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Re: DAT update problem?

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Peter,  You are a wonderful person.  I am very thankful you are on this community dispensing advice and knowledge.  I just called the phone number from the Mcafee support webpage.  When I finally got a person on the other end I simply asked if they were aware of the problem and if there was an estimated time for it to be resolved.  The first thing the person told me was they were not a tech person.  They did acknowledge they are aware of the problem and the techs are working on it.  They could not give any time frame for resolution(not "shortly" or in "6 hours")  Never the less, they did want to transfer me to a tech person for a charge of US$9.95  What would be the point in that?  If the problem is on their end what could they do for me.

The only thing that I do take comfort in, and please everyone do not take this the wrong way, is that this is seemingly happening to all subscribers world wide.  My biggest fear is that it is only me.  

One last question for today.  Peter, you say not worry unless this drags on for a week.  Have you ever seen it take that long and if so what was the outcome/solution?

Reliable Contributor exbrit
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Message 22 of 46

Re: DAT update problem?

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I've never seen it drag on for more than 2 or 3 days at the most.   Regarding support...Customer Service only deal with account matters and they are the only ones you can reach by phone free of charge.  Technical Support can be reached through online Chat (or by phone for a fee).

Thanks for the kind words....just hang in there, it'll sort itself out soon I am sure.

Message was edited by: Ex_Brit on 09/01/10 7:32:19 EST PM
BigJ
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Message 23 of 46

Re: DAT update problem?

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Hi Peter still have not got the dat update here but to add to this problem my McAfee site advisor is greyed out now. Must have all kinds of server problems on McAfee's end.

Jerry

Re: DAT update problem?

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Peter,  I trust what you say and will hang in there.  It has to sort itself out because with all the millions of Mcafee subscribers world wide I cannot imagine we would all have to uninstall and reinstall to get this fixed.  That would just be beyond belief.  Have a good night.  I will check in again on Sunday.

Reliable Contributor exbrit
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Message 25 of 46

Re: DAT update problem?

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My SiteAdvisor Plus is working OK.  Thanks for bearing with me guys and good luck.

BigJ
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Message 26 of 46

Re: DAT update problem?

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Peter my siteadvisor plus is working ok now. Must have been  greyed out only a few minutes. Thanks for all your replies. Must keep you quite busy going through all these threads. Will just let automatic updates take over now until receive latest dat. My fingers are getting tired from manually trying to update. Thanks again for helping us.

Jerry

Re: DAT update problem?

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Steve (et al):

Just got my inbound call from Tier 2 TS.

Short version:  They are "still working on it" "all over the world".

Advised to wait **another 24 hours** to see what happens.

Needless to say, at this point, I wouldn't take any specific promise about a time frame overly seriously.

Another 24 hours does seem like a long time to wait, but it's no cause for panic & there's not much else we can do.

The engineers are trying to resolve the issue (but it sure is frustrating!).

From what I can tell, the best advice for consumers now is to sit tight --

don't try to update every 2 minutes (there is no emergency & you will just raise your frustration level; besides, when the problem does get fixed, I suspect the update servers could get overloaded if everyone tries to update more or less at once), and

don't take the plunge on uninstalling/reinstalling your entire McAfee product yet (A. b/c it's not necessary, and B. b/c if you have problems doing so, you will just be among a whole new wave of customers seeking tech support from an already overloaded tech support system).

The agent promised to call me back in 24 hours with an "update on the update" <pun intended>.

<HEARTY ROUND OF APPLAUSE FOR STEVE, WHO HAS BEEN BEARING THE BRUNT OF THIS FOR >24 HOURS!>

G'night,

MM

Reliable Contributor exbrit
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Message 28 of 46

Re: DAT update problem?

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MoxieMomma...that's good to know that something is being done, thanks for posting that.  BigJ - perhaps the SA server was down for a moment.

Re: DAT update problem? off topic question for brit

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off topic question for peter . what do you mean you obliterated my e-mail address ? what does that mean ? i've never heard of that. please reply back to me with an explanation.
Reliable Contributor exbrit
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Message 30 of 46

Re: DAT update problem? off topic question for brit

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MaineNightOwl wrote:

off topic question for peter . what do you mean you obliterated my e-mail address ? what does that mean ? i've never heard of that. please reply back to me with an explanation.

I crossed it out in the picture I posted.  When we display a profile we see the email address also.

Message was edited by: Ex_Brit on 09/01/10 8:57:08 EST PM

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