McAfee apologizes for bugs in Falcon roll out

McAfee has sent out an apology note to customers because of bugs in the roll out of its new security software.

McAfee has apologized to users for bugs in the company's new line of client protection software, released last month.

In an e-mail sent to some users last week, McAfee Executive Vice President Bill Kerrigan acknowledged that there had been glitches in the roll out. "We would like to extend our sincere apologies to anyone who may have had problems with their computers due to the upgrade," he wrote.

Not all McAfee customers have been given the new software, which is going through a phased roll out, according to a McAfee spokeswoman. However, users who receive software updates from McAfee directly, or who purchased the software in the past month may have had problems, she said.

Both McAfee and rival Symantec have been contending with Microsoft's recent entry into the antivirus market, hoping to stay one step ahead of their new competitor. With this new line of products, code-named "Falcon," McAfee introduced a new user interface as well as its SiteAdvisor Web site-rating software.

McAfee estimates that fewer than 1 percent of customers who downloaded the new software have had difficulties, but the problems they experienced could be annoying.

The new software didn't work well with some ISP (Internet service provider) software, causing browsing slow-downs for some users, the company said. And customers who had disabled firewall protection would be presented with notification messages that could not be ignored, an annoyance for some.

Some customers were simply confused by the new user interface, McAfee added.

"While we believe no one's computer protection was compromised, we have worked quickly and hard to resolve the issues," Kerrigan said. "In fact, we have already sent out an update that automatically fixed the glitches caused by the upgrade."

Customers who have complained about the bugs are being offered a free 3-month extension to their subscription, a McAfee spokeswoman said.

The bugs made Web surfing a drag, said Matt Saefkow, a software programmer. "One out of every 10 images would not load unless I refreshed the page a number of times, " he said. "I was frustrated to the point where I no longer had any interest in trying to fix a program that should have helped my computer stay alive."

Even before this latest update, Saefkow had experienced problems running FTP (File Transfer Protocol) and P-to-P (peer-to-peer) software on his PC, but the Web browsing bug was the last straw, he said. He has chronicled his difficulties with the software on his blog: http://www.crashagain.com.

He now plans to remove the McAfee software and download a free product, which he hopes will be less of a drain on his PC.

"When McAfee itself is causing a computer to feel like it's affected [by malicious software] that's counterproductive," Saefkow said. "I'm not going to be spending money on antivirus."

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Robert McMillan

IDG News Service
Show Comments

Cool Tech

Toys for Boys

Family Friendly

Stocking Stuffer

SmartLens - Clip on Phone Camera Lens Set of 3

Learn more >

Christmas Gift Guide

Click for more ›

Brand Post

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Aysha Strobbe

Microsoft Office 365/HP Spectre x360

Microsoft Office continues to make a student’s life that little bit easier by offering reliable, easy to use, time-saving functionality, while continuing to develop new features that further enhance what is already a formidable collection of applications

Michael Hargreaves

Microsoft Office 365/Dell XPS 15 2-in-1

I’d recommend a Dell XPS 15 2-in-1 and the new Windows 10 to anyone who needs to get serious work done (before you kick back on your couch with your favourite Netflix show.)

Maryellen Rose George

Brother PT-P750W

It’s useful for office tasks as well as pragmatic labelling of equipment and storage – just don’t get too excited and label everything in sight!

Cathy Giles

Brother MFC-L8900CDW

The Brother MFC-L8900CDW is an absolute stand out. I struggle to fault it.

Luke Hill

MSI GT75 TITAN

I need power and lots of it. As a Front End Web developer anything less just won’t cut it which is why the MSI GT75 is an outstanding laptop for me. It’s a sleek and futuristic looking, high quality, beast that has a touch of sci-fi flare about it.

Emily Tyson

MSI GE63 Raider

If you’re looking to invest in your next work horse laptop for work or home use, you can’t go wrong with the MSI GE63.

Featured Content

Product Launch Showcase

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?