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Level 7

Re-install fails


I have problems with my Home PC as a result of running instructions sent to me by Mcafee.
( edit to add - OS is XP Home Edition. Should be all up to date, as I enable all updates except updating from IE6 to IE7)

Initial problem:

McAfee Security Center did not prevent my PC from being infected with the Virtumonde ad popup virus.

I contacted Mcafee, and the tech sent an email with instructions to:

1) un-install all Mcafee products using the add/remove programs from the control panel
2) download and run MCPR.exe.
3) I ran that, and it ran successfully. I then re-booted my PC as instructed
4) then instructions said: Type in the address bar and click Go.
5) I logged in, and clicked the download button.
6) I downloaded DMSetup.exe, click the Run button
7) at this point DMSetup.exe crashes

Current state of PC:
1) Internet Explorer will NOT open up, will NOT run – keeps crashing, and then trys to send an error message to Microsoft – unsuccessfully.
2) Spybot search and destroy shows NO virus contamination when scanned now.

I started up a new chat session The tech said I have to contact the Virus removal team and spend another $90 to have “virus removed”. ( and scans with other product now show NO viruses present !)

I am NOT pleased that I am required to spend $90 to remove a virus that my Mcafee Security center did not prevent infection from happening.
Why should I be required to spend more money to fix a failure of the product, and why should I spend more money when the reinstall/download of the re-install of the product I already purchased fails.

Not a Happy customer here.

stuck with a PC that IE won't open and run, and now no Virus Protection ( not that it was that good to begin with, allowing the Virtumonde virus through)...

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7 Replies
Level 21

RE: Re-install fails

It's pretty normal for them to promote their own solutions to infected computers. I would imagine that Virtumonde isn't cleaned. By the way it's a trojan horse, not a virus.

Spybot Search and Destroy is not an anti-virus application but an anti-spyware one. It can also prevent McAfee from installing if its active protection or "teatimer" is activated.

There is no such thing as the perfect anti-virus application. Some malware is pretty devious and prolific and care has to be taken to avoid infection.

You don't say what operating system and service pack this is but I hope whatever it is, it's up to date.

Enable Windows Firewall in the meanwhile.

Run the free versions of these two tools and let them clean whatever they find:

You might also want to post a Hijackthis log on one of the specialist forums for expert analysis and advice:

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!

Once clear of infection do the following: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 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

4. Reboot and redownload/reinstall your McAfee products directly from your account at the McAfee web site not from any CD that you may have.
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Level 7

RE: Re-install fails

Thanks for the help - I will try this tonight and post the results !
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Level 21

RE: Re-install fails

Good luck.
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Level 7

RE: Re-install fails


After doing the virus scan, and the malwarebytes virus scan ( found 34 problems, majority were Virtuemonde virus), and then running the MCPR tool

you say to remove all Mcafee folders, using Windows Explorer

I see

c:\Documents and Settings\All Users\Application Data\MCA44.tmp

Should this folder and contents also be deleted ?
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Level 21

RE: Re-install fails

I don't know what that is, but as it's a temporary folder it can be deleted, if it will go.
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Level 7

RE: Re-install fails


I deleted that file, rebooted again.

At this point my OUTLOOK email seems to run fine now, doesn't crash when I try to open an email message.

However, Internet Explorer still crashes when trying to open, and then the window of trying to send error report to Microsoft opens, and then just kind of hangs at the point where it looks like it is looking to get out on the web to send the error report.

I could use Firefox, to get to the Mcafee site ( ), downloaded DMSetup.exeand try to run that and hope it no longer fails. I really would like to get IE working , it bothers me that whatever the mcafee removal process did to it goes unfixed.

QUESTION - How do I rebuild , repair, or reinstall Internet Explorer ?

Current Status - I am running another antivirus scan AVIRA - so far it has found a couple of viruses ( only 30% done - as when it finds one it stops and waits for direction on whether to qurantine or not)...
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Level 21

RE: Re-install fails

If IE is broken then you will continue to have issues no matter what browser you use to download DMSETUP.

It would seem from what you said that Windows is itself broken, how I don't know, but in my experience that often happens if one tries to adopt unconventional cleaning methods, registry cleanups etc. etc.

It may be time for a format and complete reinstallation of Windows and all the updates.
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