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Re: Windows Defender problem reported by MICROSOFT

@chealey, I'm beginning to think this was never working and still isn't fixed, which is probably why there is no release note about it.  My earlier success today could be due to anything, including the simple act of updating ENS, which set the productState to 397312.  But turning Debug logging on did that for a time as well...

Can you double check that this issue has actually been fixed in the October release build so we don't keep chasing our tails?!  If there's no release note about it, and everyone here who has posted recently is still having issues with it, then it's not fixed.

Please re-open SR: 4-20058973171.  When I try to, by responding to an email for it, it replies to me, indicating,


This is a system-generated message in response to your email about SR # <4-20058973171>. This service request is currently closed and this e-mail is not being monitored.
Please do not reply to this email.

If you believe that this service request was closed in error and need further assistance, please contact our Technical Support team using one of the methods listed below.

I'm done jumping through hoops.

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Re: Windows Defender problem reported by MICROSOFT

Also, please un-mark this as "Solved..."

JayMan
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Message 143 of 167

Re: Windows Defender problem reported by MICROSOFT

Just deployed the update to my own system & can confirm also still having the issue after reboot.

 

Will update my support case with the same... Or not, as the case is closed & can't be updated...

McAfee Employee chealey
McAfee Employee
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Message 144 of 167

Re: Windows Defender problem reported by MICROSOFT

All - please reach out to the owners of your cases with this feedback. Please collect the same data you have previously been supplied with and we can ask engineering to review this again. Based on your feedback now it would indeed seem the issue is not resolved.

As I mentioned before, we handed out the Early Access Release to customers who raised this issue with us and all responses we got from those tests we successful. This exact same build has since been released GA, so I'm surprised to hear that it doesn't work.

I can't comment on why it never made the release notes, what goes in them is a decision made by the Engineering and Content Team themselves. Based on the feedback of the EA Release and our internal testing, we had considered this resolved.

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Reliable Contributor SWISS
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Message 145 of 167

Re: Windows Defender problem reported by MICROSOFT

@billmoller 

Thank you for Drilling down into this and all your Debug testing which took Hours when not days that nobody will pay.

And i absolute agree that Closing your case is not what they should have done. That immense pressure they have in Sophia and India to close all tickets is immense AND it does not relay help customers.

You can allwyas reopen the case (Mean Nothing esle then you can spend another 3 Hours witrh Sophia on the phone)

The issue is not taking serious we think. We understand that it's a MIX between Microsoft and Mcafee and nobody want to be responssible.

@Mcafee is this where it should be? At development?

 

Re: Windows Defender problem reported by MICROSOFT

October release fixed problems for us on Windows 1903. No more alerts that McAfee is turned off.

JayMan
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Message 147 of 167

Re: Windows Defender problem reported by MICROSOFT

Perhaps the POC fix was only tested on 1903 users & not those on 1809 reporting the issue? (Since we were told earlier in the thread it was only an issue with 1903)

Had a remote support session today under my new case number (4-20380411771) and repeated all the same checks. Support rep said it's only a cosmetic issue, which I pointed out it's really not since Defender is actually running & scanning along with ENS.

 

Re: Windows Defender problem reported by MICROSOFT

@chealey, I tried to re-open my support case on the McAfee website, but it indicates:


This Service Request is closed.

To reopen this Service Request, please contact your McAfee support technician.


So, following the instructions, I reply to any email sent to me by my support technician, and immediately receive an auto-response email indicating:


This is a system-generated message in response to your email about SR # <4-20058973171>. This service request is currently closed and this e-mail is not being monitored.
Please do not reply to this email.

So... I had to create a new SR 4-20381580551 which exists only to tell McAfee to re-open SR 4-20058973171.

Perhaps the re-opening SR process could be reviewed as well...

JayMan
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Message 149 of 167

Re: Windows Defender problem reported by MICROSOFT

I had the same 'unmonitored' reply... So create a new case... Then later got an email saying 'we've received your request to open the case, so we have now loaded a new case for you...

 

So although it says it's unmonitored, clearly it's not completely true hah

McAfee Employee chealey
McAfee Employee
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Message 150 of 167

Re: Windows Defender problem reported by MICROSOFT

@billmoller I've reopened your old case. Please upload the originally requested data to your old SR so we can re-engage engineering. 

Upon closure of a case, the emails are no longer monitored however some do get through and are picked up. As a general policy we advise that customers should call to reopen a case or as you've done, you can raise a new SR, asking for the old one to be reopened.

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