Walkthrough Guide. McAfee Virtual Technician 6.0.0

Transcription

1 Walkthrough Guide McAfee Virtual Technician 6.0.0

2 COPYRIGHT Copyright 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 by any means without the written permission of McAfee, Inc., or its suppliers or affiliate companies. TRADEMARK ATTRIBUTIONS AVERT, EPO, EPOLICY ORCHESTRATOR, FOUNDSTONE, GROUPSHIELD, INTRUSHIELD, LINUXSHIELD, MAX (MCAFEE SECURITYALLIANCE EXCHANGE), MCAFEE, NETSHIELD, PORTALSHIELD, PREVENTSYS, SECURITYALLIANCE, SITEADVISOR, TOTAL PROTECTION, 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 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. 2 McAfee Virtual Technician Walkthrough Guide

3 Contents Preface 5 About this guide Audience Conventions Finding product documentation Introducing McAfee Virtual Technician 7 Supported home and home office products Supported enterprise products Getting Started with McAfee Virtual Technician 9 Installing McAfee Virtual Technician for home and home products Installing McAfee Virtual Technician for enterprise products Running McAfee Virtual Technician Installing and Running Standalone McAfee Virtual Technician for all supported products Technical support options Other options in Session pane No products Index 17 McAfee Virtual Technician Walkthrough Guide 3

4 Contents 4 McAfee Virtual Technician Walkthrough Guide

5 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 User input or Path Code Text that is strongly emphasized. Commands and other text that the user types; the path of a folder or program. 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 Walkthrough Guide 5

6 Preface Finding product documentation 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 1 Go to the McAfee Technical Support ServicePortal at 2 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. 6 McAfee Virtual Technician Walkthrough Guide

7 1 Introducing 1 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 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 McAfee Virtual Technician Walkthrough Guide 7

8 1 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 8 McAfee Virtual Technician Walkthrough Guide

9 2 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 1 Using a supported web browser, go to 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). 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 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 Walkthrough Guide 9

10 2 Getting Started with McAfee Virtual Technician Installing McAfee Virtual Technician for enterprise products 6 Double-click the downloaded MVTInstaller.exe file to start the standalone installation process. The following 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 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 10 McAfee Virtual Technician Walkthrough Guide

11 Getting Started with McAfee Virtual Technician Installing McAfee Virtual Technician for enterprise products 2 Internet Explorer 6.0 or later. Mozilla Firefox 2.0 or later. Task 1 Using a supported web browser, go to The McAfee 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 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. 6 Double-click the downloaded MVTInstaller.exe file to start the standalone installation process. McAfee Virtual Technician Walkthrough Guide 11

12 2 Getting Started with McAfee Virtual Technician Running McAfee Virtual Technician 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 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. 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 1 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. 2 After Virtual Technician completes checking your computer, the Result page appears. The AutoFix option is selected by default. 12 McAfee Virtual Technician Walkthrough Guide

13 Getting Started with McAfee Virtual Technician Installing and Running Standalone McAfee Virtual Technician for all supported products 2 3 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. 4 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. 5 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. 6 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 1 Using a supported web browser, go to 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 run McAfee Virtual Technician later. The Run option is not available while downloading McAfee Virtual Technician using Mozilla Firefox. 5 Double-click the downloaded MVTInstaller.exe file and follow the on-screen instructions to install McAfee Virtual Technician. 6 Click Start Programs McAfee McAfee Virtual Technician. The Initializing page appears followed by the Welcome page. 7 Click Next. After McAfee Virtual Technician completes checking your computer, the Result page appears. The AutoFix option is selected by default. 8 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 Walkthrough Guide 13

14 2 Getting Started with McAfee Virtual Technician Technical support options 9 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. 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 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. b 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 1 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. 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 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 Diagnostic Details 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. 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. 14 McAfee Virtual Technician Walkthrough Guide

15 Getting Started with McAfee Virtual Technician No products 2 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 1 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. 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 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. 4 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 Walkthrough Guide 15

16 2 Getting Started with McAfee Virtual Technician No products 16 McAfee Virtual Technician Walkthrough Guide

17 Index A about this guide 5 C conventions and icons used in this guide 5 D diagnostic details 14 documentation audience for this guide 5 product-specific, finding 6 typographical 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 9 introducing McAfee Virtual Technician 7 introduction McAfee Virtual Technician 7 McAfee Virtual Technician (continued) install instructions for home products 9 introduction 7 prerequisites 9 run offline 13 N no supported products 15 P problem log 14 S ServicePortal, finding product documentation 6 session pane options 14 supported enterprise products 7 home and home office products 7 supported enterprise products 7 supported home user products 7 T technical support options enterprise 14 home and home office 14 Technical Support, finding product information 6 M McAfee ServicePortal, accessing 6 McAfee Virtual Technician install instructions for enterprise products 10 McAfee Virtual Technician Walkthrough Guide 17