It is a know issue and this issue is caused specifically by a recent update to McAfee. We just got an update regarding McAfee software that is our customers are unable to access the program with McAfee running. And our engineers are working on this issue and as soon as the issue is fixed we will update you with the information.
I apologize for the inconvenience caused to you. And we appreciate your patience.
However, you'd think that McAfee would have come up with a solution by now since they are causing the problem... And you can always disconnect from the internet, turn off McAfee and then use your Rosetta Stone. Or get a new virus protection software... Good luck with your decision!!
From that I would say it is being looked into. Things take time. If Rosetta Stone know about it then you can rest assured that they have asked McAfee for a fix at corporate level. There's nothing we can do here.
I originally submitted samples and MER files over a month ago, and they still haven't fixed the false positive detection issue. Seems their internal processes for this type of problem resolution need some tweaking.
No companies perfect, and hopefully McAfee will improve on these issues and learn from their mistakes. The question is do they read their own forums and follow up on these items?
The part that makes me mad is the amount of time I need to spend on the phone with technical support to resolve one issue. The SAM sends to to Platinum support > Platinum has me submit sample > Extra DAT comes from Beaverton > case goes cold and ZERO follow up on resolution....
FOLLOW-UP... Very important words in the world of customer service don't you think?
No I'm a volunteer here. Very seldom will any McAfee person post here. Re-submit it via email, when they answer, if negatively, reply immediately with the headers intact questioning their findings and ask them to do further investigation.
I was only saying what we've been told, that if an extra.dat is issued it is normally included in the database immediately. I guess whomever told me that was wrong. It was only the threat center management.
Obviously they have exceptions to their own rules.