__________________________________ FIREWALL UPDATES expiry pop up. ---------------------------------- This is with the reference to the mail which we have received regarding the, I understand your concerns about this issue. I realize how frustrating it must be to be unable to use the McAfee.com service(s). I would like to try to restore your faith in McAfee.com services. We value each and every customer, and I apologize for the problems you’ve experienced. Please log on to www.mcafee.com and follow the steps outlined below: 1. Click the 'My Account Info' link on the top navigation bar. 2. If any dialog boxes appear, click the 'Yes' button. 3. If prompted, enter your subscribing email address and password and click the 'Log In' button. 4. Click the blue 'down arrow' button in the 'Update/Download' column. 5. The Installation Wizard appears. If it does not appear automatically, click the 'Start' button. 6. Follow the prompts to complete the installation. Kindly give us details of the error that you encounter during installing the product. What message do you get?...At which step do you get stuck ? What troubleshooting steps taken so far? It will help us provide you the exact resolution to the problem. You can contact us online and discuss the issue out on the chat using the link below: http://www.mcafee.com/support/cust_serv/tech_chat.asp __________________________________________________ RETAIL __________________________________________________ Firewall Guardian is a retail McAfee product. This issue or concern is supported by the McAfee Software Division support group. If you would please visit the URL listed below, they will be able to assist you better. http://www.mcafeehelp.com You can mail / fax them with the details of your query. VirusScan 6.0 is a retail product of McAfee. This is a McAfee.com Technical Support for McAfee.com Online products. This issue or concern is supported by the McAfee Software Division support group. If you would please visit the URL listed below, they will be able to assist you better. http://ecusthelp.mcafee.com/cgi-bin/ecust.cfg/php.exe/enduser/std_adp.php?p_faqid=959 ______________________________________________________________________ CUSTOMER SUPPORT ______________________________________________________________________ This is a McAfee.com Technical Support for McAfee.com Online products. You need to contact our Customer Support for this issue. The following link shall guide you with the contact information for the same. http://ecusthelp.mcafee.com/cgi-bin/ecust.cfg/php.exe/enduser/std_adp.php?p_faqid=512 You can mail/fax them. They will contact you within two business days. __________________________________ CLINIC USER : --------------------------------------------- You need to update the product using the steps below : Please log on to www.mcafee.com . 1. Click the 'Log In' link on the top navigation bar. 2. If any dialog boxes appear, click the 'Yes' button. 3. Enter your subscribing email address and password. 4. Click the 'download/reinstall' button in the 'Current Subscriber' column beside the VirusScan Online row .. 5. The Installation Wizard appears. If it does not appear automatically, click the 'Start' button. 6. Follow the prompts to complete the installation. skean@att.net __________________________________________________________ upgrade 2 ---------------------------------------------------------- This is with the reference to the mail which we have received regarding the Downloading Upgrade. I understand your concerns about this issue. I realize how frustrating it must be to be unable to use the McAfee.com service(s). I would like to try to restore your faith in McAfee.com services. We value each and every customer, and I apologize for the problems you’ve experienced. Kindly follow the steps below to have a successful install/upgrade. 1) Clean the TEMP folder. 2) Clean Temporary Internet Files and Cookies 3) Install/Upgrade the product. The following URL shall guide you with the steps to resolve your issue. 1. URL for Cleaning Temporary Internet Files and Cookies. http://ecusthelp.mcafee.com/cgi-bin/ecust.cfg/php.exe/enduser/std_adp.php?p_faqid=870 2. Test the browser for our services. http://www.mcafee.com/support/system_req/browser_test.asp In case it prompts you with some problem of the browser, then click on it to get steps to resolve the issue. 3. Install/Upgrade the product. Please log on to www.mcafee.com and follow the steps outlined below: 1. Click the 'My Account Info' link on the top navigation bar. 2. If any dialog boxes appear, click the 'Yes' button. 3. If prompted, enter your subscribing email address and password and click the 'Log In' button. 4. Click the blue 'down arrow' button in the 'Update/Download' column. 5. The Installation Wizard appears. If it does not appear automatically, click the 'Start' button. 6. Follow the prompts to complete the installation. You can contact us online and discuss the issue out on the chat using the link below: http://www.mcafee.com/support/cust_serv/tech_chat.asp _____________________________________________________ clean / upgrade 1 ---------------------------------------------- If you have a Windows NT operating system. To install any software you would require a Administrator login or Administrator rights to install the product. After this and only this can you have a successful installation. Kindly login to your computer as an administrator and follow the steps below to protect your computer from virus attacks. You need to follow the steps below: 1) Clean the TEMP folder. 2) Clean Temporary Internet Files and Cookies 3) Install the product. The following URL shall guide you with the steps to resolve your issue. 1. URL for Cleaning Temporary Internet Files and Cookies. http://ecusthelp.mcafee.com/cgi-bin/ecust.cfg/php.exe/enduser/std_adp.php?p_faqid=870 2. Test the browser for our services. http://www.mcafee.com/support/system_req/browser_test.asp In case it prompts you with some problem of the browser, then click on it to get steps to resolve the issue. 3. Install the product. http://ecusthelp.mcafee.com/cgi-bin/ecust.cfg/php.exe/enduser/std_adp.php?p_faqid=147 For issue related to subscription /renew/refund you need to contact our Customer Support. The following URL shall help you with the contact information on the same. http://ecusthelp.mcafee.com/cgi-bin/ecust.cfg/php.exe/enduser/std_adp.php?p_faqid=512 You can mail/fax them the issue. _____________________________________________________ retail ----------------------------------------------------- I need to determine what anti-virus product that you are currently using. Please check what icon you have in your system tray, located near your clock. Do you have a red square with an M or a red-white and blue V-Shield? If you have a red-white and blue V-Shield, then this issue or concern is supported by the McAfee Software Division support group. If you would please visit the URL listed below, they will be able to assist you better. http://www.mcafeehelp.com You can mail / fax them with the details of your query. If you have a red square with an M, kindly provide us more information . The email id provided is not reflected in our database. We are unable to locate you in our records with the information provided. To assist you, please provide the following: Your first and last name: Your order number: Email address used to subscribe to our service(s): ( VERY IMP ) Operating system: Web browser and version: We will quickly respond once this information is received. _______________________________________________________________ regedit clean applications at strat up ------------------------------------------------------------------------------------------------------------------- 1. From the taskbar, click the Start button > Run. 2. Type in REGEDIT, then click the 'OK' button. The Registry Editor will then appear. 3. Click on the Plus sign next to HKEY_LOCAL_MACHINE. 4. Click on the Plus sign next to Software. 5. Click on the Plus sign next to Microsoft. 6. Click on the Plus sign next to Windows. 7. Click on the Plus sign next to Current version. 8. Click on the Run folder so it is highlighted. 9. Now on the right side of the screen locate Openme.exe. Right click on it so it is highlighted and choose delete; say yes to confirm deletion. This will solve your issue. Kindly give us details of the error that you encounter during installing the product. What message do you get?...At which step do you get stuck ? What troubleshooting steps taken so far? It will help us provide you the exact resolution to the problem. ____________________________________ XP WEBSITE ____________________________________ Follow the steps below and install the product on your Windows XP computer. 1.Visit http://xp.mcafee.com 2. Click on the Sign In button on the Right top corner. 3. Enter your email id and password to log in. After this the Sign In button changes to Sign Out. 4. Click on Install Your Web Services link. 5. Click on the VirusScan Online link. 6. Follow the steps and complete the download. Just follow the wizard and complete the installation. _________________________________________________ ESCALATIONS _________________________________________________ Along with this information you will have to send US the following AT escalations@sitel-india.com : 1) Snapshot of the error message - When you get the error message on your screen, press the printscreen key on your keyboard. Then go to Paint Brush and then just press CTRL + V. The error message will be copied out there. Save it under the name Snapshot. 2) Vso.log file : Go to windows Explorer ( Start > Programs > Windows Explorer ) Under C:, search for a file Vso.log file 3) Snapshot of Registry - a)Go to Start > Run. b) Type regedit in the Text box. Press enter c) Registry window will open d) Go to HKEY_LOCAL MACHINE \\ SOFTWARE \\ Mcafee.COM e) Highlight mcafee.com by a single click. f) Select Files -> Export registry files g) Save the files on the desktop with a name. Dear Stephen Kean, Thank you for contacting McAfee.com Technical Support. This is in reply to your Email regarding Installation steps. I am very sorry that you are experiencing this problem. We want all our customers to be happy. I would try my level best to help you with this issue. Per reuirements for installation : 1. You should not have any other anti-virus on your computer. 2. NO firewall running on the computer. Internet Explorer configured for our online services. The link below has the steps for the same. http://ecusthelp.mcafee.com/cgi-bin/ecust.cfg/php.exe/enduser/std_adp.php?p_faqid=224 Kindly follow the steps below to have a successful install/upgrade. 1) Clean the TEMP folder. 2) Clean Temporary Internet Files and Cookies 3) Install/Upgrade the product. The following URL shall guide you with the steps to resolve your issue. 1. URL for Cleaning Temporary Internet Files and Cookies. http://ecusthelp.mcafee.com/cgi-bin/ecust.cfg/php.exe/enduser/std_adp.php?p_faqid=870 2. Test the browser for our services. http://www.mcafee.com/support/system_req/browser_test.asp In case it prompts you with some problem of the browser, then click on it to get steps to resolve the issue. 3. Install/Upgrade the product. Please log on to www.mcafee.com . 1. Click the 'Log In' link on the top navigation bar. 2. If any dialog boxes appear, click the 'Yes' button. 3. Enter your subscribing email address and password. 4. Click the 'download/reinstall' button in the 'Current Subscriber' column beside the VirusScan Online row .. 5. The Installation Wizard appears. If it does not appear automatically, click the 'Start' button. 6. Follow the prompts to complete the installation. These steps should see a proper installation of the software. Kindly give us details of any errors that you encounter during installing/usage of the McAfee.com Online products. What message do you get?...At which step do you get stuck ? What troubleshooting steps taken so far? It will help us provide you the exact resolution to the problem. Thank you for visiting the McAfee.com Support Center. I have appreciated this opportunity to support you. If you have any additional questions or concerns, please let us know and we will be happy to support you further. Have a great day. Regards, Indrajit G. McAfee.com Technical Support . Note: Please do not delete the contents of the email when replying.