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swishzone
Level 7

Slow loading and freezing - software conflicts

I am the support manager for a software company (SWiSHzone.com). Since September 2009 and up to present, our users (those who also have McAfee Internet Suite) have been reporting problems regarding our software loading slowly and sometimes freezing the computer. This is the type of comment we have been getting -

"My system freezes intermittently, SM3 is very slow to load, and Mcafee virus scanner turns off several protections features after each time I run SWiSHmax3."

...and -

"the McAfee service freezes the system up to 100% while scanning the executable swishmax3.exe"

Inevitably we discover one thing they all have in common is McAfee Internet Suite, and also that this problem goes away if our users TURN OFF real time scanning.

One user (in one of our own support calls) has been in touch with McAfee tier 2 support, and they reported back to us that -

'Nish at McAfee tier 2 support has read the forum and got back to me with acknowledgement that it is indeed a McAfee problem. Turning real time scanning off removes the slow loading and freezing issue and this has now been referred to ther developers for immediate action. I am told that  I am not the only caller to highlight this issue. McAfee promise a response by Monday and I will keep you informed'.

I have searched here for related topics without success, and tried to work through the online chat service this morning to try and get some advice and resolution, but to no avail (I feel like I wasted 15 minutes of my life).

I want to offer our mutual users a better solution than 'turn off real time scanning' or 'change your AV protection', but from my readings here, it seems that an option for exclusion of our software program directories or exe files is not available for home users (can someone confirm this for me?) and the only current solution is to turn off real time scanning.

How can I confirm that this issue is being addressed now by McAfee developers?

Is there someway I can bypass the tiered level of McAfee support to actually email someone direct about this issue?

I am happy to provide any assistance I can to get a resolution

If this topic is in the wrong place, feel free to move it or tell me where to post.

thanks,

David

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7 Replies
BalaSGS
Level 7

Re: Slow loading and freezing - software conflicts

Hi David,

I appreciate your help. I am personal working with team to identify the core issue. I need more information on this I have sent you an email. Kindly revert back to it with your convenience.

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swishzone
Level 7

Re: Slow loading and freezing - software conflicts

Thanks Bala,

I presume you are using my registration email address, responses to which should get into my inbox without difficulty.

Nothing has arrived as yet, but I look forward to communication with you on this issue. If your email doesn't arrive by the end of our weekend, I will post here with alternative contact options.

Cheers,

David

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BalaSGS
Level 7

Re: Slow loading and freezing - software conflicts

Thanks David,

I just forward an email to your registered address. Kindly check it again and revert back.

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swishzone
Level 7

Re: Slow loading and freezing - software conflicts

Thanks Bala,

your email has arrived. It is 7.12 AM on Saturday here compared to your approx 4.15 PM on Friday, so I will hold off on responding until after the weekend. I need to collect some information at this end from one of our tech guys.

thks again,

David

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Re: Slow loading and freezing - software conflicts

Hi David,

Yesterday the files were made available to me. There was a bit of a delay since one of the files was over 3MB which is the limit for our automated system. I tested it on a virtual system and noticed the real time scanner process was maxed out when I tried to open the file. This is definitely not the expected behavior, especially since an On Demand scan didn't find anything suspicious. As a result, I have escalated the files to our content researchers. Once I hear back from them, I will update this thread as well as our customers who have open cases.

Regards,

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swishzone
Level 7

Re: Slow loading and freezing - software conflicts

Hi Doug,

Thanks. Just some further information that might help. One of our users has reported that they can run real time scanning if the untick the 2 Extended Protection options relating to real time scanning. They provided me with the image below.

cheers,

David

http://www.davidp-inter.net/images/call206849McAfee.png

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swishzone
Level 7

Re: Slow loading and freezing - software conflicts

Hi Doug (& Bala),

It appears that a patch has now been released and my users are reporting that there are no longer any problems with real time scanning.

I appreciate and thank you and your support team for the attention you have given this issue, and have advised our mutual users in our forums and on open support calls. Hopefully I will not need to shout out again, but I feel confident now that someone will be listening if I do.

cheers,

David

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