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Knowledge Center


Resources for troubleshooting VirusScan Enterprise issues
Technical Articles ID:   KB74878
Last Modified:  4/11/2019
Rated:


Environment

McAfee VirusScan Enterprise (VSE) 8.x

Summary

The following tables provide resources for troubleshooting VSE issues. This article provides a single point of access to narrow down your technical issues and help you resolve as many issues as possible in an autonomous manner.

Some of the links in this article go to the Knowledge Center in the ServicePortal, where you will see pre-filtered lists of content. The Knowledge Center contains a large number of useful articles designed to answer specific questions. It is suggested to check whether a specific question or error you have is answered in an article.

Contents

 

General Resources

 
A list of supported environments for VSE on Microsoft Windows.
Use this article to verify that both the McAfee product and operating system are supported.
KB71642 FAQs for VSE
KB65944 VSE hot topics
Provides details on how to determine VSE, DAT, and Scan Engine version information for VSE 8.x. Knowing the VSE, DAT, and Scan Engine versions is essential when troubleshooting. 
A list of utilities that can be used to troubleshoot a VSE issue. Examples: Process Explorer/Monitor, RootkitRevealer, RootRepeal, Stinger, and WireShark.
Complete list of Event IDs for VSE and AntiSpyware.
Covers the common reasons why it is necessary to restart a computer with VSE. This can be a common problem after a new installation or upgrade.
KB66254 It is sometimes necessary to disable some VSE features to locate the conflicting component. Refer to this article to disable VSE components for basic troubleshooting.
KB81418 Explains how to troubleshoot VSE 8.x using progressive enablement (advanced troubleshooting).
VSE blog https://community.mcafee.com/people/wwarren/blog
Refer to the "Troubleshooting" section of the VirusScan Enterprise 8.8 Product Guide. This section contains details on repairing the product installation, and provides some FAQs about issues found post installation.

 
Back to Contents
 

Troubleshooting by feature


Installation/upgrade issues

Doc ID Category Description
Troubleshooting
Data collection steps for troubleshooting various VirusScan Enterprise issues
Troubleshooting Investigate VSE Patch installation failures.
How To
Check whether a package was installed with a customized McAfee Installation Designer package.
Common Issue
Repairing VSE does not repair add-on products.
229683 (Microsoft article)
Informational
List of MSI internal error codes.



On-Demand Scan (ODS) issues
 
Doc ID Category Description
Best Practices Implementing best practices can avoid many On-Demand scan issues.
KB66023 Common Issue Issues encountered when On-Demand Scan tasks are scheduled locally as well as through ePolicy Orchestrator.
KB52688 Common Issue Scheduled On-Demand Scans do not prompt the user for action.
KB59743 Common Issue On-Demand Scan configured to Run when Idle continues to run after the computer comes out of the idle state.
KB51141 Troubleshooting Sometimes it might be necessary to run a scan using VirusScan Command Line scanner to better identify which component is causing the potential issue.


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On-Access Scan (OAS) issues
 
Doc ID Category Description
KB69683 Utility/Tool FAQs for McAfee Profiler. You can use McAfee Profiler to monitor file scanning activities by VirusScan McShield. It captures top processes and files that are accessed by On-Access Scan.
KB50981 Troubleshooting How to use Microsoft Process Monitor to troubleshoot files scanned by VirusScan McShield.
KB59742 How To How to use the EICAR test file to test McAfee products (OAS, exclusions, email scanning, anti-spyware).
KB55139 How To Understanding High-Risk, Low-Risk, and Default processes configuration.
KB55898 Informational Understanding VSE Exclusions.
KB50998 How To How to manage file and folder exclusions in VSE 8.x.
KB52441 Common Issue Event ID 5051: Scanner Thread Timeout event.
KB66909 Informational Comprehensive list of links about exclusions that are required for other products.
KB51141 Troubleshooting How to run a scan using VirusScan Command Line scanner to better identify which component is causing the potential issue.
KB73182 Informational Potential issues between McAfee software and software from another vendor.



Buffer Overflow (BO) related issues

For a pre-filtered list of Buffer Overflow related articles, click here.


Access Protection (AP) related issues
 
Doc ID Category Description
KB73080 Troubleshooting Resolve issues caused by Access Protection rules and Behavior Blocking.
KB52204 Troubleshooting Temporarily disable Access Protection in the VSE Console while troubleshooting.
KB56502 How To Add process exclusions in Access Protection Port Blocking rules.

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ScriptScan related issues

For a pre-filtered list of ScriptScan related articles, click here.


Email Scan related issues
 
Doc ID Category Description
KB73115 Troubleshooting Enable Full Process Memory Dumps for Lotus processes when troubleshooting Lotus Notes 8.5.2 and VSE.
KB52653 Common Issue Resolve the error The add-in C:\Program Files\McAfee\ VirusScan Enterprise\Emalscan.dll could not be installed or loaded.
KB58517 Common Issue Resolve the following error when opening Outlook: Add-in C:\Prog Files\Mcafee.com\vso\outscan.dll could not be found.
KB71140 Common Issue Resolve the following error when opening an existing or new email: Custom UI Runtime Error in McAfee E-mail Scan Add-in error.
KB52786 Informational

A statement about VSE supporting Messaging Application Programming Interface (MAPI) only in Microsoft Exchange connected environments running Microsoft Outlook as the mail client, but not supporting Internet Message Access Protocol (IMAP) or Post Office Protocol 3 (POP3) mail.

 

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Quarantine Manager related issues

  For a pre-filtered list of Quarantine Manager related articles, click here.
 

Troubleshoot by Symptoms

High CPU usage
 

Doc ID Category Description
KB50981 Troubleshooting Use the Microsoft Process Monitor to troubleshoot files scanned by VirusScan McShield.
KB74914 Troubleshooting How to create a dump file when a system crash occurs or the system becomes unresponsive.
PD22737 Utility/Tool McAfee Profiler 1.1 Release Notes. This tool gathers statistics from the systems that show how On-Access Scan is affecting the CPU. It captures top processes and files that are accessed by On-Access Scan. Based on the data collected, an administrator can decide whether or not to exclude a process or a file for scanning to reduce the impact on the system.
KB50930 How To Capture User Mode information using DebugDiag, ADPlus, or Dr. Watson.
KB56023 How To Create a memory dump for analysis by Technical Support.
KB50467 How To Obtain a Soft Memory Dump using LiveKD without restarting your computer.
 

High memory usage
 
Doc ID Category Description
KB74951 Troubleshooting How to troubleshoot high memory usage.
KB53717 How To How to save performance object counters. Perfmon offers several methods to save captured data. However, VSE uses *.BLG format to troubleshoot high memory issues that involve the McAfee McShield process.
KB56023 How To How to create a memory dump for analysis by Technical Support.
KB50467 How To How to obtain a Soft Memory Dump using LiveKD without restarting your computer.
 
 
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System crash (blue screen) or process crash (unresponsive/hung system)

  For a pre-filtered list of articles on system or process crashes, click here.


Malware
 
Doc ID Category Description
KB53094 Troubleshooting How to find possible infected files when you believe a virus was not detected.
KB61183 How To What to do if you suspect or know your computer has been infected by a virus or other threat.
 
 

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