1 2 Previous Next 18 Replies Latest reply on Jan 21, 2009 3:38 AM by Deep-Freeze

    can't install

      I'm not sure if I'm posting this in the right forum. I'm trying to install Total Protection 2009. I paid for it as a renewal of my old Mcafee program.
      I've been trying for hours to install it. It gets to the point of the "quick scan" and just sits there scanning. It won't go to the next step. I've tried using the virtual tech, no help.
      I've contacted the service techs twice. The last one told me to run the uninstall program "mcpr", restart in safe mode, then install. That didn't work either. It does the same thing, just scans and nothing else. I don't think I'm being impatient. It scans for more than an hour and keeps on scanning. Does anyone have any help?!?!
      Sonja
      PS: I've tried using both IE6 and Mozilla 1.5.0.12
      I've been in contact with online support again! They had me download stinger and run it. It's still running. The last thing they told me was if this didn't work, I needed to contact the virus removal specialists. I don't have a virus or anything on that computer. I've been using McAfee for a year. It does a scan every day. ARGH!!!!!
        • 1. RE: can't install
          I'm having the same problem and if they don't resolve it soon, I'm going to get a refund. This is stupid. I was using the old McAfee and know nothing is on my computer. I've done everything and it just sits on the scan. They must have a bad link.
          • 2. RE: can't install
            If I come up with a solution, I'll post it here.
            • 3. RE: can't install
              I just got off again with the chat after running stinger again and he said they had an outage on their server and I should wait and take a different download in 4-5 hrs. That could be the problem. I'm going to try then and if it isn't resolved, I'll get my refund. 6-8 hrs to install a product is ridiculous. First you wait for the chat, then wait and keep redoing what they say and you've spent another 20-30 minutes.
              • 4. RE: can't install
                Good Grief!!!!! Thanks for posting. I'll try waiting.
                My problem, I don't have any protection on my computer right now. They told me to uninstall it! GEEEZ!
                I know what you're talking about. First you have to wait for almost 30 minutes to get online with them, then a 40 minute session, do this, do that, restart your computer. Of course, this means you loose contact with them. If their solution doesn't work, you have to start all over again. I've done this 3 times already!
                • 5. RE: can't install
                  Well, Hell! pardon my frustration! I let the stinger run it's scan (found nothing!) like I said to them! Tried downloading from the McAfee site and install. Same thing happened. The really irritating thing, I was able to do this on my laptop last night and it took all of about 20 minutes and I was up and running!
                  I give up for tonight! I've reinstalled McAfee Internet Security Suite. It's updating now. At least my computer will be protected. I'm going to give them until tomorrow to fix their problem! This really is ridiculous!
                  Thank you for replying to my plea for help.
                  Sonja
                  • 6. installation problem with mc afee internet security
                    Well, I'm glad I'm not the only one with installation problems. I've the same problem. During installation there is a moment where the computer is scanned for thread. During this scan the installation program is hung. During the last few days I had problems with a trojan horse ( generic pup.x ). Mc Afee wiped this off automatically but yesterday windows seemed to have big problems. I decided to reinstall windows and afterwards Mc Afee. Then this installation problem came on.

                    Any suggestions?
                    • 7. Can't Install either
                      I am also glad to not be the only one with this problem. I spent all evening last night trying to get it installed. I was able to reach a tech only after speaking first with customer service person, then her supervisor, and then finally the tech.
                      The tech had me do reg on two dll files. Did not fix the problem. Then had me boot in safe mode, clear all cookies and temp files in IE and then reset IE. Was told to download again in safe mode and was assured it would install.

                      Guess what? The install hung up at the same place - while scanning my system. I left the computerr on all night and it was still hung up this morning. I was upgrading from an existing McAfee product so I don't think a virus is causing this problem. In the mean time, I now have no protection since it had to be uninstalled.

                      Can someone please help?
                      • 8. RE: Can't Install either
                        I put on a free AV and got my refund. If they can't scan on the install, they aren't scanning on their old versions and I don't want to be unprotected. You even have to go overseas for customer service--------although it's faster to get to than the tech help. As far as I'm concerned, that's no customer service. Off to look elsewhere for an all in one product.
                        • 9. Pre-install Scan stops responding or never completes
                          For all users who have been facing this issue.

                          New installations of McAfee consumer products may stop responding on Windows XP SP2 and SP3 computers due to an issue with the virus definitions downloaded by the installation application.

                          McAfee is aware of this issue and is working on a resolution.

                          NOTE: This issue only affects new installations.

                          We are now working to provide a fix in 5501 DATs (due to be released today) close to 10.00 AM PST.


                          I request the MOD's to create a new thread for the same to help users.
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