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jmw894
Level 7

Unable to install since renewal

I renewed my subscritption last night and when I tried to download and reinstall was not been able to install security center, anti-virus, or firewall. The scripts uninstalled the previous version but the installation of the new version failed during the install of security center. I got three red x's and failed next to each package. I ran the virtual technician and it said that it was unable to fix 2 problems - which were 6 missing files and 2 services not started. I retried and the same thing happened. Have had 2 conversations with online technicians and run mcpr, reinstall, and ieregfix all with no effect. Even a system restore doesn't put the av back to before I renewed.

I am running Windows xp media center SP3 and IE7.

Your help would be appreciated.

James
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7 Replies
exbrit
Level 21

RE: Unable to install since renewal

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
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.

I recommend that you install IE8 a.s.a.p. for security reasons.
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jmw894
Level 7

RE: Unable to install since renewal

Thanks. Will give that a try. Unfortunately if i upgrade to IE8 that caused some issues with me using a remote connection to my work systems.

James
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exbrit
Level 21

RE: Unable to install since renewal

That's too bad - re work. Anway good luck.
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jmw894
Level 7

RE: Unable to install since renewal

Hi,
Unfortunately that didn't work. Have run the Virtual Technician again and this is the log:

Session ID: 20601054
MVT Information
MVT Version : 5.0.1.0
System Information
Operating System : Microsoft Windows XP Media Center Edition Professional (Build 2600)
Service Pack : Service Pack 3.0
Language : 0809
Internet Explorer Version : 7.0
Internet Explorer Language : en-gb
System Drive Type : NTFS
Physical Memory Available : 1446364
Physical Memory Total : 2095212
Virtual Memory Available : 2055652
Virtual Memory Total : 2097024
System Architecture : x86 Family 6 Model 14 Stepping 8Genuine Intel(R) CPU T2400 @ 1.83GHz
Date Time : 09/28/2009 14:26:57
Time Zone : GMT -00:00
Product Details
Product Name : SecurityCenter
Product Version : 9.15.126
Language : en-us
Partner : 0
Health Check Details
Registry 1 Registry key(s) incorrect
Expected Registry Value not Present
Expected : present
Existing : not present
HKEY_LOCAL_MACHINE\SOFTWARE\McAfee\MSM Install Dir

Process 1 process(s) incorrect
Expected process not running
Expected : running
Existing : not running
C:\Program Files\Common Files\mcafee\mna\McNAsvc.exe

Service 2 service(s) incorrect
Expected Service State Incorrect
Expected : running
Existing : stopped
Service : mcmscsvc C:\PROGRA~1\McAfee\MSC\mcmscsvc.exe
Expected Service State Incorrect
Expected : running
Existing : stopped
Service : McNASvc "c:\PROGRA~1\COMMON~1\mcafee\mna\mcnasvc.exe"

File 6 file(s) incorrect
Expected File not Present
C:\Program Files\Common Files\McAfee\Installer\mcinst.exe
Expected File not Present
%MSM_INSTALL_DIR%\McSmpUi.dll
Expected File not Present
%MSM_INSTALL_DIR%\McSmtTsk.dll
Expected File not Present
%MSM_INSTALL_DIR%\McSmtStr.dll
Expected File not Present
%MSM_INSTALL_DIR%\McSmtFwk.exe
Expected File not Present
%MSM_INSTALL_DIR%\McSmtMsg.inf
Process 1 process(s) incorrect
Expected process not running
Expected : running
Existing : not running
C:\Program Files\Common Files\mcafee\mna\McNAsvc.exe

Service 2 service(s) incorrect
Expected Service State Incorrect
Expected : running
Existing : stopped
Service : mcmscsvc C:\PROGRA~1\McAfee\MSC\mcmscsvc.exe
Expected Service State Incorrect
Expected : running
Existing : stopped
Service : McNASvc "c:\PROGRA~1\COMMON~1\mcafee\mna\mcnasvc.exe"
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exbrit
Level 21

RE: Unable to install since renewal

We are talking home products here, as distinct from Small Business or Enterprise, I trust?

When you ran MCPR did it say that it was successful prior to the reboot?

At this stage it might be best to approach Technical Support Chat (top left of page) as they have the means to remotely connect with your machine and if necessary escalate the problem to a higher level.
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jmw894
Level 7

RE: Unable to install since renewal

Have been on a gotoassist session with 2nd Tier support and they have resolved the issue. Ended up having to run the following command to reset permissions to defaults:
secedit /configure /cfg %windir%\repair\secsetup.inf /db secsetup.sdb /verbose - look at microsoft knowledgebase article 313222 for information about this. The upshot is it is now working. Impressed with support given by Mcafee to get this resolved.
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exbrit
Level 21

RE: Unable to install since renewal

Wow, that's a new one on me. Interesting. Thanks for posting it, hopefully it will help someone.

I'll mark this one solved.
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