McAfee Gold Technical Support
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Requesting Technical Help
McAfee offers three (3) main mechanisms for requesting help on technical issues:
• Chat support (with remote assistance)
• ServicePortal submission
• Phone support
Before requesting help
To help us resolve your issue as quickly as possible, please ensure that you have the following information:
• Technical Support Grant Number
• Geographic location of the software installation
• Detailed description of the problems or errors
• Description of the hardware that the software is installed on, including the serial number or service tag where applicable
(hardware must meet published McAfee specifications)
• Name and versions of any operating system, network, and software running with the McAfee software, including patches
and fixes
Chat support
Chat support is found by logging into the ServicePortal and selecting from the options menu under
Interactive Support:
Manage Service Requests
on the lower portion of the page.
Chat support has two main benefits:
• Quick and easy feedback on status updates
• Interactive problem solving
One of McAfee’s key innovations in security support is providing live online
chat with technicians. Not only can the status and follow-up on existing
cases be made, but this is also an excellent way to submit a new service
request. Presently chat support is only offered in English.
Remote control/assistance
With your permission, McAfee engineers can open a remote console to view your desktop and better understand the issue.
In cases where customers are interested in being walked though a solution, the McAfee engineer can be given further rights
to take control of the remote desktop and show the user the solution.
Once a request has been submitted, a chat window opens and gives a status on where you are in the queue. The chat
window allows you to discuss your issue with a technician, and it also allows you to send files to the engineer.
If it is acceptable to your organization’s security policy, McAfee engineers have the ability to share your screen to enable us
to better diagnose your issue.
