I've been sending messages to McAfee via e-mail for a couple weeks about problems updating my security software and haven't received any responses. Now the problem has gotten really bad. McAfee Virtual Technician says nothing is wrong. My screen shots are attached.
Inside McAfee Security Center:
When I click on UPDATE, the animated icon never appears. Nothing happens, then I get the following messages:
1) unable to create gObjRegHelper
2) mcshell.exe is corrupt
I event went to Blitware and downloaded the PC Medkit.
Windows Security Center says that Windows Defender is turned off, but it won't let me turn it on. It says Malware protection is not found.
I went to Malwarebytes.org and ran a test, it scanned and found 27 files. I removed them, but when I tried to click on "purchase" or the other menu items to download, I get the following error: 732 (12029,0). I have trouble shooted and changed my Internet Explorer Connection LAN settings, but that didn't help.
When I try to go to online chat, I get a "download server" error, so I cannot chat with anyone.
My McAfee went out of date a couple months ago, and when I clicked on the button to get new protection it doesn't take me anywhere where I can purchase. I don't even know what I should be buying or what is out of date, hence I wanted to talk or chat with someone, which I cannot do with this download server error.
I installed the latest version of Skype this morning, and now I cannot run it due to the same download server error.
Is GeekSquad my only option?
I have a Dell laptop EPS M1530.
PLEASE HELP!Message was edited by: vinovixen30 on 2/20/10 12:22:45 PM CST
Moved to the appropriate area.
You used the wrong version of Malwarebytes, uninstall it. Use their free one and it will remove all it finds. You'll see the download button for the free version on their main page. It can even be downloaded, installed , updated & run in Safe Mode (Safe Mode with Networking if you need to use that mode for downloading and updating), probably more effective.
It's probably malware that is causing all this in the first place.
Email support is probably the slowest possible way of getting help. Always use Technical Support Chat if possible.
I would get rid of the malware first though.
Once clean I would recommend the following:
First enable Windows Firewall.
1. Uninstall all McAfee programs through "Add or Remove Programs" in Windows "Control Panel".
2. Use the MCPR tool, see this article: How to remove supported McAfee consumer products using the McAfee Consumer Products Removal tool (MC... This will remove all McAfee remnants from your computer. (You must have Windows 7, Vista, XP or 2000, SP4 to use this tool)
3. Launch Windows Explorer and delete all McAfee files in "Program Files" but especially in "C:\Document and Settings\<user>\Application Data" and "C:\Document and Settings\All Users\Application Data". You have to set Windows Explorer to show all hidden files and folders (Tools > Folder Options > View tab). Just delete the McAfee folders even if they are empty in all the "Application Data" folders. Can be more than one!
In Vista: C:\Program Files, C:\ProgramData and C:\Users\yourname\AppData\Roaming
If you can't find these files don't worry. It just means that MCPR has done its job.
4. Reboot and redownload/reinstall your McAfee products directly from your account at the McAfee web site.Message was edited by: Ex_Brit on 21/02/10 10:44:01 EST AM
Thanks for your response.
Unfortunately, the major McAfee file folder that was causing the problem yesterday C:\Program Files\McAfee\MSC\mcsubmgr is still there. The McAfee Consumer Products Removal tool gets a FAIL when it tries to remove that folder:
FAIL Product msc was not successfully removed. (See mccleanup.log attached.)
I don't see a McAfee folder here -- C:\Users\yourname\AppData\Roaming -- only a :\Users\yourname\Roaming\Intel -- so it appears that folder is gone now.
The problem is still C:\Program Files\McAfee\MSC. When I try delete, I get the unexpected error 0x80070091. See top of page 8 of my screenshots.
When I tried to open C:\Program Files\McAfee\MSC\mcsubmgr, it says it is corrupt or unreadable.
I ran Command Prompts to try to remove the files yesterday, but no luck.
Yesterday, I installed a takeown.exe so I could try to take ownership of the C:\Program Files\McAfee\MSC\mcsubmgr, but it won't allow it. (I get the same error messsage in the bottom corner stating that the mcsubmgr is corrupt and I should run Chkdsk utility. See page 7-8-9 of my screenshots. (I ran it twice yesterday. Still getting mcsubmgr errors.)
I am also getting an error in the bottom right-hand corner when I launch Windows Vista. (See top of page 7 of my screenshots document.) LogonUI.exe error C:\Windows\System32\config\systemprofile.
I eagerly await your reply.
Try running MCPR again. As you have trouble contacting Tech Support Chat I'll have to flag this for attention.
I ran it twice before I replied to your thread. Some FAIL message.
Thank you for flagging this.
It's just possible as your McAfee subscription ran out that it isn't installed anymore hence the failure of the removal tool.
It's important to get your machine clean of malware first though so I suggest running an online scan somewhere where it will actually remove malware rather than tell you where to go to buy something in order to get rid of it.Message was edited by: Ex_Brit on 21/02/10 12:26:43 EST PM
Okay. It appears that could install McAfee Security Center once I ran both of those. Thanks. However, the mcsubmgr error still comes up in the bottom right hand corner. McAfee Virus Scan Plus would not install. (See pages 5-6 of my screenshot attachment.)
I still see a big red X at the top of McAfee Security Center when I launch it. I clicked "fix" and it still says, "One or more problems cannot be fixed due to an error."
You will also see in the screenshots that I still have RED on the malware section of my Windows Security Center, and I get an error when I try to turn on the Windows Defender. (See screenshot attachment).
I went into my Program Files and still see that the McAfee\MSC file still has the 11/19/09 corrupt version there. (I placed another images in the screenshot attachment.)
I think you should try again to contact Technical Support Chat http://service.mcafee.com/TechSupportHome.aspx?lc=1033&sg=TS and have them check your machine out. I fear that PC Medkit being a registry cleaner has, like most registry cleaners, wiped out some essential files along with the bad stuff.
Other than that I would, if it were my machine, format and reinstall the system, or, if I could affoird it, take it to a PC Repair shop.
Thanks for all your help. The chat download window is still blank whenever I click on it. Since I cannot chat with McAfee, is my only option taking it to a PC mechanic?
The Windows may be blank because Internet Explorer isn't up to date and set to its default settings. What version is it (Help/About).
I need to know also what your default browser is, version etc.
I don't think your machine is free of malware yet.
If not already installed download, update and run the free version of Malwarebytes:
Let it remove anything it finds and reboot immediately if asked.
If you can download also Hijackthis and post its log on one of the following forums for expert guidance:
Do not post the log here, we can't help!
Post the logs at a specialist Forum:
Be sure to read all the sticky announcements/instructions at the top of each malware forum!
They may be able to help you avoid a reinstallation or a repair shop.Message was edited by: Ex_Brit on 23/02/10 6:31:05 EST AM