GoToAssist (17:04:38):
Your representative has arrived.
GoToAssist (17:04:54):
Customer Customer accepted request to share screen.

Kor Krol (17:05:08):
Good afternoon

Customer (17:05:13):
Hi Kor

Kor Krol (17:05:32):
it is still reporting offilne
Kor Krol (17:05:40):
can we try to ping it again?

Customer (17:06:06):
I think it has finished yesterday after one hour

Kor Krol (17:07:06):
ok that looks better

Customer (17:10:00):
would like you to show a message

Kor Krol (17:10:00):
ok

Customer (17:11:17):
it receives in the morning and I sended to you
Customer (17:11:50):
thats a different SR: 3-1106738741

Kor Krol (17:11:56):
i copied the number
Kor Krol (17:12:04):
 let me have a look what that number is
Kor Krol (17:13:29):
ok that is a case in Tier III
Kor Krol (17:14:01):
regarding he the grayed out consol on the workstation, can we reinstall it on the workstation?

Customer (17:14:24):
what reinstall?

Kor Krol (17:14:33):
we need to get this working so we can start working on the virusscanner it self
Kor Krol (17:14:41):
this consol
Kor Krol (17:15:20):
perfect

Customer (17:15:46):
sorry, but where is the icon "Computer & Sicherung"?

Kor Krol (17:16:05):
no idea, why ?
Kor Krol (17:16:45):
you have a key?

Customer (17:16:52):
yes

Kor Krol (17:16:56):
perfect

Customer (17:17:11):
created on 27.08.2010
Customer (17:18:12):
I have done this activation three times but my whs is not OK
Customer (17:18:37):
error. should I create a new key

Kor Krol (17:18:39):
no
Kor Krol (17:20:47):
ok and this is the issue I asume?

Customer (17:21:08):
means?

Kor Krol (17:22:16):
it is strange that the icon in the taskbar reports that there is no connection with the WHS.....

Customer (17:22:56):
but I can see and work with the serverfiles

Kor Krol (17:23:11):
I know, we could even see the settings
Kor Krol (17:23:19):
do you have a firewall on this workstation?

Customer (17:23:42):
I think yes, Im not sure

Kor Krol (17:28:38):
ok can we reinstall the consol?

Customer (17:28:52):
how?

Kor Krol (17:29:49):
do you have the installer somewhere on this system?

Customer (17:31:15):
i do not know surely, but I have it on CD. whats up with my data file on D:\?

Kor Krol (17:31:28):
we don't touch the WHS
Kor Krol (17:31:43):
we only reinstalling the tool on this workstation

Customer (17:32:25):
so what file you need? Do you know the name or should I fuel in the disk?

Kor Krol (17:32:59):
not sure about the name, cd would be better
Kor Krol (17:33:16):
it is not the toolkit

Customer (17:33:51):
I have 3 discs

Kor Krol (17:34:03):
then lets start with the first one

Customer (17:34:19):
I put in the "Server Recovery Disc"

Kor Krol (17:35:37):
nope

Customer (17:35:51):
means?

Kor Krol (17:35:53):
it is not the one
Kor Krol (17:36:21):
let me quickly check the share, maybe it is on one of the shares
Kor Krol (17:37:28):
we found it

Customer (17:37:45):
ok and now?

Kor Krol (17:37:50):
let me remove the current one

Customer (17:38:39):
remote is also open

Kor Krol (17:38:48):
doesn't mather
Kor Krol (17:39:51):
looks like connection problem
Kor Krol (17:40:12):
can i disable the firewall to be sure it is not blocking anything?

Customer (17:40:23):
yes

Kor Krol (17:49:50):
Looks like there is an issue with the WHS itself

Customer (17:50:27):
I dont know, what does it mean

Kor Krol (17:51:36):
yes
Kor Krol (17:52:01):
it means that the consol which we try to insall on the workstation is not able to connect to the WHS
Kor Krol (17:52:15):
WHS itself is working, we can reach the files on the shares
Kor Krol (17:52:48):
but something is wrong on it, otherwise we shout be able to connect to it
Kor Krol (17:52:58):
but as you see you get an error
Kor Krol (17:53:15):
and when we install the tool it reports that it cannot connect
Kor Krol (17:53:43):
before we removed the software the icon in the taskmanager was grayed out, meaning there was a connection issue
Kor Krol (17:54:01):
because normal it is either red or green

Customer (17:54:57):
thats right. I got this issue and the grey house after updating patch 6 from Mcafee. Before I had no problems with both systems

Kor Krol (17:55:54):
patch 6 cannot be the issue, we do not touch any port or any service, we only scan files, there is no firewall or something inside the total protection which is blocking the communication

Customer (17:56:54):
sorry, but after patch 6 I have got this problems. look at my histories. 

Kor Krol (17:57:10):
let me check if the mer is attached to the ticket

Customer (17:58:12):
I have already four workstations more where I get the same problem with the grey house and I cant get the backups icon

Kor Krol (17:58:16):
yes that is normal because there is an issue at the WHS side

Customer (17:58:30):
so what can be done

Kor Krol (17:59:03):
hang on i am loading the mer, so i can check the logging regarding p6
Kor Krol (18:00:18):
ok it will take a couple of minutes before i copeid it
Kor Krol (18:00:20):
hang on

Customer (18:00:37):
what do you mean with hang on?

Kor Krol (18:01:03):
give me a couple of minutes

Customer (18:01:07):
ok

Kor Krol (18:02:27):
it is still copieing
Kor Krol (18:04:29):
a couple of seconds and it is done

Customer (18:09:09):
?

Kor Krol (18:09:25):
i am going through the loggin of the mer tool which we received

Customer (18:09:33):
ok

Kor Krol (18:13:56):
since 27 -07 there are coming up errors
Kor Krol (18:14:09):
Die Dateisystemstruktur auf dem Datenträger ist beschädigt und unbrauchbar.  Führen Sie chkdsk auf Volume "DATA" aus.  
Kor Krol (18:14:14):
Die Schattenkopien von Volume "D:" wurden aufgrund eines E/A-Fehlers auf Volume "D:" abgebrochen.  
Kor Krol (18:14:19):
Das Gerät \Device\Ide\iaStor0 hat innerhalb der Fehlerwartezeit nicht geantwortet.  
Kor Krol (18:14:35):
this is since the 27th of juli
Kor Krol (18:14:54):
looks like a hdd issue to be honest

Customer (18:15:16):
look since when patch 6 were installed please

Kor Krol (18:16:08):
it can't be
Kor Krol (18:16:09):
Das Gerät \Device\Ide\iaStor0 hat innerhalb der Fehlerwartezeit nicht geantwortet.  
Kor Krol (18:16:19):
point to the device (hardware) itself

Customer (18:16:35):
what means that
Customer (18:16:43):
is it a HD issue?

Kor Krol (18:16:49):
that the is an issue with the harddrive
Kor Krol (18:16:51):
yes

Customer (18:17:11):
I have to HDD. which one?

Kor Krol (18:17:26):
Die Schattenkopien von Volume "D:" wurden aufgrund eines E/A-Fehlers auf Volume "D:" abgebrochen. 

Customer (18:18:07):
I have two HDD about 2TB together. Which one is damage?

Kor Krol (18:18:50):
i can't say, all i can see it is the D drive

Customer (18:19:54):
Yes, but C:\ and D\ are together 1 TB. Then there is a second one for mirror-Backup. Are they both with problems?

Kor Krol (18:20:16):
Allt he entries point to: Die Dateisystemstruktur auf dem Datenträger ist beschädigt und unbrauchbar.  Führen Sie chkdsk auf Volume "D:" aus.  
Kor Krol (18:20:23):
so looks like it is only the first one

Customer (18:21:06):
so can you send me something, where I can use fpr ACER to show them what is really happened?

Kor Krol (18:21:12):
yes
Kor Krol (18:21:39):
the events are stored in a xls document, let me see if I can get it for you

GoToAssist (18:23:10):
Representative Kor Krol offered file(s) to customer Customer.
GoToAssist (18:23:28):
Customer Customer accepted file(s) from representative Kor Krol.
GoToAssist (18:23:31):
Customer Customer received file(s) from representative Kor Krol.

Customer (18:24:14):
you can mark it red

Kor Krol (18:24:58):
this is a small part of the log
Kor Krol (18:25:07):
but every line shows that the D drive is damaged

Customer (18:25:28):
but you cannot say which HDD is damage?

Kor Krol (18:26:26):
no, but Acer can tell you
Kor Krol (18:26:43):
the green oen shows that the connector ahs a problem on the SHS
Kor Krol (18:26:58):
thats why we cannot reach it with the connector software
Kor Krol (18:27:29):
is also crashed at the 29-07

Customer (18:28:28):
So I need to contact ACER or the store where the server were sold?

Kor Krol (18:29:20):
I don't know, personally I would check with the store and see what they say, maybe they can do it... I don't know how the warranty and so on work with Acer and the store....

Customer (18:30:25):
Are the HDD physical damage or can it be re-use by partitioning again, means can I use it for a new installation?

Kor Krol (18:31:57):
I don't know, i can't say anything regarding that, I am Tier II VSE / TOPS, my knowledge of hardware is not that in debt.... But I would think that Acer would replace the HHD to be sure it is ok
Kor Krol (18:32:15):
but then it is up to Acer

Customer (18:32:50):
And after the ACER have done, I should contact McAfee-Support again?

Kor Krol (18:33:07):
yes, this so we can see what the issue is, and if the issue is still there
Kor Krol (18:33:24):
yes

Customer (18:33:27):
Can I copy this remote support

Kor Krol (18:33:42):
wait
Kor Krol (18:34:10):
faster

Customer (18:34:16):
thx

Kor Krol (18:34:18):
np

Customer (18:34:39):
so I have to say thanks and contact the next support

Kor Krol (18:35:03):
yes, and let me know what the result was / is so we can continue if the issue is still there
Kor Krol (18:35:13):
you can use my kor_krol@mcafee.com email id for that

Customer (18:35:34):
thx so have a nice evening

Kor Krol (18:35:40):
thank you and you to
Kor Krol (18:36:02):
if Acer ask how you got the log file, it is from our remote tool for collecting logging

Customer (18:36:23):
they makes problems?

Kor Krol (18:36:26):
no
Kor Krol (18:36:34):
just if they wonder where you got it from :)

Customer (18:36:45):
OK thx

Kor Krol (18:36:50):
no problem