1 2 3 Previous Next 20 Replies Latest reply on Sep 15, 2015 7:39 PM by Peter M

    Uninstalled, Now Can't Reinstall

    christianhaerle

      McAfee uninstalled Total Protection, now when I try to "download purchased products", it downloads the ".exe" file, but when I try to run it, it tells me to restart my computer.  I do, and then go through the same process, and am told to restart!  Help!

      I was checking for updates, when McAfee said it needed to uninstall, and then re-install.  But the re-install will not run the exe file that was downloaded, and keeps telling me to restart my computer when I try to run the .exe file.   Please help!

       

      Christian

        • 1. Re: McAfee uninstalled Total Protection, now when I try to "download purchased products", it downloads the ".exe" file, but when I try to run it, it tells me to restart my computer.  I do, and then go through the same process, and am told to restart!  Hel
          axcel3

          Have you tried:

           

          Running both of the ESET tools (they can be found here):

           

          ESET Free Tools & Utilities | Free Virus Removal Tools | ESET

           

          Running Malware bytes {Free}:

           

          https://www.malwarebytes.org/downloads/ (the Free version)

           

          Rouge Killer:

           

          RogueKiller download

           

          Stinger:

           

          Stinger | McAfee Free Tools (Be sure to choose the right download for your system: 32bit or 64bit. You can determine your install type by navigating in your computer to: CONTROL PANEL> SYSTEM, there it will tell you if you have 32 bit Win installed or 64 bit Win installed)

           

          To check for possible "silent" Rootkits, Bootkits, Spyware, Malware, Worms, Trojans and potentially remnants of a prior AV software install?

           

          Then Have you tried running the McAfee Uninstall tool:

           

          http://us.mcafee.com/apps/supporttools/mcpr/mcpr.asp

           

          And the McAfee Preinstall Tool:

           

          http://download.mcafee.com/products/licensed/cust_support_patches/McPreInstall.e xe

           

          I only ask and provide the above links because, your issue may be something preventing McAfee from installing, that McAfee itself may not be able to find (this does happen).

          All of the above, are in fact steps which are commonly suggested by Mods here to help alleviate issue (with the exception of Rouge Killer, which I have personally found to {a} be a great tool & {b} not interfere with McAfee's proper running/Installing).

           

          The only other questions would be:

           

          {1} Is all your software fully patched and up to date (All Win Updates, IE updates, Flash & Java Updates, Etc.)

          • 2. Re: Uninstalled, Now Can't Reinstall
            Peter M

            christianhaerle wrote:

             

            McAfee uninstalled Total Protection, now when I try to "download purchased products", it downloads the ".exe" file, but when I try to run it, it tells me to restart my computer.  I do, and then go through the same process, and am told to restart!  Help!

            I was checking for updates, when McAfee said it needed to uninstall, and then re-install.  But the re-install will not run the exe file that was downloaded, and keeps telling me to restart my computer when I try to run the .exe file.   Please help!

             

            Christian

            I've abbreviated your header and edited the original into the body of the post for clarity.

            That is very odd, I've never known McAfee ask to uninstall.   Check for malware as axcel3 has suggested and read the last link in my signature below.

            Make sure your system is absolutely up to date including Internet Explorer, even if you never use it.  (McAfee uses it in the background).

            Uninstall all McAfee via Control Panel > Programs and Features, reboot if asked.

            Run the McAfee Cleanup Tool and reboot.

            Reinstall from your online account

             

            If any problems, phone Technical Support, also linked below.

             

            Toronto ▪ Canada
            Volunteer Moderator - Consumer Products
            I CAN'T HELP PRIVATELY - PLEASE POST IN THE FORUMS
            Use Advanced Search To Find Answers

            Consumer Technical Support (alter Country @ top right as needed)

            Intel True Key/PasswordBox Support (alter country at top right as needed)

            Consumer Customer Service (Accounts, Billing, Registration, etc.)
            Anti-Spyware/Malware/Hijacker Tools

            • 3. Re: Uninstalled, Now Can't Reinstall
              Peter M

              Moved this to the General Discussion area.

              • 4. Re: Uninstalled, Now Can't Reinstall
                christianhaerle

                Hello Peter,

                Thank you for your reply.   I followed the steps, but I still get the same error message:

                 

                2015-09-12 McAfee reinstall error message.png

                • 5. Re: Uninstalled, Now Can't Reinstall
                  Peter M

                  If this is Windows 8 or 8.1 disable Fast Startup (it prevents the system from going any further than a hibernated state).

                  Tutorial:  Fast Startup - Turn On or Off in Windows 8

                  If Windows 10 link here:  Windows 10 Forums

                  • 6. Re: Uninstalled, Now Can't Reinstall
                    axcel3

                    I would say at this point, this issue really is one for the Software Techs at McAfee.

                     

                    There are a variety of things which could be causing the issue as you describe, having as you said followed the recommended steps.

                    To my eye the possible culprits in order of likelihood:

                     

                    Software Related:

                     

                    (1) A Conflicting Program (it happens)

                    (2) A "Bad" setting in Windows or Another program causing an issue, with Windows & McAfee

                    (3) Possibly All Available McAfee Licenses used? (If the product is MTP and you paid for the 3 user version, all 3 might be actively used, if that is the case at least one would need to be Deactivated)

                    (4) Possibly A New "Zero" Day threat that is as of yet not been noticed (this actually happened with the MyDoom Virus and Variants back in the day and does from time to time happen even now)

                    (5) An out of date program (I have personally found this to be a rare occurrence, but others have found it to be more common)

                     

                    Hardware Related:

                     

                    (1) A failing hard drive can cause issues like what you are describing

                    (2) A weakening and/or failing Power Supply Unit can cause issues like you are describing

                    (3) A failed Memory Stick (RAM) can cause issues like you are describing

                    (4) A failing Video Card can cause issues like you are describing

                    (5) A failing Motherboard can cause issue like you are describing

                     

                    I am not trying to freak you out or send you to the moon with worry or fear; just stating some of the more common issues which can cause issues with any software installation or proper operation.

                     

                    A McAfee Tech should be able to determine if the issue is Software Related or not. If a McAfee Tech determines that it I not Software Related, then contacting a Qualified Computer Hardware Specialist would be the next step to find out what hardware may be at issue (this is far cheaper than randomly replacing individual computer parts or buying a new computer).

                     

                    Just some more thoughts. Ex_Brit can tell you how to get in touch with a McAfee Software Tech (or even possibly have one contact you).

                     

                    Good luck and please let the community know what ultimately the solution is (when found) to your issue.

                    • 7. Re: Uninstalled, Now Can't Reinstall
                      christianhaerle

                      Hello Axcel3, and thank you for the info.   I neglected to mention what operating system I am using -- it is Windows 7 Home Premium.    Best regards,Christian

                      • 8. Re: Uninstalled, Now Can't Reinstall
                        axcel3

                        You are welcome; just trying to do my best to try and help.

                         

                        I do have a couple of questions, now that you have said that you have Win 7 Home Premium.

                         

                        {1} Do you know (can you state) what hardware you are running?

                        Example (my hardware config Main Computer):

                         

                        EVGA Z77 Motherboard; PCI X Creative Fatality Sound Card; EVGA Geforce GT 640 2048Mb GDDR 5 PCI x Gen 3 Video Card; Core I7 4770K Quad Core 22nm Haswell Processor; 32Gb Kingston DDR3 1033Mhz Value Ram; 800Gb Intel S3700 series SSD

                         

                        {2} Is your computer clock reading the correct time?

                         

                        The first question is asked because believe it or not the older the hardware, the more likely that there may be a conflict with the drivers/software for the hardware and newer more Up To Date Software (which operates in or nearly in a Real Time fashion; Like McAfee).

                        The older certain hardware gets the less compatible it can get with Current software programs (common reasons are due to lack of support any longer on older hardware due to that hardware being discontinued and/or something within the software for older hardware "looks" like a known exploit or has a vulnerability which can be exploited, thus AV software doesn't really like it)

                        This is really far more common than you might expect.

                         

                        The Second Question is asked, because there is a little watch battery on every motherboard (maintains timer events if no power to motherboard); these do die even if all they ever do is sit in the Motherboard (never being used);

                        If that little watch battery dies, strange things happen to the computer, which look like bigger issues.

                         

                        The classic tell for if this has happened is and always has been to see if you computers time is reading right. If you have your time zone set right, and another clock in the house has the right time and your computer does not; then most likely the little watch battery has died and needs replaced.

                         

                        If that were the case, the little watch battery is easily replaced and is rather cheap (usually under $11) and LOL can be picked up {in most cases} at a local Wal-Mart.

                        • 9. Re: Uninstalled, Now Can't Reinstall
                          christianhaerle

                          Hi Axcel3,

                          Regarding the computer clock, it has never once been wrong in the 5 years that I have been using this Samsung R530 laptop.    And even before the first time that a technician asked me about the clock as you did, I still can reliably say that I checked the clock 99% of those days because I don't own an actual clock on so I rely entirely on my laptop and my mobile phone and I would quickly notice any discrepancy between the two.    As for the hardware details, I figured a screen shot of "Properties" for "My computer" would be okay, am I right, or is there  more info that you need?   By the way, I did scroll so that properties screen so that the bottom row was omitted but only because it contained my Windows product key.   Thanks again Axcel!

                          Christian

                          2015-09-12 My Computer properties.png

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