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Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

Well, after restoring the "Hijack.Display Properities" in Malwarebytes, the computer froze within 5 minutes. I have an older gaming laptop that is running XP using the older McAfee 2010 Interface. Since I downloaded that at the beginning of the year, I thought if I moved that installation file to the new PC, maybe I could go back to the older 2010 Interface when everything was working perfectly. Unfortunately, when you run it, it just tells you that an updated version of the SW is available and that you should install that. I'm disappointed because I would have liked to have tested the older version again on this PC just to prove my point. I wish there was a way I could just move the entire installed program and copy it to this PC and just run it to test. Anyway, more info to follow after I call them on Monday.

Reliable Contributor exbrit
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Message 22 of 29

Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

That free call sounds promising.  Hopefully they will spot what's wrong.   Make sure your system is malware free.

In the meanwhile and to have a 3rd party analyze what's going on in your machine try using Hijackthis to produce a log which you can then post on one of the following forums for expert advice:

DOWNLOAD HIJACKTHIS

Do not post the log here, we can't help!

Post the logs at a specialist Forum:

AUMHA FORUM

BLEEPING COMPUTER FORUM

MAJOR GEEKS FORUM

MALWAREBYTES FORUM

MALWARE REMOVAL FORUM

SPYWAREHAMMER FORUM

SPYWARE INFO FORUM

WHAT THE TECH FORUM

Be sure to read all the sticky announcements/instructions at the top of each malware forum!

Message was edited by: Ex_Brit on 27/02/10 7:25:47 EST AM

Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

I will be interested to hear the outcome of your call on Monday.  I have just spent another two hours this morning with Tier 2 online support who eventually gave up (after disabling all startup programs and running chkdsk again and again to no avail) and then told me it was Dell's issue not theirs.  If that were true, why would uninstalling McAfee resolve the issue?  They had no answer for that.

Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

ExBrit. I took your advice and posted on the forums here:

http://forums.malwarebytes.org/index.php?showtopic=41721

So I will see what happens. I will say so far you have been the only positive experience with any of this, so thanks for at least trying to help. More information to follow either by their responses on that thread or by my call to McAfee early next week.

Reliable Contributor exbrit
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Message 25 of 29

Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

Good luck.

Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

Well, I finally got a hold of Support verbally last week with the free call customer service gave me. To make a long story short and after at least 4 hours working with them on this, the rep tried to completely uninstall everything including the registries. That took quite a lot of time. Anyway, he then ran the Detailed scan and once again, no viruses. He verbally stated there is nothing wrong with my PC from a virus perspective. It was around 1:00am last Thursday and after he got off the phone, I rebooted my PC about 8 times and there were no issues. I went to bed thinking that everything may finally be resolved after all. I woke up about 7 hours later, turned on the PC, and it froze again. Exact same symptoms. I went to work, came home, tried again, same problem. I then uninstalled the SW and everything has been perfect for 4 days. They called me back tonight an hour ago to check the status. After explaining the same thing, he put me on hold for a couple of minutes, recommended I get a refund. When I told him that customer service wont give me a refund since I am outside of my 30 days and they dont refund for version upgrades (which they installed in mid February), he put me on hold again. 5 minutes later, he told me he would call me back in 15 minutes after talking with his peers. Its now 45. I give up. Faithful Customer lost permanently. If only they had a way to let me go back to the previous version, but to pay for a year and get 3 months is bad business practice.

Message was edited by: keithianw on 3/9/10 8:38:44 PM GMT-08:00

EDIT: I spoke a little too soon. They did call me back and FINALLY ADMITTED there is a freezing issue going on with other users and they are working on it. They agreed to my refund. That helps soften some of what I was feeling. If they ever fix the issue, I would try installing just to see if anything changes (if they send me a version without me paying for it just to test it).

Message was edited by: keithianw on 3/9/10 8:59:32 PM GMT-08:00

Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

I wonder if there is a reasltionship to similar problem I am having with install on Dell Inspiron Mini 10 running Windows XP (completely up to date).

Was using pre-installed McAfee security program.  Having problems, so I attempted install of Total Protection Service, as I have multi-PC subscription.  Here is history:

1.      Had problem with pre-installed McAfee.  Not updating and appeared to be inhibiting wireless access.

2.      Downloaded and ran McAfee Virtual Technician.  Indicated register problems and fixed.

3.      Problems continued.  Ran MVT again, several times, each time indicating registry problems.

4.      Decided to remove existing McAfee and install McAfee Total Protection Service via download with existing 3-PC subscription.

5.      Removed old program using Windows program removal tool.

6.      Download would not complete as indicated conflicting program (virus scan).

7.      Downloaded and ran McAfee Consumer Product Removal Tool, Virus cleanup program; still not same message after several attempts.

8.      Contacted McAfee support and was provided “fix.bat” file to run.

9.      Ran fix.bat.  That eliminated conflicting program and download and install appeared to be successful.

10.  However, on re-boot, PC would stall at Windows XP logo with bar and moving blue squares screen before log-in screen.

11.  Powered off PC and restarted; Blue screen indicating improper Windows shut down appeared with options to start normally, start in safe mode or start with last good settings.

12.  Would not reboot normally (same as 10).

13.  Rebooted with last good settings.  Virus program screens appear normal, but was not functional.  Ran MVT and showed many registry problems and missing “services” and files.

14.  Removed program as above and repeated at least 4 times.  Same result each time.

15.  Contacted McAfee support.  After two very long sessions, McAfee said hard drive had problems per CHKDSK report; told to contact hardware vendor.

16.  Ran CHKDSK with /F switch on drive C through Windows.

17.  Contacted Dell.  Long session.  With Dell interactive support, ran diagnostics and completely reinstalled OS; Dell said drive and OS OK.  Dell then "recommended" TPS or McAfee "Virus Scan Plus"

18.  Attempted re-install of McAfee TPS.  Same result as above.

19.  Compeletely removed and attempted re-install with same results as above.

20.  Took unit to my local PC tech.  They replicated problem and removed TPS.  Their opinion was the TPS was "too much".  Said PC and drive OK. 

21.  Attempted install of "Virus Scan Plus"; same result - install appears good but PC will hang at Windows XP page before log in.

22.  Have now installed Microsoft Security Essentials.

23.  What gives, McAfee???

Reliable Contributor exbrit
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Message 28 of 29

Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

GambeD',

I also have a Dell Mini 10 that was running XP (SP3) and now has Windows 7 Ultimate on it, I keep it as a backup should my desktop ever break down.   It is extremely slow to start with as its resources are just marginally sufficient for the operating system, but it works.  I also have McAfee Total Protection on it, minus Anti-Spam and Parental Controls and have had no real problems with it.  I have set it to update manually when I decide and have turned off the scheduled scan.  I find that helps.   I find clearing up system files via Control Panel/System and Maintenance/Free up Space regularly helps a bit.

If you are having ongoing problems I suggest you contact Technical Support Chat via the Useful Links at the top of this page.

GambeD' wrote:

I wonder if there is a reasltionship to similar problem I am having with install on Dell Inspiron Mini 10 running Windows XP (completely up to date).

Was using pre-installed McAfee security program.  Having problems, so I attempted install of Total Protection Service, as I have multi-PC subscription.  Here is history:

1.      Had problem with pre-installed McAfee.  Not updating and appeared to be inhibiting wireless access.

2.      Downloaded and ran McAfee Virtual Technician.  Indicated register problems and fixed.

3.      Problems continued.  Ran MVT again, several times, each time indicating registry problems.

4.      Decided to remove existing McAfee and install McAfee Total Protection Service via download with existing 3-PC subscription.

5.      Removed old program using Windows program removal tool.

6.      Download would not complete as indicated conflicting program (virus scan).

7.      Downloaded and ran McAfee Consumer Product Removal Tool, Virus cleanup program; still not same message after several attempts.

8.      Contacted McAfee support and was provided “fix.bat” file to run.

9.      Ran fix.bat.  That eliminated conflicting program and download and install appeared to be successful.

10.  However, on re-boot, PC would stall at Windows XP logo with bar and moving blue squares screen before log-in screen.

11.  Powered off PC and restarted; Blue screen indicating improper Windows shut down appeared with options to start normally, start in safe mode or start with last good settings.

12.  Would not reboot normally (same as 10).

13.  Rebooted with last good settings.  Virus program screens appear normal, but was not functional.  Ran MVT and showed many registry problems and missing “services” and files.

14.  Removed program as above and repeated at least 4 times.  Same result each time.

15.  Contacted McAfee support.  After two very long sessions, McAfee said hard drive had problems per CHKDSK report; told to contact hardware vendor.

16.  Ran CHKDSK with /F switch on drive C through Windows.

17.  Contacted Dell.  Long session.  With Dell interactive support, ran diagnostics and completely reinstalled OS; Dell said drive and OS OK.  Dell then "recommended" TPS or McAfee "Virus Scan Plus"

18.  Attempted re-install of McAfee TPS.  Same result as above.

19.  Compeletely removed and attempted re-install with same results as above.

20.  Took unit to my local PC tech.  They replicated problem and removed TPS.  Their opinion was the TPS was "too much".  Said PC and drive OK. 

21.  Attempted install of "Virus Scan Plus"; same result - install appears good but PC will hang at Windows XP page before log in.

22.  Have now installed Microsoft Security Essentials.

23.  What gives, McAfee???

Reliable Contributor exbrit
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Message 29 of 29

Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

keithianw wrote:

Well, I finally got a hold of Support verbally last week with the free call customer service gave me. To make a long story short and after at least 4 hours working with them on this, the rep tried to completely uninstall everything including the registries. That took quite a lot of time. Anyway, he then ran the Detailed scan and once again, no viruses. He verbally stated there is nothing wrong with my PC from a virus perspective. It was around 1:00am last Thursday and after he got off the phone, I rebooted my PC about 8 times and there were no issues. I went to bed thinking that everything may finally be resolved after all. I woke up about 7 hours later, turned on the PC, and it froze again. Exact same symptoms. I went to work, came home, tried again, same problem. I then uninstalled the SW and everything has been perfect for 4 days. They called me back tonight an hour ago to check the status. After explaining the same thing, he put me on hold for a couple of minutes, recommended I get a refund. When I told him that customer service wont give me a refund since I am outside of my 30 days and they dont refund for version upgrades (which they installed in mid February), he put me on hold again. 5 minutes later, he told me he would call me back in 15 minutes after talking with his peers. Its now 45. I give up. Faithful Customer lost permanently. If only they had a way to let me go back to the previous version, but to pay for a year and get 3 months is bad business practice.

Message was edited by: keithianw on 3/9/10 8:38:44 PM GMT-08:00

EDIT: I spoke a little too soon. They did call me back and FINALLY ADMITTED there is a freezing issue going on with other users and they are working on it. They agreed to my refund. That helps soften some of what I was feeling. If they ever fix the issue, I would try installing just to see if anything changes (if they send me a version without me paying for it just to test it).

Message was edited by: keithianw on 3/9/10 8:59:32 PM GMT-08:00

Keithianw,

Sorry you've had all this trouble but at least they came through in the end, albeit not the way you really wanted.    You can always try out any of the products either on a 30-days free trial after which one has to purchase the goods, or you can go the beta testing route.  http://community.mcafee.com/thread/13215 I have one of my OS's permanently running  the beta product, it never expires.