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elgiganten
Level 7

LiveSafe installation fails on all devices

I am working in a large Danish electronics chain where we install McAfee LiveSafe on 10-20 laptops every day.

The past 2 weeks or so, we are unable to install as we are getting some strange behavior from the installation process.

Here are the exact steps we take:

  • Generate LiveSafe serial through McAfee Partner Portal
  • Activate serial on the customer laptop using URL www.mcafee.com/mls/retailcard
  • Create customer account using their details
  • Download LiveSafe installer from account and use the serial number on the website when the installer asks for it
  • Installer fails with the error "Handlingen kunne ikke fuldføres" / "The action could not be completed"
  • Click Try Again
  • Go back to the McAfee user page and refresh to get a new serial
  • Installer fails again

This loops over and over.

This happens on all laptops which comes straight from the vendor (HP, Lenovo, Acer etc).

All the devices are running Windows 10.

I have called the support hotline and created a service request as this is an extremely critical issue for us. Our customers are paying for LiveSafe and we cannot provide it to them.

McAfee service request: 1814598810

Please if anyone urgently could look into this issue, it would be greatly appreciated.

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9 Replies
exbrit
Level 21

Re: LiveSafe installation fails on all devices

All I can do here in the community is alert Technical Support to contact you here in this thread, not sure how long that will take. 

Did you try calling them back and escalating that ticket?

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catdaddy
Level 20

Re: LiveSafe installation fails on all devices

,

                   Did you attempt to ask for escalation to a Higher Tier Technician? During the interim I can take your Service Request number and contact someone on your behalf.

Catdaddy

McAfee Community Moderator

Consumer Products

Cliff
McAfee Volunteer
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elgiganten
Level 7

Re: LiveSafe installation fails on all devices

Please if you can escalate this issue, that would be fantastic.

Many thanks.

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exbrit
Level 21

Re: LiveSafe installation fails on all devices

I've emailed for help, but your ticket can only be escalated by you calling them yourself.

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catdaddy
Level 20

Re: LiveSafe installation fails on all devices

Colleague Ex_Brit is correct. You would have to contact Technical Support again, and furnish them your Service Request number, and personally ask for it to be escalated. During the Interim, I also have emailed someone on your behalf for assistance.

Cliff
McAfee Volunteer
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exbrit
Level 21

Re: LiveSafe installation fails on all devices

I just got an acknowledgement to my email so they know about it at least.

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Moderator
Moderator

Re: LiveSafe installation fails on all devices

Hi

I reviewed the email account under the SR 1814598810 and found that none of the license is being used. Here is what I would suggest.

Go to the machine where you need to Install McAfee

Log on to https://home.mcafee.com using the email and password.

Click "My Account" and select protect this PC

Download the installer and run it.

If it prompts for a serial key, look for it from Download page

If there is any issue during the Download/Install phase please post back the exact error message for me to interpret.

Regards

Tier 2.5 Technician
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elgiganten
Level 7

Re: LiveSafe installation fails on all devices

Hi Chinthanai,

I am finding it incredibly difficult to get my point across.

The issue is not just with the user account mentioned in SR 1814598810.

It is happening on all new fresh installs on customer computers.

The scenario explained in my initial post is general behavior for all the computers we set up for the customers.

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Moderator
Moderator

Re: Re: LiveSafe installation fails on all devices

Got it. Please help me with the screen shot of the error message so that I can figure out if it is during the Download phase or the Install phase.

Tier 2.5 Technician
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