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 many of the issues.
Some of the links in this article go to the Knowledge Center in the ServicePortal, where you can see pre-filtered lists of content. The Knowledge Center contains many useful articles designed to answer specific questions. It’s suggested to check whether a specific question or error you have is answered in an article.
Contents
General Resources
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A list of supported environments for VSE on Microsoft Windows.
Use this article to verify that both the McAfee Enterprise product and operating system are supported.
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| KB71642 |
FAQs for VSE |
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Provides details about 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.
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A list of utilities that can be used to troubleshoot a VSE issue. Examples: Process Explorer/Monitor, RootkitRevealer, RootRepeal, Stinger, and Wireshark.
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Complete list of Event IDs for VSE and antispyware.
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Covers the common reasons why it’s needed to restart a computer with VSE. The need to restart can be a common problem after a new installation or upgrade.
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| KB66254 |
It’s sometimes needed to disable some VSE features to locate the conflicting component. Use this article to disable VSE components for basic troubleshooting. |
| VSE blog |
Visit the Enterprise Foums to post questions. |
| VSE Product Guide |
See the "Troubleshooting" section of the VirusScan Enterprise 8.8 Product Guide. This section contains details about repairing the product installation, and provides some FAQs about issues found post installation.
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Back to Contents
Troubleshooting by feature
Installation/upgrade issues
| Doc ID |
Category |
Description |
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Troubleshooting |
Data collection steps for troubleshooting many VirusScan Enterprise issues
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Troubleshooting |
Investigate VSE Patch installation failures. |
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How To |
Check whether a package was installed with a customized McAfee Installation Designer package.
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Common Issue |
Repairing VSE doesn’t repair add-on products.
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Informational |
List of MSI internal error codes.
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On-Demand Scan (ODS) issues
| Doc ID |
Category |
Description |
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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 and through ePolicy Orchestrator. |
| KB52688 |
Common Issue |
Scheduled on-demand scans don’t 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 needed to run a scan using VirusScan Command Line scanner to better identify which component is causing the potential issue. |
Back to Contents
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 On-Access Scan accesses. |
| KB59742 |
How To |
How to use the EICAR test file to test McAfee Enterprise products (OAS, exclusions, email scanning, antispyware). |
| 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 needed 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 Enterprise software and software from another vendor. |
Buffer Overflow (BO) related issues
For a pre-filtered list of Buffer Overflow related articles, visit the
ServicePortal.
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. |
Back to Contents
ScriptScan related issues
For a pre-filtered list of ScriptScan related articles, visit the
ServicePortal.
Email Scan related issues
| Doc ID |
Category |
Description |
| 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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Back to Contents
Quarantine Manager related issues
For a pre-filtered list of Quarantine Manager related articles, visit the
ServicePortal.
Troubleshoot by Symptoms
High CPU usage
| Doc ID |
Category |
Description |
| KB74914 |
Troubleshooting |
How to create a dump file when a system crash occurs or the system becomes unresponsive. |
| 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. |
| 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. |
Back to Contents
System crash (blue screen) or process crash (unresponsive/hung system)
For a pre-filtered list of articles on system or process crashes, visit the
ServicePortal.
Malware
| Doc ID |
Category |
Description |
| KB53094 |
Troubleshooting |
How to find possible infected files when you believe that a virus wasn’t detected. |
| KB61183 |
How To |
What to do if you suspect or know that your computer has been infected with a virus or other threat. |
