For those that know me, I am a firm believer that leadership is built on open, transparent and candid communications. And, as we work together to transform the security industry that is my commitment to our partners, to always be open, candid and transparent. With this in mind, let me attempt to deliver on all three with regards to our most recent DAT 6807/6808 support notification.
Over the weekend, we identified a problem with two recently issued DATs (6807/6808), which are causing intermittent problems with VirusScan Enterprise 8.8x. For our corporate customers, these DATs can affect McShield.exe and cause problems with the on-access scanner. For our consumer customers they may experience a disruption of Internet service and McAfee product functionality errors.
Focusing on the corporate customers, as soon as the issue was confirmed, a SNS (Support Notification Service) alert was distributed to all subscribing partners as well as Gold and Platinum support customers. Within hours the DAT’s were updated and a new DAT (6809) was issued to customers and partners to correct this issue. Shortly after the updated and new DATs were released, a patch was created and released. Because it may not be readily apparent to the customer whether there are any problems/risks, we issued a mandatory security hotfix, meaning that it is required that all customers implement, which can be accessed at: McAfee KnowledgeBase (KB76004).
Since minute one, we have been working relentlessly on proactively contacting both customer and partners, and to date the team has done a great job. But, we aren’t done yet and we want to continue to proactively work with you, our partners, to contact all of our mutual endpoint customers, as we need to understand whether they have deployed DAT 6807 and/or 6808 to continue to provide the highest level of security protection.
If the customer has not downloaded either of these DATs, we insist they immediately download the newest DAT. If the customer has downloaded one of the problematic DATs we need to direct them to mysupport.mcafee.com to “Search the KnowledgeBase” for KB76004 where they will find detailed instructions on downloading the hotfix.
If our mutual customer has issues applying the patch, you can use your normal support lines based on support entitlement (e.g. Gold, Platinum). Also, if you haven’t heard from your McAfee CAM please contact them, your distributor or comment on this blog and we will make sure they contact you.
Let me close by saying we realize this DAT issue has inconvenienced both our customers and partners, and for that we apologize. But, I also wanted to assure you, by outlining it here in this blog, we are doing everything we can to minimize impact with our partners and for our customers.
Together we can!