7 Replies Latest reply on Sep 28, 2009 11:27 AM by Peter M

    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
        • 1. RE: Unable to install since renewal
          Peter M
          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 (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
          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.
          • 2. 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
            • 3. RE: Unable to install since renewal
              Peter M
              That's too bad - re work. Anway good luck.
              • 4. 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"
                • 5. RE: Unable to install since renewal
                  Peter M
                  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.
                  • 6. 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.
                    • 7. RE: Unable to install since renewal
                      Peter M
                      Wow, that's a new one on me. Interesting. Thanks for posting it, hopefully it will help someone.

                      I'll mark this one solved.