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McAfee Apologizes for Win XP Antivirus Meltdown

By - Source: Tom's Hardware US | B 48 comments

Company speaks after the DAT false-positive fiasco for business customers.

On Wednesday, security software provider McAfee pushed out an updated DAT file that deleted the svchost.exe file, which then triggers a false-positive in McAfee itself. This affected tens of thousands of business computers.

McAfee quickly released a fix, which can be now found here. Barry McPherson, executive vice president of support and customer service, issued the apology on behalf of McAfee in a new company blog post.

Of course many of you are asking how the faulty DAT made it past our quality assurance checks. The problem arose during the testing process for this DAT file. We recently made a change to our QA environment that resulted in a faulty DAT making its way out of our test environment and onto customer systems.

To prevent this from happening again, we are implementing additional QA protocols for any releases that directly impact critical system files. In addition, we plan to add capabilities to our cloud-based Artemis system that will provide an additional level of protection against false positives by leveraging an expansive whitelist of critical system files.

Again, on behalf of McAfee, I’m very sorry for how you may have been impacted by the faulty DAT file update and thank you for your continued support and cooperation as we work to remediate the situation.

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  • 25 Hide
    babybeluga , April 23, 2010 9:03 PM
    I take apologies better when they're padded with money.
  • 22 Hide
    NapoleonDK , April 23, 2010 9:16 PM
    They should buy all those XP users a nice shiny new copy of Windows 7. :) 
  • 20 Hide
    house70 , April 23, 2010 9:29 PM
    didn't know anyone still used McAfee...
Other Comments
  • 25 Hide
    babybeluga , April 23, 2010 9:03 PM
    I take apologies better when they're padded with money.
  • 5 Hide
    curnel_D , April 23, 2010 9:16 PM
    I've made about 200 bucks from this already. Not because the computers I fixed were infected, but because the owners of these computers were convinced that all their problems, past and present, were contributed to this.

    Thanks McAfee! :) 
  • 22 Hide
    NapoleonDK , April 23, 2010 9:16 PM
    They should buy all those XP users a nice shiny new copy of Windows 7. :) 
  • 13 Hide
    rooket , April 23, 2010 9:23 PM
    I apologize to anyone that I installed mcaffee on in the first place since it purely doesn't work. nothing to do with what happened recently. get avira.
  • 20 Hide
    house70 , April 23, 2010 9:29 PM
    didn't know anyone still used McAfee...
  • 15 Hide
    sliem , April 23, 2010 9:37 PM
    F-ing bloated McAfee and Norton.
  • 20 Hide
    bob_white , April 23, 2010 9:39 PM
    Sam: Fred, did you press the red button?
    Fred: uh...
  • 5 Hide
    digitalprospecter , April 23, 2010 9:47 PM
    I wonder if the recent change to their QA Environment involved a disgruntled employee?
  • 20 Hide
    misry , April 23, 2010 9:51 PM
    Now they just need to apologize for their software.
  • 2 Hide
    masterofm , April 23, 2010 10:25 PM
    Guess what have we been doing the past two days? We have had several cases at MS related to this issue... a real headache.
  • 0 Hide
    rooket , April 23, 2010 10:25 PM
    mcafee internet protection suite started to severely bog down my pentium 4 and when I tried it on my core2duo which is at least 3x faster of a machine, it did the same thing so I immediately uninstalled it and also took it out of the P4. It was supplied by Comcast (comcrap?) as a bandaid fix for their silly 250GB bandwidth limit policy so you could check how much quota you have used for the month on their also overpriced service. I pity anyone who actually had to purchase this product. It is like throwing your money into a furnace and the flames reaching out and grabbing the cash before it even makes it inside.
  • 2 Hide
    ethanolson , April 23, 2010 10:32 PM
    McAfee and Norton are sucking it lately. I tried AVG and avast! but found stability issues with IE or Outlook when running them, respectively. I just use Microsoft Security Essentials and life is good.
  • -5 Hide
    loudr1 , April 23, 2010 10:42 PM
    Symantec Corp AntiVirus. Endpoint 11, everything else is a joke, or frustrating, to much trouble with little results...
  • -6 Hide
    abbringm , April 23, 2010 11:09 PM
    Image there is no virus scanner ... Ubuntu ...
  • 0 Hide
    rooket , April 23, 2010 11:48 PM
    loudr1Symantec Corp AntiVirus. Endpoint 11, everything else is a joke, or frustrating, to much trouble with little results...


    I agree, SEP is the best. And also Avira. Everything else is crap.
  • 0 Hide
    mister g , April 24, 2010 12:02 AM
    Comcast last month switched from McAfee to Norton, don't see much of a difference other than I'm so glad I did the switch last month.
  • -5 Hide
    shovenose , April 24, 2010 12:03 AM
    mcafee fail. at sschool, one of the teachers runs mcafee on an ancient pc (athlon xp 1.4 ghz i think), its not even connected to the internet, well anyway, about every 3 minutes it gives a popup: SECURITY CENTER UPDATES. MCAFEE MAY NOT BE UP-TO-DATE or someting like that. really stupid...
  • 0 Hide
    ErrolDC , April 24, 2010 12:30 AM
    it's too bad that they had this problem. i've been using the MCAfee Suite that has everything bundled together for some time now. I previously was using SAV but since I've moved all my computers to Win7, I've been using McAfee and i haven't had any issues. I'm running a Thinkpad T410, a Lat D620 and a Dell Studio Slim. No problems whatsoever and I'm pretty happy.
  • 1 Hide
    SR-71 Blackbird , April 24, 2010 12:31 AM
    Typical mcafee blunder!
  • 0 Hide
    Anonymous , April 24, 2010 12:37 AM
    Mcafee is another crapware developed and QAed in India. It beats me how such a obvious bug were not caught by their QA. We don't need virus or terrorist to bring down our systems ... just install McAfee.
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