McAfee Virtual Technician 6.0

Walkthrough Guide

McAfee Virtual Technician 6.0.0

COPYRIGHT

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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 ACCOMPANY 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 WEBSITE 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.

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Preface 5

About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Finding product documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Introducing McAfee Virtual Technician 7

Supported home and home office products . . . . . . . . . . . . . . . . . . . . . . . . 7

Supported enterprise products . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Getting Started with McAfee Virtual Technician 9

Installing McAfee Virtual Technician for home and home products . . . . . . . . . . . . . . . 9

Installing McAfee Virtual Technician for enterprise products . . . . . . . . . . . . . . . . . 10

Running McAfee Virtual Technician . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Installing and Running Standalone McAfee Virtual Technician for all supported products . . . . . 13

Technical support options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Other options in Session pane . . . . . . . . . . . . . . . . . . . . . . . . .

No products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Index 17

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Contents

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Preface

This section provides information about the walkthrough guide and the related product documentation.

Contents

About this guide

Finding product documentation

About this guide

This information describes the guide's target audience, the typographical conventions and icons used in this guide, and how the guide is organized.

Audience

McAfee documentation is carefully researched and written for the target audience.

The information in this guide is intended primarily for:

• Users — People who use the computer where the software is running and can access some or all of its features.

Conventions

This guide uses the following typographical conventions and icons.

Book title or Emphasis Title of a book, chapter, or topic; introduction of a new term; emphasis.

Bold

Text that is strongly emphasized.

User input or Path

Commands and other text that the user types; the path of a folder or program.

Code

A code sample.

User interface

Hypertext blue

Words in the user interface including options, menus, buttons, and dialog boxes.

A live link to a topic or to a website.

Note: Additional information, like an alternate method of accessing an option.

Tip: Suggestions and recommendations.

Important/Caution: Valuable advice to protect your computer system, software installation, network, business, or data.

Warning: Critical advice to prevent bodily harm when using a hardware product.

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Preface

Finding product documentation

McAfee provides the information you need during each phase of product implementation, from installation to daily use and troubleshooting. After a product is released, information about the product is entered into the McAfee online KnowledgeBase.

Task

Go to the McAfee Technical Support ServicePortal at http://mysupport.mcafee.com

Under Self Service, access the type of information you need:

To access...

User documentation

Do this...

1 Click Product Documentation.

2 Select a Product, then select a Version.

3 Select a product document.

KnowledgeBase

• Click Search the KnowledgeBase for answers to your product questions.

• Click Browse the KnowledgeBase for articles listed by product and version.

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Introducing McAfee Virtual Technician

This chapter introduces McAfee Virtual Technician and provides the list of supported home and home office, and enterprise products.

McAfee Virtual Technician collects data that helps diagnose and resolve issues related to the McAfee products installed on your computer. The diagnostic data mainly includes information about the installed McAfee products, operating system, browser, physical memory, system architecture, and virtual memory.

About this guide

This guide provides information on using McAfee Virtual Technician to resolve critical issues with

McAfee products.

Contents

Supported home and home office products

Supported enterprise products

Supported home and home office products

The home and home office products supported by McAfee Virtual Technician include:

• VirusScan • SiteAdvisor

• QuickClean and Shredder

• SecurityCenter

• Wireless Network Security

• Easy Network

• Data Backup

• Personal Firewall

• Parental Controls

• AntiSpam

• McAfee Anti Theft

Supported enterprise products

The enterprise products supported by McAfee Virtual Technician include:

• VirusScan Enterprise

• Common Management Agent

• ePolicy Orchestrator

• Total Protection Service - Agent

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Introducing McAfee Virtual Technician

Supported enterprise products

• Total Protection Service - Virus and Spyware Protection

• Total Protection Service - Firewall Protection

• Total Protection Service - Browser Protection

• Host Intrusion Prevention Server

• Host Intrusion Prevention Client

• McAfee Quarantine Manager

• McAfee Policy Auditor Agent

• McAfee Risk Advisor

• McAfee Security for Lotus Domino

• McAfee Security Service for Exchange

• McAfee Solidifier

• Endpoint Encryption for PC v6

• Endpoint Encryption Agent

• Asset Baseline Monitor

• McAfee Network Access Control Client

• McAfee Network Access Control Guest Client

• McAfee Network Access Control Server

• System Information Reporter

• SiteAdvisor Enterprise

• McAfee Security for Microsoft SharePoint

• McAfee Host Data Loss Prevention

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Getting Started with McAfee Virtual

Technician

This chapter provides detailed instructions for installing and using McAfee Virtual Technician for home and home office, and enterprise products.

Installing McAfee Virtual Technician for home and home products

This task provides step-by-step instructions for installing McAfee Virtual Technician for home and home products.

Before you begin

McAfee Virtual Technician requires the following minimum system requirements:

Operating system

• Microsoft Windows 2000 operating system or later.

Web browsers

• Internet Explorer 6.0 or later.

• Mozilla Firefox 2.0 or later.

Task

Using a supported web browser, go to http://service.mcafee.com

. The McAfee Services and

Support for Home and Home Office webpage appears.

If this page does not appear in the language you want, you can select the language from the Choose Language drop-down list (top right corner).

Click Go to Technical Support. The Technical Support for Home and Home Office webpage appears.

Click Start.

Click Next. The File Download - Security Warning dialog box appears.

Click Run, then follow the on-screen instructions to install McAfee Virtual Technician from download.mcafee.com

. To install McAfee Virtual Technician later, click Save and download the

MVTInstaller.exe file to a temporary location on your computer.

The Run option is not available while downloading McAfee Virtual

Technician using Mozilla Firefox.

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Getting Started with McAfee Virtual Technician

Installing McAfee Virtual Technician for enterprise products

Double-click the downloaded MVTInstaller.exe file to start the standalone installation process. The following screen appears.

Click I Agree to accept the license agreement. The Installing McAfee Virtual Technician screen appears.

After the installation is complete, select or deselect the following options as required, then click

Finish.

• Select schedule scan and remediation — Select this option to schedule the McAfee Virtual Technician scan and remediation. You can also select the schedule frequency, time in hours, and the meridian from the respective drop-down lists.

• Create desktop shortcut — Select this option to create the McAfee Virtual Technician shortcut on desktop after installation.

• Launch McAfee Virtual Technician — Select this option to launch McAfee Virtual Technician immediately after it is installed.

Installing McAfee Virtual Technician for enterprise products

This task provides step-by-step instructions for installing McAfee Virtual Technician for enterprise products.

Before you begin

McAfee Virtual Technician requires the following minimum system requirements:

Operating system

• Microsoft Windows 2000 operating system or later.

Web browsers

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Getting Started with McAfee Virtual Technician

Installing McAfee Virtual Technician for enterprise products

• Internet Explorer 6.0 or later.

• Mozilla Firefox 2.0 or later.

Task

Using a supported web browser, go to https://mysupport.mcafee.com/eservice/Default.aspx

. The

McAfee Technical Support ServicePortal webpage appears.

Click McAfee Virtual Technician. The Welcome screen appears.

Click Next.

Click Next. The File Download - Security Warning dialog box appears.

Click Run, then follow the on-screen instructions to install McAfee Virtual Technician from download.mcafee.com

. To install McAfee Virtual Technician later, click Save and download the

MVTInstaller.exe file to a temporary location on your computer.

The Run option is not available while downloading McAfee Virtual

Technician using Mozilla Firefox.

Double-click the downloaded MVTInstaller.exe file to start the standalone installation process.

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Getting Started with McAfee Virtual Technician

Running McAfee Virtual Technician

Click I Agree to accept the license agreement. The Installing McAfee Virtual Technician screen appears.

After the installation is complete, select or deselect the following options as required, then click

Finish.

• Create desktop shortcut — Select this option to create the McAfee Virtual Technician shortcut on desktop.

• Launch McAfee Virtual Technician — Select this option to launch McAfee Virtual Technician immediately after it is installed.

Running McAfee Virtual Technician

This task provides instructions on running McAfee Virtual Technician to fix critical issues related to the

McAfee products installed on your computer.

Task

After installing McAfee Virtual Technician, click Start on the service portal webpage. The Initializing

Virtual Technician page appears. After this, the Updating Virtual Technician page appears followed by the Running Virtual Technician page.

After Virtual Technician completes checking your computer, the Result page appears.

The AutoFix option is selected by default.

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Getting Started with McAfee Virtual Technician

Installing and Running Standalone McAfee Virtual Technician for all supported products

Click Next to fix problems detected by McAfee Virtual Technician. Alternatively, you can select Get

More Detail and click Next. The Resolving issues page appears followed by a page that displays the details of item(s) that can or cannot be fixed.

Click Fix Checked or Fix All based on whether you want to fix all or only the selected issues. The All problems fixed or Some problems could not be fixed page appears depending on whether McAfee

Virtual Technician has fixed all or some of the issues.

Click Continue. 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.

• Knowledge base Search page — If you have installed only the enterprise products.

Select the options for additional technical support as required.

Installing and Running Standalone McAfee Virtual Technician for all supported products

This section provides instructions to install McAfee Virtual Technician and run it as a standalone product to resolve critical issues related to all supported products.

Task

Using a supported web browser, go to http://mvt.mcafee.com/mvt . The Welcome page appears.

Click Next.

Click Next again. The File Download - Security Warning dialog box appears.

Click Save to download the MVTInstaller.exe file to a temporary location on your computer and run

McAfee Virtual Technician later.

The Run option is not available while downloading McAfee Virtual

Technician using Mozilla Firefox.

Double-click the downloaded MVTInstaller.exe file and follow the on-screen instructions to install

McAfee Virtual Technician.

Click Start | Programs | McAfee | McAfee Virtual Technician. The Initializing page appears followed by the

Welcome page.

Click Next. After McAfee Virtual Technician completes checking your computer, the Result page appears. The AutoFix option is selected by default.

Click Next to fix problems detected by McAfee Virtual Technician. Alternatively, you can select Get

More Detail and click Next. The Resolving issues page appears followed by a page that displays the details of item(s) that can or cannot be fixed.

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Getting Started with McAfee Virtual Technician

Technical support options

Virtual Technician has fixed all or some of the issues.

Click Yes or No for additional technical support as required, then click Continue.

If you choose to click Yes, 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.

• Knowledge base Search page — If you have installed only the enterprise products.

If you choose to click No, the Thank you page appears requesting your feedback on McAfee

Virtual Technician. Select the appropriate options, then click Close.

Technical support options

This section provides instructions on using the technical support options page for home and home office, and enterprise products.

Before you begin

McAfee's home and home office or enterprise product(s) must be installed on your computer.

Task

Select Home and Home Office or Small and Medium / Enterprise in the Technical Support Options page, then click Continue. The Link to Additional Information page appears.

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.

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

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

Other options in Session pane

This section provides information on the other options available in the Session pane of McAfee Virtual

Technician.

Option

Problem Log

Definition

Click this option to view an HTML file that has details of your computer and the

McAfee product deviations detected by McAfee Virtual Technician.

Diagnostic Details

Click this option 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.

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Getting Started with McAfee Virtual Technician

No products

This section provides instructions on running McAfee Virtual Technician on your computer that does not have any McAfee products installed on it.

If you do not have any McAfee products installed on your computer, McAfee Virtual Technician does a pre-install check by scanning your computer for any issues that might be preventing the installation of those products. If there are unsupported products installed on your computer, McAfee Virtual

Technician displays the list of supported products so that you can verify if the product is supported or not.

Task

After launching McAfee Virtual Technician on your computer, follow the on-screen instructions to enable McAfee Virtual Technician to scan your computer. Once the scan is complete, the No products found page appears.

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.

Virtual Technician has fixed all or some of the issues.

Click Close to close the current McAfee Virtual Technician session.

If you click No on the No products found page, the Technical Support

Options page appears. Select the required support option, then click

Continue. See Technical support options section for more information.

McAfee Virtual Technician 6.0.0 Walkthrough Guide

Getting Started with McAfee Virtual Technician

No products

McAfee Virtual Technician 6.0.0 Walkthrough Guide