GoToAssist (19:30:49): Thank you for contacting McAfee Consumer Support. An agent will be with you sho rtly.

Customer (19:30:56): Hi.. Deepak Mohank (19:31:00): Hi Peer mohamed, my name is Deepak from McAfee Technical Support, and I will be assisting you today. Deepak Mohank (19:31:03): Please open the McAfee SecurityCenter now and let me know what the protection st atus indicates. It will be an Exclamation, Tick, or Red X. Customer (19:31:29): it is showing computer is secure and tick mark Customer (19:31:36): but its not updating Deepak Mohank (19:31:47): Please let me know what happens when you attempt to update McAfee on your comput er. Customer (19:32:18): simply it is showing checking for updates is completed Customer (19:32:30): and downloading updates is always 0% Customer (19:32:45): it is not updating and I am using dell laptop Customer (19:33:16): when i am tested using dell software it is showing no anti virus installed on yo ur computer Deepak Mohank (19:33:47): Peer mohamed, please reply if you are still working with us. Customer (19:33:50): Customer (19:32:18): simply it is showing checking for updates is completed Customer (19:32:30): and downloading updates is always 0% Customer (19:32:45): it is not updating and I am using dell laptop Customer (19:33:16): when i am tested using dell software it is showing no anti virus installed on yo ur computer Customer (19:34:08): ya Customer (19:34:21): r u there? Deepak Mohank (19:34:28): To ensure that I understand, McAfee Updates are not responding. Is that correct? Customer (19:34:36): ya Deepak Mohank (19:34:49):

Peer mohamed, are you chatting with me from the computer where you are experienc ing this issue? Customer (19:34:55): ya Deepak Mohank (19:35:01): How do you currently connect to the Internet? (Dial-up, DSL, Cable, or Wireless) Customer (19:35:19): 3g connection via mobile Deepak Mohank (19:35:24): Peer mohamed, It would be my pleasure to assist you with this issue. In order to assist you better, I need to gather some basic technical information about your computer. I will send you a pop-up, please click on 'OK' to provide me the syst em information. GoToAssist (19:35:27): Representative Deepak Mohank has requested system information from customer Cust omer. GoToAssist (19:35:41): Customer Customer has sent system information to representative Deepak Mohank. Customer (19:35:56): I clicked ok Deepak Mohank (19:35:57): Thank you for all the information, Peer mohamed. Deepak Mohank (19:35:58): Peer mohamed, we would like to offer you a free remote session in order to assis t you better with the issue. May I please take the remote access of your system in order to resolve the issue? Customer (19:36:08): ya sure Deepak Mohank (19:36:15): Now youll be getting a prompt to give me permission to access your computer. Plea se choose the option which provides me "Full Access to Keyboard and Mouse." Customer (19:36:23): ok GoToAssist (19:36:27): Representative Deepak Mohank asked to share the customer's screen. GoToAssist (19:36:38): Customer Customer accepted request to share screen. Customer (19:36:43): done Deepak Mohank (19:37:14): Thank you, Peer mohamed. Deepak Mohank (19:39:06): Since McAfee is working on the Windows platform, McAfee will not work if there i s an issue with Windows. We will check the Internet Explorer properties and the hosts file to resolve the issue. Deepak Mohank (19:47:00):

I will remove the Temporary Files and Cookies from your computer and prepare the computer for McAfee installation. Shall I proceed ? Customer (19:47:43): ya Deepak Mohank (19:50:21): The steps I have done should resolve the issue. You may restart the computer and update McAfee to fix the issue. You may right click on the "M" icon from the sy stem tray, near to the system date and time to check for McAfee updates. Deepak Mohank (19:50:34): Peer mohamed, if the issue still persists, you may try connecting to a wired int ernet connection and then update McAfee. Deepak Mohank (19:50:48): Peer mohamed, is there any additional assistance you need for your McAfee produc ts today? Customer (19:51:21): why it is showing no anti virus installed in ur computer Customer (19:51:38): dell software checking telling like that Deepak Mohank (19:51:44): Peer mohamed, you may ignore the message shown. Customer (19:52:11): ok I will restart the system and let u know.. Customer (19:52:31): what is the problem in updation using wireless connection? Deepak Mohank (19:52:34): Okay Peer mohamed. Deepak Mohank (19:52:46): Peer mohamed, the issue usually occurs when the computer is not connected to int ernet for few days or when there is some server issues. If some updates are pend ing after few days, the updates may not work properly and you need to manually u pdate McAfee. Deepak Mohank (19:52:50): Peer mohamed, you may receive a survey from McAfee that will give you an opportu nity to provide feedback on the support we have provided you today. Your feedbac k is valuable, and the information you provide will either validate how we provi de support today or give us additional areas to focus on for improvement in the future. Thank you for contacting McAfee Technical Support. Customer From the Customer I am not (19:53:25): beginning it is like that (19:53:47): able to update from the date of installation

Deepak Mohank (19:54:01): Okay Peer mohamed, you may restart computer and check for issue. If the issue st ill persists, I suggest you to uninstall and reinstall McAfee. I will send email with instructions to uninstall and reinstall McAfee. Is that Okay? Customer (19:54:22): for time being it is okay Customer (19:54:31): I will restart and let you know Customer (19:54:46): do u have any toll free customer care number?

Customer (19:55:27): deepak Deepak Mohank (19:55:39): Peer mohamed, technical support in voice is not available for saturday and sunda y. Customer (19:55:51): oh k k Customer (19:56:09): then what I need to do if still the problem persists? Deepak Mohank (19:56:18): The steps I have done should resolve the issue. If the issue still persists, you may please click on the link http://service.mcafee.com/default.aspx?lc=2057 to contact back so that we can do the further trouble shooting steps. Customer (19:56:57): this link will directly connect to you or some other person? Deepak Mohank (19:57:42): Peer mohamed, it will connect the same way we started our session. Deepak Mohank (19:57:53): Peer mohamed, you may receive a survey from McAfee that will give you an opportu nity to provide feedback on the support we have provided you today. Your feedbac k is valuable, and the information you provide will either validate how we provi de support today or give us additional areas to focus on for improvement in the future. Thank you for contacting McAfee Technical Support. Deepak Mohank (19:57:56): Bye Peer mohamed. Deepak Mohank (19:57:59): If you do not have any other questions, you may please choose to close the chat window to disconnect all connections from our end including remote session. Customer (19:58:29): if I am using the link will it resume this session? Deepak Mohank (19:58:37): If you would like a copy of your chat session please click on the "File" menu on the top left corner of the chat window and click on "Save chat log." Customer (19:58:38): I mean can I contact you?