McAfee LiveSafe Shows as Removed After Computer is Restored to Factory Image

Affected Platforms:

• Inspiron
• Vostro
• XPS
• Alienware
• Latitude
• OptiPlex
• Inspiron G-series

Affected Products:

• McAfee LiveSafe

This occurs when the factory installed version of the McAfee anti-virus is v16.0.24 or earlier. Then when the restore is attempted, if the version of McAfee anti-virus is v16.0.27 or later, McAfee anti-virus is listed as removed. However it is restored.

Steps to reproduce this issue:

1. Factory installed version 16.0.24 of McAfee anti-virus (or earlier)
2. Perform an over-the-air (OTA) update to version 16.0.27 or later.
3. Restore the computer to the factory image.
4. McAfee LiveSafe is listed in the removed application list.
5. However, McAfee Security is restored to the computer.

• What are the problems that a customer may see?

Customer may see McAfee LiveSafe is in the removed application list.

• What is the root cause?

The restore process uses the application names installed in the factory against the application names that were installed post factory to determine what applications were removed.  

For McAfee anti-virus, for version 16.0.24 or earlier the application name is McAfee LiveSafe. Whereas for version 16.0.27 or later the name is McAfee Security. Thus, if a restore occurs on a computer that had McAfee anti-virus v16.0.24 or earlier and an OTA update has occurred to a version of McAfee anti-virus of v16.0.27 or later there is a mismatch of the names of the McAfee anti-virus application. Therefore, the application is removed from the list and shows McAfee LiveSafe as removed.

• What is the customer impact?

No Customer impact McAfee anti-virus is restored.

• How does the customer recover from this issue when it happens?

No action is required.