Your computer is not protected

[joolsmeister]

Hi Folks,

To give you an update on whats been going on since i originally posted.

Spent around 2 hrs with some so called technician from the McAfee Support dept ( which sounded as though it was based in India, So for around 20 mins i had someone who couldnt speak very good english and the line quality was so bad i ended up hanging up in frustration ), who ended up asking me if i would allow him to connect to my computer and essentially take control of my computer. So for the next 2 hrs i sat there expecting lots of fantastic speedy work taking place on my computer. But oh no...What i witnessed was probably a grand total of about 10mins of activity, interspersed with complete inactivity. Bearing in mind i got the initial call from the support dept at 9pm BST, which was 2 hrs AFTER the time i requested.......I can only think that the long periods of inactivity were due to the fact that he was maybe dealing with multiple customers???...I really hope this is'nt the case but hey...I'm just a paying customer, who stupidly by the looks of it took out a 3 Year subscription to this service. So what have i got for my £100???. Well nothing frankly, apart from a program on my computer that is meant to protect it, but obviously isnt.

I have pasted below some info that i noticed the technician was looking at.. Any advice on this would be great...Oh....McAfee were meant to go back onto my computer again tonight at 4pm...Its now 10pm and no sign of any phone call or e-mail...

Here's a message to anyone form McAfee who may be reading this..... Unless this problem is rectified within the next seven day's, i will be seeking legal advice as to the ultimate end of commencing legal proceedings against you. I have looked over the tradings standards regulations that cover products such as those supplied by yourselves, having problems similar to what i am experiancing and frankly my take on this is that you have provided a product that is not fit for purpose, or that is faulty.. This breaches British Trading Standards and unless you can rectify the issues i am having then i will want a FULL refund. If either of these options are not forthcoming, then quite frankly, god help you...The only reason why i have posted this message on this forum is i have run out of contact details for yourselves and am fed up of broken promises with regards to representatives of McAfee getting back in touch with me.. Your choice guys..

Tech details below were taken from the computer management program , Application event log.

McShield service started.

Engine version : 5301.4018

DAT version : 5794.0000

Number of signatures in EXTRA.DAT : None

Names of threats that EXTRA.DAT can detect : None

A thread in process C:\PROGRA~1\McAfee\VIRUSS~1\mcshield.exe took longer than 90000 ms to complete a request.

The process will be terminated. Thread id : 4060 (0xfdc)

Thread address : 0x77885E74

Thread message :

Build VSCORE.14.0.0.435 / 5301.4018

Object being scanned = \Device\HarddiskVolume2\Program Files\NOS\bin\getPlus_Helper.dll

by C:\Windows\system32\services.exe

4(0)(0)

4(0)(0)

7200(0)(0)

7595(0)(0)

7005(0)(0)

7004(0)(0)

5006(0)(0)

5004(0)(0)

A thread in process C:\PROGRA~1\McAfee\VIRUSS~1\mcshield.exe took longer than 90000 ms to complete a request.

The process will be terminated. Thread id : 1148 (0x47c)

Thread address : 0x77885E74

Thread message :

Build VSCORE.14.0.0.435 / 5301.4018

Object being scanned = \Device\HarddiskVolume2\Program Files\NOS\bin\getPlus_Helper.dll

by C:\Windows\system32\services.exe

4(0)(0)

4(0)(0)

7200(0)(0)

7595(0)(0)

7005(0)(0)

7004(0)(0)

5006(0)(0)

5004(0)(0)

[GlindaDF]

Your computer is not protected

I'm having real trouble with my Security Center product also. I renewed my subscription to 3-User McAfee Total Protection in early October. Now, for the last week for no apparent reason it tells me I'm Not Protected for Computer & Files and E-mail & IM.  It says Action Required!  But when I click Fix, it initially does fix.  But as soon as I do anything (check my email or go online again) it says I'm not protected again.  I've used Virtual Technician to fix it, sometimes it says it is fixed, but reverts to the same behavior as soon as I do anything.  Or the Virtual technician does not fix it.  Over the last couple days I've reinstalled the Total Protection package at least 5 times.  But after each installation some part of the package is missing (Spam killer, or Virus Scan, etc).  I've used McAfee for years and have never had problems like this. 

 
I am not looking forward to speaking to a representative - I've been through that nightmare with hardware techs whose accents are so thick I can't understand them, and I don't have hours to stay on the phone or have them not call me back when asked.  Been there - done that with hardware support people. 

I am running an HP Pavillion dv9500 laptop with Vista Home Premium ( 32 bit ). I can't get anything done, and I'm afraid to deal with my email or transact any business online (although Internet & Network has been saying it is protected).

Right now "Computer & Files" and "E-mail & IM" says "the detection signature is more than 30 days old" and "Some components are missing.  Please reinstall McAfee VirusScan."  I've done this repeatedly with continued problems.

Any help would be appreciated?

Thanks

[Peacekeeper]

Have either of you run the Mcafee Virtual Technician found in the Technical Support and FAQ link in useful links above? OK I see Joolsmeister has can you retry and post session ID as well as tech support number if you have it.

GindaDF try it please.

I will mention this in tomorrow's call to the techs

[joolsmeister]

Peacekeeper,

Here is the service request number from McAfee 484570-397304815  .They last left me an e-mail on the 4th and i last sent a message on the 7th . Still no word from anyone at McAfee.... It also looks as though i might have a bit more weight behind my case as it seems there are a LOT of people with similar problems......Only 4 days to go.....

Best Regards

Jools

[jesdallas]

Yes I did the virtual technician thing and removal and installation.  I also ran the live.com scan and system check as suggested.  No problems reported other than some registry entries which needed to be clearn up.  My rate of spontanious "you and not protected" warnings is much lower than others are reporting, but it's still happening. I'm running Vista Ultimate on Dell laptop.   Up to date on all microsoft "important" and "critical" updates.

[ddavis400]

As was stated in a couple of posts, I have run the Virtual Techincian several times, it always finds 2 errors, sometimes it says it fixes everything, sometimes it comes back with a problem it says it cannot fix.  I also searched the knowledge base several times and did not find anything along the lines of this problem.

When I finally contacted chat support, they simply said I had a virus (whcih apparently penetrated the McAfee stuff) and offered to sell me the $89 cleaning service.  Here is what I received after that chat:

-     Order #: 
-     Service Request #: 397655951
-     Created Date: 11/01/2009 18:11:33
-     Description: continually alerted that McShield.exe not running, ran Virtual TEch several times no good, 
uninstalled McAfee, reinstalled, alerted again, run Virtual Technician several times, still showing same error

Running Windows XP Home on a Asus eee1000HE.

Anything else I might provide that would help?
 

Message was edited by: ddavis400 on 11/9/09 11:44 AM

Message was edited by: ddavis400 on 11/9/09 11:51 AM

[Peacekeeper]

Call today cancelled asked question via email to my contacts. Hopefully will have an answer Wednesday call.

ddavis400  Have you tried the free scanners we suggest if Mcafee scan does not show anything?

You can try this programme below, not sure if the infection could block it from running, so i would rename MBAM.exe to say abc1.exe.

Download the free version.
http://www.malwarebytes.org/

and

SUPERAntiSpyware: (SAS): http://www.superantispyware.com/

They are a good backup as all scanners are not 100% effective

[ddavis400]

Thanks, I have not used those yet, I will do so when I can get on my pc tonight.  I have tried a couple of others with nothing found.

[tromine]

Joolsmeister,

I am the McAfee Consumer Support Product Manager.  A member of the McAfee Support team will be contacting you tomorrow (Tuesday) morning, to get to the bottom of this.  It sounds like you have a fairly complex issue, as I see a few of our top product experts have been attempting to unravel it.  I know there are few things more frustrating than PC problems, especially when it involves the protection of the stuff you value.  We'll do everything humanly possible to fix this.  Sorry for the inconvenience.  We'll get it figured out.

Tracy Romine

Consumer Support Product Manager

http://community.mcafee.com/community/home/consumer_support_feedback

[joolsmeister]

Dear Tracy,

Thanks for getting in touch. I really hope this does get fixed and will ensure that i am up at the crack of dawn to receive the call. TO try and shed more light on this issue i have attached a screenshot below showing the extent of the problem. At last count i have over 1000 of these notification's, all from McAfee application and all showing the same error

Once again thanks for getting in touch

Regards

Jools Hodgson