When an alert appears
- 1
Stop the activity that was in progress and read the alert without dismissing it.
- 2
Do not retry a blocked website, file, application, or attachment.
- 3
Take a screenshot or note the alert wording, time, file or website involved, and what you were doing.
- 4
Contact Kenmie Support if the alert reports a threat, isolation, repeated detection, disabled protection, or an action you believe should be allowed.
Keep the device available
Unless Kenmie directs otherwise, leave the computer powered on and connected so its security status can be reviewed. If ransomware behavior, unexpected encryption, or rapidly spreading pop-ups appear, disconnect the network cable or Wi-Fi and call Kenmie immediately.
Do not uninstall, disable, or add exclusions to the security software yourself. An exclusion can weaken protection beyond the item you intended to allow.