4 Replies Latest reply on Sep 13, 2010 9:10 AM by Deepu_S

    Trouble Re-installing McAfee Anti-Virus

      Hi everyone.

       

      I recently had my computer infected with what turned out to be a trojan (can't remember exactly which one it was, had generic in the name I think). Unfortunately it infected my winlogon.exe file and after many attempts to rid myself of it I completely wiped my computer and reinstalled XP. Following this I went through the tedious task of updating the OS again so it was at it's final version (as from previous experience I found that it not being fully updated can lead to installation problems). After finally completing the updates I went to redownload McAfee from my subscription and go about my business worry free. Everything appeared fine, the download manager popped up and promptly downloaded the installation files and began to install. However after about a third of the bar (give or take) had filled then the manager went haywire and informed me that installation could not be completed. I have read all of the FAQs and followed their instructions to no avail. I attempted to access the chat feature but my computer decided it didn't like it and apparently I do not have the option of sending an email :/

       

      I really am at my wits end and I am becoming desperate as I need to use my computer for university work and online business, both of which I am extremely reluctant to do with the knowledge that my computer is not protected.

       

      Any help you can provide will e very much appreciated.

       

      Thank you.

        • 1. Re: Trouble Re-installing McAfee Anti-Virus
          Dinz

          Hello ,

          Could you please check the following and let us know the results;

          Restart the computer and start tapping the F8 key ,
          From the advanced boot options menu select safe mode with networking
          Run the Mcpreinstall tool from
          here
          Try reinstalling the programs from your account page.
          If you still receive the error please provide me with a screenshot for the same.

           

           

          Thread moved to Security center 10 - 2010

           

          Regards,
          Dinesh K
          McAfee Online Community Moderator

           

           

          Moved to the appropriate section  on 9/8/10 7:39:42 AM GMT-06:00
          • 2. Re: Trouble Re-installing McAfee Anti-Virus

            Hi there,

             

            I rebooted my computer in safe mode with networking however my modem does not seem to work in this mode. I had a copy of the preinstall tool already saved to my computer so I ran that and then rebooted normally before attempting an install. As before it gets to the the installation stage before failing. Here is what it says:

             

            untitled2.bmp

             

            Honestly, I'm really not sure what else I can do.

            • 3. Re: Trouble Re-installing McAfee Anti-Virus
              Dinz

              Hello ,

              Could you please contact our technical support chat through this link useful links at the top of this page so that our expert would diagnose the issue and help you getting the problem resolved.

               

              Regards,
              Dinesh K
              McAfee Online Community Moderator

               

               

              Message was edited by: Dinz on 9/9/10 2:56:12 PM GMT-06:00
              • 4. Re: Trouble Re-installing McAfee Anti-Virus

                Solution

                1. Download the MCPR tool from: http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe.
                2. Run MCPR.exe and allow it to complete. After it has completed, do not close the MCPR window.
                3. When you are prompted to reboot, click No.

                  The MCPR window displays a status. If an issue was detected, you see Incomplete cleanup.
                4. Click View Log and locate errors in the logs with the description (WINERR RegOpenKeyEx() failed. Error: 5) (with a registry key beside it).
                5. Make a note of all the registry keys showing this error because they will all need to be deleted.


                Edit the registry to find and delete any keys that have the error which could not be removed by MCPR:

                1. Click Start, Run, type regedit and click OK.

                  NOTE: Windows Vista / 7 users click the Windows button, type regedit in the search bar, and press ENTER.
                2. Locate the keys listed in the logs.
                3. Right-click one of the listed keys and select Delete.
                4. Repeat this process for each key that MCPR failed to delete.


                If the keys display a message that permission is denied:

                1. Right-click key you are trying to delete.
                2. Click Permissions.
                3. Click Add.
                4. In the Name field, type Everyone then click OK.
                5. from the list, select Everyone. Select Full Control and Allow, then click OK.
                6. Right-click the registry key and select Delete.
                7. Repeat this process for each key that failed to delete due to permission denial.


                Restart your computer and run MCPR once more to ensure it completes successfully. You can now complete the installation.