Protection status changes to red and the Real-Time Scanning service stops


Environment

Affected Suites:
Verizon Internet Security Suite

Affected Operating Systems:
Microsoft Windows 8
Microsoft Windows 7
Microsoft Windows Vista
Microsoft Windows XP

Summary

This article explains what to do if your McAfee Real-Time Scanning service stops unexpectedly and the protection status changes to Red.

Problem

The Real-Time Scanning service stops functioning unexpectedly and your protection status changes to Red.

Start with the first solution to enable Real-Time Scanner. If Real-Time Scanning does not start or becomes disabled again after one solution, continue to the next one.

Solution 1

Enable Real-Time Scanning in SecurityCenter

  1. Open Verizon Internet Security
  2. Click Navigation and select the Real-Time Scanning link.
  3. Click Turn On.

    NOTE: The Turn On button is only available when Real-Time Scanning is off.
     
  4. Return to the main SecurityCenter page and verify that Real-Time Scanning remains on.
  5. Close SecurityCenter.
If your status still shows that you are unprotected, continue to Solution 2.

Solution 2

Run McAfee Virtual Technician
McAfee Virtual Technician (MVT) is an automated self-healing tool that can diagnose and fix many problems related to Internet Security Suite.

Go to http://mvt.mcafee.com and follow the prompts to install and run MVT. If MVT discovers any problems, allow it to repair those problems and attempt to enable Real-Time Scanning again.

If your status still shows that you are not protected, continue to Solution 3.

Solution 3

Download and run the oas-disabled-fix.cmd utility

  1. Download and save the utility from http://download.mcafee.com/products/licensed/cust_support_patches/oas-disabled-fix.cmd.
  2. Double-click oas-disabled-fix.cmd.
     
    NOTE: If you are a Windows Vista or Windows 7 user, right-click oas-disabled-fix.cmd and select Run as Administrator.

    If you receive the error StopService: Unable to open service McShield via SCM (5), do the following:
     
    1. Press CTRL+C to terminate the process. 
      You are prompted to terminate the batch job.
    2. Type Y and press ENTER
    3. Run the oas-disabled-fix utility again.
       
  3. Restart your computer and ensure that SecurityCenter shows that Real-Time Scanning is enabled.
If your status still shows that you are not protected, continue to Solution 4.

Solution 4

Check for third-party security software
Other security software can cause a conflict with Internet Security Suite. For instructions on how to remove incompatible third-party applications and a list of many incompatible products, see TS100868.

After you have removed any incompatible software, enable Real-Time Scanning in SecurityCenter.

If your status still shows that you are not protected, continue to Solution 5.

Solution 5

Remove and reinstall Internet Security Suite
For details on removing and reinstalling your Internet Security Suite, follow the instructions in FAQ article TS100860.

If Real-Time Scanning is still disabled, contact Verizon Technical Support.

Related Information

Running a System Restore on your computer can cause the Real-Time Scanner to become disabled. System Restore attempts to return your computer to a stable restore point from the past, but that restore point might have been created before critical updates were installed.

To learn more about how System Restore can affect your security software, see TS101094.


Previous Document ID

107106

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