McAfee Total Protection 5.00 Installation Guide

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McAfee Total Protection ServiceInstallation Guide


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COPYRIGHT

Copyright 2009 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 formor 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 inconnection with security is distinctive of McAfee brand products. All other registered and unregistered trademarks herein are the sole propertyof 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 WHICHTYPE OF LICENSE YOU HAVE ACQUIRED, PLEASE CONSULT THE SALES AND OTHER RELATED LICENSE GRANT OR PURCHASE ORDER DOCUMENTSTHAT 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 YOUDO NOT AGREE TO ALL OF THE TERMS SET FORTH IN THE AGREEMENT, DO NOT INSTALL THE SOFTWARE. IF APPLICABLE, YOU MAY RETURNTHE PRODUCT TO MCAFEE OR THE PLACE OF PURCHASE FOR A FULL REFUND.

License Attributions

Refer to the product Release Notes.

McAfee Total Protection Service Installation Guide2


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ContentsIntroduction to Total Protection Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

After you place your order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Merging multiple orders or accounts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Installation environment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Supported operating systems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

RAM requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Requirements for email protection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Requirements for the email server security application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Advanced network environments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Decide whether to set up relay servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

How firewall protection interacts with the Windows firewall. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Support for corporate firewalls or proxy servers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Terminal server support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Preparing to Install the Client Software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Uninstalling active virus protection software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Uninstalling active firewall software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Configuring your browser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Installing the standalone installation agent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Installing Total Protection Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Summary of installation methods. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

The standard installation process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Requirements for standard installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Sending an installation URL to users. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Installing with a URL. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

The silent installation process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Requirements for silent installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Installing with silent installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Designating a relay server with VSSETUP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

VSSETUP parameters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

The push installation process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Considerations for scheduling push installations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

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Requirements for push installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Preparing the administrative computer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Installing with push installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Removing the Push Install utility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Processes for pre-installed and CD versions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

About pre-installed trial and full subscriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

When you first turn on the computer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Activating the copy of Total Protection Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Purchasing or renewing a full subscription. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Viewing or creating an account enrollment key. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Activating your license key after installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Completing the installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Testing virus protection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Scanning the client computer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Scanning the email Inbox. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Troubleshooting and support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Frequently asked questions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Questions about installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Questions about pre-installed or CD versions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Error messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Error messages for installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Error messages for pre-installed and CD versions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Contacting product support. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36


Contents


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Introduction to Total Protection Service

This guide contains the information required to prepare for and install the McAfee

Total

Protection Service software on client computers.

NOTE: Some types of protection managed by Total Protection Service do not reside as softwareon client computers. Therefore, they are not included in this guide. If your purchase includedemail protection, the email server security application, or vulnerability scanning, refer to emailsand materials from McAfee for instructions on installing them.

Contents

After you place your orderInstallation environment

Advanced network environments

After you place your orderWhen you place an order for Total Protection Service, you supply an email address, and your

account is associated with that email address. After you submit your order:

1 McAfee processes your order.

2 You receive three emails.Contains...This email...

The download URL and instructions for installing the client software, activating

and setting up the protection you purchased, accessing documentation, and

contacting customer support.

Welcome

Instructions for logging on to the McAfee SecurityCenter administrative website

and changing your password. You must use Microsoft Internet Explorer

Logon credentials

(version 6.0 or later) or Mozilla Firefox (version 2.0 or later) to access the

SecurityCenter.

The grant number for the order, which is required for customer support.Grant letter

NOTE: If you purchase Total Protection Service from a McAfee partner who manages securityfor you, the partner usually receives these emails. If you have questions about which emailsyou should receive, contact the partner.

Merging multiple orders or accounts

If you placed more than one order using different email addresses, you have more than one

Total Protection Service account.

Use this task to merge separate accounts so that all your security information and emails are

sent to a single email address.



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Task

For option definitions, click? in the interface.

1 From your web browser, log on to the SecurityCenter. Login credentials were sent to you

in a Welcome email when you purchased Total Protection Service.

NOTE: You must use Internet Explorer (version 6.0 or later) or Firefox (version 2.0 or later)

to log on to the SecurityCenter.

2 On the My Account page, click the Accounts & Keys tab.

3 In the Manage Accounts section, select Merge another account.

4 Enter the email address and password for the account you want to merge into your main

account, then clickNext. The main account is the one that uses the email address where

you want to receive status emails and messages regarding all your subscriptions.

5 Verify that the licenses and computers listed for the account are the ones you want to

merge.

6 ClickMerge Account.

Installation environmentTotal Protection Service is designed for Microsoft Windows operating systems running on a PC

platform. The client software installs and runs on computers equipped with:

An Intel Pentium processor or compatible architecture.

Microsoft Internet Explorer 6.0 or later.

Check these topics for additional requirements and support guidelines:

Supported operating systems

RAM requirements

Requirements for email protection

Requirements for the email server security application

Supported operating systems

Use this table to verify that client computers are running supported operating systems. This

table includes only the types of protection that require installation of a client component.

ProtectionOperating system

Content filteringBrowserVirus and spyware,

firewall

Client computers

XWindows 2000 Professional

with Service Pack 3 or later

XXXWindows XP Home

Windows XP Professional


(32-bit and 64-bit)

Introduction to Total Protection ServiceInstallation environment



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ProtectionOperating system

Content filteringBrowserVirus and spyware,

firewall

XXXWindows Vista

(32-bit and 64-bit)

XXXWindows 7

(32-bit and 64-bit)

Servers

XWindows 2000 Server

Advanced Server

Small Business Server


XXXWindows 2003 Standard Server

Enterprise Server

Small Business Server(32-bit and 64-bit)

XXXWindows Server 2008

Standard Server

Enterprise Server

Small Business Server

Essential Business Server

(32-bit and 64-bit)

When upgrading the operating system

If you upgrade the operating system on a client computer (for example, from Windows 2000to Windows XP) and you want to leave your existing files and programs intact during the

upgrade, you must first uninstall Total Protection Service. You can reinstall it after the upgrade

is complete.

Support for Windows Home Server

A different version of the Total Protection Service client software is being developed for

computers running Microsoft Windows Home Server. Administrators running Windows Home

Server software will have access to the SecurityCenter to download this version, which will allow

the Total Protection Service client software to interact with the Windows Home Server console.

Please note these differences between the two versions of Total Protection Service:

Installing on computers running Windows Home Server requires a different installation

program than the one described in this guide in order to interact with the Windows Home

Server console.

Download the installation program from the Utilities page of the SecurityCenter (when the

program becomes available).

The client software for Windows Home Server supports only virus and spyware protection.

A separate product guide that describes the installation process and features unique to the

Windows Home Server product will be available from the Help page of the SecurityCenter.




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Installation methods described in this guide are not supported installation methods of the

client software on a computer running Windows Home Server.

Operating system support ending

Support for the Windows 2000 operating system is scheduled to end.

Computers running Total Protection Service will still be protected from existing threats, but they

will no longer receive product updates and DAT files updated with protection for the latest

threats.

For more information about support for Windows 2000, visit:

http://www.mcafee.com/us/small/support/customer_service/end_life.html

Notifying users when support ends

By default, Total Protection Service displays notifications on client computers to remind users

that support is ending for their operating system. Notifications appear:

When upgrades to product components, such as the scanning engine, are scheduled to end

on a specific date or will end within 30 days.

When updates to detection definition (DAT) files have ended or will end within 30 days.

A policy option determines whether support notifications are displayed. However, notifications

are not displayed for computers running versions of Windows for which support has already

ended.

Use this task to enable or disable automatic notifications.

Task


1 From your web browser, log on to the SecurityCenter. Login credentials were sent to you

in a Welcome email when you purchased Total Protection Service.2 On the Policies page, clickAdd Policy to create a new policy, or clickEdit to modify an

existing policy.

3 On the Client Settings tab, select or deselect Display support notifications on client

computers.

4 ClickSave.

RAM requirements

Before installing Total Protection Service, use this table to verify that sufficient RAM is installed

on client computers.

RecommendedMinimum for multiple

types of protection

Minimum for single

type of protection

Operating system

1 GB1 GB512 MBWindows 2000

1 GB1 GB512 MBWindows XP

2 GB1 GB512 MBWindows 2003

2 GB1 GB1 GBWindows Vista

2 GB1 GB1 GBWindows 7


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RecommendedMinimum for multiple

types of protection

Minimum for single

type of protection

Operating system

2 GB1 GB512 MBWindows Server 2008

2 GB1 GB512 MBOther Servers

NOTE: When calculating the total RAM required, consider the memory requirements of othersoftware applications running on client computers.

Requirements for email protection

If your subscription includes email protection, be sure your network meets these requirements

to set up and run email protection:

A dedicated email server, either in-house or hosted by an ISP.

A company email domain, such as yourdomain.com, with a static IP address.

Instructions for setting up email protection are provided in an email from McAfee and in the

product guide, available on the Help page of the SecurityCenter.

Requirements for the email server security application

If your subscription includes the email server security application, check these lists to verify

that your email server meets or exceeds minimum requirements. Instructions for installing the

email server security application are provided in emails and materials from McAfee.

McAfee GroupShield for Microsoft Exchange Server

Minimum requirements for Microsoft Exchange Server 2007:

x64 architecture-based processor with EM64T or AMD64 support.

2 GB of RAM. 740 MB free disk space.

Microsoft Exchange 2007.

Internet Explorer 6.0 or later.

One of these operating systems:

Microsoft Windows 2003 Server with Service Pack 1 (64-bit).

Microsoft Windows 2003 R2, Standard or Enterprise Edition (64-bit).

Minimum requirements for Microsoft Exchange Server 2003:

Intel Pentium or compatible 133MHz processor.

256 MB of RAM (512 MB recommended).

740 MB free disk space.

Microsoft Exchange 2003 with Service Pack 1 or later.



Microsoft Windows 2000 Server with Service Pack 4.

Microsoft Windows 2000 Advanced Server with Service Pack 4.

Microsoft Windows Server 2003 Standard Edition (32-bit).




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Microsoft Windows Server 2003 Enterprise Edition (32-bit).

Minimum requirements for Microsoft Exchange Server 2000 with Service Pack 3:


128 MB of RAM (256 MB recommended).

740 MB of free disk space.

Microsoft Exchange 2000 with Service Pack 3.

Microsoft Windows 2000 Server with Service Pack 4.


McAfee GroupShield for Lotus Domino, Windows edition

Minimum requirement:


512 MB of RAM (1 GB recommended).

Internet Explorer 6.0 or later set as the default browser.


Microsoft Windows 2000 or 2003 Server.

Microsoft Windows 2000 Advanced Server with Service Pack 4 or later.

Microsoft Windows Server 2003 Enterprise Server with Service Pack 2 or later.

Advanced network environmentsA few features might be appropriate to consider before installing Total Protection Service on

networks with certain characteristics.

Check this topicIf your network includes...

Decide whether to set up relay serversOne or more computers without an Internet connection

How firewall protection interacts with the Windows firewallComputers running the Windows firewall

Support for corporate firewalls or proxy serversA corporate firewall or proxy server

Terminal server supportTerminal servers or shared computers where the fast userswitching feature is used

Decide whether to set up relay serversBefore installing Total Protection Service, decide whether you want to set up relay servers and

which computers should be relay servers. This affects which installation methods you can usefor these computers.

When to set up relay servers

It is not necessary to set up relay servers. However, you might want to consider designating

one or more computers as relay servers if any computers on your network do not have a direct

connection to the Internet.

Introduction to Total Protection ServiceAdvanced network environments



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What is a relay server?

The Internet Independent Updating (IIU) feature allows computers without an Internet

connection to receive software updates through another local computer that has been designated

as a relay server. Any computer with an Internet connection can be set up as a relay server at

the time the client software is installed or at a later time. A relay server acts as a proxy for

other computers by allowing them to use its connection to check for updates.

How to set up relay servers

Specify relay servers using these methods:

Silent installation Designate a relay server during installation, or run VSSETUP at any time

to reconfigure a client computer as a relay server.

Push installation Perform a separate push operation to push files to computers that will

serve as relay servers and computers that will not serve as relay servers.

How firewall protection interacts with the Windows firewall

If client computers on your network have been running the Windows firewall, and you plan toinstall firewall protection with Total Protection Service, you should be aware of the way in which

the two firewalls interact.

To ensure complete protection on computers running Windows XP, Windows Vista, or Windows

7, firewall protection automatically disables the Windows firewall and configures itself as the

default firewall. This enables it to monitor communications for Internet applications and track

events for reporting purposes.

We recommend that you do not re-enable the Windows firewall while the Total Protection

Service firewall is enabled.

CAUTION: If both firewalls are enabled, the Total Protection Service firewall lists only a subsetof the blocked IP addresses in its report, Inbound Events Blocked by the Firewall. The Windows

firewall blocks some of these addresses; however, it does not report them because event loggingis disabled in the Windows firewall by default. If both firewalls are enabled, you must enableWindows firewall logging to view a list of all blocked IP addresses. The default Windows firewalllog is C:\Windows\pfirewall.log. Enabling both firewalls also results in duplicate status and alertmessaging.

Support for corporate firewalls or proxy serversTotal Protection Service downloads components directly from McAfee servers to client computers.

If you are behind a corporate firewall, or are connected to the Internet by a proxy server, you

might need to provide additional information for your service to work properly.

Authentication support is limited to anonymous authentication or Windows domain

challenge/response authentication. Basic authentication is not supported.

Silent installation, push installation, and automatic updating do not support a CHAP or NTLM

proxy.

Contact product support if you have proxy questions while installing or updating Total Protection

Service.




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Terminal server supportTotal Protection Service supports terminal servers and the Windows fast user switching feature

in most scenarios, with these limitations:

Total Protection Service must be installed on the server by someone with local administrator

rights.

When an installation or update occurs on a terminal server, one session is designated as

the primary update session for restrictions that apply to automatic updates.

For all user sessions, the Total Protection Service icon is removed from the system tray

during the installation or update. The icon is restarted only for the user logged on to the

primary update session. All user sessions are protected, and other users can manually

redisplay their icons. (See the product guide or the client online help for instructions on

displaying the icon.)

Detection notifications are not displayed on the desktop of all computer users if the fast user

switching feature is enabled.




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Preparing to Install the Client Software

The chapter explains how to prepare computers on your network before installing the client

software.

Contents

Uninstalling active virus protection software

Uninstalling active firewall software

Configuring your browser

Installing the standalone installation agent

Uninstalling active virus protection softwareOther virus protection software might conflict with the advanced features of McAfee virus

protection. When multiple virus scanning engines try to access the same files on your computer,

they interfere with each other. Use this task to uninstall existing virus protection software before

installing the Total Protection Service virus and spyware protection. (There is no need to uninstall

an existing installation of Total Protection Service.)

Total Protection Service automatically detects some virus protection software during installation.

It can uninstall some of these products during installation, and it prompts you to uninstall other

products manually. If you are notified of existing virus protection software on a computer during

installation, you must uninstall it before installing Total Protection Service.

For a list of software that is detected and/or uninstalled during installation, visit

http://www.mcafeeasap.com/downloads/uninstallinfo/detected_software_list.html.

Task

1 In the Windows Control Panel, open Add/Remove Programs.

2 From the list of programs, locate any virus protection software.

3 ClickRemove.

Uninstalling active firewall softwareBefore installing firewall protection, we recommend that you uninstall any other firewall programs

on your computer. (There is no need to uninstall an existing installation of Total Protection

Service.) Follow your firewall programs instructions for uninstalling or use the Windows Control

Panel.

Use this task to uninstall existing firewall software from the Windows Control Panel.

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Task

1 In the Windows Control Panel, open Add/Remove Programs.

2 From the list of programs, locate any firewall software.

3 ClickRemove.

NOTE: On computers running the Windows firewall, it is disabled automatically during

installation of Total Protection Service.

Configuring your browserThe computer used to install Total Protection Service must have Microsoft Internet Explorer 6.0

or later installed. Total Protection Service works with the default security settings in Internet

Explorer. Use this task to verify and configure your settings if you are unsure of them.

NOTE: If on your administrative or client computers you typically use a non-Microsoft browser,

such as Mozilla Firefox or Opera, you must install Internet Explorer before installing Total

Protection Service. After the software is installed, you can continue to use your default Internetbrowser. You can access the SecurityCenter with Internet Explorer (version 6.0 or later) or

Firefox (version 2.0 or later).

Task

1 From the Windows Control Panel, open Internet Options.

2 On the Security tab, verify and change your security setting as needed, depending on your

version of Internet Explorer:

Internet Explorer 7.x Select Medium-high.

Internet Explorer 6.x Select Custom Level, then from the Reset to menu, select

Medium and clickReset.

3 ClickOK.

Installing the standalone installation agentTo allow users without administrator rights to install Total Protection Service on client computers

by using the URL method, you must first load a standalone installation agent on their client

computers.

NOTE: This task is not required unless you want users without administrator rights to install

the client software.

Use this task to install the installation agent with a deployment tool, such as Microsoft SystemsManagement Server (SMS) installer, Windows NT login scripts, or Tivoli IT Director, or by

downloading it directly onto client computers. You must have administrator rights on the client

computer to install this file. After the standalone installation agent is installed on a client

computer, any user can install Total Protection Service client software on that computer.

Task

1 From the SecurityCenter website, click the Help tab, select Utilities, then clickinstallation

agent to download the executable installation file for the agent.

Preparing to Install the Client SoftwareConfiguring your browser



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2 Copy the installation file to a portable medium, such as a thumb drive, or email it to client

computer users (optional).

3 Install the agent with one of these methods, depending on your location:

From the administrative computer Deploy and execute the file on client computers

using your customary deployment tools.

From the client computer Double-click the file to begin the installation process.

Preparing to Install the Client SoftwareInstalling the standalone installation agent



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Installing Total Protection Service

This chapter explains how to install the client software on computers.

Contents

Summary of installation methods

The standard installation process

The silent installation process

The push installation process

Processes for pre-installed and CD versionsCompleting the installation

Summary of installation methodsThere are three methods for installing Total Protection Service client software, one standard

and two advanced methods.

Standard installation

Use a URL to install Total Protection Service on each client computer.

Use the URL you received in your Welcome email message to install the client software on

your computer and access the SecurityCenter website. This URL is specific to your account

and will install all the protection you have subscribed to in the default language for your

account.

Optionally, create a custom URL on the SecurityCenter with the Install Protection wizard.

Use the custom URL to specify specific types of protection to install, a language for the client

software, and a group to place the client computer in.

Send either the URL you received in your Welcome email or the custom URL to users with

instructions for installation, or visit each client computer and use the URL to install the software.

Advanced installation options

From an administrative computer, visit the SecurityCenter website and select an advanced

installation method to install the software without user interaction.

Silent installation Download a program called VSSETUP.EXE, deploy it to client

computers, then open a DOS window on each client computer and run VSSETUP.EXE from

the command line. This method requires a third-party deployment tool, a login script, or a

link to an executable file in an email message.

Push installation Obtain the Push Install utility, then deploy the software directly from

your service providers website to one or more client computers remotely.

This table summarizes the differences in the advanced installation methods.



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Advanced installation methodThe administrator...

PushSilent

Administrative computerClient computerPerforms the installation from

Push Install utilityVSSETUP.EXEObtains this file from the SecurityCenter

One or more computersOne computerInstalls the client software on

YesNoInstalls remotely

Yes (requires a separate installation for

client computers and relay servers)

YesCan designate relay servers (optional)

The standard installation processURL installation is the most common installation method. Client software is installed on each

computer individually. Users install the client software by downloading it to their computers

from a company-specific URL.

How standard installation works

1 Obtain your download URL from your Welcome email message, or create a customized

URL from the SecurityCenter.

2 Send the URL to users in an email message with instructions (optional).

3 From the client computer, enter the URL into a browser window.

Requirements for standard installationTo install Total Protection Service on a client computer by using a download URL:

The client computer must have an Internet connection.

The client computer's user must have local administrator rights.

NOTE: Administrator rights are not the default setting. Change the default Windows

configuration or deploy a standalone installation agent on the client computer (see Installing

the standalone installation agent).

Sending an installation URL to users

As the administrator, you can obtain the company-specific installation URL in two ways:

After signing up for Total Protection Service, you receive an email message containing the

installation URL that has been set up for your company. This URL installs all the protectionsoftware you have subscribed to, and places it in your accounts default group in the default

language of your account. You can copy this URL into an email message and send it to users.

At any time, you can log on to your SecurityCenter and create a customized URL for users.

This enables them to install selected protection software in a designated group and language.

Use this task to create a customized installation URL and send it to users.

Task


Installing Total Protection ServiceThe standard installation process



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1 In your web browser, log on to your SecurityCenter website.

2 From the Computers page, clickAdd Computer.

3 Select the group where you want to place the client computers, and select the types of

protection to install, and a language for the software, then clickNext. A customized URL

is displayed, along with simple instructions for users.

4 ClickSelect Text and Copy to Clipboard.5 In your local email application, open a new message and paste the text you have copied.

6 Revise the instructions as needed, then send the email to the users who need to install the

software.

Installing with a URL

Use this task to install Total Protection Service on a client computer with a download URL.

Task


1 Email the URL you received in your Welcome email to users, or log on to the SecurityCenter,

clickInstall Protection on the Dashboard page, and follow the steps in the wizard to

create a custom URL and email it to users.

2 Open the email message on the client computer and click the installation URL.

3 If prompted, select the types of protection to install, type your email address in the Email

or identifier field, and clickContinue.

NOTE: The information entered here identifies the computer where the installation is taking

place. The SecurityCenter uses it to identify that computer in reports. If reports indicate a

problem with a computer, you can use the email address to notify the user. If the user

does not enter an email address, it is important to know how to contact the user when

security issues arise.

4 When prompted, clickInstall.

5 In the File Download dialog box, clickRun.

For installation, Total Protection Service uses a cookie that is created at this time and

expires after 24 hours. If you save the installation file and try to install it after 24 hours

have passed, or delete the cookie, you are prompted to begin the installation process again.

6 If the User Account Control dialog box appears, clickContinue.

7 If you are installing firewall support, select Restart when prompted.

The silent installation processThe silent installation method uses the executable file VSSETUP to install Total Protection Service

on a client computer, with no user interaction. This installation method is not network-specific

and installs the software on any Windows operating system.

How silent installation works

1 Download VSSETUP from the SecurityCenter.

2 Deploy to each computer where you want to install the client software.

Installing Total Protection ServiceThe silent installation process



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3 On the computer, open a DOS window and run the VSSETUP command using the appropriate

parameters.

Requirements for silent installationTo install Total Protection Service on a client computer using the silent installation method:

You should run this program using an account with sufficient rights to install the product.

Typically local administrator rights are required, and some methods require remote execution

rights.

You must know your company key. To find it, check these locations:

In the installation URL, the series of characters following

CK=

On the SecurityCenter, the Accounts & Keys tab of the My Account page. To deploy VSSETUP.EXE, you must have a method for installing executable files on your

network computers. For example:

A third-party deployment tool, such as Novell NAL, ZenWorks, Microsoft Systems

Management Server (SMS) installer, or Tivoli IT Director.

A login script.

A link to an executable file in an email message.

A portable medium, such as a CD or thumb drive.

Installing with silent installation

Use this task to install Total Protection Service with the silent installation method.

Task


1 From your web browser, log on to your SecurityCenter.

2 On the Dashboard page, clickInstall Protection.

3 Select the group where you want to place the client computers, the types of protection to

install, and a language for the software, then clickNext.




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4 Under Additional Installation Options, select Display advanced installation methods.

5 Under method 1, clickVSSETUP to save the VSSETUP.EXE file to your hard drive.

6 Deploy the program to each client computer using your customary deployment tool, such

as those listed under Requirements for silent installation.

7 On each client computer, open a DOS window and run the following command.

VSSETUP.EXE /CK= /

As shown in this example, you must include your company key (CK) as a parameter. See

VSSETUP parameters for a list of optional parameters you can add to your command line.

NOTE: Your company key is included in the URL that you received when you subscribed

to Total Protection Service. It is the hexadecimal value that follows the characters

CK=

at the end of the URL. Your company key is also listed on the SecurityCenter, on the

Accounts & Keys tab of the My Account page.

8 If you are installing firewall protection, reboot the client computer.

Designating a relay server with VSSETUPUse this task to specify whether a computer should function as a relay server.

Task

Use a VSSETUP parameter to specify a computer as a relay server or change a relay server

specification.

Use this parameterTo do this...

VSSETUP /RelayServer=1

NOTE: If you do not specify this parameter, the default

is 0 and the computer is not a relay server.

During installation, specify a computer is a relay server.

VSSETUP /SetRelayServerEnable=1Modify an existing installation to specify a computer isa relay server.

VSSETUP /SetRelayServerEnable=0Modify an existing installation to specify a computer isnot a relay server.

VSSETUP parameters

For a silent installation, use this command line and any of the following parameters (which are

not case-sensitive):

VSSETUP.EXE /CK= /

DescriptionParameter

Required. Launches Setup using the company key.

Your company key is listed on the SecurityCenter, on the Accounts &

Keys tab of the My Account page.

/CK=XYZ




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DescriptionParameter

Identifies the users email address in administrative reports.

NOTE: Despite its name, the email variable does not need to be an email

address. Do not use a string containing non-standard characters, because

they might be displayed incorrectly in reports.

/[email protected]

Uninstalls Total Protection Service./Uninstall

Sets a computer with a connection to the Internet as a relay server. If the

computer is not used as a relay server, set to 0./SetRelayServerEnable=1

Reinstalls Total Protection Service, leaving the previous values for company

key, email address, and machine ID intact./Reinstall

Places the computer into any group you have created. You can find the

number associated with a group by checking the Computer Profiles report/Groupid=[group number]

or by generating a customized URL. The group ID is at the end of the URL

in the format G=xx.

NOTE: If you designate a group that does not exist, users are placed in

the Default Group.

Selects the types of protection to install:/P=b

/P=c b browser protection

c content filtering/P=f

f firewall protection/P=v

v virus and spyware protection

NOTE: If you omit the /P parameter, only virus and spyware protection isinstalled.

Examples

VSSETUP.EXE /vfbc /CK=abcd /[email protected] /Groupid=3

Virus and spyware protection, firewall protection, browser protection, and content filtering are

installed. The company key is abcd, the users email address is [email protected] for reporting

purposes, and this user is placed in an existing group represented by the number 3. Check the

Computer Profiles report to find the correct numeric groupid.

VSSETUP.EXE /CK=abcd /[email protected]

Only virus and spyware protection is installed. The company key is abcd and the users email

address is [email protected] for reporting purposes.

The push installation processPushmeans deploying remotely to one or more computers in a network. This method uses the

Push Install utility to deploy the client software directly from your service providers website to

client computers on your network. Push installation does not require third-party deployment

software or interaction with users.

To perform a push installation:

1 Designate an administrative computer, where you will install the Push Install utility and

initiate the push.

Installing Total Protection ServiceThe push installation process



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2 Select the target computers, which are client computers on your network that will receive

the software.

The Push Install utility is an ActiveX control that runs on an administrative computer. It installs

client software on all target computers that are online when the push takes place. Use push

installation to install client software on new network computers, or to install additional types

of protection on computers with existing client software.

The Push Install utility allows you to specify one or more network computers that have an

Internet connection as relay servers. You must do so in a separate push operation, because

you cannot push to relay servers and non-relay servers at the same time. See Decide whether

to set up relay servers for more information.

How push installation works

1 From the SecurityCenter, obtain the Push Install utility from one of these locations:

As part of the Install Protection wizard.

From the Utilities page.

2 Initiate a push to one or more client computers.




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3 Initiate a push to one or more relay servers (optional).

Considerations for scheduling push installationsWhen scheduling push installations:

Consider other network tasks. Pushing to a large number of computers simultaneously

can produce a high volume of network traffic, so schedule push installations for times when

they will not affect other network tasks. Make sure the target computers are turned on. The Push Install utility installs client

software on target computers that are online and turned on when the push takes place.

Make sure users are not using the target computers. Restarting a client computer

while a push installation is in progress can cause the computer to become unstable, so

schedule push installations for times when users will not be using their computers.

We recommend scheduling a push installation for the middle of the night, and sending users

an email during the day asking them to leave their computers turned on overnight.




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Requirements for push installationYou must meet these system requirements to deploy Total Protection Service on client computers

using the push installation method.

Requirements for target computers

All target computers must be logged on to the same Microsoft Windows domain as the

administrator.

Requirements for administrative computers

The administrative computer must be running the Windows 2000, Windows XP Professional,

Windows Vista, or Windows 7 operating system.

NOTE: Push installation is not supported on Microsoft Windows XP Home Edition because

Windows XP Home Edition cannot log on to an Active Directory domain.

The administrative computer must be running Internet Explorer 6.0 or later, with ActiveX

enabled.

At the administrative computer, you must be logged on with domain administrator privileges

for the domain being installed.

You must have your credentials for logging on to the SecurityCenter administrative website.

You received them in a Welcome email after you placed your order.

Administrative computers running the Windows firewall and Windows XP Professional,

Windows Vista, or Windows 7 must add File and Print Sharing to the firewalls Exceptions

list.

Preparing the administrative computer

Administrative computers running the Windows firewall on Windows XP Professional, Windows

Vista, or Windows 7 must add File and Print Sharing to the firewalls Exceptions list.

Use this task to prepare an administrative computer before running the Push Install utility.

Task

1 Open Windows Control Panel.

2 Double-clickWindows Firewall or Windows Security Center.

3 On the Exceptions tab, under Programs and Services select File and Print Sharing.

4 ClickOK.

Installing with push installationUse this task to deploy the Total Protection Service client software using the Push Install utility.

CAUTION: Back up any vital data on your critical servers before pushing software to them.

Task


1 On the administrative computer, open Internet Explorer, log on to the SecurityCenter, then

clickInstall Protection.




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2 Select the type of computers to install software on, then clickNext.

3 If you are installing to new computers (where Total Protection Service is not currently

installed), select the group where you want to assign the computers.

4 Select the types of protection to install, select the language, then clickNext.

5 Under Additional Installation Options, select Display advanced installation methods.

6 Under method 2, clickRun Push Install utility. A window lists the visible computers inyour domain.

7 Select the target computer(s) from the left pane, then clickAdd.

8 Optionally, select Set as Relay Server(s) to configure all the selected computers as relay

servers, which can distribute updates to other computers on the network.

9 Select the type(s) of protection to install, then clickInstall Components. After installation

is complete, a status for each target computer is displayed.10 ClickView Log to open a log file in Microsoft Notepad, which shows the status of the

current session. The contents of the log file are deleted when you close the Push Install

utility or perform another push installation.

NOTE: The dialog box and log file indicate only whether the files were pushed to the target

computers. It is important to review reports on the SecurityCenter or check the client

computers to verify that the files were installed and the computers are updating successfully.

11 Save the log file or, optionally, clickBack to return to the previous screen and push to

more computers.

12 If you have installed firewall protection, restart the client computers.

Removing the Push Install utility

Use this task to remove the utility from the administrative computer after deploying Total

Protection Service.

Task

1 In your Windows Control Panel, open Add/Remove Programs.

2 Select McAfee PushInstall.




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3 ClickRemove.

Processes for pre-installed and CD versions

When you install a copy of Total Protection Service by using a download URL, silent installation,or push installation, the copy is activated and current licensing information is applied

automatically. However, when Total Protection Service is pre-installed on a computer by the

manufacturer or installed from a CD, additional steps are required to set up the account.

Follow this processIf your copy is...

To install the first copy:Installed from a CD

1 Install using a CD.

2 Activate the software.

3 During the activation process, enter a license key to install the first copy and

create an account.

4 After activation is complete, save the account enrollment key created by theActivation wizard. (You can also find it on the SecurityCenter, on the Accounts

& Keys tab of the My Account page.)

To install on additional computers:

1 Install using a CD.

2 Activate the software.

3 During the activation process, enter the account enrollment key.

See the instructions that came with the CD for more information.

Pre-installed 1 Activate your copy of Total Protection Service.

2 During the activation process, if a license key is required, enter the license

key located on the McAfee license card shipped with your system. (Some PCmakers do not require a license key. If no key is requested, skip this step.)

3 During the activation process, enter the account enrollment key if prompted.

4 If it is a trial subscription, purchase a full subscription by the end of the trial

period.

About pre-installed trial and full subscriptionsIf a copy of Total Protection Service is pre-installed when you receive the computer, one of

these options occurs when you turn on the computer:

A trial period begins. Activate the trial copy, evaluate the protection features, then purchasea full subscription to extend protection beyond the trial period.

A full subscription begins. Activate the subscription, then use the protection features until

it is time to renew the subscription.

When you first turn on the computerThe first time a network is detected, the pre-installed copy of Total Protection Service updates

the detection definition (DAT) files used to detect threats. The on-access scanning feature then

begins checking all files automatically as they are accessed, and users can perform on-demand

Installing Total Protection ServiceProcesses for pre-installed and CD versions



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scans to check all the files on the computer for threats. To continue receiving updates that

protect against new threats, the copy of Total Protection Service must be activated.

In most cases, a dialog box reminds users to activate. If they do not activate, their copy of

Total Protection Service stops functioning at the end of the activation period. When they attempt

to access a feature, a dialog box notifies them that the activation period has ended and offers

them the opportunity to purchase a full subscription.

Activating the copy of Total Protection Service

Activate each copy of Total Protection Service to continue receiving updates to the detection

definition (DAT) file, which protects against the latest threats. An activated copy checks for

updates automatically at regular intervals. After activating a trial version, users also have an

option to purchase a full subscription that extends protection beyond the trial period.

Use this task to activate the software.

Task


1 On the client computer, click the Total Protection Service icon in the system tray, then

select Activate, or select the Activate link in a notification dialog box.

2 In the Activation wizard, select the type of account to activate.

If you want to...Select this option...

If this is the first copy of Total Protection Service that

you are activating or purchasing, create a new account.

If you purchased multiple licenses for Total Protection

Service, you can then add other computers to this

account and manage security for all of them.

Create a new account

Join an account that has already been set up.

An account enrollment key is required. This wasprovided when the account was set up. View the

Join an existing account

account enrollment key or create a new one from the

Accounts & Keys tab on the My Account page of

the SecurityCenter.

3 Enter information to identify the account by following the instructions in the Activation

wizard.

4 When creating a new account, save the account enrollment key to use while installing Total

Protection Service on other computers. You will also receive an email with an installation

URL for use when installing Total Protection Service on other computers.

NOTE: If you are asked to enter a license key and you do not have one, you can set up a

trial account, then activate the license key and convert to a full account after you obtain

one.

Purchasing or renewing a full subscription

Once a trial subscription is activated, you can extend protection for your computer by purchasing

a full subscription during the trial period. A full subscription ensures that you continue to receive

updates and retain access to features such as on-demand scans, automatic scanning of incoming




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email and attachments, monitoring of incoming communications for suspicious activity, and

up-to-the-minute safety reports while browsing and searching the Internet.

When a full subscription nears expiration, you can renew it to ensure uninterrupted protection.

Use this task to purchase or renew a subscription.

TaskFor option definitions, click? in the interface.


select Buy or Renew this subscription. (You can also select these options from the

notification dialog box.)

2 When prompted, enter your contact and payment information.

NOTE: If a trial or full subscription has expired, Total Protection Service is no longer

protecting the computer. When users attempt to access a feature, a dialog box notifies

them that their copy has expired and offers them the opportunity to purchase or renew a

full subscription.

Viewing or creating an account enrollment key

The account enrollment key is a unique identifier that enables you to add new installations of

Total Protection Service to your account. It remains valid for seven days.

An account enrollment key is originally created when you activate a new account for a

pre-installed copy or a CD version of Total Protection Service. This key is required to:

Activate new pre-installed copies of Total Protection Service under your account.

Add new CD installations to your account.

If your key expires or is compromised, create a new one, which becomes effective immediately.

Use this task to view or create an account enrollment key.

Task


1 On the My Account page of the SecurityCenter, click the Accounts & Keys tab.

2 Check for an existing key in the Account Enrollment Key section.

3 If no current key is listed, clickCreate a new key. A new key appears on the page.

Activating your license key after installation

If you do not have a valid license key when you install Total Protection Service, you can set up

a trial subscription to protect your computers while you obtain a license key.

Use this task to set up the trial, then obtain and activate a license key.

Task


1 During the activation process, select Continue as a trial user.

2 On the My Account page of the SecurityCenter, click the Accounts & Keys tab.

3 Select Activate License Key.




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4 Contact your reseller or McAfee product support to obtain a valid license key.

5 Enter the information requested in the form, then clickNext.

Once you activate your license key, your account becomes a licensed full subscription.

Licensing information is also updated automatically for other computers installed under

your account.

Completing the installationAfter installing Total Protection Service, use these tasks on each client computer to ensure that

the software is working correctly and the computer is protected.

Tasks

Testing virus protection

Scanning the client computer

Scanning the email Inbox

Testing virus protection

Use this task to test the virus-detection feature of virus and spyware protection by downloading

the EICAR Standard AntiVirus Test File at the client computer. Although it is designed to be

detected as a virus, the EICAR test file is not a virus.

Task

1 Download the EICAR file from the following location:

http://www.eicar.org/download/eicar.com

If installed properly, virus and spyware protection interrupts the download and displays a

threat detection dialog box.

2 ClickOK, then select Cancel.

NOTE: If installed incorrectly, virus and spyware protection does not detect the virus or

interrupt the download process. In this case, use Windows Explorer to delete the EICAR

test file from the client computer, then reinstall Total Protection Service and test the new

installation.

Scanning the client computer

After installing virus and spyware protection for the first time, we recommend running an

on-demand scan of all client computer drives before proceeding. This scan checks for and cleansor deletes existing threats in files. In the future, files are scanned when they are accessed,

downloaded, or saved.

Use this task to scan the drives on a client computer.

Task



select Console.

Installing Total Protection ServiceCompleting the installation

http://www.eicar.org/download/eicar.comhttp://www.eicar.org/download/eicar.com


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2 From the Action Menu, select Scan Tasks, then select Scan My Computer.

3 In the Scan Completed dialog box, clickReport to view scan statistics and check whether

any threats were detected during the scan.

Scanning the email Inbox

After installing virus and spyware protection for the first time, we recommend running an

on-demand email scan before proceeding. This scan checks for threats in email already in the

clients Microsoft Outlook Inbox. Future emails are scanned before they are placed in the Inbox.

Use this task to scan the contents of the Inbox.

Task

From the Tools menu in Outlook, select Scan for Threats. The On-Demand Email Scan

dialog box appears when the scan starts. From the dialog box, you can stop, pause, and

restart the scan. You can also check the results of the scan.

Installing Total Protection ServiceCompleting the installation



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Troubleshooting and support

This chapter provides information to help resolve issues related to installing and activating Total

Protection Service.

Contents

Frequently asked questions

Error messages

Contacting product support

Frequently asked questionsThis section includes questions asked by administrators and client computer users that are

related to installing and activating the Total Protection Service client software.

Questions about installation

Can I use a non-Microsoft browser, such as Mozilla Firefox or Opera?

No. The client computer must use Microsoft Internet Explorer 6.0 or later to install the client

software. However, once the client software is installed, the default Internet browser can be

used for other purposes. You can view the SecurityCenter using Internet Explorer or Firefox.

How do users without administrator rights install the client software with an Internet

URL?

To allow users without administrator rights to install the client software, you must first install

a standalone installation agent on their client computers. See Installing the standalone installation

agent.

Does it matter which email address or identifier I enter when installing the client

software?

No. Any description can be entered in the field, or it can be left blank. However, an email

address provides a link for notifying the principal user about security issues for the computer.

The information entered identifies the client computers in administrative reports.

While installing the client software, the installation process appears to stop

responding.

The installation might take a few minutes to complete. However, if the status bar stops moving

and nothing in the installation window has changed in more than five minutes, close the window

and start the installation process again (for example, by clicking the installation URL).



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Do access protection or behavior blocking rules in other applications affect installation

of the client software?

Yes. If users are unable to install the client software and you have defined access protection

or behavior blocking rules, such as those that would prevent binaries from executing from the

Temp folder, disable them and try installing again.

I want to update the Windows operating system on my client computer. Do I need

to reinstall the Total Protection Service client software?

Yes. If you upgrade a client computers operating system (for example, from Windows 2000

to Windows XP) and you want to leave your existing files and programs intact during the

upgrade, you must first uninstall the client software, then reinstall it after the upgrade is

complete.

Questions about pre-installed or CD versions

Why should I activate each copy of the Total Protection Service client software?

The first time a user turns on a computer with a pre-installed copy of Total Protection Service

or installs Total Protection Service from a CD, the computer is updated with the latest detection

definition (DAT) files and product components. No more updates occur until the copy of Total

Protection Service is activated. To ensure that the computer is always protected against the

latest threats, activate the copy as soon as possible.

How do I get another account enrollment key if mine is lost or expired?

On the My Account page of the SecurityCenter, click the Accounts & Keys tab, then check

the Account Enrollment Key section to view the existing key. If no key exists, select Create a

new key. Account enrollment keys remain valid for seven days.

How can I protect a computer while I purchase additional licenses?

Install Total Protection Service as a trial. Then purchase additional licenses and merge the trial

account into your main account.

What if I cant find my license key or the key is not valid?

If you do not have a valid license key when you install Total Protection Service, you can obtain

one and register it later. Install Total Protection Service as a trial to ensure that the computer

is protected while you obtain a license key, then activate the license key.

How do I know when new installations of Total Protection Service have joined my

account? Do I need to perform any setup tasks for them?

An alert appears on the Dashboard page of the SecurityCenter to notify you when new computers

have been added. By default, new computers are placed in the Default Group and assigned the

McAfee Default policy. If you want to change these settings, click the resolution button for the

alert to display instructions. If you do not want to change these settings, select Dismiss Alert.

Troubleshooting and supportFrequently asked questions



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Error messagesThis section includes error messages that are related to installing and activating the Total

Protection Service client software. Locate an error message to see details about causes and

solutions.

Error messages for installation

A file needed to install the software is not available. Please click the installation URL

to begin the installation process again.

When a user clicks the installation URL to download the installation file, a cookie is created.

The cookie expires after 24 hours. If the user saves the installation file and then tries to install

it after 24 hours have passed, or deletes the cookie, that user must download the file and begin

the installation process again.

Cannot find remote shared directory.

This error appears during a failed push installation. The target computers did not meet one or

more of the following requirements:

File and Print Sharing must be enabled.

User-level access control must be configured.

They must not be running Microsoft Windows XP Home Edition, which does not support

Windows NT Domain logins.

The person initiating the push must have domain administrator rights.

Check if the client computer you are pushing to has the appropriate shares enabled, and if you

have appropriate administrator rights to perform a push installation to that computer. To check:

1 On the client computer, select Start | Run.

2 In the Open text box, type \\CPUNAME\ADMIN$ (where CPUNAME is the name of the

computer to which you are pushing); then clickOK.

The \Windows directory of the computer to which you are trying to push should be displayed.

If you do not have sufficient administrator rights to that computer, or if that computer does

not have appropriate user-level access and sharing enabled, a Network path not found

error dialog box appears.

3 See your Windows networking documentation for information on fixing your network

administrative settings.

Installation cannot proceed because you have selected not to accept a vital agent

component....

The full text of the error message is Installation cannot proceed because you have selected not

to accept a vital agent component, you dont have administrative rights to your machine, or

other issues occurred. This error message can be caused by several different problems:

The security level of the browser is too high. Set the browsers security level to Medium

or Medium-high.

The user doesnt have administrator rights. Users must have administrator rights to

install protection on client computers. If they do not, you need to install the standalone

installation agent.

Troubleshooting and supportError messages



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A registry file is missing. The system file Regedit.exe might be missing. Search for that

file in the client computers \windows folder. If the file is missing, replace it by using the

original Windows install media or copy it from another computer that is running the same

operating system.

The browser cache is full. Empty the Internet Explorer cache:

version 6.01 Open the Internet Properties dialog box, then either:

Right-click the Internet Explorer icon on the desktop and select Properties.

From Windows Control Panel, open Internet Options.

2 Under Temporary Internet Files, clickDelete Files.

3 Select Delete all offline content, then clickOK. An hourglass appears while the files

are being deleted.

4 Under Temporary Internet Files, clickSettings, then clickView Files.

5 Select Edit | Select All.

6 Select File | Delete. It might take a while for all the files to be deleted. When the

deletions are complete, you are returned to the Internet Properties dialog box.

7 ClickOK.

version 7.0

1 Open the Internet Properties dialog box, then either:

Right-click the Internet Explorer icon on the desktop and select Properties.

From Windows Control Panel, open Internet Options.

2 Under Browsing history, clickDelete.

3 Under Temporary Internet Files, clickDelete files.

Installation Declined.This message can appear after a failed installation or uninstallation of Total Protection Service.

It indicates that leftover product files need to be removed from the client computer. Remove

these components by downloading and running the MVSUninstall cleanup utility on the computer

where you need to install. This utility is available on the Utilities page of the SecurityCenter.

Installation Denied.

Common causes and solutions:

When you begin the installation, Internet Explorer displays a dialog box asking you to verify

that you want to install Total Protection Service. You must clickYes.

Users must have administrator rights to install protection services on client computers. If

they do not, you need to install the standalone installation agent.

Check to be sure the system drive has enough free space. When installing multiple types of

protection, a maximum of 50 MB might be required.

The Windows system file Regedit.exe must be present in the Windows directory. If it is

missing, replace it by using the original Windows install media or copy it from another

computer that is running the same operating system.




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Invalid Entitlement Error.

The installation URL in your email message might have been truncated or badly formatted.

Make sure that you are using the entire URL with no spaces, and that the company key at the

end of the URL is complete. (The company key is the value after the characters CK=. You can

verify that your company key is correct on the Accounts & Keys tab of the SecurityCenter's

My Account page.) You might need to paste the URL into your web browser if you cannot select

it from your email message.

This error can also indicate that the trial evaluation period or subscription has expired, or that

you are attempting to install protection on more computers than you have purchased licenses

for. Check the SecurityCenter for information about the status of your subscriptions and licenses.

MyASUtil.SecureObjectFactory error message.

The SecureObjectFactory Class program might have become corrupted. To verify this, check

the status of the SecureObjectFactory Class program file.

1 Launch Internet Explorer.

2 From the Tools menu, select Internet Options.

3 In the Temporary Internet Files section of the dialog box, clickSettings to display theSettings dialog box.

4 ClickView Objects to open the Downloaded Program Files folder.

5 Find the entry for SecureObjectFactory Class. Make note of the information in the Status

and Creation Date columns:

If the status and dates are listed as Unknown, delete the SecureObjectFactory Class

program file. Uninstall and reinstall Total Protection Service to reload the file.

If the status is listed as Installed, with valid dates, the file is not damaged.

If there is another comment in the Status column, contact product support with that

information.

NOTE: If you do not see a Status column, set your view options to Details.

MyINX Error.

The installer has detected other virus protection software on the computer, which you must

uninstall.

1 From the Windows Control Panel, open Add/Remove Programs.

2 In the list of programs, locate any virus protection software (other than Total Protection

Service), then clickRemove.

3 Begin the installation process again.

If you have uninstalled Total Protection Service and still receive this error, some components

might be installed but not visible, because the installation was only partially completed. Removethese components by downloading and running the MVSUninstall cleanup utility on the computer

where you need to install. This utility is available on the Utilities page of the SecurityCenter.

Unable to create Cab Installer Object.

One possible cause is that the service MyAgtSvc.exe is no longer running on the computer. You

must manually restart it.

1 Select Start | Run.




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2 Type the path to MyAgtSvc.exe (you can use Browse to locate the file) and add the option

/start. For example: C:\winnt\mycio\agent\myagtsvc.exe /start

3 ClickOK.

If that does not solve the problem, contact product support.

NOTE: This is a Microsoft Internet Explorer error, and might require installing a Microsoft patch.

Error messages for pre-installed and CD versions

Activate your software.

You have not activated your copy of Total Protection Service. You cannot receive updates against

the latest threats until you activate. To activate, click the Total Protection Service icon in the

system tray, then select Activate, or select the Activate link in a notification dialog box.

Your software is not up-to-date. Please activate to receive the latest update.

You have not activated your copy of Total Protection Service. You cannot receive updates against

the latest threats until you activate. To activate, click the Total Protection Service icon in thesystem tray, then select Activate, or select the Activate link in a notification dialog box.

Your subscription has expired, Your trial has expired, Renew your subscription to

re-activate your software, or Purchase a subscription to re-activate your software.

If you are using a pre-installed copy of Total Protection Service, your activated trial or your

pre-installed subscription has expired. Click the Total Protection Service icon in the system tray

and then select Buy or Renew your subscription, or select one of these links in a notification

dialog box.

Contacting product supportUse this task to contact product support for more information about Total Protection Service.

By email

To contact product support via email, locate your service provider's support address in the

Welcome email you received when you placed your order.

By phone

To access a list of current phone numbers for product support, visit:

http://www.mcafee.com/us/about/contact/index.html

From the web

1 Log on to the SecurityCenter with your user name and password. These were sent to youin the Welcome email.

2 Click the Help tab.

3 In the Contact Support section, select an option:

Online support Displays a form where you can submit a description of your problem

to a support representative.

Phone support Displays information about your account, your grant number, and

a number to call.

Troubleshooting and supportContacting product support

http://www.mcafee.com/us/about/contact/index.htmlhttp://www.mcafee.com/us/about/contact/index.html


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Index

Aaccess protection rules 31

account enrollment key

defined 28

viewing or creating 28

accounts

creating a new account 27

joining an existing account 27

merging multiple accounts 5

activation of client software

advantages of27

instructions for 27ActiveX controls, push installation and 21, 24

Add/Remove Programs

removing other firewall programs 13

removing other virus protection 13, 33

removing Push Install utility 25

admin$ share 33

administrative computers

defined 21

removing Push Install utility 25

requirements for push installation 24

administrator rights

client software installation and 14, 17, 19

terminal servers and 12

administrator rights, domain, push installation and 24

anti-virus applications, removal of13

anti-virus applications, removing 33

authentication, support for 11

automatic updates

activation and 26

proxy servers and 11

Bbehavior blocking rules 31

block rules

access protection rules 31

behavior blocking rules 31

browser

clearing cache 33

configuring for installation 14

non-Microsoft 14requirements for installing Total Protection Service 6

security settings 14

viewing the SecurityCenter 5, 14

CCD version of software

activating 27

requirements for 26

CHAP proxy 11

clean, files from previous installations 33

cleanup utility 33

client computers

protecting when license key unavailable 28

requirements for push installation 24

requirements for standard URL installation 17

scanning after installation 29

scanning Outlook Inbox after installation 30

client software

deploying by push installation 21, 24

deploying by silent installation 18, 19

installation methods 16

testing installation of29

company key

installation and 19

locating 19configuration of browser for installation 14

contact support 36

conversion of trial to full subscription 27

cookies, required for installation 18

create a new account 27

customized URL, creation of17

Ddefault firewall 11

deployment tools

for silent installation 19

for standalone installation agent 14

disk space requirements 33

download URL, obtaining 16

EEICAR test virus 29

email addresses

entering during installation 18

entering during order process 5

for identifying workstations in reports 31

multiple accounts and 5

email protection, requirements for setting up 9

email scans (virus and spyware protection), on-demand scan 30

email server security application, installation requirements 9

error messages 33

Ffast user switching, support for 12

firewall

corporate, support for 11

default 11

disabling 11

setting up 11

uninstalling existing firewall software 13

Windows 7 11, 13, 24

Windows Vista 11, 13, 24

Windows XP 11, 13, 24

Windows, and administrative computer 24



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firewall protection

uninstalling existing firew

Documents

McAfee Total Protection 5.00 Installation Guide