Item |
Required Details |
Notes |
01 |
Provide a detailed description of the problem |
Provide as much detail as possible. |
02 |
The exact error code and error message |
If the error message can't be captured to a text file, take a screenshot or a Virtual Image video.
|
03 |
When exactly does the error occur? |
Make sure that the timeline is included in the description. This information is used to cross-reference the logs.
Example:
- Opened Notepad at 10:02 10/10/2012
- Completed a save as operation at 10:04 10/10/2012
- Closed the program at 10:05 10/10/2012
|
04 |
Product version |
Example:
Version 4.1.xyz
|
05 |
Build number |
To obtain the build number:
- Click the McAfee icon in the Windows notification area and select About.
- Scroll down and locate Files and Folders.
- Note the complete product version. For example: 4.1.0.554.
|
06 |
Is this installation, or upgraded environment? |
If upgraded, provide the steps taken and upgrade version information. |
07 |
Collect Diagnostics status report |
On the client, generate a status report (the output is in an XML file).
To generate the status report:
- Click the McAfee icon in the Windows notification area.
- Click Manage Features, File and Removable Media Protection, Status report.
NOTE: To make sure that the XML file is generated correctly, open it with Notepad or Internet Explorer. Verify that the contents are readable and the file is not encrypted.
|
08 |
Collect Driver tracing |
- For User mode and removable media tracing issues.
Create a User or Driver (Kernel) Mode trace in FRP.
IMPORTANT: The files generated can grow large. Thus, do not enable the tracing for too long. After the issue has been reproduced, use the disable commands to stop logging.
- For operating system issues where the system stops responding or a system crash (blue screen error) occurs, create a Windows Kernel Dump file. For details, see KB69402 - How to create a Windows Kernel Dump file to troubleshoot a system crash.
- When an application stops responding or if there is an application error, use ADPlus to obtain the application dump file.
NOTE: The ADPlus application is a tool from Microsoft Product Support Services that can troubleshoot any process or application that stops responding or fails. For instructions, see Advanced troubleshooting for Windows start-up issues.
|
09 |
System information/MSINFO32/Webmer (Client) |
- Click Start, run, type msinfo32, and then click OK.
- Click File, Save.
For collection of the WEBMER information, see KB59385 - How to use MER tools with supported products. |
10 |
Can you reproduce the issue? |
If yes, provide the steps to reproduce. Include detailed timelines for the reproduction. Even the amount of time to wait can be important.
Example:
- 10:00 Started program X waited for 5 minutes
- 10:05 Tried to click x and y happened.
|
11 |
Number of computers affected |
|
12 |
Troubleshooting done so far by customer, reseller, or distributor |
All steps in detail |
13 |
Troubleshooting done so far by Technical Support |
All steps in detail |
14 |
If the issue affects the network |
- Collect a network capture while the issue is happening. You can use either of the following tools to collect a network capture:
- Obtain a diagram of the network. Identify any devices that are involved in the transaction.
|
15 |
If the issue affects specific server environments, network shares, or NAS devices |
|
16 |
If the issue affects ePO, or is policy-related issue. |
- Collect a MER from the ePolicy Orchestrator (ePO) Server after setting the Orion.log to debug mode. For details, see
KB52369 - How to enable debug logging in the Orion.log.
- From the ePO Console, export the FRP policy that is applied to the computer, or network share.
|
17 |
Issues related to the Mac Offline Viewer for Removable Media (formerly known as EERM) devices |
Obtain the Mac System Information file that provides a full report of the computer's hardware and software:
- From the menu bar, click Apple and press the OPTION key, then select System Information.
- To save the output from this application, click the File menu and click Save (or use the shortcut CMD S).
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