From: Rosales, Catherine G.

Sent: Saturday, September 30, 2006 9:01 AM To: Technical Supprt Subject: BASIC TROUBLESHOOTING STEPS & CLEAN INSTALL
BASIC TROUBLESHOOTING STEPS: I. Verify the Date on Your Computer: 1. Double-click on the clock in your system tray. 2. The Date/Time Properties window appears. Under "Date", verify that the correct month, day, and year appear. 3. If the incorrect date appears, adjust it accordingly. 4. Verify that the correct time appear as well. If incorrect, adjust it accordingly. 5. Click Apply. 6. Click OK.

II. Remove Temporary Internet Files: 1. Close any open Internet browser windows. 2. From the taskbar, click Start. 3. Click Settings (skip if using Windows XP). 4. Click Control Panel. 5. Double-click the Internet Options or Internet icon. Note: If you're using Category View in Windows XP, do the following: a. Double-click Network and Internet Connections. b. Double-click Internet Options. 6. Click the General tab. 7. Click Delete Files in the ''Temporary Internet files'' section. 8. Make sure Delete all offline content is checked and click OK. 9. If available, click Apply. 10. Click OK.

III. Remove Cookies: 1. Close any open Internet browser windows. 2. From the taskbar, click Start. 3. Click Settings (skip if using Windows XP). 4. Click Control Panel. 5. Double-click the Internet Options or Internet icon. Note: If you're using Category View in Windows XP, do the following: a. Double-click Network and Internet Connections. b. Double-click Internet Options. 6. Click the General tab. 7. Click Settings in the 'Temporary Internet files' section. 8. The Settings window appears. Click View Files. 9. While holding down the Control (Ctrl) key on the keyboard, click on the following cookies (if present): Cookie:@McAfee.com Cookie:@www.mcafee.com Cookie:@vil.mcafee.com 10. Click OK.

11. 12. 13. 14. 15. 16. 17.

From the menubar, click File. Click Delete. Click OK. Close the Temporary Internet Files window. Click OK to close the Settings window. If available, click Apply. Click OK.

IV. Configure Internet Explorer's Security Settings: 1. Close any open Internet browser windows. 2. From the taskbar, click Start. 3. Click Settings (skip if using Windows XP). 4. Click Control Panel. 5. Double-click the Internet Options or Internet icon. NOTE: If you're using Category View in Windows XP, do the following: Double-click Network and Internet Connections. Double-click Internet Options. 6. Click the General tab. 7. Click Settings in the ''Temporary Internet files'' section. 8. The Settings window appears. Under ''check for newer versions of stored pages'', select Automatically. 9. Click OK. 10. Click on the Security tab. 11. Click on the Internet Web content zone. 12. Click Default Level. 13.Click Apply. 14. Click on the Programs tab. 15. Select Internet Explorer should check to see whether it is the default browser. 16. If available, click Apply. 17. Click on the Advanced tab. 18. Click Restore defaults. 19. Click Apply. 20. Click OK.

V. Configure Internet Explorer's Cookie Settings: What is the version of your Internet Explorer? To find out: open a browser, click on Help at the toolbar, click About Internet Explorer. For Internet Explorer 5.x: 1. 2. 3. 4. 5. 6. 7. 8. 9. Close any open Internet browser windows. From the taskbar, click Start. Click Settings. Click Control Panel. Double-click the Internet Options or Internet icon. Click the Security tab. Click Custom Level. The Security Settings window appears. Scroll to the ''Cookies'' section. Select Enable for both options.

10. Click OK. 11. If available, click Apply. 12. Click OK. For Internet Explorer 6.x: 1. Close any open Internet browser windows. 2. From the taskbar, click Start. 3. Click Settings (skip if using Windows XP). 4. Click Control Panel. 5. Double-click the Internet Options or Internet icon. NOTE: If you're using Category View in Windows XP, do the following: Double-click Network and Internet Connections. Double-click Internet Options. 6. Click the Privacy tab. 7. If the slider isn't set to Medium, click Default. 8. Click Edit. 9. The Per Site Privacy Actions window appears. Under ''Managed Web sites'', look for a McAfee domain (e.g. www.mcafee.com or bin.mcafee.com). 10. If a McAfee domain exists, right-click on it and click Allow. 11. Repeat steps 9 and 10 for all McAfee domains. 12. Click OK. 13. If available, click Apply. 14. Click OK.

VI. Temp Clearing: 1. Please click on START. Go to RUN. 2. Type the text as "%temp%" (without quotes) 3. Click on the "OK" button. 4. Go to Edit. Choose Select All. 5. Press the Delete Key from the keyboard. NOTE: If it does not allow you to delete some files, just skip the file and then delete the rest by highlighting one a file, and then press the delete key on the keyboard to remove the entry. 6. Close the temp window 7. Please click on START. Go to RUN. 8. Type the text as "temp" (without quotes) 9. Click on the "OK" button. 10. Go to Edit. Choose Select All. 11. Press the Delete Key from the keyboard. NOTE: If it does not allow you to delete some files, just skip it and then delete the rest by highlighting on one file and then press the delete key on the keyboard to remove the entry. 12. Close the temp window.

VII. Empty Recycle Bin: 1. Close all open applications 2. Double click on the Recycle Bin on the desktop 3. Click on Empty Recycle Bin

=================================== How to Do a 'Clean Install' of Any Program Avoiding Software Conflicts During Installation The most successful procedure to have a conflict-free installation of any program running in Windows is to disable all memory-resident programs prior to installation. I. Run ScanDisk Using ScanDisk or Chkdsk to Locate/Fix Hard Disk Problems For Windows 95/98/ME 1. Click Start. 2. Click Programs, then Accessories, then System Tools, then Scandisk. The ScanDisk window appears. 3. In the ScanDisk window, make sure Standard and Automatically fix errors are selected. 4. Click Advanced. The Advanced Settings dialog box appears. Make sure the following settings are selected: - Display Summary Only if errors found - Log File Replace log file - Cross Linked Files Delete - Lost File Fragments Free - Leave the other boxes as they are Ignore the other options, and click OK. 5. Click Start. ScanDisk begins scanning your drive for errors. Depending on the size of your hard drive, ScanDisk may take several minutes to complete its job. For Windows NT/2000/XP 1. Click Start, select Run. 2. In the 'Open' box, type cmd 3. Click Ok. 4. Run the chkdsk utility (similar to Scandisk) by typing in the following command: chkdsk c: /f 5. Press Enter 6. Type Y for YES 7. Press Enter 8. When chkdsk is finished, type EXIT 9. Press Enter ScanDisk is manufactured by Microsoft, a vendor independent of McAfee; we make no warranty, implied or otherwise, regarding this product's performance or reliability. If you have any issues or questions regarding it please contact Microsoft Support.

II. Run Disk Defragmenter

Summary: Disk Defragmenter rearranges the way files are stored on disk to optimize the speed at which they can be used. For Windows 95/98/ME 1. Click Start. 2. Click Programs, then Accessories, then System Tools, then Disk Defragmenter. The Disk Defragmenter window appears. 3. In the Disk Defragmenter window, choose the drive(s) you want to defragment. 4. Depending on the size of your hard drive, Disk Defragmenter may take several hours to complete its job. For Windows 2000/XP 1. Click Start. 2. Click Programs (or All Programs), then Accessories, then System Tools, then Disk Defragmenter. The Disk Defragmenter window appears. 3. You have two options near the bottom of the window, 'Analyze' and 'Defragment'. 4. Choose the drive(s) you want to defragment and select 'Defragment'. 5. Depending on the size of your hard drive, Disk Defragmenter may take several hours to complete its job. Disk Defragmenter is manufactured by Microsoft, a vendor independent of McAfee; we make no warranty, implied or otherwise, regarding this product's performance or reliability. If you have any issues or questions regarding it please contact Microsoft Support.

III. Delete the Contents of the Windows Temp folder. 1. Click Start, point to Programs (or All Programs). 2. Choose Accessories, then System Tools. 3. Choose Disk Cleanup 4. Select the drive that you wish to clean up. 5. Select what you would like to clean up Disk Cleanup is manufactured by Microsoft, a vendor independent of McAfee; we make no warranty, implied or otherwise, regarding this product's performance or reliability. If you have any issues or questions regarding it please contact Microsoft Support.

IV. Disable Everything Running in the Background For Win98/ME: 1. Hold down the CTRL key and ALT key on your keyboard, and then press the DEL key once. 2. Click once on any of the programs listed except for Explorer. 3. Click on End Task. 4. Repeat steps 1 through 3 until only Explorer and Systray shows up in the list. NOTE: On some systems Systray does not show up. If it is not there, then skip to the next step. NOTE: On some systems you may not be able to end task on everything running in the background. If you try to end task on a program, but it will not disable then go on to the next program. 5. Click on Cancel.

For Win 2000/XP: 1. Hold down the CTRL key and Shift keys on your keyboard, and then press the Esc key once. 2. Click on the Applications tab. Highlight an application by clicking on it. 3. Click on End Task. 4. Repeat steps 1 through 3 until nothing shows in the list. 5. Close the window. Now you can run the setup program for the product you are installing. NOTE: After the installation the program by default will try and update, however because of disabling all the background tasks as instructed above this may not be possible until you reboot and get an active connection to the internet. ===================================

CATHERINE G. ROSALES

Tier2 McAfee Technical Support Engineer

1st Level Bonifacio Technology Center 31st St. cor. 2nd Ave. eSquare IT Park Bonifacio Global City, Taguig City 1634