I am using windows XP on a home computer. I have AT&T U-Verse and Internet Explorer version 6.0.
My McAfee subscription is current. I recently got an error message from McAfee saying:
"McAfee cannot update your software. Please check your internet connection. If the problem continues, please contact Technical Support."
I have looked into the solutions explained in the Free Support section and there is no way for me to download anything at all from McAfee, so I cannot even use the Virtual Technician. One solution mentioned uninstalling McAfee and then reinstalling it, but I am afraid to try this since nothing else downloaded from McAfee has worked. I even tried to do a system restore and that failed. I guess the virus corrupted those files. Now all my restore points are gone. There must be a virus doing this. I did manage to get a file (6143xdat.exe) to download from McAfee, but when I tried to install it, it went to the Wizard and I clicked next. It begins to install but then an arror message appears: Error: Unable to find any qualifying McAfee Product(s).
I also have a pop-up on my main log-in (I am using the kids user account in order to be online, since I can't get the internet to come up now on my main log-in) that won't go away saying that Microsoft (not McAfee) has detected a trojan and it needs to be removed. Unfortunately, I clicked on it earlier and caused a bunch of identical pop-ups to appear and freeze up the computer. I shut if off and rebooted, but it is still there, but without the pop-ups. Actually it was after that reboot that I tried the system restore. My guess is that there are more than one virus giving me these problems.
I am at the point of saving my photos, e-mail, etc on an external hard drive and attempting to reformat the drive, but I am hesitating because I do not have the installation disk for Windows XP - Dell just gives you the sticker on top of the tower.Plus I remember in the very distant past on an older computer doing this and having troubles because all the drivers erase and the CD drive won't work, so you have to have a floppy boot disk, but my current computer doesn't support floppy drives.
I appreciate any help. Thank you in advance for your time.
Try rebooting the computer in Safe Mode with Networking, login to the computer as Administrator and check for updates. If required, create a new user profile with Administrative rights and run a complete scan after updating the programs
Thank you for your response. I have just gotten a spare moment to give your suggestions a try.
I rebooted in safe mode with networking, attempted to download the updates, but I still got the same exact error message: McAfee cannot update your software. Please check your internet connection. If the problem continues, Please contact Technical Support. I didn't bother creating a new user profile since both user profiles on the computer have admin rights. One profile is messed up and one works fine. I cannot download the updates using the working user profile either.
A new problem has now come up also in the meantime. Now the Real-Time scanning is Off and it will not stay on when ever I click the button to turn it back on. It stays on for a couple seconds and then automatically turns off.
'Real time Scanning disabled' issue can now be resolved by running McAfee Virtual Technician(MVT). You may download MVT here. You may run and do an 'autofix' which would resolve the issue. If the issue perists, you may reinstall McAfee by running the removal tool. You may download the removal tool (mcpr) here. If you still have any issues with updates, please open the command prompt (click on 'start' and click on 'run' and type 'cmd' without quotes to open command prompt)
In command prompt, type ping download.mcafee.com and hit 'enter'.
Please check if you are getting reply from ip address 127.0.0.1
Otherwise please open Internet explorer and click on 'tools' and click on 'intenet options'. Please select 'connections' tab and click on 'LAN settings' Please check if 'use a proxy server for your LAN is seleceted or not. You must 'deselect' it.
if you are getting reply from ip address 127.0.0.1- please reply in next post.
on 10/25/10 3:08:09 AM CDT
I am not able to download anything from McAfee including the MVT. I am nervous about uninstalling McAfee because I do not have an installation disk - I can only re-install from online and with my current problem of not being able to download anything, I am worried I won't get it to install again.
I checked the ping and I am getting reply from 127.0.0.1 and I checked the LAN setting and 'use a proxy server for your LAN' is not selected and never was selected.
Also, I have figured out that the pop up I mentioned in my original post is in fact a virus. The window is labeled Microsoft Security Essentials Alert telling me that I have a trojan that needs to be removed. I found information on how to remove it. I also have figured out that I have a google redirect virus also. Should I try to fix these issues?Message was edited by: Steph8440 on 10/25/10 12:22:46 PM CDT
Of course yes, because Microsoft Security Essentials Alert and Google Redirect a very critical root kits (hidden malware) which should be taken care immediately. In fact that’s the reason you are receiving the reply as 127.0.0.1.
Try to click on the Useful Links on top of this page and contact our technical support chat team, they would assist you better on this…