Cannot activate Help (when VirusScan Enterprise 8.x is installed locally)

Technical Articles ID: KB50064
Last Modified: 6/26/2020

Environment

McAfee VirusScan Enterprise (VSE) 8.x

For details of VirusScan Enterprise supported platforms, see KB51111.

Problem

When you click Help, Help Topics from VirusScan, the error below is reported:

Notification
Cannot activate Help

The Help files were previously available as part of a successful VSE installation.

Cause

After a successful download, the file vse.chm has become corrupt. Or, the vse.chm file is missing or can't be downloaded.

Solution

If you have installed VSE locally, without using McAfee Installation Designer (MID)
It is likely the necessary file has become corrupted. Force a new download of the vse.chm file.

Temporarily disable VSE Access Protection.
See KB52204 for instructions.
Open Windows Explorer and navigate to the VirusScan Enterprise folder:

Default location: ..\Program Files\McAfee\VirusScan Enterprise\Res<Language_Code>

For language codes, see KB50743.
Locate and right-click vse.chm and select Delete.
Open the VirusScan Console and click Help, Help Topics.
Click Yes when prompted with the message below. This response downloads a new vse.chm file from the internet. After the download is complete, the Help file is shown.

Download Help File
Help file is not available on this system. Would you like to download it now?
Re-enable VSE Access Protection.

Solution

If you have installed VSE locally using a custom MID package that included the Help files

When VSE is installed using a MID package that includes the Help files, there are two options to resolve the issue.

Select Repair and the option Reinstall McAfee VirusScan Enterprise.

IMPORTANT: Selecting Repair and the option Detect and repair missing or corrupt files does not repair or replace the file. To use Detect and repair missing or corrupt files, use the second option below.

To run the VirusScan Enterprise Repair option:
1. Click, Start, Settings, Control Panel, Add/Remove Programs.
2. Select McAfee VirusScan Enterprise and click Change.
3. In the McAfee VirusScan Enterprise Setup Screen, select Repair.
4. Select Reinstall McAfee VirusScan Enterprise.
5. Click Install.
6. Deselect Update Now and Run On-Demand Scan before you click Finish.
Delete vse.chm and Select Repair and the option Detect and repair missing or corrupt files.
1. Temporarily disable VSE Access Protection.
  See KB52204 for instructions.
2. Open Windows Explorer and navigate to the VirusScan Enterprise folder:
  
  Default location: ..\Program Files\McAfee\VirusScan Enterprise\Res<Language_Code>
  
  For language codes, see KB50743.
3. Locate and right-click vse.chm and select Delete.
4. Re-enable VSE Access Protection.
5. Click Start, Settings, Control Panel, Add/Remove Programs.
6. Select McAfee VirusScan Enterprise and click Change.
7. In the McAfee VirusScan Enterprise Setup Screen, select Repair.
8. Select Detect and repair missing or corrupt files.
9. Click Install.
10. Deselect Update Now and Run On-Demand Scan, then click Finish.

Related Information

KB50743 - How to include the Help files when installing VirusScan Enterprise 8.x

Affected Products

VirusScan Enterprise 8.8

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Spanish Spain
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Portuguese Brasileiro

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Knowledge Center

Cannot activate Help (when VirusScan Enterprise 8.x is installed locally)

Environment

Problem

Cause

Solution

Solution

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Affected Products

Languages:

Glossary of Technical Terms

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Knowledge Center

Cannot activate Help (when VirusScan Enterprise 8.x is installed locally)

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Solution

Solution

Related Information

Affected Products

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