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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&An swerID=16777221&turl==http%3A%2F%2Fkb.mcafee.com%2Finfocenter%2Findex%3Fpage%3Dc ontent%26id%3DTS100291%26actp%3Dsearch
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 (MCPR.exe). 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.
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.
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.
Many thanks for your very quick and excellent replies. Have a good weekend, Sam.