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AILD
Level 7

Purchased a renewal subscription, but having installation problems

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I purchased a renewal subscription and I downloaded the file just fine.  However, when I double click to install the .exe file, a problem occurs.  At first it says "Please wait while we gather information about your McAfee product".  After that, nothing happens.  If I hover over the program, it seems to repeaditidly reload.  The screen is also half white.  I will include a picture to describe my problem.  I am running Windows Vista, and have used both IE and FireFox to download the file.  I have 3 gigs of ram.  unable.jpg

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k3tg
Level 14

Re: Purchased a renewal subscription, but having installation problems

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I would recommend you uninstall via Add/Remove programs and reboot the machine. Next step is to run the MCPR removal tool found at the top of this page under Useful Links. MCPR will remove the remnants of the software prior to your renewing.

Login to your online McAfee account and download your new software which will reflect your new expiration date. Let us know how this works for you.

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k3tg
Level 14

Re: Purchased a renewal subscription, but having installation problems

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I would recommend you uninstall via Add/Remove programs and reboot the machine. Next step is to run the MCPR removal tool found at the top of this page under Useful Links. MCPR will remove the remnants of the software prior to your renewing.

Login to your online McAfee account and download your new software which will reflect your new expiration date. Let us know how this works for you.

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Peacekeeper
Level 20

Re: Purchased a renewal subscription, but having installation problems

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I assume you have no other AV product installed and you also need to run Preinstall.exe before you install and after you do what Tom above suggested.

Message was edited by: Peacekeeper on 21/06/10 6:26:49 AM
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AILD
Level 7

Re: Purchased a renewal subscription, but having installation problems

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Thank you so much, this solved my problem.  Who knew you had to do all this just to reinstall McAfee?

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Peacekeeper
Level 20

Re: Purchased a renewal subscription, but having installation problems

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Good to see above hepled.

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geerantbam
Level 7

Re: Purchased a renewal subscription, but having installation problems

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i'm having the same problem, i tried this but it still doesn't work.

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Peacekeeper
Level 20

Re: Purchased a renewal subscription, but having installation problems

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Best to contact chat and see if they can help first. http://service.mcafee.com/TechSupportHome.aspx?lc=1033&sg=TS

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