As Simon has suggested i have emailed both McAfee and VMware (as I run FH under XP on my iMac). McAfee Antivirus Plus contains VirusScan 15.0 and this is the element that is frequently updated, eg- Last Update 20/09/2011 Build 15.0.291 DAT Version 6474 Let's hope that we get a result soon!!!
Re Simon's post - the McAfee address http://service.mcafee.com/ is the standard support address, and to get anywhere you have no choice but to first run their McAfee Virtual Technician (MVT) which I have done several times, and of course it shows no errors with McAfee! That at least allows you to get further and email their support staff. I have now raised 3 separate incidents with them and have just received a reply saying 'Since the problem seems to be complicated, I would like to escalate this case to the next level of Support and they will call you back and help you to resolve the issue.' This they apparently will do in the next 24-48 hours, so if I get anything useful out of talking to them (hopefully) will post here. Andrea
SImon suggested " if you email McAfee's virus labs at Virus_Research@avertlabs.com with the word "noauto" in the subject line, there is a good chance that your email will get through." This is what I did, I am waiting on a reply (only 7 hours later) Cheers Peter
We'd like to firm up some of the details of this problem if possible. Could everyone who has experienced this problem please post to say:
(a) Exactly what McAfee products you have. Please also give the full version number of each McAfee product. (b) The date that the problem started (c) Confirmation of the symptoms - e.g. does FH *always* crash every time you run it? Do you ever see any error messages (if so, saying what?). Are the symptoms always the same? How long after you start it does it crash? Does this vary? (c) Which version of Windows (inc service packs if known) do you have? (d) Which version of Family Historian do you have? (e) Does your version of McAfee allow you to exclude particular products from realtime or other scans? If so, have you tried excluding FH, and did this work? What other steps have you taken to try to solve the problem? What if any were the consequences? (f) Have you reported the problem to McAfee and if so what was their response?
Please provide as much information as you can. Obviously you can post here if you wish but if you feel that you're not saying anything which forum readers will want to see, and don't want to clog up this forum, you might prefer to email us directly at email@example.com. If you do, please title your email "McAfee Problem Details".
Simon Orde - Family Historian Designer (just visiting)
a. BTNetProtect Plus by McAfee v 10.5.240 b. 20 Sep 2011 c. FH crashes after appx 1 min, no error messages d. Windows 7 Home Premium SP1 64-bit e. Family Historian 4.1.3 f. No g. Reported to McAfee 20 Sep 2011 using 'noauto' address posted yesterday. Also reported to BTInternet this morning. Responses awaited.
I've just done a manual update of McAfee (which subsequently required a reboot of the PC) and Family Historian is still running after 5 minutes (as opposed to the one minute everyone with McAfee has been experiencing over the last 48 hours or so.)
I've just found this forum after a frustrating time reinstalling FHV4. Glad to hear that it appears to be a problem with McAfee. Just done manual update as suggested by Richard, but it has not cured the problem in my case. Will report to McAfee and BT as suggested.
Very frustrating as I had promised myself a full day of updating my files!
BT NetProtect Plus consists of McAfee Security Centre V10.5 Build 103.5.240; McAfee Virus Scan v14.5 Build 14.5.130 (DAT date 19/09/2011), McAfee Firewall V11.5 Build 11.5.141, McAfee Site Advisor v3.4 Build 184.108.40.206, McAfee Parental Controls (not configured) v12.5 Build 12.5.113 McAfee Quick Clean and Shredder v10.5 10.5.111)
(b) The date that the problem started
Sunday 18 Sep (but not used FH for a couple of weeks prior to Sun 18)
(c) Confirmation of the symptoms
FH always crashes, no error messages and consistently takes approx 60 seconds after starting before crashing.
(c) Which version of Windows (inc service packs if known) do you have?
Windows Vista SP2 all patches applied.
(d) Which version of Family Historian do you have?
(e) Does your version of McAfee allow you to exclude particular products from realtime or other scans?
What other steps have you taken to try to solve the problem? What if any were the consequences?
Rolled back the system to previous restore point of 15/9/2011 and disabled McAfee automatic updates but downloaded Windows updates - this worked for approx 24 hours then McAfee turned on automatic updates (without any assistance from me!) and FH stopped working again after McAfee updates were applied. I ran FH last night for 30 mins or so in Safe Mode with Networking but not tried again to day. I have applied latest McAfee updates today but FH is still not working.
(f) Have you reported the problem to McAfee and if so what was their response?
I have reported to both McAfee and BT - acknowledgement from BT that they received my email but nothing further and nothing at all from McAfee.
As I write this I have just had a call from BT advising me to remove and reinstall McAfee and the problem should be resolved - about to try it and will update the forum after I have done this.
(a) BT Net Protect Plus - Not sure of the details as I uninstalled to get FH up and running (b) Sunday 18th (c) Crashing of FH 4 approx. after 1 (c) Windows 7, Service Pack 1 (d) FH 4.1.3 (e) Yes, and tried excluding various parts but nothing worked. (f) Reported to McAfee, BT and Calico Pie, only had a response from Calico Pie so far.
Hmmmm...well I shut down FH and then restarted it and the problem is back again - shuts down after approx 1 min! Grrrrr! I have a call reference number from BT so will call them again - but probably tomorrow now!
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