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scams
Level 7

Detection Signature file is more than 30 days old

I have a neighbor that has a Dell 2400 computer with windows XP Home, and McAfee Security installed. I am not familar with McAfee so copied the following for information: Security Center, version 9.3, Build 9.3.137, Last update 3/2/2009; VirusScan, version 13.3.115, Last update 3/7/2009, DAT creation date - 3/7/2009, Engine version 5300.2777; and Personal Firewall, version 10.3, Build 10.3.106, Last update - 3/2/2009

The initial error was "the detection signature file is more than 30 days old. Even though she tried updating the signature file, when it was finished, the same error came up again. I also noted that in the security console it had the following: Computer and Files, Action Required, and Email and IM, Action Required.

The neighbor had obtained some trouble shooting information about renaming the existing DAT folder to DATold, which I did accomplish. Unfortunately not only it did not solve the problem, but added another problem. The additional problem is as follow: Some componennts are missing. Please reinstall McAfee Scan.

The McAfee program came installed on the Dell computer when it was purchased. She searched but could not find the McAfee CD that might have come with the computer. However, she has paid for the subscription updates when necessary.

Questions: First question: Help!! Second, does she really need to reinstall the McAfee Virascan as stated, and if so, can the VirusScan program to be downloaded by itself or does the whole McAfee Security Program need to be downloaded and then only the VirusScan program installed after uninstalling the existing VirusScan program. What should she do about the existing license information as the subscription information indicates 10/17/2009. I suspect that when the VirusScan program is removed, the subscription/license information be deleted as well. Is there a place in the McAfee Security console that has the license information?

Any help/guidance would be very much appreciated, Sam.
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exbrit
Level 21

RE: Detection Signature file is more than 30 days old

First check that the system clock is correct both time and timezone-wise.

Is this person updating through a proxy server? (Check Internet Explorer Properties)
as this may help: http://service.mcafee.com/faqdocument.aspx?id=TS100291&lang=en_US&prior_tid=4&AnswerID=16777221&turl...

The procedure to clear the DATs and sort out a possible corrupted update is to delete the contents of the DAT folder but not the folder itself and then immediately update.

Can't you reinstate/rename it back again?

If not then it may be necessary to completely uninstall, cleanup and reinstall from the account, not from any CD that she may have.

Account expiry issues can't be sorted out here unfortunately. Have her call the accounts department directly. It's toll-free in the US. This is assuming that she gets her products directly from McAfee.
1-866-897-9325 press 4 then 0 between 9am and 9pm EDT. The main switchboard number is 1-866-622-3911.

The best way of doing the reinstallation is as follows:

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
Don't worry if you can't find these files - it just means that MCPR did its job.

4. Reboot and re-download/reinstall your McAfee products directly from your account at the McAfee web site.

If you are McAfee direct customer, go to https://home.mcafee.com/Secure/Protected/Login.aspx and log in to download your McAfee products.

If you received your McAfee products from your service provider, please use the list below to download your software.

Comcast users should go to http://security.comcast.net/ and log in to download your software.

DELL users should go to https://us.mcafee.com/root/login.asp?affid=105 and log in to download your software.

Gateway users should go to https://us.mcafee.com/root/login.asp?affid=370 and log in to download your software.

eMachines users should go to https://us.mcafee.com/root/login.asp?affid=365 and log in to download your software.

MSN users should go to http://membercenter.msn.com/ and log in to download your software.

AOL users should go to http://daol.aol.com/safetycenter and log in to download your software.
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scams
Level 7

RE: Detection Signature file is more than 30 days old

Ex_Brit, many thanks for your reply. Best as I can remember the time and date was okay but will recheck to make sure. Her connection to the Internet is with AT&T DSL, so not using a proxy setup.

Regarding the renaming of the DAT folder, when I renamed it to DATold and it did not work, I renamed it back to DAT, but that still did not solve the problem.

Questions: Can just only VirusScan be uninstalled and installed or must all of the McAfee programs be uninstalled and reinstalled (ie Security Center and Personal Firewall as well)? Regarding license/subscription information prior to the uninstall of VirusScan, whsre can my neighbor obtain this information since i suspect it will be asked for when reinstalling the program?


Thanks again, Sam.
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exbrit
Level 21

RE: Detection Signature file is more than 30 days old

The online account should be here assuming she bought the product directly for McAfee or registered online: http://us.mcafee.com/root/downloads.asp

You could try uninstalling just VirusScan by selecting the McAfee Security Center item in the programme list. A list of installed products will come up and you can select just that for removal.

Likewise only it can be installed from the account by using the Customise option.
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scams
Level 7

RE: Detection Signature file is more than 30 days old

Many thanks for your very quick and excellent replies. Have a good weekend, Sam.
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