1 2 3 Previous Next 28 Replies Latest reply on Mar 11, 2010 6:19 AM by Peter M

    Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

      I had McAfee technical support take control of my PC and uninstall 2010 Total Protection from my PC which I had purchased in November of 2009. They replaced it with the new 2010 User Interface. Now on boot up, my PC has completely frozen twice and firefox took several minutes to open. I have Windows Vista 64 Bit. I will attach my dxdiag. Any suggestions, as it was running perfectly before updating to this newer version.

        • 1. Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC
          Peter M

          You should return to Technical Support if their remedy has caused some problems.   They can access your machine again and troubleshoot the issue.

           

          It certainly shouldn't be doing that.  I have the new software installed in both Vista Ultimate and Windows 7 x64 with no issues.

           

          Also make sure that Vista is totally up to date - that means SP2 and all subsequent updates both critical and non-critical (except perhaps obvious ones you don't need such as, in my case at least, language packs).

          • 2. Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

            The attached DxDiag shows that my VIsta is up to date. I always immediately download the necessary Microsoft Updates. I chose to try a defrag (though it said I didnt need one) and used the Clean tool including the registry so I will see if it continues tonight. If it does, I will uninstall the program and try reinstalling it again, though Im not sure if I should use the Uninstall option in the Program Files under McAfee, or if I should use some other tool to remove it. If it still happens, I will contact them again and see what they do. Worst case is that I will try a system restore to a point before they worked on my PC and see if that works and then try installing again.

            • 3. Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC
              Peter M

              Try the following, having enabled Windows Firewall temporarily.

               

              Uninstall via Control Panel in the normal manner and then reboot.

               

              Run the MCPR removal tool and then reboot.

               

              Reinstall from your account.

              • 4. Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

                Thank you Ex_Brit for your time. I did what you wrote below, twice, and Im having the same symptoms as when they did it remotely earlier in the week. My computer randomly freezes a few seconds to minutes after bootup, or even when I tried to do a full scan of my PC. When it freezes, you see what was on the screen and the hard drive is  running, but nothing on the screen is moving at all and your mouse  cursor is also frozen. A control/Alt Delete does not work either, so you  have to do a hard reboot.I just uninstalled for the 4th time and am using WIndows Defender and  Free Avira until I can test to prove a correlation to the issues I am  experiencing. I was not experiencing any issues when using the older  McAfee 2010 User Interface that I purchases in November. Obviously, Im a  little frustrated becomes I think the correlation is clear. My PC is  running very smoothly now, however, I want to test it for 24-48 hours to  see if I experience any freezing with the free SW.  Anyway, I will see what happens. If there are  no freezes, I will have to contact the Mcafee Chat again, though Im not  sure how they are going to help me if everytime they reinstall it it  freezes thus ending the chat session. Also, the freezes are random and  Im not sure how willing they will be to sit in chat for 45 minutes if that is how long the freeze takes place. It has now happend about 6 or so times in just a couple of days. 4 on boot up a little after I am at the  desktop, one on a full scan, one while attempting to download spybot  search and destroy to see if that helped, but I wasnt able to even do  that since the PC froze halfway through lol. I also noticed that my PC seemed to be running slower then normal.

                 

                 

                Message was edited by: keithianw on 2/10/10 10:22:42 PM GMT-08:00
                • 5. Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC
                  Peter M

                  The Chat people can excalate your case and reconnect after a reboot if necessary.  Is there any clue in your Event Viewer as to what might be failing when everything freezes?

                   

                  Start>All Programs>Administrative Tools>Event Viewer  (or Computer Management>Event Viewer)

                   

                  It might be an infection so try downloading Hijackthis and post its log on one of the following forums for expert advice.  Do this anyway even if Chat connect again, it's a wise precaution.

                   

                  DOWNLOAD HIJACKTHIS

                   

                   

                  Do not post the log here, we can't help!

                   

                   

                  Post the logs at a specialist Forum:

                   

                   

                  AUMHA FORUM

                   

                   

                  BLEEPING COMPUTER FORUM

                   

                   

                  MAJOR GEEKS FORUM

                   

                   

                  MALWAREBYTES FORUM

                   

                   

                  MALWARE REMOVAL FORUM

                   

                   

                  SPYWAREHAMMER FORUM

                   

                   

                  SPYWARE INFO FORUM

                   

                   

                  WHAT THE TECH FORUM

                   

                   

                  Be sure to read all the sticky announcements/instructions at the top of each malware forum!

                   

                  Faling this is there a local PC repair place that could run some diagnostics on your machine?  You never know there could be a hardware problem.

                  • 6. Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

                    Thanks for the direction, but sometimes we have to look at things in a logical non technical way. MY PC had not freezed in well over a year. Everything was running perfectly. As soon as I was ugraded with the new McAfee UI, my PC started freezing. After 3 uninstalls and reinstalls, I went to free virus protection and Windows Defender and now my PC has not frozen in almost 48 hours of almost continuous use. That doesn't sound like a virus to me unless its a virus that specifically attacks the new User Interface of McAfee which is unlikely. I ran last night a Virus Check with Free Avira and it detected no viruses. Isn't it possible that since this is a New Interface that perhaps that is the problem as it may relate to a configuration on my PC? Is it not possible that it is the program and not a virus since with the Older 2010 Interface it worked perfectly just over a week ago???? Regardless, I will try the chat and your Hijackthis step though my own instincts tell me that assuming it is a virus is going down the wrong path.

                    • 7. Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC
                      Peter M

                      It's certainly puzzling because the new 2010 interface is specifically designed to use fewer resources, not more.

                      • 8. Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC

                        Update: Well, after testing with Free Avira and Windows Defender for more then 4 days, there was no freezing to my PC, no viruses detected. I contacted McAfee Tech Support via Chat and they esclated me to Tier 2. After being on the chat with them for over an hour, the did some clean up and then reinstalled the program. So far, more then 1 hour and no freezing, but Ill need at least 2 more days of testing to be sure. The only annoying thing was that Tier 2 never let me know when they were finished working on my PC. At one point, I kept asking are they done, or just HELLO? and no response, so I assumed that after it installed they were done. Tier 1 was more responsive and let you know step by step when they were doing something. Tier 2 may have resolved the issue, but they really need some better communication skills so you are not just sitting there for 10 minutes wondering if you should hit the download button or if they are done when nothing on the screen is moving for unusually long periods of time. While on hold, I even did a quick scan for them, but they still never responded. Oh well, Hopefully issue resolved. We shall see.

                         

                         

                        Message was edited by: keithianw on 2/16/10 1:16:45 AM GMT-08:00
                        • 9. Re: Installation of new 2010 McAfeeTotal Protection UI now periodically freezes my PC
                          Peter M

                          That's a bit odd, but at least it appears (touch wood) that they have fixed the issue.  I wonder what it was that was doing it?  They normally keep in communication with you to tell you what they are doing, perhaps it was someone new.

                           

                          Anyway, good luck!

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