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bigred
Level 7

help with installation

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Newbie here and in desparate need of help.

Spent tons of time on the phone with tech support and ending up getting an email with directions to uninstall McAfee and reinstall it. All is great until the installation begins and it freezes a few minutes in. Reboot and try again and no help.

Thanks in advance for your help

Dell computer

Window XP

Here is the email I followed:

Consumer KnowledgeBase

How to uninstall or reinstall supported McAfee consumer products using  the McAfee Consumer Products Removal tool (MCPR.exe)

Consumer KnowledgeBase ID:  TS100507
Version:  13.0
Status:  Published
Published:  November 03, 2008
Updated:  February  05, 2010

Solution

How to uninstall or reinstall supported McAfee  consumer products using the McAfee Consumer Products Removal tool  (MCPR.exe)

Summary: This document explains how to  remove and reinstall McAfee Consumer products using the McAfee Consumer  Products Removal tool. This option should only be used after you remove  your McAfee product through Add/Remove Programs.


Affected Suites:Affected Products:Affected Operating Systems:

Total Protection
Internet Security Suite

PC Protection Plus
VirusScan Plus
Wireless Protection

AntiSpyware
Data Backup
Personal Firewall
Privacy  Service
QuickClean
SecurityCenter
SiteAdvisor
Anti-Spam
SpamKiller 
VirusScan
Wireless Protection

Windows 2000
Windows XP
Windows Vista


NOTE: This tool is not compatible with Microsoft Windows 98 or  ME.

Description
Running the McAfee Consumer Product Removal tool (MCPR.exe) removes all 2005, 2006, 2007, 2008, and  2009 versions of McAfee consumer products.Solution

IMPORTANT: If your McAfee products were preinstalled by the manufacturer of  your computer, ensure that you activate your McAfee subscription before  uninstalling. Reinstalling from a CD or download only installs your McAfee consumer applications,  but might not recover your paid subscription term information.


You can now watch a Flash video of the following steps!
Click the button below to start the video.
flash_video

Note: This option is recommended for Broadband Users Only.
To view  this demonstration, you will need Adobe Flash. Download this for free by  visiting Adobe at www.adobe.com.


Step  1 - Uninstall your McAfee consumer products using Add/Remove Programs  in the Windows Control  Panel Windows 2000/XP
  1. Click Start, SettingsControl Panel.
  2. Double-click Add or Remove Programs.
  3. Select the McAfee SecurityCenter product.
  4. Click  Remove and follow the steps provided.
Windows Vista
  1. Click Start, Search, type Programs and Features,  and click Go.
  2. Double-click Programs and Features.
  3. Select the McAfee SecurityCenter product.
  4. Click  Uninstall and follow the steps provided.
Step 2 -  Download and run MCPR.exe
  1. Download the removal tool from:  http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe
  2. Click Save and save the file to a folder on your  computer.
  3. Navigate to the folder where the file was saved.
  4. Make sure all McAfee windows are closed.
  5. Double-click  MCPR.exe to run the removal tool.

    NOTE: Windows  Vista users must right-click MCPR.exe and select Run  as Administrator.
     
  6. Restart your computer after  receiving the message CleanUp Successful.
    Your McAfee  product will not be fully removed until the system is restarted.

If  the message Cleanup Unsuccessful is displayed, follow the steps  below to view and save your MCPR log files for analysis by Technical  Support.

Saving troubleshooting logs
  1. On the Cleanup  Unsuccessful notification dialog, click View Logs.
  2. Your  troubleshooting logs will open in a Notepad window. Click File, Save  As, and save the file to your Desktop. Name the file MCPR_date.txt (for example: MCPR_Jan10_08.txt).
  3. Contact McAfee  Technical Support and provide the log file to your technician for  troubleshooting.

When all McAfee products are removed from  your computer, continue to Step 3.

Step 3 - Reinstall your  McAfee Products
NOTE: Refer to the instructions from the partner you purchased your McAfee consumer product from,  or reinstall using the following partner links:

Previous  Document ID

107083

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Accepted Solutions
Dinz
Level 16

Re: help with installation

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Hi
I have requested for some additional information on this through your private message please reply back to it so that we could help you better


Regards,
Dinesh K
McAfee Community Moderator

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10 Replies
bigred
Level 7

Re: help with installation

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I can provide more info...

Dell computer

XP home edition

version 2002

service pack 3

Also another issue is Internet Explorer is version 8 but when I download the McAfee software I get an error, so used firefox and google chrome instead.

Please help me!!

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bigred
Level 7

Re: help with installation

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Ok we tried a few more things mentioned below in other posts,

ei. making sure windows is updated and the status bar just keeps going with no answer.

I assume I have a bug of some sort that is messing with the install or directories,

am so worried and annoyed. It has been since the 1st of April that I have been without a computer.

Using my daughters Mac to post this.

Please help... is there any word, or question I can ask Support when I call AGAIN!????

TIA.

Message was edited by: bigred on 4/6/10 10:17:23 AM CDT
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Dinz
Level 16

Re: help with installation

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Hi ,

Thank you for proving a detailed description of your problem, lastly could you please provide the error message (if possible a screenshot) that we receive during installation which is more important.


Thanks,
Dinesh K

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bigred
Level 7

Re: help with installation

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Dinesh K,


Thank you for your reply.

Since my last post, I spoke with phone support again and was advised to remove possible conflicting virus software. I removed Ad-Aware and Malwarebytes Antimalware and HijackThis. But that did not do me any good. Installation still stalls, attached is a screen grab where is stalls.

I used Firefox to download the software to remove McAfee and to download the reinstall of McAfee due to an issue with Internet Explorer. I understand I will have to contact Microsoft about that error.

Also am using DSL as my connection to the ISP.

Any ideas? This is getting silly.

TIA

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bigred
Level 7

Re: help with installation

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HELP! Still stalling during installation as in the screen grab I posted earlier.

I also cleared out the temp, %temp%, and prefetch files. And ran a free online Eset scan and thought that would give me an opening to get McAfee reinstalled.Still stalls.

THIS IS crazy. Hope I can get my money back from McAfee.

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bigred
Level 7

Re: help with installation

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Going to see if I can get far enough to do a custom install....

Interesting how I got a "bug" while I had McAfee to protect me from being attacked.

Any other ideas?

Also here are some other error screen I get.

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bigred
Level 7

Re: help with installation

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For anyone following the continiuing saga.

Custom install failed too. Looks like I am not the only one with virus protection break down.

Talked to support and am now running Stinger.

Cross your fingers and toes.

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Dinz
Level 16

Re: help with installation

Jump to solution

Hi
I have requested for some additional information on this through your private message please reply back to it so that we could help you better


Regards,
Dinesh K
McAfee Community Moderator

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bigred
Level 7

Re: help with installation

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Hello,

Didn't reply correctly. Sent you a message.

THANKS!

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