McAfee Virtual Technician 5.0 Walkthrough Guide

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McAfee Virtual Technician 5.0 Walkthrough Guide

  1. 1. McAfee Virtual Technician 5.0 Walkthrough Guide
  2. 2. COPYRIGHT Copyright © 2009 McAfee, Inc. All Rights Reserved. No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language in any form or by any means without the written permission of McAfee, Inc., or its suppliers or affiliate companies. TRADEMARK ATTRIBUTIONS AVERT, EPO, EPOLICY ORCHESTRATOR, FLASHBOX, FOUNDSTONE, GROUPSHIELD, HERCULES, INTRUSHIELD, INTRUSION INTELLIGENCE, LINUXSHIELD, MANAGED MAIL PROTECTION, MAX (MCAFEE SECURITYALLIANCE EXCHANGE), MCAFEE, MCAFEE.COM, NETSHIELD, PORTALSHIELD, PREVENTSYS, PROTECTION-IN-DEPTH STRATEGY, PROTECTIONPILOT, SECURE MESSAGING SERVICE, SECURITYALLIANCE, SITEADVISOR, THREATSCAN, TOTAL PROTECTION, VIREX, VIRUSSCAN, WEBSHIELD are registered trademarks or trademarks of McAfee, Inc. and/or its affiliates in the US and/or other countries. McAfee Red in connection with security is distinctive of McAfee brand products. All other registered and unregistered trademarks herein are the sole property of their respective owners. LICENSE INFORMATION License Agreement NOTICE TO ALL USERS: CAREFULLY READ THE APPROPRIATE LEGAL AGREEMENT CORRESPONDING TO THE LICENSE YOU PURCHASED, WHICH SETS FORTH THE GENERAL TERMS AND CONDITIONS FOR THE USE OF THE LICENSED SOFTWARE. IF YOU DO NOT KNOW WHICH TYPE OF LICENSE YOU HAVE ACQUIRED, PLEASE CONSULT THE SALES AND OTHER RELATED LICENSE GRANT OR PURCHASE ORDER DOCUMENTS THAT ACCOMPANIES YOUR SOFTWARE PACKAGING OR THAT YOU HAVE RECEIVED SEPARATELY AS PART OF THE PURCHASE (AS A BOOKLET, A FILE ON THE PRODUCT CD, OR A FILE AVAILABLE ON THE WEB SITE FROM WHICH YOU DOWNLOADED THE SOFTWARE PACKAGE). IF YOU DO NOT AGREE TO ALL OF THE TERMS SET FORTH IN THE AGREEMENT, DO NOT INSTALL THE SOFTWARE. IF APPLICABLE, YOU MAY RETURN THE PRODUCT TO MCAFEE OR THE PLACE OF PURCHASE FOR A FULL REFUND. License Attributions Refer to the product Release Notes. 2 McAfee Virtual Technician 5.0 Walkthrough Guide
  3. 3. Contents McAfee Virtual Technician. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Supported home and home office products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Supported enterprise products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Accessing MVT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Home and home office products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Enterprise products. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Installing MVT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Launching MVT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Technical support options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Home and Home Office. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Small/Medium Enterprise. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Other options in MVT. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Running MVT offline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Repairing MVT installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 No products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 McAfee Virtual Technician 5.0 Walkthrough Guide 3
  4. 4. McAfee Virtual Technician This guide provides information on how to use McAfee Virtual Technician (MVT) to check your computer for problems that might occur with your installed McAfee products. MVT checks your computer to see if the installed McAfee product(s) are working properly and are using the latest virus detection signatures (DATs). MVT helps you in resolving any McAfee product deviations that may have occurred since you have installed the product. Supported home and home office products • Latest versions of VirusScan • Easy Network • SiteAdvisor • SiteAdvisor Plus • Data Backup • Personal Firewall Plus • Personal Firewall • Parental Controls • AntiSpam • AntiSpyware • SecurityCenter • Anti Theft Supported enterprise products • VirusScan Enterprise • Common Management Agent • VirusScan Classic • McAfee Desktop Firewall • ProtectionPilot • AntiSpyware Enterprise • ePolicy Orchestrator • GroupShield for Exchange • McAfee Total Protection Service – Virus & Spyware Protection (formerly known as McAfee Total Protection for Small Business) 4 McAfee Virtual Technician 5.0 Walkthrough Guide
  5. 5. McAfee Virtual Technician Supported enterprise products • McAfee Total Protection Service – Firewall Protection (formerly known as McAfee Total Protection for Small Business) • GroupShield for Domino • SpamKiller Domino • SpamKiller Exchange • WebShield SMTP • Host Intrusion Prevention Server • Host Intrusion Prevention Client • McAfee Policy Enforcer • Foundstone • SiteAdvisor Enterprise Plus NOTE: McAfee Virtual Technician also supports the localized versions of the above McAfee products. McAfee Virtual Technician 5.0 Walkthrough Guide 5
  6. 6. Accessing MVT Home and home office products 1 Start Internet Explorer. 2 Type the URL http://service.mcafee.com and click Go. The McAfee Services and Support for Home and Home Office page appears. NOTE: If this page does not appear in the language you need, select the desired language from the Choose Language drop-down menu (upper right corner). 6 McAfee Virtual Technician 5.0 Walkthrough Guide
  7. 7. Accessing MVT Enterprise products 3 Click Go to Technical Support. The Technical Support for Home and Home Office page appears. 4 Click Start to display the McAfee Virtual Technician not found page. 5 Click Next and follow the on-screen instructions to download and launch MVT. Enterprise products 1 Start Internet Explorer. 2 Type the URL https://mysupport.mcafee.com/eservice_enu in the address bar and click Go. The McAfee ServicePortal Home page appears. McAfee Virtual Technician 5.0 Walkthrough Guide 7
  8. 8. Accessing MVT Installing MVT 3 Click Run McAfee Virtual Technician. The Welcome page appears. Installing MVT 1 Click Next on the Welcome page.The McAfee Virtual Technician not found page appears. 8 McAfee Virtual Technician 5.0 Walkthrough Guide
  9. 9. Accessing MVT Installing MVT NOTE: This page varies if you are using Mozilla Firefox web browser. This page also varies for Windows 2000 Server operating systems. 2 Click Next. The File Download dialog box appears. NOTE: For Mozilla FireFox browser, a dialog box appears which gives you the option of only saving the file (and not running the file). To run the file, click Save. Navigate to the location (where you saved the file) and double-click it. The Welcome to the McAfee Virtual Technician Installation Wizard page appears. 3 Click Run. The Internet Explorer - Security Warning page appears. NOTE: This page does not appear if you are using Mozilla FireFox. 4 Click Run to start the installation. The Welcome to the McAfee Virtual Technician Installation Wizard page appears. McAfee Virtual Technician 5.0 Walkthrough Guide 9
  10. 10. Accessing MVT Launching MVT 5 Click Next. The License Agreement page appears. 6 Accept the license agreement, then click Next and follow the on-screen instructions to install MVT. Launching MVT 1 After installing MVT, click Start | Programs | McAfee | McAfee Virtual Technician. The Updating page appears followed by the Welcome page. 2 Click Next. The MVT Downloading page appears followed by the Running McAfee Virtual Technician page. 10 McAfee Virtual Technician 5.0 Walkthrough Guide
  11. 11. Accessing MVT Launching MVT NOTE: If MVT launching fails, repair the MVT installation. See Repairing MVT installation for instructions. 3 Once MVT completes checking your computer, the Result page appears. The AutoFix option is selected by default. 4 Click Next to fix problems detected by MVT. The Resolving issues page appears followed by the All problems fixed or Some problems fixed page depending on whether MVT has fixed all or some of the issues. Alternatively, you can select Get More Detail and click Next. The following page appears with the details of item(s) that can or cannot be fixed. McAfee Virtual Technician 5.0 Walkthrough Guide 11
  12. 12. Accessing MVT Launching MVT NOTE: Select the required problem(s) from the McAfee Virtual Technician can fix these problems pane and click Fix Checked to rectify them with the McAfee application. To rectify all problems, click Fix All. The All problems fixed or Some problems fixed page appears depending on whether MVT has fixed all or some of the issues. NOTE: To see specific results, click the arrow. You can click the Scan products again link to scan the installed McAfee products again. When the scanning is complete and no issues are found, the No problems found page appears. 12 McAfee Virtual Technician 5.0 Walkthrough Guide
  13. 13. Accessing MVT Launching MVT a Click Yes for additional technical support and click Continue. NOTE: See Technical support options section for more information. b Click No for additional technical support and click Continue. The Thank you page appears requesting your feedback on MVT. Please select the appropriate options to send your feedback, then click Close. McAfee Virtual Technician 5.0 Walkthrough Guide 13
  14. 14. Technical support options If you select Yes for additional technical support in the All problems fixed page, one of the following pages appear based on the products you have installed on your computer: • Technical Support Options page, if you have installed both home and home office and enterprise products. • Link to Additional Information page (for Home and Home Office), if you have installed only the home and home office products. • Link to Additional Information page (for Small and Medium / Enterprise), if you have installed only the enterprise products. 14 McAfee Virtual Technician 5.0 Walkthrough Guide
  15. 15. Technical support options Home and Home Office Home and Home Office 1 Select Home and Home Office in the Technical Support Options page and click Continue. The Link to Additional Information page appears. NOTE: This screen varies based on the software you have installed (sometimes you may find just a single option for additional support). 2 Click Finish and provide your feedback on the Thank You page to complete the MVT process. NOTE: Click Rescan to scan your computer again. To return to the Final Report page, click Final Report. McAfee Virtual Technician 5.0 Walkthrough Guide 15
  16. 16. Technical support options Small/Medium Enterprise Small/Medium Enterprise 1 Select Small and Medium / Enterprise in the Technical Support Options page. The Link to Additional Information page appears. NOTE: If you select Small and Medium / Enterprise for English version of McAfee Virtual Technician, the Knowledge base Search page appears. If you enter appropriate details and click Search, the McAfee ServicePortal Search Results webpage appears. 2 Click Finish and provide your feedback on the Thank You page to complete the MVT process. NOTE: Click Rescan to scan your computer again. To return to the Final Report page, click Final Report. Other options in MVT In the Session pane of the MVT pages, you can click: • Problem Log to view an HTML file that has details of your computer and the McAfee product deviations detected by MVT. • Diagnostic Details to view an HTML file that has: • System details. • All details of installed McAfee products and their non-compliance. • Product deviations found on your computer. 16 McAfee Virtual Technician 5.0 Walkthrough Guide
  17. 17. Running MVT offline McAfee Virtual Technician 5.0 can run without internet connection. 1 After installing MVT, click Start | Programs | McAfee | McAfee Virtual Technician. The Updating page appears. 2 Click Next. • If updating succeeds, follow the steps in the section “Update succeeds” under Launching MVT. • If updating fails, you will be prompted to connect to the internet and run MVT again. McAfee Virtual Technician 5.0 Walkthrough Guide 17
  18. 18. Repairing MVT installation While launching MVT, if update fails, the following page appears. 1 Click the here link to re-download and repair MVT. The File Download page appears. 2 Click Run. The Internet Explorer - Security Warning page appears. 3 Click Next. The Welcome to the McAfee Virtual Technician Installation Wizard page appears. 4 Click Next. The Installation Configuration page appears. 18 McAfee Virtual Technician 5.0 Walkthrough Guide
  19. 19. Repairing MVT installation 5 Click Repair, then Next to repair MVT installation. NOTE: To uninstall MVT, select Remove, then click Next and follow the on-screen instructions. 6 Click Finish. McAfee Virtual Technician 5.0 Walkthrough Guide 19
  20. 20. No products If you do not have any McAfee products installed on your computer, MVT does a pre-install check by scanning your computer for any issues that may be preventing the installation of McAfee products. 1 After launching MVT on your system, follow the on-screen instructions to enable MVT to scan your computer. Once the scan is complete, the No products found page appears. 2 To view any issues that may prevent the installation of these products, select Yes and click Continue. The Result page appears with the issues that can or cannot be fixed. 20 McAfee Virtual Technician 5.0 Walkthrough Guide
  21. 21. No products 3 Click Fix Checked or Fix All to rectify the issues. The All problems fixed page or Some Problems fixed page appears depending on whether MVT has fixed all or some of the issues. 4 Click Close to close the current MVT session. NOTE: If you click No on the No products found page, the Technical Support Options page appears. Select the desired support option, then click Continue. See Technical support options section for more information. McAfee Virtual Technician 5.0 Walkthrough Guide 21
  22. 22. Index A R access MVT repair MVT installation 18 enterprise products 7 home and home office products 6 S supported enterprise products 4 M supported home user products 4 McAfee Virtual Technician Scope 4 T technical support options O home and home office 15 offline MVT 17 small/medium enterprise 16 22 McAfee Virtual Technician 5.0 Walkthrough Guide

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