Since I've never seen the error you've mentioned here, is this a known issue with anyone else than you? Is this an answer to someone else's question on these forums? How many machines have you seen this problem with? (It appears like you only had ONE computer with this problem?)
In your post, you've not told us which version of McAfee VirusScan Enterprise shows this issue? Have you been able to reproduce the issue on all Enterprise versions?
You mention that the "affected user was logged into the system" and the "The affected users credentials were used to install the McAfee products via the ePO 4.0/4.5 console." So the same user was using the computer AND was using the ePO console? That sounds a little unusual.. How did you determine that a non-McAfee key made a difference?
And most importantly, your "Resolution" doesn't really make sense.. It appears like your "exporting" the same key to be "imported".. Huh? You're simply moving it out, then moving it back in to the registry again? I'm not sure why that would change anything..
In cases such as this, we generally perform a FULL uninstall which allows us to remove all registry keys and any remnants not deleted with the Add/Remove Programs uninstall..
Hope this helps.
Hey Grif. I share your confusion. Organized your questions a little...
Q: Is this a known issue with anyone else than you?
A: Unknown. Hence this post.
Q: Is this an answer to someone else's question on these forums?
A: Unknown. It could be, but I haven't seen one. Hence this post.
Q: How many machines have you seen this problem with? (It appears like you only had ONE computer with this problem?)
A: Currently 20 computer in 3 different customer sites. The post results are from one system for the purposes of accurate issue validation.
Q: Which version of McAfee VirusScan Enterprise shows this issue?
A: 8.5i and 8.7i pushed using ePO 4.5 through McAfee Agent 4.0 and/or 4.5.
Q: Have you been able to reproduce the issue on all Enterprise versions?
A: I'm not attempting to resolve the issue, just present what has been seen and how we dealt with it.
Q: The same user was using the computer AND was using the ePO console?
A: Yes. A domain administrator.
Q: How did you determine that a non-McAfee key made a difference?
A: Process Monitor showed the Windows Installer key was referenced when the system tray menu item was selected. As a test, I backed-up the key, exported and imported.
Q: "exporting" the same key to be "imported"?
A: Yes. It didn't, and still doesn't, make sense to me either.
To be clear, this is only an issue with shortcut functionality from the system tray. Services are not impacted and shortcuts from the Start Menu function as expected.
Furthermore, there is nothing pointing to McAfee being the issue. Honestly, the issue could be related to either Windows Installer (most likely), .NET Framework 3.5, or both.
Thanks for the response.. I've not seen the issue here but obviously, it's an issue in your setup.. Maybe you need to have someone else do the installations from ePO other than an admin that's logged into one of the other machines.. And maybe that's the solution for most users and possibly why others haven't seen it.. Our domain admins perform the installations from a dedicated machine/server where that same user won't be logged into another computer. They'll use either a different login account on the server or they aren't logged into a second unit.
Hope this helps.
If you want to get to the root of the issue, you'll want to keep a system in that state that can be worked with by McAfee Support.
Perhaps a VM image can be taken of it.
The error message I've seen before and it was due to permissions on certain McAfee registry keys (under HKLM\Software\McAfee, and Network Associates), but the conditions and solution described here have no relevance whatsoever. So, I'm lost too. Having a system to work with would be ideal.
I am having this issue, albight all users are affected. What is the cause? Initial google search brings up Trojan Lager for top hits.
Can you confirm that users are able to use the shortcuts from the Start Menu, but not from the system tray icon (this is where the error originates)? If so, are the users credentials used for the installation of the McAfee product on that system?
I have exactly the same issue on my own machine which follows almost exactly the same pattern. Installed 8.7i through ePO 4.5 a couple of months ago. I am a domain admin but my credentials were not used within the ePO as that was a different domain admin account. I can access the console through the Start menu but I don't see everything that I expect to, and everything except VirusScan Console and About VirusScan Enterprise are greyed out in the system tray menu and clicking on the console option gives me the same error message that you have. It is still updating the engine and dat.
It was fine until yesterday when all manner of wierdness started on my computer. I ran malwarebytes but nothing has been picked up trojan-wise.
I have started to get some users who are receiving the following error - The instruction at 0x121119b4 referenced memory at 0x00000ea8. The memory could not be "written". I have 3 confirmed so far and all with exactly the same error. I have no idea if it's related or not.
If I find any more information I'll add it to this post.
I received the same message after attempting to install Crystal Report Writer. The application would not load and then the VirusScan tray icon menu grayed out except for Console and About. Clicking Console brought up this message. I followed the export/import key routine and the menu was immediately restored. Thanks for this great tip!
As a semi-literate registry editor I would add that you need to delete the original key from the registry after exporting so the key can be imported back into the registry. I first tried exporting and then importing without removing the key and nothing happened. Duh...
I've updated Installer, but am nervious about trying to re-load Crystal. Any thoughts about how to keep this from messing up VirusScan again?
As the issue appears to be with using an account for installing the software that also logs into the computer interactively, try using an account that no one logs in interactively with. For McAfee, I used the ePO service account to do the installation as it does not log into workstations or servers interactively, in our environment anyway. This causes a little issue with accountability as using a generic account doesn't normally allow for knowing who did the installaion.