Product guide

• Download and install the tool from: http://mer.mcafee.com.
NOTE: An ePolicy Orchestrator deployable version is also available. This version uses the
ePolicy Orchestrator console to run the MER on client computers for collecting logs and
information when diagnosing McAfee product problems. Download the McAfee MER for
ePolicy Orchestrator 4.x (v2.0) from: http://mer.mcafee.com/enduser/downloadepomer.aspx.
• Run the tool and send the output back to McAfee Technical Support.
Disabling VirusScan Enterprise during troubleshooting
If a system problem occurs that could be related to processes VirusScan Enterprise is running,
you can systematically disable VirusScan Enterprise functions until the system problem is
eliminated. Or, at least you can eliminate VirusScan Enterprise as the cause of the problem.
CAUTION: You must reconfigure or restore VirusScan Enterprise to have full malware protection
again after troubleshooting.
Systematically disabling the VirusScan Enterprise functionality is separated into the following
eight-step process:
1 Disabling Buffer Overflow protection
2 Disabling Access Protection
3 Disabling ScriptScan
4 Disabling On Access Scanning
5 Disabling On Access Scanning then reboot
6 Preventing MFEVTP from loading then reboot
7 Renaming mfehidk.sys then reboot
8 Removing the product then reboot
Each of these eight steps is described in the following sections. For option definitions in the
VirusScan Console, click Help in the interface.
Disabling buffer overflow protection
Follow these steps to disable Buffer Overflow protection.
1 From the VirusScan Console Task list, right-click Buffer Overflow Protection and click
Properties.
2 From the Properties dialog box, deselect Enable buffer overflow protection and click
OK.
3 Is the original system problem fixed by disabling Buffer Overflow protection:
• Yes — Go to the McAfee Technical Support ServicePortal at http://mysupport.mcafee.com
and search for a solution or contact McAfee Technical Support.
• No — The original system problem was probably not related to this feature.
Disabling access protection
Follow these steps to disable Access Protection.
1 From the VirusScan Console Task list, double-click Access Protection to open the Access
Protection Properties dialog box.
2 Click Access Protection tab, deselect Enable access protection and click OK.
Appendix
Troubleshooting
McAfee VirusScan Enterprise 8.8 Product Guide98