If you encounter technical issues or require assistance with the McAfee Institute online learning platform, follow these steps:
Troubleshooting Basics:
Ensure you have a stable internet connection.
Clear your browser cache and cookies.
Try accessing the platform using a different web browser.
Disable any browser extensions or add-ons that may interfere with the platform's functionality.
DO NOT use a VPN or Proxy during your program. Please disable these.
Restart your computer or device.
Contacting Technical Support:
If the issue persists, reach out to our technical support team for assistance.
Contact us via email at support@mcafeeinstitute.com or call our support hotline at 888-263-1650
Provide a detailed description of the problem, including any error messages or specific steps to reproduce the issue.
Include information about your operating system, web browser, and device to help us diagnose the problem more effectively.
Response Time:
Our technical support team strives to respond to your inquiries immediately within business hours of 8:30-5 PM CST.
During busy periods, response times may vary, but we are committed to resolving your technical issues as quickly as possible.
Remote Assistance:
In some cases, our technical support team may request remote access to your device to diagnose and resolve the issue.
We prioritize the security and privacy of our customers and ensure that remote assistance is conducted through secure channels.
Escalation Process:
If your technical issue requires further escalation, please inform our support team, and they will guide you through the escalation process.
We have dedicated escalation procedures in place to address complex or critical technical issues promptly.
Remember that technical issues can sometimes be resolved by following basic troubleshooting steps. However, our technical support team is always ready to assist you in case you need further guidance or if the issue requires advanced troubleshooting or intervention.