Can Deep Freeze be installed on Windows Server operating systems?
 

The Deep Freeze Enterprise Console can be installed on a Windows Server.
A specific version of Deep Freeze (called Deep Freeze Server Edition) is required to Freeze a Windows 2000, 2003, or 2008 Server. More information about Deep Freeze Server Edition can be found at:

http://www.faronics.com/html/DFServer.asp

 
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14.  How do I get an evaluation copy of Deep Freeze Enterprise?
 
A fully functional evaluation version of any Faronics product can be downloaded at:
http://www.faronics.com/DownloadEvaluationEditions.aspx
 
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15.  I am using the 30 Day Evaluation Version. What happens on the 31st Day?
 

All our 30-Day evaluations stop functioning after 30 Days. Once our software has expired it can be uninstalled.

When the evaluation period ends, the Deep Freeze icon in the System Tray has a red X indicating that Deep Freeze is in the Thawed state. Subsequent evaluation versions cannot be installed on a system that has an expired evaluation version.

 
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16.  Do workstations running the Standard edition of Deep Freeze appear in the Enterprise Console?
 
No, only Deep Freeze Enterprise installations can communicate with the Enterprise Console. If you have existing deployments of Deep Freeze Standard and would like to convert your license to Deep Freeze Enterprise, please contact our Customer Service department at Toll Free: 800-943-6422, Tel: +1 (604) 637-3333, or via email to customerservice@faronics.com
 
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17.  Does Deep Freeze support VMWare?
 
Deep Freeze supports installation in virtualized environments, including VMWare, Parallels, Virtual PC, and many others.
 
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18.  I am frequently prompted to activate the Deep Freeze Enterprise Console with a One Time Password. Why does this happen and how do I stop it from occurring?
 

This occurs due to a security feature of Deep Freeze. If the Deep Freeze Enterprise Console detects that it has been moved to a new computer, it will re-request authorization to run. This is to prevent a rogue Enterprise Console from taking control of your computers. In some cases, computers with multiple network cards (such as both a wired and a wireless connection) or computers with a network card that has been replaced can generate this type of behavior even if the Enterprise Console is not moved to a new computer.

In Deep Freeze Enterprise 6.3 or later, a custom Enterprise Console can be generated that allows the activation option to be disabled using the Deep Freeze Console Customizer that is included in the downloadable .zip file of Deep Freeze Enterprise.

 
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19.  I'm having problems with my computer running Deep Freeze. I cannot see the icon on the system tray and the computer will not enter into a frozen state. What can be done to resolve this problem?
 

This problem generally occurs on workstations running an nVidia nForce based motherboard chipset. nForce IDE drivers report the characteristics of devices attached to the IDE controllers in a certain way that prevents Deep Freeze from functioning properly.
nForce IDE drivers with version numbers earlier than v6.66 "WHQL" will display this type of behavior. To resolve this issue, it is recommended that the workstation be updated to the latest version of the nForce IDE drivers. If updated versions of the IDE drivers are not available for your specific platform, remove the IDE drivers for Deep Freeze to function properly.

In some cases, workstations may be configured with an IDE or SATA raid controller. In such a scenario, updating the driver may require that the operating system be re-loaded. Also, the updated driver should be used to allow Windows to see the RAID array during Windows installation.

Please note that if updated SATA / IDE RAID drivers are not available, the system will not be able to run Deep Freeze when the computer boots from the SATA RAID controller. To resolve this issue, configure your computer with the hard disks connected to a non-RAID controller that can be seen by Windows without the use of the SATA RAID Driver.

 
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20.  Can I manage Deep Freeze from Faronics Core?
 
Yes. Faronics Core 3.2 or higher will allow you to manage Deep Freeze Enterprise 7.0 or higher in remote workstations. By using Faronics Core, you will be able to perform key Deep Freeze functionality such as installation, uninstallation, and upgrade of Deep Freeze. You can also reboot the workstation as Frozen or Thawed via Faronics Core. Additional Deep Freeze Enterprise functionality might require the use of Deep Freeze Enterprise Console. Please note that you will still need to use the Deep Freeze Configuration Administrator in order to create the Deep Freeze workstation installation file. For more information, refer to Deep Freeze Enterprise, Deep Freeze Loadin and Faronics Core user guides available at www.faronics.com/library.
 
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