Frequently Asked Questions; Error Messages - McAfee TSA00M005PAA - Total Protection Service Product Manual

Using the Client Software

Frequently asked questions

Frequently asked questions
Why does the online help not display correctly?
If the built-in help system displays incorrectly on a client computer, its version of Microsoft
Internet Explorer might not be using ActiveX controls properly. These controls are required to
display the help file. Make sure that you install the latest version of Internet Explorer with its
Internet security settings set to Medium or Medium-high.
I use Windows XP Service Pack 2, and I get a message that my computer may be
at risk. What does this mean?
This is a known problem with Microsoft Security Center, because Microsoft cannot determine
that Total Protection Service is installed and up-to-date. If you get this message when starting
your computer, click the message balloon to open the Recommendation window, select I have
an antivirus program that I'll monitor myself, then click OK.
Can computers using proxy servers receive updates?
If client computers are connected to the Internet by a proxy server, you might need to
provide additional information for updates to work properly. Authentication support is limited
to anonymous authentication or Windows domain challenge/response authentication. Basic
authentication is not supported. Automatic updates do not occur when a CHAP or NTML proxy
is set up in Internet Explorer.
Is it okay to delete the Temp folder in my program's directory structure?
No. Updates might fail if the Temp folder does not exist. If you delete the folder inadvertently,
restart the computer to re-create the folder automatically, or manually create a Temp folder in
the Program Files\McAfee\Managed VirusScan folder.
During an update, I get a message that one or more Total Protection Service
windows are open, but I don't see any windows open. What should I do?
This occurs when a task that cannot be stopped, such as a scheduled scan, is running in the
background. Wait for the task to complete, or restart the computer to proceed with the update.

Error messages

This section describes error messages that are related to using the Total Protection Service
client features.
Unable to connect to Total Protection Service update server. Failed to connect to
server for updates.
This error can be caused by several problems, but the most common solutions are:
• Check your connection to the network server or Internet.
• Empty the Internet Explorer cache and adjust the security level settings to Medium or
Medium-high.
• Empty the Internet Explorer cache. (See your browser's documentation for instructions.)
• Adjust your corporate firewall or proxy settings.
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McAfee Total Protection Service Product Guide