mcafee virtual technician 5.0 walkthrough guide

McAfee Virtual Technician 5.0Walkthrough Guide

COPYRIGHT

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No part of this publication may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language in any formor 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 otherregistered 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 WHICHTYPE OF LICENSE YOU HAVE ACQUIRED, PLEASE CONSULT THE SALES AND OTHER RELATED LICENSE GRANT OR PURCHASE ORDER DOCUMENTSTHAT 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 YOUDO NOT AGREE TO ALL OF THE TERMS SET FORTH IN THE AGREEMENT, DO NOT INSTALL THE SOFTWARE. IF APPLICABLE, YOU MAY RETURNTHE PRODUCT TO MCAFEE OR THE PLACE OF PURCHASE FOR A FULL REFUND.

License Attributions

Refer to the product Release Notes.

McAfee Virtual Technician 5.0 Walkthrough Guide2

ContentsMcAfee 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

3McAfee Virtual Technician 5.0 Walkthrough Guide

McAfee Virtual TechnicianThis guide provides information on how to use McAfee Virtual Technician (MVT) to check yourcomputer for problems that might occur with your installed McAfee products. MVT checks yourcomputer to see if the installed McAfee product(s) are working properly and are using the latestvirus detection signatures (DATs). MVT helps you in resolving any McAfee product deviationsthat 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 McAfeeTotal Protection for Small Business)


• McAfee Total Protection Service – Firewall Protection (formerly known as McAfee TotalProtection 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 McAfeeproducts.

McAfee Virtual TechnicianSupported enterprise products


Accessing MVT

Home and home office products1 Start Internet Explorer.

2 Type the URL http://service.mcafee.com and click Go. TheMcAfee Services and Supportfor Home and Home Office page appears.

NOTE: If this page does not appear in the language you need, select the desired languagefrom the Choose Language drop-down menu (upper right corner).


http://service.mcafee.com

3 Click Go to Technical Support. The Technical Support for Home and Home Officepage 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 products1 Start Internet Explorer.

2 Type the URL https://mysupport.mcafee.com/eservice_enu in the address bar and clickGo. The McAfee ServicePortal Home page appears.

Accessing MVTEnterprise products


https://mysupport.mcafee.com/eservice_enu

3 Click Run McAfee Virtual Technician. The Welcome page appears.

Installing MVT1 Click Next on the Welcome page.The McAfee Virtual Technician not found page

appears.

Accessing MVTInstalling 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 ofonly saving the file (and not running the file). To run the file, click Save. Navigate to thelocation (where you saved the file) and double-click it. The Welcome to the McAfeeVirtual 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 TechnicianInstallation Wizard page appears.

Accessing MVTInstalling MVT


5 Click Next. The License Agreement page appears.

6 Accept the license agreement, then click Next and follow the on-screen instructions toinstall MVT.

Launching MVT1 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 McAfeeVirtual Technician page.

Accessing MVTLaunching MVT


NOTE: If MVT launching fails, repair the MVT installation. See Repairing MVT installationfor instructions.

3 Once MVT completes checking your computer, the Result page appears. The AutoFixoption is selected by default.

4 Click Next to fix problems detected by MVT. The Resolving issues page appears followedby the All problems fixed or Some problems fixed page depending on whether MVThas fixed all or some of the issues. Alternatively, you can select Get More Detail and clickNext. The following page appears with the details of item(s) that can or cannot be fixed.



NOTE: Select the required problem(s) from theMcAfee Virtual Technician can fix theseproblems pane and click Fix Checked to rectify them with the McAfee application. Torectify all problems, click Fix All.

The All problems fixed or Some problems fixed page appears depending on whetherMVT has fixed all or some of the issues.

NOTE:

To see specific results, click the arrow. You can click the Scan products again link toscan the installed McAfee products again. When the scanning is complete and no issuesare found, the No problems found page appears.



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 pageappears requesting your feedback on MVT. Please select the appropriate options tosend your feedback, then click Close.



Technical support optionsIf you select Yes for additional technical support in the All problems fixed page, one of thefollowing 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 andenterprise products.

• Link to Additional Information page (for Home and HomeOffice), if you have installedonly the home and home office products.

• Link to Additional Information page (for Small and Medium / Enterprise), if youhave installed only the enterprise products.


Home and Home Office1 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 mayfind just a single option for additional support).

2 Click Finish and provide your feedback on the Thank You page to complete the MVTprocess.

NOTE: Click Rescan to scan your computer again. To return to the Final Report page,click Final Report.

Technical support optionsHome and Home Office


Small/Medium Enterprise1 Select Small and Medium / Enterprise in the Technical Support Options page. The

Link to Additional Information page appears.

NOTE: If you select Small andMedium / Enterprise for English version of McAfee VirtualTechnician, the Knowledge base Search page appears. If you enter appropriate detailsand click Search, the McAfee ServicePortal Search Results webpage appears.

2 Click Finish and provide your feedback on the Thank You page to complete the MVTprocess.

NOTE: Click Rescan to scan your computer again. To return to the Final Report page,click Final Report.

Other options in MVTIn 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 productdeviations 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.

Technical support optionsSmall/Medium Enterprise


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 LaunchingMVT.

• If updating fails, you will be prompted to connect to the internet and run MVT again.


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 Wizardpage appears.

4 Click Next. The Installation Configuration page appears.


5 Click Repair, then Next to repair MVT installation.

NOTE: To uninstall MVT, select Remove, then click Next and follow the on-screeninstructions.

6 Click Finish.

Repairing MVT installation


No products

If you do not have any McAfee products installed on your computer, MVT does a pre-installcheck by scanning your computer for any issues that may be preventing the installation ofMcAfee products.

1 After launching MVT on your system, follow the on-screen instructions to enable MVT toscan 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 clickContinue. The Result page appears with the issues that can or cannot be fixed.


3 Click Fix Checked or Fix All to rectify the issues. The All problems fixed page or SomeProblems fixed page appears depending on whether MVT has fixed all or some of theissues.

4 Click Close to close the current MVT session.

NOTE: If you click No on the No products found page, the Technical Support Optionspage appears. Select the desired support option, then click Continue. See Technical supportoptions section for more information.

No products


Index

Aaccess MVT

enterprise products 7home and home office products 6

MMcAfee Virtual Technician

Scope 4

Ooffline MVT 17

Rrepair MVT installation 18

Ssupported enterprise products 4supported home user products 4

Ttechnical support options

home and home office 15small/medium enterprise 16


mcafee virtual technician 5.0 walkthrough guide

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