Troubleshooting McAfee SaaS Endpoint Protection (McAfee Total Protection)
Previewing PDF or Adding PDF to Email Message Is Slow
In Outlook, when adding a PDF to a message, or previewing a PDF in an existing message, Outlook pauses for about 30 seconds and then continues normally. This has been observed with Outlook 2010 and McAfee SaaS agent version 5.4.0 Patch 1. Upgrade the agent to the latest by reinstalling with the URL or standalone agent, or wait for the program update to deploy by itself.
Cannot Load Outlook Add-In
When launching Microsoft Outlook, the following error is displayed:
This occurs due to an obsolete reference in Outlook's configuration data. To resolve:
In Windows Vista:
Unable to Update
There are a number of issues that may cause McAfee Total Protection not to update:
Old Update Date
Under the About Total Protection for Small Business dialog, the Last Updated date may be several months old. This is the last update to the program and engine. These updates are issued approximately once a year. The date by Last Checked is when the system last looked for a virus definitions update (but not necessarily when it actually updated the definitions). The definitions database date is shown by Created On. This date will always be yesterday or a few days old because it is a U.S. date stamp and updates are issued on Monday to Friday, U.S. time.
When installing McAfee Total Protection using the browser-based (URL) method, an ActiveX control is installed, which then downloads and installs the main program. However, during the attempt to launch the ActiveX control, Internet Explorer says:
This can occur if certain library files are old, not registered properly, or if mismatched versions are installed. (This should generally not happen on Windows 2000 and above because later versions of Windows are more resilient against problems with library files.)
McAfee Total Protection will not allow the system to shutdown or reboot if a diskette is in the floppy drive, and will beep continuously. On systems without speakers, this will appear as if the shutdown/reboot process has frozen. Remove the floppy disk.
McAfee Total Protection requires outbound access on port 443 to perform system status uploads. If port 443 is not available, non-secure status uploads are performed over port 80.
On Windows 98 and Windows Me you may experience erratic mouse behaviour and very slow response to opening documents, programs and so on. A patch is available for this issue. Please contact us.
Overflowing memory buffers is a way for malicious code to circumvent the normal function of an application or operating system. McAfee Total Protection has the ability to detect this sort of operation and prevent it from succeeding — although the best way to protect against buffer overflows is to install the software updates which remedy them. However, sometimes legitimate programs trigger buffer overflows which would not normally cause a problem, but McAfee Total Protection will cause the program to fail. Some known applications that exhibit this behaviour are:
McAfee Icon Disappears and Reappears
This is by design and occurs during signature updates. McAfee Total Protection updates itself without requiring a reboot, so when updates are downloaded, McAfee Total Protection is closed, the updates are applied, and it starts again. Usually this only takes a few seconds, but on slower machines, or if you have not had an update for a while (more than a few weeks), the McAfee icon may be missing for something like 60 seconds. In this situation, be patient: McAfee will reappear when the updates are finished.
Terminal Services Issues
Removing Existing Antivirus Systems
Stop 0x000000be Error
A system that has had McAfee uninstalled may generate STOP 0x000000be (ATTEMPTED_WRITE_TO_READONLY_MEMORY) errors. This occurs because the various associated McAfee driver files remain on the system. Use Sysinternals' Autoruns tool to disable (not delete) the various McAfee entries under the Drivers tab.