9 Replies Latest reply on Oct 9, 2012 7:04 AM by exbrit

    unable to access the internet: I suspect this problem is caused by TS101446

      Hi There,

       

      Last week I logged Service request Number: 947927617 (which I am unable to find with this userid), and I was invited to phone number: 0800 028 7581.

      I was able to get through and after selecting option 1 I was directed to this issue TS101446 again.

       

      The PC that is registered with you as being licenced to run a McAfee Security Centre  is *still* unable to access the internet, and it has been this way for several months now.

       

      I have tried to follow the procedures described in Workaround #1, #2, #3 of TS101446, but without success..

      The PC with the problem is a Windows Vista PC and although I have been trying to fix this problem with an 'Admin account (with root-like priviledges), I cannot even execute 'as administrator' the MCPR.exe that I downloaded onto a portable drive this morning.

       

      SUMMARY:

      1) I log in to this Vista PC using an 'Admin' userid (which I *think* has root-like priviledges)

      2) I right click on the copy of the MCPR.exe program that I copied from the portable disk drive to C:\Bruce\MCPR.exe

      3) I see an error window pop up, with the following (exact) error message "The specified service does not exist as an installed service"

       

      • I am requesting some help from a McAfee Moderator:
        specifically that the download that is suspected of causing this problem  did get downloaded to this regisdtered users' registered PC
      • It is possible that the this PC has been 'broken' for so long now that the McAfee subscription which is renewable in Aug (I am told) has lapsed, because the PC cannot access the internet.
      • confirm that the Service request Number: 947927617 is still 'open', and perhaps explain to me how I can view the contents of this Service Request.

       

      The situation is becoming desperate, so please advise.

       

      Regards

      Jan

        • 1. Re: unable to access the internet: I suspect this problem is caused by TS101446
          exbrit

          You can't access actual service requests using a UserID without phoning Technical Support directly and you should ask them for escalation saying that TS101446 doesn't work.  However that particular article refers to an issue that only started aprroximately 4 weeks ago and was immediately fixed by either the actions in the article or a complete uninstall of the software.   It didn't happen several months ago as you state so it could possibly be some other problem in your case, such as an infection. 

          A lapsed subscription, if it is lapsed and only you or Customer Service can know that information, wouldn't cut you off from Internet access, simply send up reminders to renew, that's all it would do.

          To discuss that service request you will have to contact support again.

           

          You would have to download MCPR to the external drive and then copy it to your desktop from there and then double-click and run it (you may have to right-click > Properties and Unblock first).   Here is the link for that download:  http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe

          If it doesn't work then there is something seriously wrong with your machine and perhaps you'd best take it into a PC repair shop.  Or, if you have a Vista SP2 installation disk, format and reinstall your system, but that wiull erase all your data.

           

          That said, uninstalling McAfee using the normal method - Control Panel > Programs > Uninstall a Program should effectively do the same thing anyway.

           

          You say this is Vista, is it Vista SP2 and fully updated including IE9 and all security patches for that?   I have to ask that because it's relevant to the software not working issue.  Also have you tried right-click the network icon by the clock and selecting 'Diagnose and Repair'?

           

          Regarding Users in Vista, there are only 3 types, Administrator (which you would have to be for actioning this), a Standard user (restricted) and the Guest account, which should never be used as it's unsafe.

           

          Message was edited by: Ex_Brit on 24/09/12 3:39:00 EDT PM
          • 2. Re: unable to access the internet: I suspect this problem is caused by TS101446

            Sorry, I think I replied to someone else's Issue by mistake. Luckily I cut my reply into the buffer before hitting the reply button.

             

             

            This is my reply to the following Issue:

            unable to access the internet: I suspect this problem is caused by TS101446

             

            Hi again,

            Thank you for your prompt reply!

             

            I think that I can answer some questions:

            1) it's possible that TS101446 was only created some 4 weeks ago, but from looking at forums and searching on the internet, I would say that this problem was introduced by McAfee some months earlier. Although I do not know that this person's PC problems are caused by the McAfee download problem, I suspect that they might be.(see last McAfee's reported Last Update date below)

            2) The McAfee subscription is due for renewal on 06/08/2013, so it is current, and valid.

            3) This PC was actually taken to a repair shop They charged more than £40 for this and returned the PC with 'no fault found'. I suspect they did not even try to connect it to the internet. So this is a sensitive subject(!)

            4) This PC is running Windows Vista Home Premium SP2 32-bit, and Internet Explorer 9 Version 9.0.8112.16421, and I believe it was patched automatically sometime before it last connected itself to the internet.

            5) I cannot uninstall MCafee using theControl Panel Uninstall Program, and I tried to ininstall another application called Spotify, and got the same not very useful message "The specified service does not exist as an installed service"

             

            6) the PC is a Dell Inspiron 530S Intel Core Duo, with 3Gb memory.

             

            Now, when I open up the McAfee Security Centre application and I select McAfee Security Report, I see

            Last Update : 31/07/2012 20:13

             

            There is a Scan Report section below, and it says:
            Scan Report at 25/09/2012

            and to the right is a column with a heading "Items Detected"

            with the following table is underneath this heading:

            Viruses : 320

            Trojans : 1912

            Rootkits : 0

            Tracking cookies: 74746

             

            The meaning of his information is very unclear to me.

             

            Does it mean what it appears to mean?!

             

            That this PC is infected with :

            Viruses : 320

            Trojans : 1912

            Rootkits : 0

            Tracking cookies: 74746

             

            Or does it mean that the McAfee 'database' contains information pertaining to :

            Viruses : 320

            Trojans : 1912

            Rootkits : 0

            Tracking cookies: 74746.

             

            My question is: is this PC infected with 320 viruses and 1912 Trojans, or not?

             

            Regards

            J

            • 3. Re: unable to access the internet: I suspect this problem is caused by TS101446

              Hi there again,

               

              I have found another thread the appears to relate to the same problem that this Vista PC has:

              Currently Being Moderated

              04-Jun-2012 21:26

               

               

              It also very specifically mentioned this obscure message:

              "The specified service does not exist as an installed service".

              • 4. Re: unable to access the internet: I suspect this problem is caused by TS101446
                Hayton

                I removed the duplicate post from the other thread.

                 

                The answer to your question is that this is a running total. It's not what's just been found, it's everything that's ever been found on your system. You can ignore the tracking cookies, they're not so important. But those figures are higher than any I've seen so far. If they're correct you've had a serious problem or two in the past. When you get your connection back best keep McAfee up to date and run occasional scans with other products (such as Malwarebytes) as insurance.

                 

                If you're gettig the message "The specified service does not exist as an installed service" then you have a problem. I can't say what sort of problem because I would need to know which services are missing. You need to go either to Tech Support or to one of the specialist forums (see https://community.mcafee.com/docs/DOC-2168) to get this fixed.

                 

                It is quite possible that this is the result of a malware attack, and that you could have undetected malware on your system if the malware detection totals in Security Center are anything to go by. One possibility for the connection difficulties though is a program called Bonjour - a ZeroConfig program which is known to cause problems. If you have it on your system try disabling or removing it.

                • 5. Re: unable to access the internet: I suspect this problem is caused by TS101446

                  HI there,

                  1) You mention :

                  "The answer to your question is that this is a running total. .... But those figures are higher than any I've seen so far. If they're correct you've had a serious problem or two in the past. When you get your connection back best keep McAfee up to date and run occasional scans with other products (such as Malwarebytes) as insurance."

                  I would like to believe that this PC has never has its McAfee anti-virus software turned off - ever.

                  So I am thinking that you are confirming that despite having this AV software installed Malware/virus's etc still managed to get in, and has done so in the past.

                  You also say that you have not seen such high figures, would that suggest to you that the McAfee AV product has been switched off?

                  What other explanation could there be?

                   

                   

                  Following your Tech Doc: TS101446, I have downloaded the 6807standalonetool.zip onto a portable drive and attached it to this problem pc, and then I booted it in Safe Mode with Networking.

                  Using the Administrator ID, I ran this program and it almost immediately notified me "that I needed to reboot the PC for it to take affect", it did not take minutes "doing something" before that message window popped up - it was almost immediately, as if it did not really do anything at all...

                  I could not see any evidence of a log file in the directory containing the zip program, nor could I see any information in the McAfee Security Centre Screens/Online Reports to indicate that it was aware that I had run this 6807standalone.zip program.

                  Question: How would I confirm that this program actually did anyting? Is there a Log file for me to review?

                   

                  2) I believe that this PC is still presenting this error message ""The specified service does not exist as an installed service"", it certainly still cannot conntect to the internet.

                  I also notice that when this PC is booted up in Normal mode, that it is *exceptionally* slow at doing anything at all. (is that symptomatic of a virus malware infection?)

                  Even clicking on the Start button is tortuous.

                  It is not slow at all when this PC is booted in Safe Mode with and without Networking.

                  The networking functionality does not work in any case.

                   

                  3) You mention following procedures documented in: https://community.mcafee.com/docs/DOC-2168

                  You say that the approach should be to run one or more standalone anti-virus checkers, (in" Safe Mode with Networking", I suppose?) in an attempt to isolate and remove virus's and malware and other nasty's.

                  It is kind of implied that once that is done, then i would need (as priviledged user) to  uninstall McAfee entirely to regain network/internet access.

                   

                  4) I should then uninstall the Apple Bonjour' service/application.

                   

                  5) Then,once internet access is restored, I would presumably re-download McAfee using the previously established Licence code that is associated with this user account.

                  I must say, I dont see any licence code associated with this account, so how would I find it? using this userid and accessing this McAfee support website?

                   

                  Regards and thanks for your patience.

                  • 6. Re: unable to access the internet: I suspect this problem is caused by TS101446

                    Update (ii)

                    I downloaded and have run the McAfee Stinger stand-alone program on 8th oct 2012.

                    It reported no virus's and said it scanned 32767 file to tell me this.

                    I used the default options, which was 'scan and fix' and sensitiviy='medium'.

                    Perhaps I should run:  RootkitRemover next?

                     

                    Regards

                    • 7. Re: unable to access the internet: I suspect this problem is caused by TS101446

                      Update (iii),

                      Tonight, on 8th October 2012, I have downloaded and run the Rootkitremover tool, without success.

                      I logged on using the Admin account (I believe that this account is the only one with administrator privileges), and I got the following error messages:

                      "Rootkit Remover v0.8.7

                      McAfee Labs.

                       

                      Initializing...

                      Error loading service

                      Please ensure to run this tool as administrator

                      Press any key to exit."

                       

                      I see that word service again. I guess it had a special meaning in the Microsoft world?

                      I booted this PC in Safe Mode with Networking, and logged on with the Admin userid.

                       

                      Regards

                      • 8. Re: unable to access the internet: I suspect this problem is caused by TS101446
                        Hayton

                        You've got Vista, and I think in Vista you need to save Rootkit Remover to the Desktop and then right-click on the icon as select "Run as Administrator" for it to work properly. Peter (Ex_Brit) has a Vista machine, so he'll be able to tell you if that's correct.

                         

                        If Stinger hasn't found anything that's good. If you were to run it with sensitivity=High the scan would take longer, but Stinger still only checks for a prevalent subset of malware. The full database of threats is far larger than the list that you can see in Stinger.

                         

                        RootkitRemover is a very specialised program so don't read too much into it if it finds nothing.

                         

                        After those two, run Malwarebytes. This may detect things that McAfee deliberately ignores (PUPs and so on). Remember to make sure that the P2P option is checked - most people run MWB with P2P scanning turned off.

                         

                        If you still have connectivity problems I've made a list of basic troubleshooting checks to run from a command window. Does Vista still have one of those?

                        • 9. Re: unable to access the internet: I suspect this problem is caused by TS101446
                          exbrit

                          Yes in Vista you would do as you stated.  Same in Windows 7.

                           

                          Vista, Windows 7 and 8 for that matter all have the Command Prompt window, same as previous systems.

                           

                          Message was edited by: Ex_Brit on 09/10/12 8:04:56 EDT AM