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Caveat Emptor: This product is not ready for distribution on Windows 8

So... I receive my shiny new laptop back in Jan.  It is so sweet and innocent, but very pretty...  So pretty that I want to protect it from the malcontents lurking the local coffee houses looking for unattended beauties.

Well, Intel AT Service promises the protection.  I go months without an issue, but then my free trial comes to an end, and I realize that coffee houses have really beefed up their security.  So, AT Service is no longer needed.  I go to uninstall, and do the normal thing you do when you want to uninstall a program from any MS operating system.  Control panel > Select the program > Select Uninstall....  but wait, what is this?  Am I sure I want to continue?  YEP, click on Yes.. Now, it says it won't work try again.  Ok, so I do...  NO dice.

HoneyBadger don't care, and I haven't had any problems with this service anyway, so I just leave it alone and go on my merry way. 

About a week later, I go to boot up my baby, and my heart starts beating quicker... a blue... wait black screen of death????  Wait, it is telling me that my computer hasn't connected to the internet in a while, and the AT Service kicked in.  Please enter your passcode.  Wait, I never put in a passcode.  I try a bunch of variations anyway.  Of course that failed.  So I notice this other option, which is to put in a validation code..  I have no clue what it is talking about, but there are 26 characters here that don't make any sense at all.  I look to the bottom, and it says to contact Mcafee.com.  Ok, will do...  Lets give Tech Support a call.  *the sound of rolling dice*

While I talk, I play my favorite game of who's smarter.  Google or the technician on the phone...  I find a couple of blogs that seem to offer the advice that I seek.  Mcaffee service technician is still argueing that this is not a Mcafee product, and I need to call Intel.???  I say thanks, but there is the web console piece that I found and just finishing up to unlock the computer myself....  Woot Woot..  Love that feeling of fixing something.

On my merry way, when 3 days later... boom...  Again with this?  WTH?  I know, I will go to the Web Console again.  Couple of minutes later, all good.  Only problem is I have to march all over the house to use another computer since I am locked out.  This keeps happening for a few more months, about every 3-10 days (it is never consistent), and I stay frosty.

Then about a week ago, I got my regular blackscreen.  Just boot up my other rig, and.....  *sound of record screeching* ... Mcafee's website is changed.  Why doesn't my computer show up on here anymore?  Where is my Web Console?  NOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOOooooo.....  I try a cached version of the site from my cell phone, and it still had the web console up, so I am good to go again in just a few minutes.  But I better get this software off my computer...  Uninstall time....  Nope, No dice again!  Google will help...  But Google gives many warnings about how tampering with this software is dangerious.  You see, it encrypts your data, and if you use a 3rd party tool to rip the software off of the computer, you will never see your data again.  Blog after blog of people being burned, or frustrated by the process of long distance help centers.

No other option now kids, I have to get help from someone.  So I turn to you blog page. 

Also, if you are reading this prior to installing this service, look to the blogs.  So many people with the same exact issue should tell you something about the product.  Wait for it to get full tested before released!!!!

Cheers

14 Replies
exbrit
Level 21
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Message 2 of 15

Re: Caveat Emptor: This product is not ready for distribution on Windows 8

It is an Intel product but as Intel owns McAfee, it is all under that umbrella now, except for support.   Regular McAfee support can't deal with Anti-Theft, yet. There's an announcement at the top of the main section with worldwide phone numbers for dedicated Anti-Theft support.

Or click HERE.

However, this area is patrolled quite frequently by Anti-Theft specialists, so hopefully someone will help here soon.

If it was easy to uninstall or disable, any computer thief would be able to foil the software, so the whole point of it would be lost.

Message was edited by: Ex_Brit on 16/07/13 7:21:30 EDT AM

Re: Caveat Emptor: This product is not ready for distribution on Windows 8

@ Ex_Brit:  Thanks for the info.  I will see what happens with this forum and look to call support.  IMO It's just ashame the SDLC best practices are not followed.

exbrit
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Message 4 of 15

Re: Caveat Emptor: This product is not ready for distribution on Windows 8

Well from what people are saying it certainly should come with some much clearer instructions, especially about what happens if the subscription lapses or of the machine is left inactive for too long.  Anyway, good luck ;-)

The trouble is none of us Moderators have machines with the AT Chip installed.   It's a relatively new feature.

I recommend opening a case with the dedicated support line a.s.a.p.

.

Message was edited by: Ex_Brit on 16/07/13 7:23:57 EDT AM
deb1
Level 7
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Message 5 of 15

Re: Caveat Emptor: This product is not ready for distribution on Windows 8

trippy2k,

If the issue still persits, need to see the logs.

You can find the logs here ( C:\ProgramData\McAfee\MCLOGS\ETW ).

Re: Caveat Emptor: This product is not ready for distribution on Windows 8

@Debajyoti,

Thanks so much for responding.  Basically, I had contacted support, and they were not able to help either.  They had to uninstall and re-install, but were never able to get the system to authenticate with the server.  Never did get it fixed, so I had to once again use the recovery code as the computer still locks up on my weekly.

As for the logs you requested, that file path does not exist in my instance.  Is there another place where these logs could be found?

Thanks Again!

exbrit
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Message 7 of 15

Re: Caveat Emptor: This product is not ready for distribution on Windows 8

trippy2k wrote:

@Debajyoti,

Thanks so much for responding.  Basically, I had contacted support, and they were not able to help either.  They had to uninstall and re-install, but were never able to get the system to authenticate with the server.  Never did get it fixed, so I had to once again use the recovery code as the computer still locks up on my weekly.

As for the logs you requested, that file path does not exist in my instance.  Is there another place where these logs could be found?

Thanks Again!

You may need to "Show Hidden Files & Folders" in Windows Explorer > Tools > Folder Options > View.

If this is Windows 8 it is "Show Hidden Files & Folders & Drives" - How to Open Folder Options Tutorial

.

Message was edited by: Ex_Brit on 30/07/13 3:15:28 EDT PM

Re: Caveat Emptor: This product is not ready for distribution on Windows 8

@EX_Brit:

Good suggestion, but the files were still not there.  In fact, the only file that showed a Log File was in the C://Program Files/Common Files/McAfee... folder (used the search function for "log".

If that would be useful, we could use that.  Also, it may be of use to know that I have three McAfee folders in my Program Files (McAfee; McAfeeEX; & McAfeeAntiTheft)  They have a custom uninstall package, that I believe was used by previous tech to remove and reinstall the software.  This is the only McAfee solution currently installed on my PC.

Hope that helps,

T

exbrit
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Message 9 of 15

Re: Caveat Emptor: This product is not ready for distribution on Windows 8

I was hoping it would help.  OK, let's wait and see what Debajyoti says.      ;-)

.

Message was edited by: Ex_Brit on 30/07/13 5:10:56 EDT PM
deb1
Level 7
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Message 10 of 15

Re: Caveat Emptor: This product is not ready for distribution on Windows 8

trippy2k,

If you windows o/s was not restored, the logs should be there.

Please follow the steps mentioned below:

1. Goto 'Run'.

2. Enter "%programdata%".

3. See if 'McAfee' folder is there. If it is there, then open it, you will find a folder 'MCLOGS' there.

4. Zip the folder 'MCLOGS' and share with us.

A few questions:

1. Is McAfee Anti Theft still installed or removed?

2. Is your subscription expired?

3. Did you use the same email-id while installing(reinstall if it was uninstalled) again?

Thanks,