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How to resolve issues installing AT&T Security Suite when older versions of the security applications fail to uninstall


Solution

AT&T Security Suite fails to install when older versions of the security applications are already installed

 

Affected Suites: Affected Products: Affected Operating Systems:

AT&T Security Suite
 

AntiSpyware
Personal Firewall
QuickClean
SecurityCenter
SiteAdvisor
VirusScan

Windows XP
Windows Vista
Windows 7
 



Description
The most recent version (6.0.1) of the AT&T Internet Security (offered by Bell South and powered by RadialPoint) should uninstall automatically when the new version of AT&T Internet Security Powered by McAfee is installed. Older versions of the AT&T Internet Security Suite may fail to uninstall automatically and they must be removed manually before the new security suite can be installed successfully.

If the automatic uninstall does not remove the software applications, you will receive this message:



McAfee does not recommended that you skip past this warning. Having an older or incompatible security product may cause your new AT&T Security Suite to function incorrectly. To ensure AT&T Security Suite will function normally, remove the conflicting applications by using either the Windows Add/Remove Programs (Programs and Features in Windows Vista / 7) or vendor specific product removal tools. 



Solution
When removing an application from a computer, AT&T recommends that you use the built in program tool available in the operating system.

Before uninstalling the application, save all of your work in progress, exit all applications, and restart your computer. This will clear any pending update actions that would normally take place after a restart. 

Step 1 - Use Windows program removal tools

  • Windows XP:

    1. Click Start, Settings, and select Control Panel
    2. Double-click Add or Remove Programs
    3. Select the AT&T Internet Security application. 
    4. Click Remove and follow the steps provided. 
       
  • Windows Vista / 7:

    1. Click the Windows OrbSearch, and type PROGRAMS AND FEATURES.
    2. In the search results under Control Panel, double-click Programs and Features
    3. Select the AT&T Internet Security application. 
    4. Click Uninstall and follow the steps provided.
If this operation fails, continue to the step below to run the removal tool.


Step 2 - Use the AT&T Clean up Utility to remove AT&T Internet Security Suite

For the full article on how to remove older security products, click the following link:
http://securityhelp.bellsouth.net/index.php?ToDo=view&Frame=1&questId=493&catId=13 
 

  1. Click the following link and save the cleanup utility to your Desktop:

    http://radialpoint.cdnetworks.net/radialpoint/RPS90/41286/RpsUU.exe 
     
  2. Double-click the RpsUU.exe file.
  3. Click Yes to begin the uninstall.
  4. Click Yes when prompted to restart the computer.

    NOTE: After the removal program has completed you must restart your computer.
For the full article on how to remove older security products please see http://securityhelp.bellsouth.net/index.php?ToDo=view&Frame=1&questId=493&catId=13. If you still get the Remove Incompatible Software message, it's likely a reference to the old application remains in the catalogue Windows uses to record what software is currently installed. This will not affect the function of the AT&T Security Suite and can be ignored. If you have completed all of the steps above, click the Skip button to continue your installation. You will see the warning message below:



Click Yes to skip the warning and continue your installation.