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MoxieMomma
Level 7
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Message 1 of 51

Computer will not reboot after 2010 version update (Win7/64)

Please help -- now it's my turn to need urgent assistance:

My Dell PC running OEM MSC 2009 on Win7-Ult/64-bit -- totally rock stable -- got the new version updates today from McAfee.

SHORT version:  Even after a total uninstall, MCPR.exe, fresh install from my account, when McAfee 2010 is installed on this platform, it prevents the computer from booting into anything other than safe mode. (No normal mode, no safe mode with networking).

When I uninstall and clean up McAfee and roll back to the system restore point created just prior to starting all this, the computer is completely normal.

Even after a complete uninstall, MCPR and clean install (that seemed to be updating, opening and working properly, including integration with Windows), the system will only boot into safe mode with McAfee installed.  There have been no error messages during any part of this to suggest a problem.  I have no other AV software installed (never did) and have nothing else "odd" in the way of programs.

Prior to install, I uninstalled MBAM and SAS and ran their cleanup tools.

The McAfee update installed on top of old version, and seemed to be fine right up to asking for restart.

Then the wheels fell off...

1) At reboot, after the Windows logo, the display went black & HDD shut down (no drive activity), even though power switch was on.  Waited for several minutes -- no reboot.Nothing.

2) Tried to reboot into normal mode from the power switch -- same problem.  Windows logo -> black screen, no boot.

3) Tried to boot into safe mode with networking and got BSOD, and then still wouldn't boot.

4) Did eventually succeed in rebooting into safe mode (no networking).

5) From safe mode, was able to open McAfee GUI, but it said "not protected" and wouldn't turn on protection.

6) Uninstalled McAfee from control panel and ran MCPR.exe and checked to make sure all McAfee files were gone.

7) Rebooted normally -- everything fine, with McAfee uninstalled.  Computer completely normal.  Network connections fine, all programs fine.

😎 Went out to McAfee online account,downloaded and installed a fresh copy from my account.

9) Everything looked fine -- GUI opened fine, system protected (green check mark), checked for updates, normal desktop shortcut, normal system tray icon.

10) I thought it was OK. I had not yet even tried to reinstall MBAM or SAS. It was ONLY McAfee installed at this point.

11) Just to be safe, I tried a normal Windows shut down and cold start one last time.

12) EXACT SAME PROBLEM:  SYSTEM WILL ONLY BOOT INTO SAFE MODE, not normal, not safe/with/networking.

13) Had to boot once again into safe mode, uninstall McAfee, run MCPR and reboot.  Voila! System is back to fine again.

14) Have done several system shut downs to check, and computer is working fine.

(15) Have unplugged network cable to router for now, since I only have Windows firewall and Windows defender installed now.  I do not want to waste time reinstalling MBAM or SAS, since they will only need to be uninstalled again before I reinstall a security suite.

Yes, the system is fully patched with all Windows updates and no, I have no other AV installed (never did), and I do not even have MBAM or SAS installed (uninstalled with their cleaners prior to updating today).

SO, TO SUM UP:  SYSTEM WAS FINE WITH "2009" DELL MCAFEE. WITH "2010" SYSTEM CANNOT BOOT, EXCEPT INTO SAFE MODE.  SYSTEM IS BACK TO WORKING FINE WITH MCAFEE "2010" UNINSTALLED and SYSTEM RESTORE BACK TO POINT CREATED AFTER UNINSTALLING MCAFEE THE FIRST TIME. TWICE.

Oh, and I was on the phone with fee-based, premium, N Am tech support at Dell for all this -- I have a contract, thankfully.

Agent was completely in agreement -- something about new McAfee version installed on this platform prevents computer from booting.  Everything boots and works fine without it.  Data are safe and programs work fine, but I will not go online until I can install a security suite.

Doubtful it will be McAfee, though, unless someone can provide a solution for this.  Clearly, McAfee is screwing up something in the OS required for the computer to boot normally.

PLEASE, PLEASE, I am already >3 hours into this, with 2 uninstalls/reinstalls.

So, I cannot do online chat with Tier 1, since that is all they will suggest, and I don't have a week to struggle with this.

Can someone PLEASE get me to T2 or T3 (preferably a native English speaker) who actually understands and might be able to help?

Thank you so much,

MM

50 Replies
MoxieMomma
Level 7
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Message 2 of 51

Re: Computer will not reboot after 2010 version update (Win7/64)

[Edit: removed other system info from signature.]

Hope someone can help -- I am working on my laptop (another security suite) for now, so I do have internet access.  Want to minimize possibility of picking up an infection on the affected system, since there is no AV installed at the moment.

And I do have a log of the 2nd (also successful) running of the MCPR tool, if that will help.

Thanks so much for your assistance,

MM

Message was edited by: MoxieMomma on 8/9/10 7:05:12 PM CDT

Message was edited by: MoxieMomma on 8/9/10 7:08:30 PM CDT
MoxieMomma
Level 7
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Message 3 of 51

Re: Computer will not reboot after 2010 version update (Win7/64)

Is there some way to bypass Tier1 chat -- I really don't want to use the affected computer online, since I don't have any AV installed at the moment.

I cannot find a phone number to use to call home user tech support....

MM

Re: Computer will not reboot after 2010 version update (Win7/64)

Moxie seems you might have the dreaded BSOD that is an issue with some win 7 64 users. Strange 1 as Peter and I use the same OS and never seen it. We both have i7 975 extremes but that is not a fix.

https://community.mcafee.com/message/128362#128362

When you go to chat let them try installation if they want to but tell them the issue re BSOD first. After they fail You can request T2 call back but I do feel you might have this issue. Do yoiu know what build you actually got when it downloaded though by your post maybe you did not get that far. Does the bsod give a stop number and a file that it mentions?

Try the chat path I do feel this is the issue but if chat path no chop post back and I will get you higher help. You help others so that is the least I can do.  I wonder if Dell mcafee support worth a look in.

Phone call costs unless you are within 30days of purchase.

http://service.mcafee.com/LocaleSelect.aspx?lc=1033&sg=TS&pt=1&st=PHONE

I will contact our admin and see if he knows more and can comment here

If you do any more installs save the minidump file or large 1 if you can.

Message was edited by: Peacekeeper on 10/08/10 11:47:28 AM

Message was edited by: Peacekeeper on 10/08/10 11:49:31 AM

Message was edited by: Peacekeeper on 10/08/10 11:51:17 AM
MoxieMomma
Level 7
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Message 5 of 51

Re: Computer will not reboot after 2010 version update (Win7/64)

Hi, PK:

Forget about chat.

I called fee-based (clueless) Tier 1 & asked for escalation.

Told to wait >24 hours for call.

Please be aware:

1) Install on top of 2009 -> no boot (mind you, it wasn't a BSOD until I tried safe mode with networking, it was just a BLACK screen after the Windows logo).

2) Boot into safe mode, remove McAfee, run MCPR, restore back to a point created before update: everything fine.

3) Verify all McAfee cleaned, cleaned temp files, fresh download and reinstall went "OK", but I could not reboot except into safe mode after this.

So:  McAfee 2009 OEM -- works fine.  McAfee updates to 2010 -- no can boot.  Remove McAfee 2010 -- works fine.  Reinstall McAfee 2010 -- no can boot.  Remove McAfee again -- works fine.

Sorry, but there is no point in trying a 3rd time.

I have disconnected my network cable for now, since I only have WinDef and WinFW, no AV.

Don't want to reinstall MBAM or SAS yet, since I need an AV!

Unless someone expert can resolve this soon, I have no choice but to forfeit my subscription (3 years!) or try to get a refund, and move to another product.  I can't be without AV and I can't use my computer offline indefinitely.

Advice?

MM

Re: Computer will not reboot after 2010 version update (Win7/64)

As mentioned see what our admin says. He will be back on at 9am US time Will give him an extra boost.

Re: Computer will not reboot after 2010 version update (Win7/64)

I feel your pain Sister !!!  So much time, effort and (consequently) money wasted trying to get the damn thing to work.  I have exactly the same problem with Vista and have come to dread update time.  Dear McAfee - would it kill you to make a product that actually worked ?!  And how about a tech support function staffed by people who appeared to have a clue ?!

Re: Computer will not reboot after 2010 version update (Win7/64)

What BSOD stop error and does it refer to a file?

MoxieMomma
Level 7
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Message 9 of 51

Re: Computer will not reboot after 2010 version update (Win7/64)

Alas, still no resolution here.

Computer continues to work fine WITHOUT McAfee.

Fee-based T1 phone support was useless, as was a call back from T2.

I have sent a well-meaning McAfee individual (McAfee mod who did call me a few days ago) my MCPR log, an extensive diagnostic log detailing all the time-stamped events/errors from the upgrade debacle (including the damage caused to my HD), as well as updates regarding a system BIOS update performed 2 days ago (Dell had coincidentally published a new BIOS a fews ago AFTER this started).

Alas, no one with the technical expertise to interpret the information, diagnose the issue, or solve the problem has contacted me about their review of this information.

Instead, I am being offered the existing "beta" version to "see what happens".

This beta was engineered to address a different problem on a different platform.

The full release of the 2010 software (6 months after it was originally published for retail customers) rendered my otherwise rock-stable and completely normal computer unbootable except into safe mode not once, but TWICE.

Given that it also caused damage to my HD, how can I possibly assume the risk (please read the "disclaimer" stickie at the top of this forum) of seeing if this "beta" version further damages or completely destroys my system???

Despite ongong, very kind, and always well-intentioned private and public support from Peacekeeper, Ex_Brit and the other posters, I am no closer to resolution than I was on Monday.

Unless something dramatic from McAfee "Technical Support" (which I now believe to be an oxymoron) transpires in the next few hours, I will be performing the disk repair and installing another security product.

As for my *3-year* paid subscription, well, I presume that will necessitate yet another frustrating saga of trying to obtain a refund from "Customer Service".

I really see no other options,

MM

Message was edited by: MoxieMomma on 8/14/10 7:51:54 AM CDT
ajacobs
Level 12
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Message 10 of 51

Re: Computer will not reboot after 2010 version update (Win7/64)

MoxieMomma, this is a horrible turn of events. You are a valuable member of our community and I'm sorry to see you so frustrated. Who was the support person you sent the logs to? We have a lot of Tier 1 and 2's helping out here. Troubleshooting an issue, especially one like this, may take some time. I would only urge you to be a little more patient, especially since it's the weekend when our staff is thin.

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