For help with an error received when trying to download and/or install Spark Security Suite, try the solutions below.

Downloading Errors

Downloading Errors

Downloading Errors

  1. Check you are using the correct username. This is the first part of your @xtra email address e.g. username@xtra.co.nz.
  2. If you have forgotten your Xtra password, you can reset it using the forgotten your password? link on the right hand side of the Spark Broadband and Dial up login page. 
  3. If you are new to Spark Broadband and would like to register for an Xtra username you can do this at our Xtra Registration Page.

We provide each of our Spark customers with 5 free Spark Security Suite licenses. This error is caused by already having 5 licenses in use.

Installation Errors

Installation Errors

Installation Errors

This is caused by a firewall application such as Zonealarm, Avast or Norton Personal Firewall already installed on your computer. Spark Security Suite comes with a firewall built in so your options are to:

  • Locate and uninstall your existing firewall (go to Add or Remove Programs on the Control Panel). We have instructions on our User Guide - Enable / Disable Windows Firewall
  • Continue to install Spark Security Suite without the firewall.
  1. Click Skip to omit the Firewall component of the Spark Security Suite install. If you see the message: Incompatible program skipped - Personal Firewall, click OK to continue
  2. Once it has been installed, the firewall may pop up alerts as the remaining parts of Spark Security Suite attempt to access the Internet e.g.
    • McAfee network agent is trying to act as a server (Application macnasvc.exe)
    • McAfee Hackerwatch Service is trying to access the Internet
  3. Allow access to these Spark Security Suite components

You need at least 500 MB of free space available on your Hard Drive to install Spark Security Suite. To free up space, you can either

  • Delete or uninstall unwanted files or programs to increase available space (Delete files using Disk cleanup - Windows 7, Windows Vista, Windows XP) or
  • Choose to install Spark Security Suite to a hard drive on your computer that has the available space. During the installation process you will be asked to choose a location to install Spark Security Suite. You can change it from the Default setting to any available Hard Drive.