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KalandraJane
Level 7

Cannot Activate - Dell/McAfee Preinstall

My new Dell laptop is supposed to come with six months' McAfee. I have two weeks to activate the subscription or I lose the six months' protection. When I try to activate, McAfee just says it is trying to connect to McAfee.com but never connects. It's not a problem with my internet connectivity. Having spoken to three different McAfee representatives and tried a load of different fixes which haven't worked, they have come to the conclusion that they can't do anything without the CD product key. Obviously though, it was mass installed by Dell and I don't have a CD or product key.

Does anyone know what I can do about this?

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24 Replies
ConorD62
Level 12

Re: Cannot Activate - Dell/McAfee Preinstall

Hi KalandraJane,


1.    Please  open Internet Explorer and click Tools -> Internet options.

2.    Please  click on Connections tab.

3.    Click LAN Settings… and a window named LAN Settings will open.

4.    Please  uncheck all options and click on Ok.

5.    Please  close Internet Explorer window.


Let me know what happens.


Thanks.


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KalandraJane
Level 7

Re: Cannot Activate - Dell/McAfee Preinstall

Hi Conor,

Thanks for trying - it didn't work though. I'm using mobile broadband, could it be something to do with that?

The McAfee representatives went through loads of things with me, including editing scripts, allowing a technician to remotely control my desktop, changing security settings etc. but nothing has worked 

Apparently the only thing which will work is a product code which I can't obtain. So annoying!

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exbrit
Level 21

Re: Cannot Activate - Dell/McAfee Preinstall

Just a couple of thoughts.

1.  Is your system clock accurate for both time and time zone?

2. Did you download from the Dell/McAfee page or from the McAfee direct page?  The Dell page (correct one) is here: https://home.mcafee.com/Secure/Protected/Login.aspx?affid=105

If from the wrong page try uninstalling, running the cleanup tool signing out and back in again on that page and see if you can activate after downloading again.

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KalandraJane
Level 7

Re: Cannot Activate - Dell/McAfee Preinstall

Yes, the clock and time zone were set when I first used the computer on Sunday and went through all the ususal first use settings.

I didn't download it. It came pre-installed by Dell on the computer, not on a disc or from the internet, and without a product key. Therefore I don't have a McAfee account with the product listed.

I followed your link and created an account, then attempted to activate the pre-loaded product again. I entered my account details and now instead of the 'please wait while we connect to McAfee.com' message I just get a waiting for... screen for McAfee account home, which never loads. 

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exbrit
Level 21

Re: Cannot Activate - Dell/McAfee Preinstall

Dell Support have a key perhaps?

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exbrit
Level 21

Re: Cannot Activate - Dell/McAfee Preinstall

Another thought, what happens when you right-click the taskbar icon and select Verify Subscription?

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KalandraJane
Level 7

Re: Cannot Activate - Dell/McAfee Preinstall

It says it can't verify my subscription until I have activated the product - it's the product activation that I'm having problems with.

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exbrit
Level 21

Re: Cannot Activate - Dell/McAfee Preinstall

I guess you feel like you going around in circles and getting nowhere fast.  Sorry about that.  I'll flag this to see if a McAfee person can assist.

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KalandraJane
Level 7

Re: Cannot Activate - Dell/McAfee Preinstall

Thanks very much, I appreciate it.

It really does feel like that - I can't understand why it won't connect, it seems like a communication issue between the McAfee program installed on my computer and the McAfee servers, but the various fixes they have for that (script editing etc.) haven't worked. 

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