2 Replies Latest reply on Jul 8, 2012 2:18 PM by Hayton

    PROBLEMS REINSTALLING MCAFEE

      Hi all,

       

      I recently bought a Dell computer with 15 months of Mcafee subscription included. A couple of days later I found I could no longer get on-line, then I noticed that my firewall was not switched on under Email and Protection, despite other areas of Mcafee assuring me it was. Upon trying to switch it on I found it would immediately turn itself back off, and almost all of the functions of Mcafee were greyed out.

       

      My wife decided to uninstall Mcafee with the intention of reinstalling it, although upon trying to connect to ANY Mcafee website to reinstall the product, I am either redirected to google or a 404 error page. My wife apparently found an email address with which to contact them, although there was still no response after several days, so I resent the email with an additional complaint regarding the lack of service.

       

      In response I received an automated email which informed me that my sent email had been directed to support@mcafee.com and that this site was not monitored. I repeat NOT MONITORED! Makes you wonder why it's called a SUPPORT site.

       

      They suggested I try their 'award-winning' support.http//:service.mcafee.com which simply takes me to google.

       

      After hours of searching the web all I can find is a phone number for somewhere in America, and I refuse to spend a fortune translating this issue over a call.

       

      This is easily the worst service I've ever experienced and I'm at my wits end.

       

      Please, somebody, anybody, help me out here.

       

      Many thanks in advance.

       

      Paul.

        • 1. Re: PROBLEMS REINSTALLING MCAFEE
          Peter M

          There's only one account page and yours would be https://home.mcafee.com/secure/protected/login.aspx?rfhs=1

           

          Not sure which page you were trying for support but you can phone Technical Support or use the online chat as much more effective means of communication than an email and it's free.   Emails often come from addresses that do not accept replies, a common industry practice to prevent abuse, that's probably what you saw regarding not monitored and that method is by far the slowest way of getting support.

           

          Technical Support for all things to do with product issues:  http://service.mcafee.com/TechSupportHome.aspx?lc=2057&sg=TS  You'll see tabs on the left for phone and chat

          Customer Service for all account issues:  http://service.mcafee.com/CustomerService.aspx?lc=2057&sg=CS&pt=1 again the tabs will be there.

           

          Those links are also available under Useful Links at the top of this page or right-click your taskbar icon by the clock and select Get Help.

           

          However, the fact that you are redirected when you try to reach a McAfee page indicates to me possible spyware infection.   So I moved this thread to that section in case.

           

          The first thing to try would be System Restore to before all this happened and you should perhaps run a scan using Stinger and Malwarebytes Free, see this link for help and links:  https://community.mcafee.com/docs/DOC-2168

           

          If System Restore is successful make sure you update your system and McAfee right afterwards.

           

          If there is no spyware present then try the following.

           

          Uninstall everything via Control Panel > Programs > Uninstall a Program (Add ot Remove a Program in XP)

           

          Then run the MCPR cleanup tool and reboot.  (Listed under Useful Links at the top of this page)

           

          Reinstall from the online account.

           

          If you still have questions I need more information.  

           

          Your operating system and service pack, what version of Internet Explorer is installed, regardless of what browser is your default one.

           

          Any strange popups?

           

          Message was edited by: Ex_Brit on 08/07/12 7:45:18 EDT AM
          • 2. Re: PROBLEMS REINSTALLING MCAFEE
            Hayton

            Moved out of Security Awareness to Home & Home Office General Discussion.