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Message 31 of 49

Re: Total Protection Icon not responding

Have anyone of you had your issues resolved as ​ ?

Cliff
McAfee Volunteer
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Re: Total Protection Icon not responding

Good news!  Jim (Bonifacio Bien Jr. Ronquillo) from McAfee tier 2 support called the other day and corrected the issue affecting my newer HP laptop.  Excellent individual to work with and very informative as to what he was seeing & finding as an issue.  He was able to clear everything out and provide the latest updated version of Total Protection.  I couldn’t ask for better service.  I have to thank “catdaddy” for emailing tier 2.5 support and getting some attention back onto my needs.  Ref # 2220567769 and it appears that everything now is working correctly. ***** 5 stars for all the help.

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Message 33 of 49

Re: Total Protection Icon not responding

I am so glad that you got your issue resolved.  Kudos to the technician for his superb assistance !  I hope that the remaining posters obtain the same.

Could you kindly elaborate on exactly what caused your issues? And what specifically Jim had to correct in your Laptop. Any additional information would go a long way in assisting present users.

Thank you

For your kind words

CD

Cliff
McAfee Volunteer
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Re: Total Protection Icon not responding

Response to message post 32

Jim did an overall check of McAfee setup and found a couple of features not installed or optioned. He removed all McAfee software and then did a new install of Total Protection.  As far as I know there was nothing conflicting with any other programs on the pc.  At this time the other pc’s I have are working without issue still.

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Message 35 of 49

Re: Total Protection Icon not responding

Thank you very much for your input. That was my understanding as well.

All the very Best

CD

Cliff
McAfee Volunteer
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Re: Total Protection Icon not responding

Follow up for message post #30, Apr 15th

Service request #2220567769 follow up.

With respect to only the Dell laptop that Jim worked on several days ago, I found that McAfee wouldn’t load or open so that I could view the status of service again.  I simply clicked on the icon and it wouldn’t open.  I tried clicking on the small icon at the (task notification) area of the taskbar (bottom right side) of the screen and the McAfee icon wouldn’t open but it said “An Update is Being Installed”, “please wait until McAfee finishes the installation of your software”.  This message has always been given when the icon is locked up and won’t open McAfee, and will remain for days.  As in the past, I’ve waited more than 24 hours before restarting the PC.  This time (after restarting) McAfee was able to be opened to view the system.  No other software updates were being installed before or after the PC restart.

I will keep an eye on this problem issue and see if it reoccurs.  If it fails again I will contact support.  As of this time – my other home pc’s are working without issues and the problem/s had been fixed. 

<< new issue >> 

However, now I’m also getting a new problem McAfee is telling me that “real time scanning” is off and when I’ve turned it back ON it will not remain ON.  This now has been going on for several days no matter how I try to keep that option turned ON it turns OFF again.  I will call in check with support later this afternoon when I have more time for this. 

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Message 37 of 49

Re: Total Protection Icon not responding

​  Could you please step in?

Cliff
McAfee Volunteer
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Re: Total Protection Icon not responding

I've been checking on my 4 pc's and after doing a power off and restarting them everything has been working correctly for 24+ hours without issues.  I think they received the latest update and now have no issues.  I'm happy to keep an eye on things for a while but I believe the original issue is fixed and the new problem corrected itself with the last update. 

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Message 39 of 49

Re: Total Protection Icon not responding

Thank you, I will keep monitoring the thread,

Cliff
McAfee Volunteer
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Message 40 of 49

Re: Total Protection Icon not responding

I just came across this thread and it appears it relates to the same sort of issue I have been experiencing for the past month or so. I have set McAfee to inform me of any updates and I allow it to proceed whenever I like it to.  What I have noticed is if the update is minor (eg, signature update) the icon disappears then reappears and I can move my mouse over it to see the usual % complete message and when it's complete I can see the usual menu. However, when the update is a major one the icon disappears and reappears but when I move the mouse pointer over it nothing happens. Double clicking on it does nothing also. I then run Task Manager to see if the CPU is doing anything - it's dead quiet. I then log off and log back on and the CPU is busy for a while and the icon shows it's installing an update with the usual running % complete message when I move the mouse pointer over it. I suspect what's happening is major updates stall for whatever reason until I log off then log back on. The account I'm using does not have admin privs so I wonder if that could be the reason. In any case it's not a major issue as I just log off and back on.

Details:

Windows 7 Pro on a DELL XPS 8300 with the latest Windows updates installed.

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