> Thank you for contacting McAfee Consumer Support. How can I help you?
Customer: Did you see what I wrote in the request?
Vinod: Hi David, my name is Vinod and I will be assisting you today.
Customer: Hi, I remember you from the forum.
Vinod: David, please let me know the issue in detail.
Customer: I can't start a scan manually. It just goes back to the home menu.
Customer: On-line Technician couldnt find McAfee products on my computer. I re-installed about a week ago after getting an error message and having the same problem with On-line Technician. Seems to be updating and auto-scanning OK.
Vinod: David, do not worry, I am here to help you.
Vinod: David, I am happy to assist you with this issue. In order to assist you in a better way, I would like to gather basic technical information about your computer. You would receive a Pop Up . Please click on "OK" to provide me with this information.
> representative Vinod has requested system information from customer Customer.
> customer Customer has sent system information to representative Vinod.
Vinod: Thank you for the information. I am happy to help you.
Vinod: How do you currently connect to the Internet? (Dial-up, DSL, Cable, or Wireless)
Vinod: Thank you. Is there any error messages?
Customer: No error messages from McAfee. When I hit the scan button it just goes back to the home menu.
Vinod: To confirm, you are not able to do the Manual scan when you try to do it it just returns to the Home menu, am I right?
Vinod: Thank you. Please run this tool. http://download.mcafee.com/products/licensed/cust_support_patches/IERegFix.bat
Vinod: Once launched, you will be presented with press any key to continue. To execute, press any
Customer: It's started.
Vinod: Please let me know when you are done.
Customer: It seems to have finished and the window is closed.
Vinod: Thank you. Please try to scan now.
Customer: Sorry, but no change.
Vinod: Please open the McAfee Security Center and let me know the status of 1.Computer & Files 2. Internet & Network 3. Email & IM 4. Parental Controls.
Customer: 1.Computer & Files - Protected 2. Internet & Network - Attention 3. Email & IM - Attention 4. Parental Controls - Attention.
Customer: Further: 2. Identity Protection is not installed. 3. Spam protection is not installed. 4. Content blocking is not installed.
Vinod: Please let me know is there any messages like 'signature files are outdated (8-29 day old)' or something?
Customer: Not now. I've seen that one before though. My computer was hijacked last month by the malware that disables Windows updates and McAfee updates. I thought it was back to normal now.
Vinod: Thank you. I found Malwarebytes' Anti-Malware' installed in your computer. Please uninstall it from Add/remove programs.
Customer: OK, done.
Vinod: Now please try to scan.
Customer: Sorry, no change.
Customer: I learned about MBAM on the McAfee Forum, trying to get my hijacking sorted. Is there a problem with it?
Vinod: Then please try the same after the reboot. If still not solved then please uninstall and reinstall McAfee.If you have the issue remains unresolved then please come back to us.
Vinod: Please try this steps then we may proceed with other steps.
Customer: OK, I'll give it a try. Probably won't get back to you tonight though. Thanks for your help!
Vinod: You are welcome. Is there anything else I may assist you with today?
Customer: No thanks!
Vinod: David, You may receive a survey from McAfee in the next couple of days that will give you an opportunity to provide feedback on the support I've offered. This information will be used to further improve our support. You may end this chat at your convenience. Thank you for contacting the McAfee Technical Support.