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You have no Internet access and/or see error messages from McAfee on your computer


Environment

Affected Suites:
All McAfee suites

Affected Products:
VirusScan

Affected Computer Operating Systems:
Windows XP
Windows Vista
Windows 7

Summary

McAfee recently issued a software update that resulted in some customers experiencing a loss of Internet access and/or receiving error messages from McAfee.

McAfee customers who are unable to access the Internet or receiving error messages from McAfee including “Your Computer is at Risk” messages on the Console:
 
Do you have access to the Internet?
  • If NO, go to Solution 1.
  • If YES, go to Solution 2.
NOTE: For a more detailed description of the errors, see the following Problem statements.

Problem 1

You are unable to access the Internet. You might see errors in your web browser or a notification in the Windows system tray that there is an issue with your network connection.

Problem 2

You cannot perform any actions in the McAfee SecurityCenter console. You see one of the following errors when you perform any operation in the McAfee SecurityCenter console such as scans and updates OR You open your McAfee SecurityCenter console and see a “Your Computer is at Risk” message stating “Real-Time Scanning: Off”:

  • McAgent .exe –Application error -Error 0xc000009a
  • Script :misp://C:\Progra~1\McAfee\VIRUSS~1\VSJSRes.dll::ScanRunningMasthead.JS
This makes the McAfee SecurityCenter console unusable and in some cases causes mcagent.exe to crash.





Solution 1

If you do not have access to the Internet, please use this process to restore your Internet access before you continue to the next workaround.

If you do have Internet access, go directly to Solution 2.

  1. Restart your system in Safe mode with Networking by doing the following:

    1. Save your data and close all open programs.
    2. Restart you computer.

      When it is starting, press the F8 key repeatedly until you enter the Advanced Boot menu.

      NOTE: Faster systems may start before you can press the F8 key. If you are unsuccessful in entering Safe Mode and your computer turns on normally, turn off the computer, press and hold the F8 Key while turning power button back on. (This may take more than a minute.)

      If you are using a laptop computer, your WiFi connection may not function on Safe mode. Please use a network cable to connect your laptop to your router or modem.
       
    3. When the Advanced Boot menu appears, use the arrow keys  on your keyboard to select Safe Mode with Networking and then press ENTER. 

       
  2. When Windows finishes starting in Safe mode, open Internet Explorer and try going to a few well-known web pages.

    • If you can successfully get to the Internet, continue to Solution 2.
       
    • If you still cannot access the Internet, go to the steps in Solution 3

       

Solution 2

Run the McERTFix tool to fix the issue.

To download and run the tool:

  1. Launch a web browser and go to:

    http://download.mcafee.com/products/licensed/cust_support_patches/6807standalonetool.zip
     
  2. Save the file to your desktop.
  3. Right-click 6807standalonetool.zip, select Extract all, and choose the location where you want to save the files.
  4. Open the folder where you extracted the files. 
  5. Double-click McERTFixWrap.exe to launch the tool.

    NOTE: Windows Vista and 7 users may be prompted to allow the application to run. Click Yes in the User Account Control dialog if prompted.
     
  6. The tool will run silently and may take several minutes to complete. When the tool completes, you will be prompted to reboot the computer.
  7. When the computer restarts, it may take several minutes for Internet connectivity to be restored. 

To ensure that your McAfee software is working properly:
After the computer restarts please confirm the following:

  • You can access Internet resources by going to familiar web pages.
  • You can open the McAfee SecurityCenter by double-clicking the M icon in the Windows system tray.
  • When McAfee Security Center opens, the status bar should be green and state that "Your computer is secure".
  • Ensure that an update will complete successfully:

    1. Click the Updates drawer.
    2. Click Check for Updates.

Run a quick scan
After you have confirmed Internet access and updated the software, perform a quick scan:

  1. Double-click on the M icon in the Windows system tray.
  2. Click the Real-Time Scanning drawer.
  3. Click the Scan your PC option.
  4. Click Run a quick scan

After you have confirmed that the tool was successful, delete the tool and any associated files from your computer. McAfee recommends that you visit the Technical Support area of http://service.mcafee.com and run the McAfee Virtual Technician tool to ensure that your product is functioning correctly.

If you still receive errors, go to Solution 3.
 

Solution 3

If you are unable to resolve the issue using Solution 2, uninstall and reinstall your McAfee products.

  1. Uninstall your McAfee consumer products using Add/Remove Programs in the Windows Control Panel:
     
    • Windows Vista and 7
       
      1. Close all McAfee program windows that are open.
      2. Click Start or the Windows orb (located on the bottom left of your screen).
      3. In Search box, type Programs and Features, and click Go.
      4. Double-click Programs and Features
      5. Select McAfee SecurityCenter, click Uninstall, and follow any on-screen prompts.
         
    • Windows XP

      1. Click Start (located on the bottom left of your screen).
      2. Select Settings and go to Control Panel.
      3. Double-click Add or Remove Programs.
      4. Select McAfee SecurityCenter, click Remove, and follow any on-screen prompts.
         
  2. When the uninstallation completes, restart your computer.
  3. When your computer restarts, go to http://home.mcafee.com and log in to download your products. For instructions on how to reinstall your McAfee products, see TS100342.

    IMPORTANT: If your security products are provided by a broadband Internet Service Provider (ISP), such as AT&T, Comcast, and Time Warner, please log in to the account for your ISP to download and reinstall the current McAfee software.  

If you have issues removing the product from the Control Panel, run the McAfee Consumer Product Removal (MCPR) tool, then reinstall your products.
  1. Download the latest version of the MCPR tool from the following location:

    http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe

    IMPORTANT: The MCPR tool is updated periodically when new McAfee updates and products are released. Always download a new copy of the MCPR tool before you use it to uninstall your product.

     
  2. Navigate to the folder where you saved the file and double-click MCPR.exe.

    NOTE: Windows Vista and 7 users, right-click MCPR.exe and select Run as Administrator. If you receive a User Account Control dialog, click Yes to allow the program to run.

     
  3. At the McAfee Software Removal screen, click Next.
  4. At the End User License Agreement (EULA) dialog, click Next to accept the agreement.
  5. When prompted, type the CAPTCHA information to validate application security and click Next.
  6. If you have Family Protection installed, type your Administrator user name and password, then click Next.

    If you are unable to authenticate, follow the on-screen instructions to obtain an uninstall code.

     
  7. When you receive the message CleanUp Successful, restart your computer to complete the uninstallation.
  8. When your computer restarts, go to http://home.mcafee.com and log in to download your products. For instructions on how to reinstall your McAfee products, see TS100342

    IMPORTANT: If your security products are provided by a broadband Internet Service Provider (ISP), such as AT&T, Comcast, and Time Warner, please log in to the account for your ISP to download and reinstall the current McAfee software.
McAfee recommends that you visit the Technical Support area of http://service.mcafee.com and run the McAfee Virtual Technician tool to ensure that your product is functioning correctly.