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ERROR: McAfee cannot update your software. Please check your internet connection.


Environment

Affected Products:
McAfee SecurityCenter

Affected Operating Systems:
Windows 7
Windows Vista
Windows XP


Problem

SecurityCenter displays a message that updates are available, but when you check for an update, the following error displays:

Update Problem

McAfee cannot update your software. Please check your internet connection. If the problem continues, please contact Technical Support.

Cause

This issue is caused by a corrupt entry in the Windows registry.


Solution

Run McAfee Virtual Technician (MVT).

  1. Go to http://service.mcafee.com/TechSupportHome.aspx and click McAfee Virtual Technician on the left.

    NOTE: You can also use http://mvt.mcafee.com.
     
  2. Click Next to begin the download.
  3. When you are prompted to begin the download, click Run, then click Run again.
  4. Click I Agree to allow MVT to scan your system.
If MVT does not resolve the issue for you, or you do not want to install MVT on your computer, use one of the following workarounds.



Workaround 1

CAUTION: This article contains information about opening or modifying the registry.

  • The following information is intended for System Administrators. Registry modifications are irreversible and could cause system failure if done incorrectly.
  • Before proceeding, McAfee strongly recommends backing up your registry and understanding the restore process. For more information, see: http://support.microsoft.com/kb/256986.
  • Do not run a .REG file that is not confirmed to be a genuine registry import file.

Manually register files in the Windows registry

  1. Open the Windows registry as an Administrator.
    • If you are using Windows XP, log into your computer with the Administrator account.
    • If you are using Windows Vista or 7:
      1. Click the Windows orb and type cmd in the search box.
      2. In the results, right-click CMD and select Run as Administrator.
      3. Click Continue or Yes in the User Account Control window.
         
  2. Type each of the following commands and press ENTER after each:
    • cd\
    • cd program files
    • cd mcafee
    • cd msc
    • cd mcsubmgr
    • dir /b

  3. Look at the value returned from the last command and use the cd command to change to that directory.

    Example:
    If the value returned is 11,0,669,0, type cd 11,0,669,0 and press ENTER. 

     
  4. Type regsvr32 /u mcsubmgr.dll and press ENTER.
  5. Click OK.
  6. Type regsvr32 mcsubmgr.dll and press ENTER.
  7. Click OK.
  8. Close the command prompt window.
  9. Right-click the M icon in your taskbar and select Check for updates.

Workaround 2

Copy and paste the register command

  1. Click Start and select Run. Windows Vista and 7 users should click the Windows orb, then click in the search box.
  2. Copy and paste the following command, then press ENTER:

    Regsvr32 /u C:\Progra~1\McAfee\MSC\mcsubmgr\11,0,669,0\mcsubmgr.dll

  3. Copy and paste the following command, then press ENTER:

    Regsvr32 C:\Progra~1\McAfee\MSC\mcsubmgr\11,0,669,0\mcsubmgr.dll

  4. Right-click the M icon in your taskbar and select Check for updates.

Workaround 3

If you are uncomfortable performing the steps in the previous workarounds, reinstall your McAfee software using the steps in article TS101331 or contact Technical Support using the Chat or Phone buttons on http://service.mcafee.com.