Here's a log of my conversation with McAfee tech support earlier today. I'm
including it in it's entirety in the hopes that it will save someone else
from wasting the hours on these morons that I mistakenly did.
Note that I had to ask several times whether or not they were having trouble
with the site. A simple "yes" would have sufficed, instead it was denied
and as a result there was a lot of time wasted. My advise, having 15 years
in the industry, is to uninstall this and go elsewhere for you PC
protection. Whatever you pay will be less painful than dealing with these
morons.
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Please wait while we find a technician to assist you...
You are currently at position number 2 in the queue.
You have been connected to Robert Kristensen.
Robert Kristensen: John, thank you for contacting McAfee Online Support
Center. How can I assist you with your McAfee software today?
John Belliveau: I seem to be having trouble getting updates through
us.mcafee.com. Is the site having problems again?
Robert Kristensen: Which McAfee product are you trying to update?
John Belliveau: I am configuring a brand new Dell with DELL SecurityCenter
(McAFee SecurityCenter)
Robert Kristensen: John, I would be happy to help you in updating McAfee.
Robert Kristensen: Have you previously contacted McAfee support regarding
this issue?
John Belliveau: no
Robert Kristensen: Which McAfee programs are currently installed? If you are
not sure, you can find them by doing the following.
1. Double click on My Computer
2. Double click on the Control Panel
3. Double click on Add/Remove Programs
4. Which McAfee programs do you see listed there?
John Belliveau: Personal Firewall Plus...SecurityCenter...and VirusScan
Robert Kristensen: Thank you for the information.
Robert Kristensen: Do you have M-icon near the system clock?
John Belliveau: yes
Robert Kristensen: Right click on the M-icon ----> VirusScan ----> About and
then let me know iversion.
John Belliveau: Build 8.0.41 Engine Version 4.3.20 Dat Version 4.0.4366
Robert Kristensen: Thank you for the information.
Robert Kristensen: Based on the information you have provided, I can now
provide the steps that should resolve your issue. If at any time there is
something you do not understand, will you please stop me and let me know?
John Belliveau: lets do it
Robert Kristensen: Please open Internet Explorer. Click on Tools--> Internet
Options.
Click on Delete Cookies--> Delete Files--> Clear History.
Please be on the same window on which you will delete cookies and files.
You need to follow all the instructions on the same window.
Let me know when you complete these steps.
John Belliveau: all set
Robert Kristensen: Please click on Settings--> View Objects.
Delete all the contents there and leave those that deny deleting.
Please click on General Tab--> Settings--> View Files.
Delete all the contents there and leave those that deny deleting.
Let me know when you complete these steps.
John Belliveau: all set
Robert Kristensen: Click on the Security Tab-->Custom Level. Make the status
of the first five components to "Enable".
Please click on Contents--> Auto Complete--> Clear Forms--> Clear Passwords.
Please click on the Privacy Tab-->Advanced--> Check the options "Override
Automatic Cookie handling" and "always allow session cookies".
Please click on the Programs Tab--> Check the option "Internet Explorer
should check whether Internet Explorer is the default browser". Click on
Apply and Ok.
Let me know when you complete these steps.
John Belliveau: all set
Robert Kristensen: Please click on Start--> Run--> type %temp%--> Click Ok.
Delete all the contents there and leave those that deny deleting.
(For that click on Edit--> Select all--> Press Delete key from the
keyboard).
Let me know when you complete these steps.
John Belliveau: all set
Robert Kristensen: Now try to open us.mcafee.com and let me know are you
able to open
John Belliveau: no, I get a page cannot be displayed error
Robert Kristensen: Please open uk.mcafee.com and let me know are you able to
open.
John Belliveau: no, same result
Robert Kristensen: Us this url address "
http://216.49.88.118" to open
"us.mcafee.com" and then let me know are you able to open?
John Belliveau: no, same results
Robert Kristensen: John, I am sending instruction for the DOS Scan as it may
be possible that due to presence of certain viruses in the computer you are
not able to open it.
Robert Kristensen: At this point I believe a scan of your system in DOS is
required. A scan in DOS will require the chat session to be ended and can
take some time to complete. I am sending you some instructions in a new
window, that you'll want to print out, that will walk you through the
process of scanning in DOS. A scan in DOS does not prompt for your
permission before deleting any infected files. If any system files are
infected and cannot be cleaned, they may be deleted or renamed.
John Belliveau: Okay. I'll do as you suggest. However, I don't believe you
are on the right track. This is a BRAND NEW machine from Dell, RIGHT OUT OF
THE BOX
John Belliveau: Further, I can access any other web site. Are you trying to
say that there are viri which only affect access to your update web sites?
John Belliveau: Please help me to understand your logic
Robert Kristensen: Yes you are correct that there may be virus that affects
only some particular sites.
John Belliveau: And again I will take us back to my initial question which
you never answered: "Are you having trouble with this web site?"
Robert Kristensen: John, first I recommend you to run DOS Scan and then try
to open us.mcafee.com.
Robert Kristensen: I am going to send you some instructions that will open
in a new window on your screen. Please let me know when you have received
these instructions.
The agent is sending you to
http://tools.mcafeehelp.com/doc.php?siteid=1&docid=71397&support=ts.
Robert Kristensen: Have you received the page?
John Belliveau: Robert, I have received the instructions. I am still
awaiting a response to my 1st question...
Robert Kristensen: No, we are not having trouble with this website.
John Belliveau: Very well. I will follow your instructions. Am I able to get
back in contact with you
Robert Kristensen: John, in case if I will not be available then I recommend
you to provide the chat session number which I am going to provide you to
other agent.
Robert Kristensen: Your reference number for this chat session is 10070697.
Robert Kristensen: Is there anything else that I can assist you with today?
John Belliveau: no thank you
