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!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection
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

Breitling Superocean Heritage Chronographe 44

Learn more >

SanDisk MicroSDXC™ for Nintendo® Switch™

Learn more >

Toys for Boys

Family Friendly

Panasonic 4K UHD Blu-Ray Player and Full HD Recorder with Netflix - UBT1GL-K

Learn more >

Stocking Stuffer

Razer DeathAdder Expert Ergonomic Gaming Mouse

Learn more >

Christmas Gift Guide

Click for more ›

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Ben Ramsden

Sharp PN-40TC1 Huddle Board

Brainstorming, innovation, problem solving, and negotiation have all become much more productive and valuable if people can easily collaborate in real time with minimal friction.

Sarah Ieroianni

Brother QL-820NWB Professional Label Printer

The print quality also does not disappoint, it’s clear, bold, doesn’t smudge and the text is perfectly sized.

Ratchada Dunn

Sharp PN-40TC1 Huddle Board

The Huddle Board’s built in program; Sharp Touch Viewing software allows us to easily manipulate and edit our documents (jpegs and PDFs) all at the same time on the dashboard.

George Khoury

Sharp PN-40TC1 Huddle Board

The biggest perks for me would be that it comes with easy to use and comprehensive programs that make the collaboration process a whole lot more intuitive and organic

David Coyle

Brother PocketJet PJ-773 A4 Portable Thermal Printer

I rate the printer as a 5 out of 5 stars as it has been able to fit seamlessly into my busy and mobile lifestyle.

Kurt Hegetschweiler

Brother PocketJet PJ-773 A4 Portable Thermal Printer

It’s perfect for mobile workers. Just take it out — it’s small enough to sit anywhere — turn it on, load a sheet of paper, and start printing.

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?