before you call support try a clean install.
ie check in add/remove programs or its Programs and features equivalent and see if Mcafee total protection is present. If it or another Mcafee product is present remove it reboot and run the mpcr removal tool reboot and run the tool below
and reinstall from your account
the mcpr tool is found here
If this does not help call technical supposrt and see what they can see causing the issue.