cancel
Showing results for 
Search instead for 
Did you mean: 
juliep
Level 8
Report Inappropriate Content
Message 1 of 9

My laptop crashes when installing McAfee Total Protection

Jump to solution

I have McAfee Total Protection which expires today.

Renewal was £69.99 but the same package bought from scratch from the McAfee store was £21.99 so I opted for this.

On installing it it said it detected McAfee programmes already installed and needed to uninstall these in order to proceed. I followed the process but at the restart stage the computer crashes, blue screen etc...... My only option is to do system restore.

I am running Windows 7

Should I wait for the existing protection to expire then try installing again?

Thanks, I'd appreciate any help

1 Solution

Accepted Solutions
juliep
Level 8
Report Inappropriate Content
Message 8 of 9

Re: My laptop crashes when installing McAfee Total Protection

Jump to solution

@sanjay and @Ex_Brit.......I've sorted it!

After much research I found that the Wireless LAN device driver needed updating and I learned how to do it.

I was then able to run MCPR successfully and install the latest McAfee Total Protection.

Thank you both for your help :-)

8 Replies
exbrit
Level 21
Report Inappropriate Content
Message 2 of 9

Re: My laptop crashes when installing McAfee Total Protection

Jump to solution

Moved to General Discussion.

First make sure Windows 7 is totally up to date, including Internet Explorer, even if you never use it, the software does.

Make sure Flash, Shockwave etc are updated too.

Uninstall all McAfee and any other security programme you may have installed.   (You don't mention any but one never knows).

Run the MCPR cleanup tool and reboot.

Reinstall from your online account.

Moderator
Moderator
Report Inappropriate Content
Message 3 of 9

Re: My laptop crashes when installing McAfee Total Protection

Jump to solution

As suggested by @Ex_Brit Please Uninstall all McAfee and any other security programme you may have installed. Run the MCPR cleanup tool and reboot.

If you still face the issue please share the Blue screen error.

Was my reply helpful? If this information was helpful in any way or answered your question, will you please select Accept as Solution in my reply and together we can help other members?
juliep
Level 8
Report Inappropriate Content
Message 4 of 9

Re: My laptop crashes when installing McAfee Total Protection

Jump to solution

Thank you @sanjay and @Ex_Brit

I ran MCPR. On restarting the laptop crashed again.

I ran "whocrashed" which detected the following which I have copied and pasted.

On Sat 19/03/2016 12:36:04 GMT your computer crashed
crash dump file: C:\Windows\Minidump\031916-22916-01.dmp
This was probably caused by the following module:
ndis.sys (0xFFFFF8800169F686)
Bugcheck code: 0xD1 (0x10, 0x2, 0x0, 0xFFFFF8800169F686)
Error:
DRIVER_IRQL_NOT_LESS_OR_EQUAL
file path: C:\Windows\system32\drivers\ndis.sys
product:
Microsoft® Windows® Operating System
company:
Microsoft Corporation
description: NDIS 6.20 driver
Bug check description: This indicates that a kernel-mode driver attempted to access pageable memory at a process IRQL that was too high.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
The crash took place in a standard Microsoft module. Your system configuration may be incorrect. Possibly this problem is caused by another driver on your system that cannot be identified at this time.



On Sat 19/03/2016 12:36:04 GMT your computer crashed
crash dump file: C:\Windows\memory.dmp
This was probably caused by the following module:
athrx.sys (athrx+0x2EDF7)
Bugcheck code: 0xD1 (0x10, 0x2, 0x0, 0xFFFFF8800169F686)
Error:
DRIVER_IRQL_NOT_LESS_OR_EQUAL
file path: C:\Windows\system32\drivers\athrx.sys
product:
Driver for Atheros CB42/CB43/MB42/MB43 Network Adapter
company:
Atheros Communications, Inc.
description: Atheros Extensible Wireless LAN device driver
Bug check description: This indicates that a kernel-mode driver attempted to access pageable memory at a process IRQL that was too high.
This appears to be a typical software driver bug and is not likely to be caused by a hardware problem.
A third party driver was identified as the probable root cause of this system error. It is suggested you look for an update for the following driver: athrx.sys (Atheros Extensible Wireless LAN device driver, Atheros Communications, Inc.).
Google query:
Atheros Communications, Inc. DRIVER_IRQL_NOT_LESS_OR_EQUAL

exbrit
Level 21
Report Inappropriate Content
Message 5 of 9

Re: My laptop crashes when installing McAfee Total Protection

Jump to solution

This gets curiouser and curiouser, to quote a famous line in a Lewis Caroll book.  I'll let look at this is it's getting technical.

juliep
Level 8
Report Inappropriate Content
Message 6 of 9

Re: My laptop crashes when installing McAfee Total Protection

Jump to solution

Thanks @Ex_Brit

I am totally puzzled. I have been in contact with McAfee tech support, it seems they are puzzled too!

exbrit
Level 21
Report Inappropriate Content
Message 7 of 9

Re: My laptop crashes when installing McAfee Total Protection

Jump to solution

It seems from that result that maybe some driver somewhere needs updating, but what I'm not sure.   This is more in the field of a Windows System expert community

juliep
Level 8
Report Inappropriate Content
Message 8 of 9

Re: My laptop crashes when installing McAfee Total Protection

Jump to solution

@sanjay and @Ex_Brit.......I've sorted it!

After much research I found that the Wireless LAN device driver needed updating and I learned how to do it.

I was then able to run MCPR successfully and install the latest McAfee Total Protection.

Thank you both for your help :-)

exbrit
Level 21
Report Inappropriate Content
Message 9 of 9

Re: My laptop crashes when installing McAfee Total Protection

Jump to solution

That's great, glad you are OK now.  All the best ;-)