How to troubleshoot download and installation issues with your McAfee software


Environment

Affected Suites:
McAfee AntiVirus Plus 2011, 2010 
McAfee Internet Security Suite 2011, 2010
McAfee Total Protection 2011, 2010

Affected Operating Systems:
Windows 7
Windows Vista
Windows XP

NOTE: If you are unsure what version of the McAfee Security software you have installed, see article TS101107.

Summary

This article contains quick solutions for common download and installation issues as well as links to FAQs discussing specific issues.

Use the messages presented to you during download or install to find the solution that best applies to your situation. If the quick solutions do not resolve your issue,  see the FAQs referenced in the Solution for your issue.


Solution

Errors while opening the McAfee home page
Perform basic pre-installation cleanup steps for Microsoft Internet Explorer and Mozilla Firefox. For more information, see TS100119.


If you receive an error that you have incompatible security software installed
See the appropriate article:
 

  • TS101083 - Removing incompatible third-party applications (2011)
  • TS100914 - Removing incompatible third-party applications (2010)

For slow downloads when installing McAfee Security products, or any Error 12XXX (for example: Errors 12001, 12156, or 12152):
These errors can refer to a generic network problem that has caused your download to disconnect or fail. Wait a few minutes and try your download again. If the issue persists, contact McAfee Technical Support through our online chat service at http://service.mcafee.com/LocaleSelect.aspx?sg=TS&pt=1&st=CHAT

NOTE: If you are attempting to upgrade your existing McAfee software, your computer is still protected by the currently installed version. This issue will affect only new installations.

For example, you see the following message:

Installaton Incomplete
We couldn't install any of the security features included with your software. To fix this, you can:

  • Try installing them again
  • Run McAfee Virtual Technician
     

If you are redirected to a non-McAfee website, or receive an error or blank page when you attempt to download or update your McAfee software
Your computer might be infected with a virus causing your web browser and other applications that use the Internet to be unable to access the intended websites, instead being redirected to unwanted websites or failing to load the website altogether. For more information about identifying and removing FakeAlert trojans, see TS100893.

Examples:









 



Related Information

McAfee Virtual Technician (MVT) is an automated self-healing tool that can diagnose and fix many problems related to your McAfee product and can also be used to resolve some pre-installation issues. To access MVT, go to http://service.mcafee.com/MVT.aspx?MVT=1&&lc=1033&sg=TS&pt=1.

To search FAQs for additional solutions to common issues, go to http://service.mcafee.com/FAQSearch.aspx?lc=1033&sg=TS&pt=1 .




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