4 Replies Latest reply on Sep 13, 2011 11:34 AM by vinman

    Total Protection not installing properly

      Hi,

       

      I had 2 McAfee SecurityCenter licenses which worked like a charm for 3 years. However, they were due for renewal 2 months back and McAfee offered me their "Total Protection" product (with 3 licenses), which I bought. My trouble started as soon as I installed this product. First of all, the "Real Time Scan" is always turned off. Even if you turn it on, it will turn off by itself in 10-15minutes. Secondly, the "Total Protection" product reverted to my old "Security Center" looks (which includes product title etc) and showed my old Security Center's expiry date instead of the new expiry date of the Total Protection product. At this point, I decided to call McAfee customer care.

       

      Customer care instructed me to reinstall the "Total Protection" product and run a "Subscription Fixing" tool that they provided. This fixed the second problem mentioned above, but the first problem of "Real Scan" turning off persisted. So, I called customer care again and this time they instructed me to uninstall the product, reboot, run a McAfee removal tool and if this was successful, install the product again. However, the removal tool kept failing with a message - "Uninstallation Incomplete".  Calling customer care after this didn't help because all they made me do was repeat the "reboot - run removal tool" steps for 6 times(without asking for the removal tools logs) ensuring that I will get another customer care personnel the next time I call in. At the end of all this, they said that they can't help and that they are escalating it to someone else who might take a day or two to respond(this hasn't happened till now). Now, in this time my system doesn't have an anti-virus installed. So, I decided to install the "Total Protection" product again. This time the "Anti-Virus" and "Anti-Spyware" didn't get installed and repeated attempts didn't make a difference.

       

      Now, I decided to run MVT and found a lot of errors. I am not sure how to move forward from here. What can I do now? Any help would be much appreciated.

       

       

      MVT log:-

       

      MVT Information
      MVT Version :6.0.0.0
      System Information
      Operating System :Microsoft Windows Vista Home Premium EditionHome Edition (Build 6002)
      Service Pack :Service Pack 2.0
      Language :0409
      Internet Explorer Version :9.0
      Internet Explorer Language :en-us
      System Drive Type :NTFS
      Physical Memory Available :2097151
      Physical Memory Total :2097151
      Virtual Memory Available :6005344
      Virtual Memory Total :7523592
      System Architecture :x86 Family 6 Model 23 Stepping 6Intel(R) Core(TM)2 Duo CPU T9300 @ 2.50GHz
      Date Time :09/12/2011 18:13:36
      Time Zone :GMT +05:30
      Product Details
      Product Name:VirusScan - McAfee Total Protection
      Product Version:15.0.291
      Language:en-au
      Partner:Dell
      Health Check Details
      Registry OK
      File 10 file(s) incorrect
      Expected File not Present
      File: c:\program files\mcafee\virusscan\mcctxmnu.dll
      Expected File not Present
      File: c:\program files\mcafee\virusscan\mcods.exe
      Expected File not Present
      File: c:\program files\mcafee\virusscan\mcodsax.dll
      Expected File not Present
      File: c:\program files\mcafee\virusscan\mcodsps.dll
      Expected File not Present
      File: c:\program files\mcafee\virusscan\mcodsshm.dll
      Expected File not Present
      File: c:\program files\mcafee\virusscan\mcqtax.dll
      Expected File not Present
      File: c:\program files\mcafee\virusscan\mcvsoins.dll
      Expected File not Present
      File: c:\program files\mcafee\virusscan\mcvspp.dll
      Expected File not Present
      File: c:\program files\mcafee\virusscan\mcvsshld.exe
      Expected File not Present
      File: c:\program files\mcafee\virusscan\mvsoem.dll
      Process OK
      Service 1 service(s) incorrect
      Expected Service not Present
      Expected : installed
      Existing : not installed
      Service: mcnaiann
      COM 4 component(s) incorrect
      Expected COM Component not Present
      Component Name: McVSApp2 Class {21924a5a-a65a-47f7-9f21-5ca2ec954504} c:\program files\mcafee\virusscan\mvscfg.dll
      Expected COM Component not Present
      Component Name: McVSApp Class {68e641dd-0ff3-4c19-9499-985eca497c06} c:\program files\mcafee\virusscan\mvscfg.dl
      Expected COM Component not Present
      Component Name: McAfee VirusScan Announcer Subsystem Class {a737699f-3765-4b1d-adaf-77424e23a9fa} c:\program files\mcafee\virusscan\naiann.dll
      Expected COM Component not Present
      Component Name: McAfee MCODS Shim {16453650-8364-4e9c-b891-1cf822b38f2e} c:\program files\mcafee\virusscan\mcodsshm.dll
      DAT and Engine OK
      Top Issues OK
      SYSTEM OK

      Product Name:QuickClean and Shredder - McAfee Total Protection
      Product Version:11.0.393
      Language:en-au
      Partner:Dell
      Health Check Details
      Registry OK
      File OK
      Process OK
      Service OK
      COM OK
      Top Issues OK
      SYSTEM OK

      Product Name:SecurityCenter
      Product Version:11.0.586
      Language:en-au
      Partner:Dell
      Health Check Details
      Registry OK
      File OK
      Process OK
      Service OK
      COM OK
      Top Issues OK
      SYSTEM OK

      Product Name:SiteAdvisor
      Product Version:3.3.133
      Language:en-au
      Partner:Dell
      Health Check Details
      Registry OK
      File OK
      Process OK
      Service OK
      COM OK
      Top Issues OK
      SYSTEM OK

      Product Name:Personal Firewall - McAfee Total Protection
      Product Version:12.0.344
      Language:en-au
      Partner:Dell
      Health Check Details
      Registry OK
      File 1 file(s) incorrect
      Expected File not Present
      File: c:\program files\mcafee\mpf\mpfdata.inf
      Process OK
      Service OK
      COM 5 component(s) incorrect
      Expected COM Component not Present
      Component Name: MPF API Class {01a3b960-21a7-4231-909e-7597d17ef4a5} c:\program files\mcafee\mpf\mpfapi.dll
      Expected COM Component not Present
      Component Name: MPF Application Info Class {447cae10-7647-45f9-9ad8-68243ed5a2da} c:\program files\mcafee\mpf\mpfpp.dll
      Expected COM Component not Present
      Component Name: MPF Log Action Class {820b1f90-f6df-4f3a-9658-2a2e12f7b57c} c:\program files\mcafee\mpf\mpfpp.dll
      Expected COM Component not Present
      Component Name: MPF Event Handler Class {90dbdd22-4a4a-4b23-8bbc-969c9869e1d6} c:\program files\mcafee\mpf\mpfevt.dll
      Expected COM Component not Present
      Component Name: MPF Recent Event Action Class {bd7ec3d0-8a8f-4ab8-9070-07997206d505} c:\program files\mcafee\mpf\mpfpp.dll
      Top Issues OK
      SYSTEM OK

      Product Name:Parental Controls - McAfee Total Protection
      Product Version:13.0.286
      Language:en-au
      Partner:Dell
      Account ID:63365191
      Health Check Details
      Registry OK
      File OK
      Process OK
      Service OK
      COM OK
      Top Issues OK
      SYSTEM OK

      Product Name:AntiSpam - McAfee Total Protection
      Product Version:12.0.292
      Language:en-au
      Partner:Dell
      Account ID:63365191
      Health Check Details
      Registry OK
      File OK
      Process OK
      Service OK
      COM OK
      Top Issues OK
      SYSTEM OK

      Product Name:McAfee Anti Theft
      Product Version:2.0.403
      Language:en-au
      Partner:Dell
      Health Check Details
      Registry OK
      File OK
      Process OK
      Service OK
      COM OK
      Top Issues OK
      SYSTEM OK

      Product Name:McAfee Network Agent
      Product Version:5.0
      Language:en-us
      Partner:Dell
      Health Check Details
      Registry OK
      File OK
      Process OK
      Service OK
      COM OK
      Top Issues OK
      SYSTEM OK

      Product Name:Network Management Console
      Product Version:5.0
      Language:en-us
      Partner:Dell
      Health Check Details
      Registry OK
      File OK
      Process OK
      Service OK
      COM OK
      Top Issues OK
      SYSTEM OK