1 2 Previous Next 12 Replies Latest reply on Apr 11, 2010 5:46 PM by exbrit

    VirusScan update keeps restarting

      I have Security Center 9.15 and VirusScan 13.15.  It has started telling me that I am not protected and after I select "Fix" it starts downloading the latest VirusCan definitions but keeps restarting at any point during the download.  Once it made it to 94% and then restarted.  This is maddening!  Any ideas to get around this?

        • 1. Re: VirusScan update keeps restarting

          Also, when I try to download xdat or sdat from McAffee and install, it tells me that it can't find a qualifying McAfee product.  Security Center says that my dat files are out of date (obviously) but also that some components are missing and to reinstall VirusScan.  So how do I reinstall?

          • 2. Re: VirusScan update keeps restarting
            exbrit

            The DAT and SDAT downloads are only usable in the Enterprise version, not the consumer version.

             

            It sounds like your installation is corrupted somehow so 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 7,  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.

             

            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.

             

            AT&T users should go to https://uversecentral1.att.com/uvp/myhome/mam/ISS/

             

            Comcast users should consult their download page as their protection products have changed brands.  See THIS page.

             

            Cox users should go to http://www.cox.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/security/ and log in to download your  software.

             

            If all that fails to help then try Technical Support Chat via Useful Links at the top of this page.  It's free and open 24/7.

             

             

             

            Message was edited by: Ex_Brit on 11/04/10 12:46:19 EDT AM
            • 3. Re: VirusScan update keeps restarting

              Thanks.  But before I do a full uninstall, I a trying to download from my McAfee product subscription to get the install files first, and I'm encountering the same problem.  It dowloads about halfway, then restarts from the beginning.  Is McAfee's download server just screwed up tonight?  So frustrating.

              • 4. Re: VirusScan update keeps restarting
                k3tg

                ExBrit replied that you should do a complete uninstall before attempting to reinstall. The corruption he mentioned needs cleaned out first. When ready to reinstall your software, login to your account as instructed and proceed from there.

                • 5. Re: VirusScan update keeps restarting
                  exbrit

                  You can't part-download anything anyway.  What you can do is when you first click the download button and "DMSETUP" appears is "Save as" that to your desktop.  Then right-click it and go to Properties and click Unblock, then Apply and OK.   You can double-click that later to restart the download/installation.

                   

                  Infection may be preventing your download.

                   

                  Run online scans with these two online scanner:

                   

                  http://www.eset.com/online-scanner

                   

                  http://onecare.live.com/site/en-us/default.htm

                   

                  Download MalwareBytes Free from this site, update it and run it (you can keep it installed and updated for future use)

                   

                  http://www.malwarebytes.org/  (Free version is fine - button on left)

                   

                  Then run the preinstall tool here:  http://download.mcafee.com/products/licensed/cust_support_patches/McPreInstall.e xe

                   

                  If all that fails then contact Technical Support Chat via the Useful Links at the top of this page.

                   

                  Also as an afterthought, if you are using any possibly competing software remove it temporarily, any rival software, even in the past since removed, use their removal tool and, if applicable, stop using registry cleaners as they do more harm than good and often are to blame in situations such as this.

                   

                   

                  Message was edited by: Ex_Brit on 11/04/10 7:55:16 EDT AM
                  • 6. Re: VirusScan update keeps restarting
                    exbrit

                    I forgot to ask what version of Windows is this, service pack etc?   Is it up to date?  What free Hard Drive space and what RAM are installed?

                    • 7. Re: VirusScan update keeps restarting

                      It's Vista SP1.  I have over 150 gb of free space and 4 gb ram.  I'm running those scans this morning.  I tried doing the complete download first and it failed, first at the 33 mb point and then at 42 mb.  This is consistent with what I have read online from people who have the same download problems in general, their downloads stop at around 30 mb. Not sure if it's malware, my isp, or some limitation in temp file size or something else that is causing the trouble.  I do know that I have gotten around it by using Flashget instead of native Windows downloader, and things download fine with that.  And I can stream videos fine.  But I have to use the McAfee downloader for this and it has the same problems as the Windows downloader.  I'll try again later today after these scans are done and get back to you.  Thanks for all the feedback.

                       

                       

                      Message was edited by: Dobian on 4/11/10 11:20:39 AM CDT

                       

                       

                      Message was edited by: Dobian on 4/11/10 11:23:22 AM CDT
                      • 8. Re: VirusScan update keeps restarting
                        exbrit

                        OK you do need urgently to update to SP2 and it's best to disable protection anyway to accomplish that, see this thread for help:  http://community.mcafee.com/thread/2019

                         

                        Your RAM is certainly enough.   Check with your ISP if they are limiting downloads, many do, mine included and it can vary by time-of-day.

                         

                        There is always Technical Support Chat and they can on request escalate the issue to higher levels.  It's free.  See Useful Links at the top of the page.

                        • 9. Re: VirusScan update keeps restarting

                          I ran the scans and cleaned out the bad things it found, not that many.  STill stops at exactly 42,277 mb every time.  I can check with my ISP but I know I can download larger files if I use a file manager like Flashget.  I wish there was an alternative way to download McAfee again.  I'll try the tech support chat.  Thanks for your ideas.

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