ServicePortal Help and FAQs


Firefox Compatibility
As of October 16th, 2006, the McAfee ServicePortal and McAfee KnowledgeBase now support Mozilla FireFox 1.x. As always, McAfee is committed to enhancing the usability of our Support Sites with multiple browsers.

As new versions of FireFox are released, Support will be added in as timely a manner as possible.

Will my login change?
If you have logged into the ServicePortal within the last 180 days, your login credentials will remain the same. If not, you will need to register again on the ServicePortal. If you experience any problems with registration, please contact Customer Service.

What are the password requirements?
Password must be at least eight characters and include at least three of the following:

  • One uppercase character (A-Z)
  • One lowercase character (a-z)
  • One number (0-9)
  • One non-alphanumeric special character (!, $, #, etc.) or Unicode character

Can I register without a grant number?
No. A grant number is required to register on the ServicePortal.

How do I find my grant number?
If you are registering and do not know your grant number, please contact Customer Service for assistance.

What information is available only when logged into the ServicePortal?

  • Newsletters, located under Additional Services on the left

  • Attack Encyclopedia under Support by Reading

  • Product Patches, by clicking Download Software Updates under Support by Doing

  • Service Requests under Interactive Support

  • Chat With a Technical Support Agent under Interactive Support

How do I download patches?
After logging in, you will be able to download patches by clicking Download Software Updates located under Support by Doing.

How do I view my Support Cases?
After logging in, scroll down to Manage Service Requests located under Interactive Support, and click Check my Open Service Requests. All previously closed Support Cases will not be viewable through the ServicePortal; however, McAfee keeps these on record and can retrieve them when you call Technical Support.

What happened to the "Am I Up to Date?" link?
The "Am I Up to Date?" tool is now part of McAfee Virtual Technician.

Where is the "Security Threats" link?
Previously referred to as Security Threats, the Threat Center link is located under Additional Services on the left.

What do I need to know about managing my Service Requests?
The numbering scheme has changed. All Service Requests will now begin with the number one and a hyphen (1-). All open Support Cases will now be have a different Service Request number, beginning with 1-.



Prerequisites for Submitting a Service Request
To submit a service request, you must be a McAfee customer with a service entitlement, and be registered on the ServicePortal using a valid grant number.

Registering on the Service Portal
After registering on the ServicePortal, you will have access to information and support that is not available to the general public.

  1. Click the Log In/Out link in the upper right of the page.
  2. Click the New User link.
  3. Complete the following required fields:
    Last Name
    First Name
    Email
    Grant #
    Preferred Language
  4. Click Next.
  5. Complete the remaining fields and click Submit.
  6. Click I Agree on the Usage Terms.
    The system validates your entries and service entitlement against the grant number you submitted. If you make a mistake, you can correct the information. After the validation is complete, you can submit and manage your Service Requests, or chat with a Technical Support technician.

Submitting a Service Request
If you cannot find a resolution to your problem using the ServicePortal, you can submit a Service Request. Before submitting a Service Request, verify the following:

  1. You are registered and logged into the ServicePortal with a valid UserID and Password
  2. Your Technical Support Grant Number
  3. Location of your Software
  4. Detailed description of the problem or error

Complete the following steps:

  1. Navigate to the Interactive Support section of the home page and click Submit a Service Request.

  2. Complete the required fields. If a required field is not applicable, type N/A.

    Under General Information, type your Grant Number and Partner name (if applicable).

    The following fields will be populated for you: Account Name, Account Number, Contact Name, Contact Email.

  3. Complete the following fields under the Reported Issue section:
    Severity
    Area
    Subarea
    Brief Description
    Description


  4. Complete the following fields under the Product Information section:
    Point Product
    Product Service Pack
    Product Version
    Product Language
    Scan Engine
    Operating System
    OS Language
    OS Service Pack
    Nodes Affected
    Signature Set
    Virus


  5. Click Continue. Some possible solutions to your problem are displayed.
    Note: When you select Continue, your Service Request is created in the background. Therefore, if you click Check My Service Request, it may not be displayed in the list. If you change focus without clicking Continue, the Service Request will not be submitted. Service Request sessions are abandoned after one hour.

  6. Scroll through the list of related KnowledgeBase articles. To view an article, click the article link.

  7. If a solution resolves your issue, click Self Resolved to close the Service Request.
    OR
    If the solutions do not help you, click Submit to send the Service Request to Tier I Technical Support. If a technician can resolve your Service Request, they will update it with possible solutions.

Adding Attachments to a Service Request
You can attach files that helps resolve your Service Request. Examples of information that can be captured and attached include:

  • File from a network server or desktop
  • URL of the file

To attach a file to your Service Request:

  1. In the Service Request Detail view, locate the Attachments section and click Add.
  2. In the Update List view, click in the Comments column. The Update Detail view is displayed.
  3. Click Attachments Add and then click Save. The Add Attachment dialog is displayed.
  4. Locate the file or URL and click Add. The attachment you select is displayed in the Attachment Name field.
  5. Click Submit to add the attachment to your Service Request.

Note: You can add attachments until the service request is closed. You cannot modify attachments.

Replying to email sent from your technician via ServicePortal
When replying to an email sent from your technician via ServicePortal, there is a character limit of 150 characters. If you have additional information that cannot be conveyed in 150 characters, please update the Service Request online. To update a Service Request online, see Updating a Service Request

Do not send attachments to the ServicePortal email address. They will be discarded and not attached to the Service Request. To add an attachment to a Service Request, see Adding Attachments to a Service Request

Updating a Service Request
To update your Service Request:

  1. Ensure you are logged into the ServicePortal.
  2. Click the Check my Open Service Request link on the My Account tab. All your Service Requests are displayed.
  3. Select on the Service Request you need to update.
  4. Make the necessary changes.
  5. When you are satisfied with the changes, click Submit.

Check My Open Service Requests
If a technician updates your Service Request with possible solutions, you can access them on the ServicePortal to decide if they resolve your issue.

To check your open Service Requests:

  1. Click the Check my Open Service Requests link from the ServicePortal. All open Service Requests are displayed for your account.
  2. Select a Service Request and review the notes and comments made by the technician.
  3. Check for attachments that provide information about your Service Request.
  4. Follow any instructions or suggestions, and then verify that the solution resolves your issue.
  5. If the solution does not resolve your issue, you can initiate a chat with McAfee Technical Support or you can call the toll-free Technical Support phone number to speak directly with a technician.

Check All Service Requests for My Company
To view Service Requests submitted by other registered users in your company:

  1. Click on Check All Service Requests for My Company from the ServicePortal. All open Service Requests are displayed for your company.
  2. Click on the SR number you want to view.
  3. Select a Service Request and review the notes and comments made by the technician.