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ranedrop515
Level 7

Why Can't I Install McAfee Total Protection 2012 When I already had McAfee???

My McAfee subscrption was coming up to the expiration, so I went ahead and purchased the Total Protection 2012 (an upgrade from what I had prior) as i was very happy with them.

I went to my McAfee account online and clicked the down load button and went through all of the steps and thought it had downloaded.

However, i was getting that "Your Subscription is about to Expire" pop in the right had corner.

I then went to McAfee online chat with Techincal Support. They then did the following via remote access:

  1. Uninstalled my old McAfee software (i had 6 days left before it expired)
  2. ran a program to get rid of cookies and temporary folders/files
    • he confirmed that this wouldnt erase any of my personal things
  3. He then went to my McAfee account
  4. clicked the Download button for the Total Protection 2012
  5. pasted the McAfee Set up icon to my Desk top and told me to click on that and follow the steps to Install Total Protection 2012.
  6. we ended the chat and i went through the steps and Install.
  7. then was prompted to restart my computer to complete the install and the McAfee Icon would be in the lower right hand corner and i would be good to go
  8. once i restarted my Dell computer, the McAfee icon wasnt there and the install didnt look to be completed

I then called the # I was given when i renewed my subscription (1.866.622.3911) and went through all of the prompts to get to Technical Support.

well that lead me to a woman who had a serious accent (I later found out that i was talking to the Phillipines). She then took me through the following process for an hour through remote access:

  1. Tried to go to my McAfee account on via Internet Explorer but we could not Log In as i normally use FireFox.
  2. we then logged into my account through FireFox, clicked the Download button for the Total Protection 2012
  3. the screen then froze on my desktop so the install process could not start
  4. she then logs onto my desktop via Safe Mode and tries the down load again (and again through Internet Explorer, which does not work, again)
  5. Safe mode doesnt work
  6. she then created a new User (McAfeetest) on my desk top and tries the down load process again
  7. and still freezes up and nothing happens and we cannot install the new program
  8. so an hour later on the phone she then tells me that someone will be calling me from Tech Support to fix the problem
    • wasn t that her job in the first place!!?? i dont care how long i am on the phone with you as long as you listen to be and fix the problem!
  9. I asked why this was happening and she said that something on my computer was not allowing the INstall to happen.
  10. so that was a waste of an hour
  11. and my computer is now ZERO protected and i am waiting on someone to call me back (really!?!?)

I am not in the least bit techy of a person and have been able to download other programs to my Dell without ANY trouble. I want to stay with McAfee and am determined to get this new programmed installed as i purchased it, but i am getting very frustrated on something i would think should be relatively easy.

can someone please provide a clear, concise, idiot proof step by step that will allow me to install Total Protection 2012 onto my computer so that i can continue to use McAfee, be protected and so forth??? i have only had my Dell for 2 1/2 years!

Please help!!!!

Message was edited by: ranedrop515 on 6/8/12 1:01:31 PM CDT
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8 Replies
JaiPrakash
Level 12

Re: Why Can't I Install McAfee Total Protection 2012 When I already had McAfee???

Hi Ranedrop515

Kindly provide the recent case number for the interaction you had with the McAfee Technical support. So that we can check on what exactly going through and help you out.

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ranedrop515
Level 7

Re: Why Can't I Install McAfee Total Protection 2012 When I already had McAfee???

Thank you Jai Prakash, i i REALLY hoping you can help me as i am getting very frustrated.

The first case case # that refers to the first person i dealt with at McAfee on the online chat is #890236208

And the case # concerning the girl i talked to on the phone that said someone will call me back is # 890268288

I am not at home now where my laptop is so i sincerely hoping you can help!!!!

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JaiPrakash
Level 12

Re: Why Can't I Install McAfee Total Protection 2012 When I already had McAfee???

Hi Ranedrop515,

Thanks for your reply. From the case number 890268288, I can see the case been elevated to the next level of support. So I will followup with the support team regarding the same to get you our best support of company.

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ranedrop515
Level 7

Re: Why Can't I Install McAfee Total Protection 2012 When I already had McAfee???

Thank you Jai Prakash.

It would be just wonderful if someone could call me today so I could get this resolved ASAP and I dont have to wait all day tomorrow and i could get my computer back. I currently disconnected my wireless internet on my laptop as i have absolutely 0 protection on my computer and dont want a virus.

I look forward to hearing from someone soon.

Thank you again for your quick response. very much appreciated.

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JaiPrakash
Level 12

Re: Why Can't I Install McAfee Total Protection 2012 When I already had McAfee???

Hi Ranedrop515,

I will try my level best on to get a support ASAP. I appriciate your time with us.

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JaiPrakash
Level 12

Re: Why Can't I Install McAfee Total Protection 2012 When I already had McAfee???

Hi ranedrop515,

From the previous case number we found the issue is been resolved, Please confirm the same.

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ranedrop515
Level 7

Re: Why Can't I Install McAfee Total Protection 2012 When I already had McAfee???

Hi Jai,

Yes this issue is resolved as of last Friday. A GREAT gentleman named Rocky was able to install my Total Protection 2012. He found that i didnt have the correct Internet Explorer (I had I. E 9 in stead of 8), so he installed the correct one. He also found that i didnt have the most updated Java Script and installed that as well. And he also corrected my Subscription information so the icon in the lower right corner reflects the correct info.

He was VERY patience, explained everything and genuinely listened to me and my concerns that i had. WONDERFUL McAfee employee!!!

I am very happy with the follow up and I will continue to stay with McAfee!

Cheers,

Ranedrop515

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MikeHimself
Level 7

Re: Why Can't I Install McAfee Total Protection 2012 When I already had McAfee???

"An unexpected error has occurred The login process has experienced an unexpected server error, Please try again."

So I tried again..... and again...... and again!

I found some advice in another (archived) discussion.

Make IE your default browser. I tried that - no difference.

Delete your existing McAffee installation - I didn't try that, because I would then leave my computer open to infection and attack and if the new installation still didn't work I would be in a worse situation than I am in already.

So I think this is a really unhelpful message - on a par with Microsoft's "Blue Screen of Death". It doesen't give any useful information.

Can anyone give me a good reason why I shouldn't just give up on McAfee and install one of the perfectly adequate, free firewall/antivirus products that I can download and have up and running in about 20 minutes?

Message was edited by: MikeHimself on 6/11/12 4:49:41 PM CDT

Message was edited by: MikeHimself on 6/11/12 4:50:27 PM CDT
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