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As many of you know all too well, last Wednesday, April 21, while responding to a new global threat to Windows PCs that attacks critical operating system components, a system error—specifically, the release of a faulty DAT file—caused some of our customers’ computers to shut down until they could be repaired and rebooted.
We deeply regret the impact this may have had on you. In some cases, the outages were lengthy. Even among the vast majority of customers who did not experience operating disruptions, the mere possibility created an unwelcome distraction and reason for concern.
Our first priority was and continues to be helping all of our customers get back to business as usual reliably, confidently, and securely. The nearly 7,000 employees of McAfee quickly dedicated themselves to that effort, working literally around the clock and around the world to identify the error, remove the file that caused the problems from our servers, develop and release a corrected file, and provide our customers with hands-on support to repair impacted systems. The vast majority of affected users were back up and running smoothly within hours, and we are continuing to work diligently until we are sure that every last user node among each and every one of our customers is back in action. Again we offer our sincere apologies.
As that effort comes to a conclusion, our next and equally important priority is to review our processes to make sure this never happens again. We are implementing additional QA protocols for any releases that directly impact critical system files. We are also rolling out additional capabilities in Artemis that will provide another level of protection against false positives by leveraging an expansive whitelist of critical system files and their associated cryptographic hashes.
McAfee’s business is protecting you, our customers, from threats and harm. We pride ourselves on our record of doing so, and we sincerely apologize for this incident. We will work hard to restore and continue earning your full confidence in our company, our products and our brand.
Sincerely,
David DeWalt
President and Chief Executive Officer
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Tags: Dave DeWalt, dewalt, McAfee, Support
What annoys me more is there is still no help via the help line or published online on how to get reimbursements for expenses incurred! Get on with it McAfee, I get more irate each day that I have to either try and find it on your website or call your call center to be told that nothing has been decided yet.
Useless. Just like the QA testing!
I’ve finally got my computer back from the Computer shop after over 1 week with no PC.
My computer (XP SP3) ran fine on the Wednesday , but upon switching it back on on the Thursday, it wouldn’t boot up properly, i had no internet connection and i was unable to copy and paste any of my files to save to my spare hard drive.
This has cost me £35 to get fixed , 1 week of no PC and stress that i can do with out in the current climate.
I will go back to AVG once this has ran out.
Please follow the simple adage: ‘Honesty is the best policy’. It must be gut-wrenching to admit a major foul up like this, but trying to play it down is just not going to work in this day and age. Tell the world you made a mistake … up front – with a big prominent link on the site on how to fix it fast!
At first I had no idea what was wrong and reinstalled Winxp – tedious, but it worked after half a day of upgrading … until I reinstalled SP3 when it all crashed again!
I could have done all this so easily by downloading the new Dat file. What a waste of effort! How many other people wasted time on this problem because they didnt realise what was wrong?
I still like Mcafee, but please learn a big lesson from this:
If you make a mistake, come clean – you will win customers, not lose them.
To David DeWalt,
I have been working as a computer consultant for tha last 30 years – but never before have I experienced paying costumers treated like this.
On every line of this letter from you – all the way up the smiling picture of you – it signales your total lack of understanding of this situation.
My guess is that from the millions of dead computers you left a week ago – more than 98% of your (until now) costumers has repaired or will repair the damages without the “help” from McAfee. Neither the web nor the hotline has been the success you in this letter tell they are.
Do you really think that paying costumers after 4-5 full days on hold to the McAfee hotline – do you really think they accept an apology with 2 years more of your horror?
If you believe those costumers still stick to you – you need some professionel help.
Good luck
Kaspersky replaced McAfee on my ctopumer, low resource utilization and no problems. Easy installation. Not only can I use my ctopumer at any time, I can also print on my wireless connected printer. McAfee decided that since I did not have their product installed on the ctopumer on my home network I could not use it. To print I had to disable the firewall. Kaspersky correctly identifies the device as a printer and have no problems using all of the features of my all-in-one. The installation was flawless and fast, even though there was a new version available and the download was large. Full system scan runs very quietly on the background and I don’t even notice it is doing anything, I had to open the window to see if it was still doing it or it was completed. It also ran in half the time of what McAfee used to take, and you do notice McAfee when it is running. Another advantage is that it has not used up another license because I am running a multi-core processor, McAfee had me at five licenses because of this problem. My ctopumer is set-up as a single user ctopumer. I have not contacted support for anything, so I can’t rate it. I have not found any of the problems reported in other reviews for 64-bit based systems with multi-core processor (Intel i7 X980) and Windows 7 ultimate, every program performs flawlesly and starts faster than they were starting before I switched to Kaspersky.
My PC is still down. I am unable to boot into safe mose to complete the fix, and McAfee has given me to help on this issue. I am very disappointed in McAfee and this reflects very poorly on this company.
Service request 484570-492269312.
Just checking out the webagpe that you added about the safe-kids links. Good job. You mentioned moving to the blog instead of the website. Should we talk about that before you leave?
I too was victim to this DAT file that disabled my system to a point where doing even a soft recovery was ineffective. A reformat was required, taking enormous amount of time and effort to rebuild what my system once had.
Now today, right after your software ran an update, my system is sluggish, hangs for no reason, does things that for the last 3 days it had not. All of this immediately after security suite update. NOTHING ELSE WAS RUNNING.
So, after being a customer for nearly 8 years, your latest debacle has now left me seeking a different security software provider. Not because of the problem, but because of the way you handle the problems.
The fact that your company took such a passive approach in addressing this matter is a clear sign that your organization breeds a culture that simply does not care about it’s customer’s or the true impact that these matters have.
Chuck Harris
charris4@cox.net
Im glad that you have achknowledged that you majorly cocked-up. However, I have had to completly reformat my system and install a new OS due to this bad DAT update, I am not a happy customer. I will ne ending my subscription with McAfee shortly, and switching to Avira AntiVir. Hopefully, an incident like this will not occur again.
QA problems are not limited to your anti-virus products…
We also use MVM (FoundStone) McAfee vulnerability Management software. Over the last month the quality of the vulnerability checks is almost non-existent (We have opened at least 7 service requests to fix false positive issues that could have easily been found in even basic testing) and our service account manager is more dissmissive than ever.
After using Norton for years and getting tlatloy frustrated with their horrible service and an atrocious product called Norton 360, I switched to Kaspersky about 3 years ago. That was a fantastic move because Kaspersky has better customer service and a SUPERIOR product. Let me start by saying Kaspersky is the best consumer product for protection of your computer, however, they have significant problems every time they upgrade to a new version. Even worse, management refuses to communicate with their customers about those problems. One of the pluses of buying this product is the following. If a new version comes out during your one year cycle, you can upgrade to the new product for FREE. The downside, with both the 2010 and 2011 upgrades, many customers [not all] had major problems. With the 2010 upgrade, I was one of many whose system slowed to a crawl for weeks until they finally fixed the problem. Management failed to send out an email advising customers there was a problem. I learned about it after the fact. I was one day away from leaving the product for good when it was finally corrected. I thought they learned their lesson but they didn’t because 2011 is causing a new array of problems. With Kaspersky 2011, [for many customers] if you open up a photo it will completely freeze your system. I’m talking about a complete lock up. You cannot use Ctrl-Alt-Delete to get to the Task Manager and you can’t even reboot. The one and only way to get your system restarted is to turn off the power, wait about 30 seconds, and turn your computer back on. That is tlatloy unacceptable! After several weeks of complete silence from management, the problem was corrected and now users can check out photos without a system failure. Most users had no idea why their system was freezing and locking up. The company should have sent an email to every customers saying: 1. We have a problem with the 2011 upgrade 2. When you do X, your computer will lock up 3. We are aware of the problem and are working on an update to fix the issue. 4. The Tentative Date for the fix is whatever date they select 5. In the interim, we recommend you do Y All software companies have problems. But everyone appreciates and understands when customer service acknowledges they made a mistake and they’re working hard to correct the problem. A lack of communication results in customer frustration and a negative attitude towards the product and the company. As much as I like and respect the actual product, I would NOT touch Kaspersky 2011 until management decides to be honest, open, and communicate with it’s customers.
Customer review from the Amazon Vine™ Program () I have this sowtfare installed on a desktop and a laptop with Windows XP. It’s been running for a few days now and it is performing well. It was easy to configure and does what I expect from an anitvirus program. It updates automatically, scans files and email and monitors incoming web traffic for dangerous scripts. It doesn’t slow down my system or nag me with pop-ups. Once it’s configured it disappears into the background. To be clear, any program that’s running in the background is going to use some memory. This sowtfare has a small footprint in comparison to others and no slow down was experienced. Prior to installation I removed the antivirus sowtfare I was currently running as recommended in the quick start instruction guide. After removal I put the Kaspersky DVD in the computer and it popped up a user friendly interface and I began the installation. The first thing I did after installation was complete was to click on the Update’ button which downloaded the current antivirus database. The sowtfare will do this automatically in the future. The default settings are optimal for most users and can be left as is. More experienced or adventurous users may want to go into the settings section and tweak the configurations for better performance. Don’t worry, there is a restore’ button which will return settings to factory configuration if it gets messed up. I wanted to test the sowtfare to see if it was working and would detect a virus. I am hesitent to inject a live virus into my system so instead I ran the EICAR virus test and Kaspersky generated a warning and deleted the file immediately. I didn’t even have to run a scan, it just picked it up. (EICAR is a fake virus and is safe to put on your computer. To run the EICAR test do a google search and follow the instructions on one of the many sites it will direct you to).The program comes with a set of tools including: – Rescue disk wizard. – Microsoft Windows Troubleshooting. Searches for damaged and irregular settings caused by malware, system failure, or incorrectly functioning system utilities. – Privacy cleaner. – Browser configuration. Analyzes internet explorer settings for security issues.A few other features which I have not yet tested are instant messenger scanning, a virtual keyboard and game mode. Online and technical support is available.I’ve tried many different antivirus programs and this is one I would recommend. It doesn’t use up a lot of memory or suffer from the bloatware issues I’ve experienced with the two biggest sellers. The price compares favorably with other brands and this is a 3-user license. There are free antivirus alternatives, however they provide only antivirus scanning, none of the extras and no support. Kaspersky provides a complete, feature-rich package.
This problem affects “private” users two. Many have not updated to the later versions of Windows and I still have XP.
I very unhappy with McAfee, I have been without my home PC for 5 days and I am having to pay someone to fix it for me.
I expect McAfee to compensate me for the cost of the repair, the purchase of another virus checker, and a refund of my subscription, and something on top of all that to compensate for the loss of use of the PC.
I cannot sign into work because Ive got some signature out of date message that McAfee spins for over an hour correcting, but doesnt.
This is not good!
P.S. I am a Comcast customer. Since I use 3 computers, it pays me to switch to another media provider to save on the AV software.
*(PLEASE NOTE: This review is geerad towards Windows 7 64-bit users with a fairly recent computer build, e.g. any dual core processor PC built over the past four years or less. PC users with ten-year-old Pentium 4/XP computing rigs should look elsewhere for advice; if possible, they should also consider upgrading and/or replacing their aging hardware and OS, as the cost/value ratio in the PC market has never, ever been better even when one takes into consideration these hard economic times.) As was the case last year, after taking a month-long test run with the latest internet security suites (Avast, Norton, McAfee), I have come away very impressed with Kaspersky Internet Security. I own a 4-year-old Dell XPS 410 with an Intel Core 2 6700 CPU @ 2.66GHz, equipped with a RAID 0 2 TB dual hard drive, 8 GB DDR2 RAM and an Nvidia GeForce 8800 GTS 640 MB Direct X 10 -compatible graphics card. I have been using KIS on this computer since 2007, back in the days when I had Windows Vista Ultimate 32-bit installed, and my computer was equipped with only 4 GB RAM and a 650 GB Hard Drive (in fact, the upgrade to my hard drive and RAM was only done weeks ago, right after I finished testing). While I was fairly unimpressed with KIS’s sluggish performance when I ran it on Vista 32-bit (at least on my computer; my mother’s PC, which uses Vista 32-Bit, has never had a problem), ever since I upgraded to Windows 7 Ultimate 64-bit, KIS has shown itself to be a terrific, smooth-running (if imperfect) security suite that is improving with each new incarnation. The Good: – Installation is intuitive, quick and painless; – KIS 2011 works excellently and unobtrusively with Windows 7 Ultimate 64-bit. For the past month that I have been using it, I have experienced no obvious bugs, hiccups, computer slowdown or start-up/shut-down hangs to speak of; – KIS 2011 sports a new, clearly-marked interface that improves on last year’s (mostly successful) attempt at making KIS more novice user-friendly. KIS’s latest look is extremely clean and utilitarian, which means a relatively painless learning curve for newbies; – KIS 2011 contains plenty of smart, easy-to-implement customization tweaks in the protection settings that should more-than-satisfy experienced users; – KIS 2011 uses even less system resources than KIS 2010 (which was by no means a resource-hog). In fact, KIS 2010 blows most full-featured internet security suites out of the water in this regard (and that includes the latest incarnation of Norton, which while no where near as resource-hungry as past versions, still lags behind KIS in that respect); – KIS 2011 s excellent system watcher feature has gotten even smarter (and less intrusive) than earlier iterations, keeping ever vigilant of changes, attacks or takeovers that are attempted on your computer; – KIS 2011 s intelligently implemented firewall protection is among the best (if not the best) of any security suite I’ve tested; – The parental control feature on KIS 2011 is outstanding. Simply put, your child will be well and thoroughly protected from internet dangers. In fact, from what I’ve seen so far this year, no other internet security suite with this feature comes even close in terms of effectiveness and ease-of-use, with the exception of Kasperky PURE , Kasperky’s answer to Norton 360 . Although I have never personally used it, from what I understand of Kasperky PURE , it has all the features of KIS 2010, plus a couple more options for parental controls. Still, KIS 2011 s parental control features are quite complete (e.g. internet usage, web browsing, file downloads, instant messaging, social networking, private data and word usage are all covered) and should more than suffice for all but the most demanding parents; – Malware and networking detection/protection is top-notch; – Viral/malware/spyware/trojan scanning has little impact on the speed of your computer, meaning you can run a scan simultaneously while doing other tasks on your computer with little impact on system resources; – As always, the free software upgrades mean you only have to continue renewing your subscription, as opposed to shelling out money annually for software upgrades (HINT: KIS 2010 is going for pretty cheap right about now ). However, there are some cons: – The spam filter is mediocre at best, and needs a lot of work. My testing with KIS 2011 s spam feature using Microsoft Outlook was extremely unimpressive. Spam got through at least 40% of the time. To be fair, Kaspersky claims that a certain period of training is needed to maximize the spam filter’s effectiveness. However, Norton Internet Security’s spam protection feature worked terrifically right out of the box. For those (like me) who use a web-based email account which
from the BBC news website :
“We believe that this incident has impacted less than one half of one percent of our enterprise accounts globally,” said a statement from McAfee, adding that an even smaller percentage of its consumer customers were hit.”
McAfee is kidding right ? reading all the comments on this BLOG, i find it difficult to believe. My company also was seriously hit by this update and it required several long hours to get things back online.
At least try to be honest with the harm this update has caused.
Rgds,
Roger
one computer room with different OS atleast a team to monitore the activity during the update in process ofcourse it is not synchronise but ahead of time for testing purposes, before simultaneouly lunching to the web finally for safe to update i do not know how this things happened (i may think sabotage nor shortcoming for the team responsible,this is entirely wrong and somebody should accountable for this incident he or she should accept the consequences, there are 7,000 employees affected and may feel uneasy, i know mcafee president and the rest of executive may go work hard to comeback with better or best next time good luck!
messages is only for the legitimate customers who paid the software! deep in his heart he’s very sorry! for those using pirated i guess the CEO pick the right photo,that’s why Sir David Dewalt smile,hihihi honestly here in the philippine i encountered this (i owned a computer repair shop Y2K COMPUTER SPECIALIST) yes it is simple by pulling out the hard drive and patch the missing file, then go to safemode then before proceeding to safemode when you see windows is running in safemode (to proceed to work bla bla bla)press control alt del run msconfig disable mcafee under the SERVICES and STARTUP then reboot but if you are not familiar with the process its very hassle of course the biggest problem is blue screen of death so if we are going to do this on the computer itself we may need windows pe to fixed the error but maybe complicated to not familiar with the process, so the easiest way is to make a boot program recovery just to extract automatically the missing system files for windows and patching the anti-virus pattern then it will work fine again
Because of your problem, the students in my school district had no access to computers in the afternoon. We checked the McAfee website when we first experienced issues, but saw nothing about a breaking virus or any other issue. Fortunately, we saw a tweet on twitter saying it was a McAfee bad dat causing the problem. We shut everything down until a fix was posted. Two days later, we were back up.
The good news for my school is that we just signed an agreement for another AV the prior week. Don’t let the door slam you in the back, McAfee.
I’m a Dutch McAfee user. Your problemsolver on your site (hard to find!) was no use for me.
My pc is still not running. My suggestion: sent every customer (you know who they are!) a cd with
problemsolving software. Your approach of the problem will cost you
customers world wide.
I find little value in the 6th edotiin of the book it’s much the same as the first one with updated information. This book is best read by people that know very little about how attacks work and want to discover how the average low level attacker goes about doing things. This book is not bad at all but it really just doesn’t add anything to my arsenal or provide me with any new information that is valuable to me.If you want a book that can give you a very entry level understanding of how attacks might take place and need a book to teach you the very basic’s of how to become a script kiddy or how they operate then this book is a good choice.I mean no disrespect by this but it is my opinion that true hacking or pen-testing does not and can not follow the old methodologies that are outlined in this book. There is simply not an A to B route that is to be followed in hacking/pen-testing and tossing attacks from tool after tool at systems isn’t the right way to go about testing.In my opinion this book is the best choice for someone with a new interest in the subject and knows very little about security testing and defense. This is a good place to start to learn the very basic’s of offensive infosec and to pick up some entry level knowledge on how to defend against it. If you are looking for an introduction or a bridge to entry level certification such as certified ethical hacker or certified penetration tester this would be a good choice to pick up before you start your studies to fill in the gaps. Overall this is a great book just take it for what it is. It is not a book on how to hack. It is an introduction to hacking and some of the common tactics that are used. If you’re not defending against these then you’re doing a poor job. To be fair to the author and the series this book was a pioneer in the industry at the time it was introduced there was little information on the subject to be found in this type of structure. In our infosec crazed world of today so many books follow this exact format that reading it becomes dry and very boring. Overall great series pioneers of information security books but a new approach is needed and maybe that is present in the hacking exposed series but I can not comment on that because I have only read scattered edotiins of the original title.
Hmmm….I wonder how many lawyers and judges were affected by this “false positive”? Can you say “class action lawsuit”? This letter from the CEO was meaningless and ridiculous. There’s absolutely no way that only one half of one percent of customers were affected. Your sales are over $1.6 billion dollars. That’s about 20 million copies of McAfee Total Protection (3-user). If all three licenses were installed that’s 60 million computers. Of those 60 million, I’d say the majority are still using XP SP3. But to be fair let’s say only half are. So if only one half of one percent were affected that’s still 150,000 of your customers’ computers. Factor in the realization that a lot of those computers were used by businesses, municipalities, government offices, banks, police departments, doctors, and hospitals then the number of affected people grows EXPONENTIALLY!
On a more personal note, 3 of our 6 workstations were crippled. That took down production, shipping, billing, A/P, and A/R. We had to pay a tech for a day and a half to get them running again. And McAfee’s solution was bunk by the way. Thank God for smart end-users. Maybe McAfee should think about employing some smart people. At least someone smart enough to plug in an XP SP3 workstation to test a DAT file before releasing it to 20 million customers.
My first exposure with hcnikag series was back in 2002 the 2nd edition, in the Foreword of the 2nd edition they summed up the expectation and identified the who should read this book But if a computer network has a security vulnerability and no one knows about it, is it insecure? .In writing this review I like to bring to attention the fact that I am not sure who is the intended audience anymore.I have seen this book on every network engineer’s and self proclaimed security guru’s book shelf, many of the one’s I have seen were not even used once.So my question is why do people keep on buying this book, is it the title? The marketing? Or is it a cult think? I was given the 6th edition as a gift. I read most of it out of curiosity, and after a while I realized that this book does not have a true audience. This book is not written for;.-The hacker since many of the hcnikag techniques are either irrelevant or old and most hackers know a better way..-The criminal. See previous note..-An auditor. If it was, it would have specific processes on how to conduct and audit..-Management, they don’t care how hping2 works..-Those who are concerned about wireless security. There is a hcnikag exposed for wireless book for them.If we take away the fat, this book has about 200 pages of useful information, most of which can be found using the authors favorite search engine Googlewhy did I give it a 2 star instead of just 1, I did like the entire 10th Chapter, this section has very relevant information, and it has a purpose, it introduces the concept of governance and use of standards such as ISO17799 which is actually ISO27001:2005 and NIST Publications 800-64 and 800-27. It explains the SDLC although the author calls it SDL combining the Life with Cycle. So if this is your First Hacking Exposed book, buy it with caution, but if you already have one, don’t upgrade .Best Fishes and thank you for reading.
I’m wandering if there’s a new problem. My Total Protection automatic update happened on the 25/4/10 (after the faulty one) and I have MS Vista (not XP)and ever since my computer cuts off my internet connection everytime the computer goes into idle. To reestablish a connection I have to run a Windows repair function each time I want to get back on the net or check my email. Is this a new update problem?
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