McAfee Inc. © 2007
Hardware Support v1.4 User Guide
Page 18
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 organizations security policy, McAfee engineers are able to request
the ability to share your screen to enable us to better diagnose your issue.
This can operate in two modes; the first just enables the technician to view your screen and
they can then talk you through the setup they require. The second mode gives the McAfee
engineer control to move your mouse and type commands as if they were carried out from
your computer. Customers have the ability to disable this function at any time.
Either method provides a mechanism to resolve customer issues rapidly, as the McAfee
support engineer is able to see and control the affected device.
