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Walkthrough Guide
McAfee Virtual Technician 6.0.0
COPYRIGHTCopyright © 2010 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 byany means without the written permission of McAfee, Inc., or its suppliers or affiliate companies.
TRADEMARK ATTRIBUTIONSAVERT, EPO, EPOLICY ORCHESTRATOR, FOUNDSTONE, GROUPSHIELD, INTRUSHIELD, LINUXSHIELD, MAX (MCAFEE SECURITYALLIANCE EXCHANGE),MCAFEE, NETSHIELD, PORTALSHIELD, PREVENTSYS, SECURITYALLIANCE, SITEADVISOR, TOTAL PROTECTION, VIRUSSCAN, WEBSHIELD are registeredtrademarks or trademarks of McAfee, Inc. and/or its affiliates in the US and/or other countries. McAfee Red in connection with security is distinctive ofMcAfee brand products. All other registered and unregistered trademarks herein are the sole property of their respective owners.
LICENSE INFORMATION
License AgreementNOTICE TO ALL USERS: CAREFULLY READ THE APPROPRIATE LEGAL AGREEMENT CORRESPONDING TO THE LICENSE YOU PURCHASED, WHICH SETSFORTH THE GENERAL TERMS AND CONDITIONS FOR THE USE OF THE LICENSED SOFTWARE. IF YOU DO NOT KNOW WHICH TYPE OF LICENSE YOUHAVE ACQUIRED, PLEASE CONSULT THE SALES AND OTHER RELATED LICENSE GRANT OR PURCHASE ORDER DOCUMENTS THAT ACCOMPANY YOURSOFTWARE PACKAGING OR THAT YOU HAVE RECEIVED SEPARATELY AS PART OF THE PURCHASE (AS A BOOKLET, A FILE ON THE PRODUCT CD, OR AFILE AVAILABLE ON THE WEBSITE FROM WHICH YOU DOWNLOADED THE SOFTWARE PACKAGE). IF YOU DO NOT AGREE TO ALL OF THE TERMS SETFORTH IN THE AGREEMENT, DO NOT INSTALL THE SOFTWARE. IF APPLICABLE, YOU MAY RETURN THE PRODUCT TO MCAFEE OR THE PLACE OFPURCHASE FOR A FULL REFUND.
2 McAfee Virtual Technician 6.0.0 Walkthrough Guide
Contents
Preface 5About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Finding product documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
1 Introducing McAfee Virtual Technician 7Supported home and home office products . . . . . . . . . . . . . . . . . . . . . . . . 7Supported enterprise products . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
2 Getting Started with McAfee Virtual Technician 9Installing McAfee Virtual Technician for home and home products . . . . . . . . . . . . . . . 9Installing McAfee Virtual Technician for enterprise products . . . . . . . . . . . . . . . . . 10Running McAfee Virtual Technician . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Installing and Running Standalone McAfee Virtual Technician for all supported products . . . . . 13Technical support options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Other options in Session pane . . . . . . . . . . . . . . . . . . . . . . . . . 14No products . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Index 17
McAfee Virtual Technician 6.0.0 Walkthrough Guide 3
Contents
4 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 guideThis information describes the guide's target audience, the typographical conventions and icons usedin this guide, and how the guide is organized.
AudienceMcAfee 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 ofits features.
ConventionsThis 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 Words in the user interface including options, menus, buttons, and dialogboxes.
Hypertext blue 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 hardwareproduct.
McAfee Virtual Technician 6.0.0 Walkthrough Guide 5
Finding product documentationMcAfee provides the information you need during each phase of product implementation, frominstallation to daily use and troubleshooting. After a product is released, information about the productis entered into the McAfee online KnowledgeBase.
Task
1 Go to the McAfee Technical Support ServicePortal at http://mysupport.mcafee.com.
2 Under Self Service, access the type of information you need:
To access... Do this...
User documentation 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.
PrefaceFinding product documentation
6 McAfee Virtual Technician 6.0.0 Walkthrough Guide
1 Introducing McAfee Virtual Technician
This chapter introduces McAfee Virtual Technician and provides the list of supported home and homeoffice, and enterprise products.
McAfee Virtual Technician collects data that helps diagnose and resolve issues related to the McAfeeproducts installed on your computer. The diagnostic data mainly includes information about theinstalled McAfee products, operating system, browser, physical memory, system architecture, andvirtual memory.
About this guide
This guide provides information on using McAfee Virtual Technician to resolve critical issues withMcAfee products.
Contents
Supported home and home office products Supported enterprise products
Supported home and home office productsThe home and home office products supported by McAfee Virtual Technician include:
• VirusScan • SiteAdvisor
• QuickClean and Shredder • Personal Firewall
• SecurityCenter • Parental Controls
• Wireless Network Security • AntiSpam
• Easy Network • McAfee Anti Theft
• Data Backup
Supported enterprise products The enterprise products supported by McAfee Virtual Technician include:
• VirusScan Enterprise
• Common Management Agent
• ePolicy Orchestrator
• Total Protection Service - Agent
1
McAfee Virtual Technician 6.0.0 Walkthrough Guide 7
• 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
1 Introducing McAfee Virtual TechnicianSupported enterprise products
8 McAfee Virtual Technician 6.0.0 Walkthrough Guide
2 Getting Started with McAfee VirtualTechnician
This chapter provides detailed instructions for installing and using McAfee Virtual Technician for homeand home office, and enterprise products.
Installing McAfee Virtual Technician for home and homeproducts
This task provides step-by-step instructions for installing McAfee Virtual Technician for home and homeproducts.
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
1 Using a supported web browser, go to http://service.mcafee.com. The McAfee Services andSupport for Home and Home Office webpage appears.
If this page does not appear in the language you want, you can selectthe language from the Choose Language drop-down list (top right corner).
2 Click Go to Technical Support. The Technical Support for Home and Home Office webpage appears.
3 Click Start.
4 Click Next. The File Download - Security Warning dialog box appears.
5 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 theMVTInstaller.exe file to a temporary location on your computer.
The Run option is not available while downloading McAfee VirtualTechnician using Mozilla Firefox.
2
McAfee Virtual Technician 6.0.0 Walkthrough Guide 9
6 Double-click the downloaded MVTInstaller.exe file to start the standalone installation process. Thefollowing screen appears.
7 Click I Agree to accept the license agreement. The Installing McAfee Virtual Technician screen appears.
8 After the installation is complete, select or deselect the following options as required, then clickFinish.
• Select schedule scan and remediation — Select this option to schedule the McAfee Virtual Technicianscan and remediation. You can also select the schedule frequency, time in hours, and themeridian from the respective drop-down lists.
• Create desktop shortcut — Select this option to create the McAfee Virtual Technician shortcut ondesktop after installation.
• Launch McAfee Virtual Technician — Select this option to launch McAfee Virtual Technician immediatelyafter it is installed.
Installing McAfee Virtual Technician for enterprise productsThis task provides step-by-step instructions for installing McAfee Virtual Technician for enterpriseproducts.
Before you begin
McAfee Virtual Technician requires the following minimum system requirements:
Operating system
• Microsoft Windows 2000 operating system or later.
Web browsers
2 Getting Started with McAfee Virtual TechnicianInstalling McAfee Virtual Technician for enterprise products
10 McAfee Virtual Technician 6.0.0 Walkthrough Guide
• Internet Explorer 6.0 or later.
• Mozilla Firefox 2.0 or later.
Task
1 Using a supported web browser, go to https://mysupport.mcafee.com/eservice/Default.aspx. TheMcAfee Technical Support ServicePortal webpage appears.
2 Click McAfee Virtual Technician. The Welcome screen appears.
3 Click Next.
4 Click Next. The File Download - Security Warning dialog box appears.
5 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 theMVTInstaller.exe file to a temporary location on your computer.
The Run option is not available while downloading McAfee VirtualTechnician using Mozilla Firefox.
6 Double-click the downloaded MVTInstaller.exe file to start the standalone installation process.
Getting Started with McAfee Virtual TechnicianInstalling McAfee Virtual Technician for enterprise products 2
McAfee Virtual Technician 6.0.0 Walkthrough Guide 11
7 Click I Agree to accept the license agreement. The Installing McAfee Virtual Technician screen appears.
8 After the installation is complete, select or deselect the following options as required, then clickFinish.
• Select schedule scan and remediation — Select this option to schedule the McAfee Virtual Technicianscan and remediation. You can also select the schedule frequency, time in hours, and themeridian from the respective drop-down lists.
• Create desktop shortcut — Select this option to create the McAfee Virtual Technician shortcut ondesktop.
• Launch McAfee Virtual Technician — Select this option to launch McAfee Virtual Technician immediatelyafter it is installed.
Running McAfee Virtual TechnicianThis task provides instructions on running McAfee Virtual Technician to fix critical issues related to theMcAfee products installed on your computer.
Task
1 After installing McAfee Virtual Technician, click Start on the service portal webpage. The InitializingVirtual Technician page appears. After this, the Updating Virtual Technician page appears followedby the Running Virtual Technician page.
2 After Virtual Technician completes checking your computer, the Result page appears.
The AutoFix option is selected by default.
2 Getting Started with McAfee Virtual TechnicianRunning McAfee Virtual Technician
12 McAfee Virtual Technician 6.0.0 Walkthrough Guide
3 Click Next to fix problems detected by McAfee Virtual Technician. Alternatively, you can select GetMore Detail and click Next. The Resolving issues page appears followed by a page that displays thedetails of item(s) that can or cannot be fixed.
4 Click Fix Checked or Fix All based on whether you want to fix all or only the selected issues. The Allproblems fixed or Some problems could not be fixed page appears depending on whether McAfeeVirtual Technician has fixed all or some of the issues.
5 Click Continue. One of the following pages appear based on the products you have installed on yourcomputer:
• Technical Support Options page — If you have installed both home and home office andenterprise products.
• Link to Additional Information page (for Home and Home Office) — If you have installed onlythe home and home office products.
• Knowledge base Search page — If you have installed only the enterprise products.
6 Select the options for additional technical support as required.
Installing and Running Standalone McAfee Virtual Technicianfor all supported products
This section provides instructions to install McAfee Virtual Technician and run it as a standaloneproduct to resolve critical issues related to all supported products.
Task
1 Using a supported web browser, go to http://mvt.mcafee.com/mvt. The Welcome page appears.
2 Click Next.
3 Click Next again. The File Download - Security Warning dialog box appears.
4 Click Save to download the MVTInstaller.exe file to a temporary location on your computer and runMcAfee Virtual Technician later.
The Run option is not available while downloading McAfee VirtualTechnician using Mozilla Firefox.
5 Double-click the downloaded MVTInstaller.exe file and follow the on-screen instructions to installMcAfee Virtual Technician.
6 Click Start | Programs | McAfee | McAfee Virtual Technician. The Initializing page appears followed by theWelcome page.
7 Click Next. After McAfee Virtual Technician completes checking your computer, the Result pageappears. The AutoFix option is selected by default.
8 Click Next to fix problems detected by McAfee Virtual Technician. Alternatively, you can select GetMore Detail and click Next. The Resolving issues page appears followed by a page that displays thedetails of item(s) that can or cannot be fixed.
Getting Started with McAfee Virtual TechnicianInstalling and Running Standalone McAfee Virtual Technician for all supported products 2
McAfee Virtual Technician 6.0.0 Walkthrough Guide 13
9 Click Fix Checked or Fix All based on whether you want to fix all or only the selected issues. The Allproblems fixed or Some problems could not be fixed page appears depending on whether McAfeeVirtual Technician has fixed all or some of the issues.
10 Click Yes or No for additional technical support as required, then click Continue.
a If you choose to click Yes, one of the following pages appear based on the products you haveinstalled 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 Home Office) — If you have installed onlythe home and home office products.
• Knowledge base Search page — If you have installed only the enterprise products.
b If you choose to click No, the Thank you page appears requesting your feedback on McAfeeVirtual Technician. Select the appropriate options, then click Close.
Technical support optionsThis section provides instructions on using the technical support options page for home and homeoffice, and enterprise products.
Before you begin
McAfee's home and home office or enterprise product(s) must be installed on your computer.
Task
1 Select Home and Home Office or Small and Medium / Enterprise in the Technical Support Options page, thenclick Continue. The Link to Additional Information page appears.
If you select Small and Medium / Enterprise for English version of McAfeeVirtual Technician, the Knowledge base Search page appears. If youenter appropriate details and click Search, the McAfee ServicePortalSearch Results webpage appears.
2 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 Reportpage, click Final Report.
Other options in Session paneThis section provides information on the other options available in the Session pane of McAfee VirtualTechnician.
Option Definition
Problem Log Click this option to view an HTML file that has details of your computer and theMcAfee 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.
2 Getting Started with McAfee Virtual TechnicianTechnical support options
14 McAfee Virtual Technician 6.0.0 Walkthrough Guide
No products This section provides instructions on running McAfee Virtual Technician on your computer that doesnot have any McAfee products installed on it.
If you do not have any McAfee products installed on your computer, McAfee Virtual Technician does apre-install check by scanning your computer for any issues that might be preventing the installation ofthose products. If there are unsupported products installed on your computer, McAfee VirtualTechnician displays the list of supported products so that you can verify if the product is supported ornot.
Task
1 After launching McAfee Virtual Technician on your computer, follow the on-screen instructions toenable McAfee Virtual Technician to scan your computer. Once the scan is complete, the Noproducts 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.
3 Click Fix Checked or Fix All based on whether you want to fix all or only the selected issues. The Allproblems fixed or Some problems could not be fixed page appears depending on whether McAfeeVirtual Technician has fixed all or some of the issues.
4 Click Close to close the current McAfee Virtual Technician session.
If you click No on the No products found page, the Technical SupportOptions page appears. Select the required support option, then clickContinue. See Technical support options section for more information.
Getting Started with McAfee Virtual TechnicianNo products 2
McAfee Virtual Technician 6.0.0 Walkthrough Guide 15
2 Getting Started with McAfee Virtual TechnicianNo products
16 McAfee Virtual Technician 6.0.0 Walkthrough Guide
Index
A
about this guide 5
C
conventions and icons used in this guide 5
D
diagnostic details 14
documentationaudience for this guide 5product-specific, finding 6typographical conventions and icons 5
E
enterprise products 7
H
home and home office products 7
I
install McAfee Virtual Technician for enterprise products 10
install McAfee Virtual Technician for home and home products 9introducing McAfee Virtual Technician 7introduction
McAfee Virtual Technician 7
M
McAfee ServicePortal, accessing 6McAfee Virtual Technician
install instructions for enterprise products 10
McAfee Virtual Technician (continued)install instructions for home products 9introduction 7prerequisites 9run offline 13
N
no supported products 15
P
problem log 14
S
ServicePortal, finding product documentation 6session pane options 14
supportedenterprise products 7home and home office products 7
supported enterprise products 7supported home user products 7
T
technical support optionsenterprise 14
home and home office 14
Technical Support, finding product information 6
McAfee Virtual Technician 6.0.0 Walkthrough Guide 17
