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Why am I unable to connect to the internet after McAfee update?

On Friday, August 17, 2012 McAfee released a security update (DAT file 6807) that caused loss of internet connectivity for some Verizon customers with Verizon Internet Security Suite (VISS). This issue was remediated early morning on Sunday, August 19th, with the release of DAT file 6809. Customers who did not interact with the McAfee Security Center application between August 17th – August 19th were not affected.

How can I tell if my loss of internet connection is related to the McAfee update?

  1. Open up the McAfee Security Center and click on About
  2. Scroll down to the McAfee VirusScan section
  3. Look for DAT Version of 6807. If any other version exists, the no route or can't connect issue is not related to the recent security update.

How can I restore my internet connection after McAfee update?

There are two possible solutions. For detailed steps, refer to http://verizon.mcafee.com/FAQDocument.aspx?lc=1033&id=TS101448

Solution 1 - Reboot your computer in “Safe Mode with Networking”, connect to the internet and download/run the McAfee Virtual Technician from http://verizon.mcafee.com

Solution 2 - Uninstall VISS, connect to the internet, and reinstall VISS from www.verizon.com/getviss



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