Frequently Asked Questions (FAQs)

Corporate Enterprise Customer Service supporting Network and Cloud Security products (McAfee Firewall Enterprise, McAfee Web Gateway, McAfee Mail Gateway, McAfee Network User Behavioral Analysis)

McAfee Enterprise Customer Service is dedicated to providing solutions to customer issues in a timely and courteous manner. Customer Service handles activations, support contract questions, patches and upgrades, and updates to customer database records. We respond to non-technical issues, because we are a repository for customer information. Have a question? All you have to do is ask. We can either answer your question or get you in contact with the appropriate person. Click on the links below to find answers to some of our most frequently asked questions.


General

  1. When does support begin?
  2. Who should I contact to renew my support contract?
  3. Where can I find the product manuals?
  4. I want to arrange for some training on my products. Who should I contact?
  5. How do I request a software upgrade?
  6. How do I get the latest patch?
  7. How can I submit or check support tickets on-line for my McAfee (Secure Computing) products?

Firewall or Security Appliance

  1. I tried to activate my firewall and received the error message, "Unable to get license from server". What should I do?
  2. I have recently activated my firewall or security appliance and a feature is not licensed. What do I need to do?
  3. I activated my McAfee Firewall Enterprise (Sidewinder®) and it shows only 25 users and I should have more. What should I do?
  4. I don't know my McAfee Firewall Enterprise (Sidewinder) serial number. Where can I find it?
  5. Why does my McAfee Firewall Enterprise (Sidewinder) firewall show my support is not licensed (expired) if I just renewed my support contract?
  6. I have ordered more user licenses for my McAfee Firewall Enterprise (Sidewinder); however, the firewall still shows the previous user level.

McAfee UTM Firewall (formerly Snapgear®)

  1. How do I register my McAfee UTM Firewall (formerly Snapgear) Appliance?
  2. How do I activate a new add-on feature for my McAfee UTM Firewall (formerly Snapgear) Appliance?

CyberGuard TSP Firewall

  1. How do I register my CyberGuard TSP Appliance?

McAfee Web Gateway (McAfee SmartFilter®, McAfee Web Gateway (formerly Webwasher®))

  1. How do I activate my McAfee SmartFilter SFXX-XXXX-XXXX-XXXX serial number?
  2. Is there somewhere that I can find out why McAfee SmartFilter is blocking a particular site?
  3. How do I check the categorization of a particular website?
  4. Why is my McAfee SmartFilter either allowing / denying access to all sites?
  5. Is there somewhere I can find out why McAfee Web Gateway (formerly Webwasher) is blocking a particular site?
  6. I have a URL that I think should be added to the McAfee Web Gateway (formerly Webwasher) list. What should I do
  7. How do I receive credentials for the McAfee Content & Cloud Security Portal (formerly the Extranet)?

McAfee Email Gateway (formerly IronMail®)

  1. How do I obtain a Support Center account?
  2. How do I find my McAfee Email Gateway (formerly IronMail) serial number?
  3. How do I determine which generation my McAfee Email Gateway (formerly IronMail) hardware is?

General

  1. When does support begin?
    Support begins the day that your product was shipped.
  2. Who should I contact to renew my support contract?
    As appropriate, call McAfee (Secure Computing) Sales at 1-800-379-4944 or your Reseller directly.
  3. Where can I find the product manuals?
    Product manuals are located on the product CDs and on the Technical Support Service Portal
  4. I want to arrange for some training on my products. Who should I contact?
    You can direct any questions regarding training to education@mcafee.com, or by phone: 1-866-210-2715.
  5. How do I request a software upgrade?
    Complete the Product Upgrade and CD Request Form for version 7.x located on our web site at http://www.securecomputing.com/product_upgrade.cfm. If this is an urgent order, please be sure to note this in the Additional Comments field. The upgrade for version 8.x and newer is available only via download on our web site at http://www.mcafee.com/us/downloads/downloads.aspx.
  6. How do I get the latest patch?
    Refer to Web page: http://www.securecomputing.com/goto/updates. Note: You will need to have valid support in order to download and install patches or upgrades. Also, version 8.x and newer can be accessed at http://www.mcafee.com/us/downloads/downloads.aspx.
  7. How can I submit or check support tickets on-line for my McAfee (Secure Computing) products?
    You can create an account and check existing support tickets at the Technical Support Service Portal. You will need a valid Grant number to complete this registration process. Once you submit the registration you will be sent an email containing your password.

Firewall or Security Appliance

  1. I tried to activate my firewall and received the error message, “Unable to get license from server”, what should I do?
    If you receive this message, you will need to activate your Firewall manually at the following URL: http://www.securecomputing.com/index.cfm?skey=231. Until the license is activated, the firewall operates using a trial license that is valid for 7 days for version 7.x and 30 days for version 8.x. If you receive an error message when trying to activate from the above URL, Please contact Customer Service at 800-937-2237 or send an email to service@mcafee.com.
  2. I have recently activated my firewall or security appliance and a feature is not licensed. What do I need to do?
    Contact Customer Service at 800-937-2237 for verification that a feature was requested and you have valid support for the serial number that you are trying to activate.
  3. I activated my McAfee Firewall Enterprise (Sidewinder®) and it shows only 25 users and I should have more. What should I do?
    Please contact Customer Service at 800-937-2237 or send an email to service@mcafee.com. When sending an email please include your McAfee Firewall Enterprise (Sidewinder) serial number, company name, address and contact phone number.
  4. I don't know my McAfee Firewall Enterprise (Sidewinder) serial number. Where can I find it?
    Your SWXX-XXXX-XXXX-XXXX serial number can be found in one of the following four places (version 5.x or later):
    • Click on the McAfee “M” icon to launch the GUI located on the Windows toolbar. Click Connect and login to the McAfee Firewall Enterprise (Sidewinder). Select Maintenance -> License. You will find the information on the Firewall tab.
    • Via the command line type in Cf license query or Cf lic q. Look for “Serial_Number =”
    • Activation certificate...you will find an "Important Activation Certificate" inside the software box.
    • On the sticker on the top of your McAfee Firewall appliance.
  5. Why does my McAfee Firewall Enterprise (Sidewinder) firewall show my support is not licensed (expired) if I just renewed my support contract?
    You need to reactivate your McAfee Firewall Enterprise (Sidewinder) by one of the following two ways:
    • If the McAfee Firewall Enterprise (Sidewinder) is directly connected to the internet:
      • Perform a cf license get from the command line OR
      • Click Activate firewall on the Firewall tab under Maintenance/License in the GUI.
    • If the McAfee Firewall Enterprise (Sidewinder) is on an isolated network: click on the following link and complete the activation form provided: http://www.securecomputing.com/activation.cfm?product=Sidewinder. Be sure you have your serial number and firewall ID ready. You will receive your new activation key with instructions.
  6. I have ordered more user licenses for my McAfee Firewall Enterprise (Sidewinder); however, the firewall still shows the previous user level.
    You need to reactivate your McAfee Firewall Enterprise (Sidewinder) as described in the previous question. If after reactivating the user level still does not show the correct number of users, please contact Customer Service by phone at 800-937-2237 or by email at service@mcafee.com.

McAfee UTM Firewall (formerly Snapgear®)

  1. How do I register my McAfee UTM Firewall (formerly Snapgear) Appliance?
    Due to the EOL date of July 11, 2013 of the UTM Firewall product, the self-registration option is no longer available. McAfee Customer Service will assist you with your registration. Please email the following information to service@mcafee.com:
    • Company Name (if applicable)
    • Address
    • Contact name
    • Contact email address
    • Contact phone number
    • Product Serial number(s)
    • Proof of Purchase (copy of Purchase Order/Invoice or Receipt)
  2. How do I activate a new add-on feature for my McAfee UTM Firewall (formerly Snapgear) Appliance?
    Due to the EOL date of July 11, 2013 of the UTM Firewall product, the self-registration option is no longer available. McAfee Customer Service will assist you with adding the new features to your McAfee UTM Firewall. Please email the following information to service@mcafee.com:
    • Company Name (if applicable)
    • Address
    • Contact name
    • Contact email address
    • Contact phone number
    • Product Service number(s)
    • Feature Serial number (s) – SGXX-XXXX-XXXX-XXXX
    • Proof of Purchase (copy of Purchase Order/Invoice or Receipt)

CyberGuard TSP Firewall

  1. How do I register my CyberGuard TSP Appliance?
    Please contact Customer Service by phone at 800-937-2237 or by email at service@mcafee.com.

McAfee Web Gateway (McAfee SmartFilter®, McAfee Web Gateway (formerly Webwasher®))

  1. How do I activate my McAfee SmartFilter SFXX-XXXX-XXXX-XXXX serial number?
    To activate McAfee SmartFilter v4, please go to the following web page: http://www.securecomputing.com/index.cfm?sKey=283. Click on SmartFilter (all other platforms) and fill in all the information requested with an asterisk (*) on the left hand margin. Click the submit button at the bottom of the form and you will be prompted to download your McAfee SmartFilter server software or administrative tools.
  2. Is there somewhere that I can find out why McAfee SmartFilter is blocking a particular site?
    Yes, you can check the category of the blocked URL by going to the following: http://www.trustedsource.org/en/feedback/url.
  3. How can I check the categorization of a particular website?
    You can go to http://www.trustedsource.org/en/feedback/url to check the categorization. If you believe that the category should be changed you can either fill out the category suggestion form that comes up after you check the URL, or you can submit your request by sending an email to sites@mcafee.com.
  4. Why is my McAfee SmartFilter either allowing / denying access to all sites?
    Check to see if your subscription has expired. If you had recently renewed your subscription, you will need to request a new activation key by submitting a request via the following McAfee SmartFilter activation form http://www.securecomputing.com/index.cfm?sKey=231. Be sure you have your SFXX-XXXX-XXXX-XXXX serial number when completing this form. If you have not renewed your subscription, however, you will need to contact your Sales department at 800-379-4944 or reseller to purchase a renewal subscription.
  5. Is there somewhere I can find out why McAfee Web Gateway (formerly Webwasher®) is blocking a particular site?
    Yes, you can check the category of the blocked URL by logging into your extranet account and going to the URL Filter Feedback section.
  6. I have a URL that I think should be added to the McAfee Web Gateway (formerly Webwasher) list. What should I do?
    After checking the URL Filter feedback from your extranet account to see if the URL is already categorized, you can request a URL be added or suggest a new category by sending an email to sites@mcafee.com.
  7. How do I receive credentials for the McAfee Content & Cloud Security Portal (formerly the Extranet)?
    Please contact Customer Service by phone at 800-937-2237 or by email at service@mcafee.com. Please make sure you have your Grant Number or product serial number.

McAfee Email Gateway (formerly IronMail®)

  1. How do I obtain a Support Center account?
    You can request an account by going to https://supportcenter.ciphertrust.com/, click on "Request Account", and fill out the request form. Your login and password will be sent to you via email.
  2. How do I find my McAfee Email Gateway (formerly IronMail) serial number?
    Click on the "Contact Us" in the right hand corner of any menu screen in the McAfee Email Gateway (formerly IronMail) product. The serial number will appear in the box that will open.
  3. How do I determine which generation my McAfee Email Gateway (formerly IronMail) hardware is?
    Customer Service can help determine the generation of your McAfee Email Gateway (formerly IronMail) Appliance. You can contact us at 800-937-2237 or by email at service@mcafee.com. Please make sure you have your product serial number when calling or emailing.

Contact Information