Datasheet

McAfee Gold Support Handbook 10
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registered and unregistered trademarks herein are the sole property of their respective owners. © 2011 McAfee, Inc. All rights reserved.
Automatic Diagnosis and Remediation
One of the quickest ways to resolve a technical problem is with McAfee Virtual Technician
(MVT). This is an automated tool can determine if McAfee products are installed, updated,
and working correctly. An easy-to-follow interface allows for a seamless experience. Issues
are proactively diagnosed and resolved where appropriate.
MVT can be run remotely on a client device using ePolicy Orchestrator (ePO-MVT)
https://kc.mcafee.com/corporate/index?page=content&id=PD22556
MVT-ePO packages can be downloaded here
http://mer.mcafee.com/enduser/downloadepomvt.aspx
MVT also can be manually executed on a client machine using
http://mvt.mcafee.com from
that client.
For detailed information on how to use MVT and a list of supported products, see:
https://mvt.mcafee.com/mvt/Documents/WalkThruGuide/en-us/MVTWalkThroughGuide.pdf
Endpoint Encryption Code of the Day
Customers with McAfee Endpoint Encryption who need to access to certain functions within
the McAfee device encryption disaster recovery toolkit (SafeTech/WinTech toolkit), require a
unique code that changes on a daily basis.
To access the Endpoint Encryption Code of the Day, log into the ServicePortal
https://mysupport.mcafee.com and select Endpoint Encryption Code of the Day under
Additional Services on the website banner.
Minimum Escalation Requirements (MER) Tool
The MER tool is a utility for collecting McAfee product and general system information to
assist our technicians with diagnosing issues. The information collected by the MER tool
includes an MSD report (or other OS equivalent), event logs, McAfee registry keys, McAfee
log files, and current McAfee .EXE files. The exact files collected will differ by product and
version. After the tool collects the necessary data, it will create a .TGZ (compressed) file you
can send to our technician to analyze or escalate.
The MER tool is updated regularly. Download the latest version at:
https://kc.mcafee.com/corporate/index?page=content&id=KB59385
For additional information on how to use the MER tool, see:
http://mer.mcafee.com/enduser/lang/English/WebMERWalkthrough.pdf
Due to limitations in some operating systems and other concerns, the MER tool is not
available for all products.