How to resolve Verify Subscription/Subscription Expired errors with the Subscription Repair Tool


Environment

Affected Suites:
McAfee Total Protection 2011, 2012
McAfee Internet Security Suite 2011, 2012
McAfee AntiVirus Plus 2011, 2012

Affected Operating Systems:
Microsoft Windows 7
Microsoft Windows Vista
Microsoft Windows XP

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


Problem

Some users report that they receive messages stating that their subscription has expired despite a recent renewal or a subscription with several months left.

The McAfee product might display this problem as a red banner with the text 'Your computer is at risk. Renew your subscription' or a popup alert with the text 'Protect what you value.'


Cause

These subscription messages can occur for various reasons including:

  • Issues with your Internet connection or incorrect computer settings
  • Local account issues
  • A problem with your information in McAfee's database (very rarely)

Solution 1

This article contains the steps to troubleshoot all potential causes of this problem. Perform each set of solution steps in the order they are listed. If you resolve your issue before reaching the end of this article, stop there. You do not have to continue unless the problem still occurs.

Check computer settings
The first things to check are the settings on your computer such as the time and date.

  1. Ensure you are connected to the Internet.
  2. Log in to https://home.mcafee.com/Secure/Protected/Login.aspx and verify that your subscription is up to date.

    To view a video tutorial of this step, see: TU30246 - How to validate your McAfee subscription information.

    NOTE: Adobe Flash Player is required to view the tutorial. For further details, go to: http://www.adobe.com/products/flashplayer/.
     
  3. Verify that your system date, time, and time zone are correct.
  4. Double-click the clock in the bottom right corner of your desktop.
  5. If necessary, adjust the time zone, date, and time. 
If the issue is not resolved, continue to the next solution.

Solution 2

Refresh local account data
Ensure that the account information on your computer matches the information on McAfee's servers.

  1. Right-click the M icon.
  2. Select Verify Subscription and wait for it to complete.
  3. Right-click the M icon again.
  4. Select Check for updates and wait for it to complete. If requested, restart your computer.
Wait a few minutes to verify the protection banner stays green. If the issue is not resolved, continue to the next solution.

Solution 3

Recreate local account data
If the issue continues, the files on your computer that contain your account data may be corrupted. Perform these steps to delete and recreate them.

  1. Disable Access Protection:

    1. Double-click the M icon in your taskbar.
    2. Click Navigation.
    3. Select About. Note the name of your product suite (for example, McAfee Total Protection, McAfee Anti-Virus Plus).
    4. Click the X to close the About window.
    5. Select General Settings and Alerts.
    6. Open the Access Protection drawer.
    7. Deselect the option Use Access Protection.
       
  2. Rename the cached account data file:

    1. Open Windows Explorer and navigate to the cache folder at: 

      %ALLUSERSPROFILE%\Application Data\McAfee\MSC\cache

      NOTE: If the folder does not exist, continue to the Step 3 (Rename the current account data file).
       
    2. Right-click the McSubDB.bak backup account file (if it exists).
    3. Select Rename, and name the file McSubDB.OLD.
       
  3. Rename the current account data file:

    1. Navigate to the folder: %ALLUSERSPROFILE%\Application Data\McAfee\MSC\
    2. Right-click the McSubDB.dat active account file (if it exists).
    3. Select Rename, and name the file McSubDB.OLD.
       
  4. Confirm that the account database is no longer available to the SecurityCenter. Right-click the M icon in your taskbar and select Verify Subscription. You should see a Verify Subscription message or Update Problem message similar to the following:

    Update Problem
    We're very sorry, but McAfee is having a problem installing protection updates for your
    product. To make sure McAfee protects you with critical updates, please reinstall your
    product or contact Support.

     
  5. Open Internet Explorer and go to: http://download.mcafee.com/molbin/iss-loc/mmi/en-us/6.1.112/3/subdbfix.exe.
  6. Click Download, and save the file to your desktop.
  7. Double-click SubDBFix.exe (for Windows 7/Vista, right-click the file and select Run as Administrator).
  8. When requested, type  your McAfee account credentials (the email address and password you purchased with).
  9. Select the product suite installed on your computer and click Next.
  10. After the tool completes, restart your computer.
  11. After restarting your computer, right-click the M icon and select Verify Subscription.
  12. Right-click the M icon again and select Check for updates...
  13. Restart your computer.
  14. Re-enable Access Protection:

    1. Double-click the M icon in your taskbar.
    2. Click Navigation.
    3. Select General Settings and Alerts.
    4. Open the Access Protection drawer.
    5. Select Use Access Protection.
    6. Close SecurityCenter. 
       

If your product still displays the red banner and reports that your computer is at risk, after completing all of these procedures, uninstall and reinstall the product using the steps in article TS101331.


 

Related Information

The paths presented in this article make use of local system variables. This allows the use of one path within the article that works for all versions of Windows. After the window opens, you will see the actual local path.

The path %ALLUSERSPROFILE%\Application Data\McAfee\MSC\... contains both the environment variable %ALLUSERSPROFILE% followed by the absolute path \Application Data\McAfee\MSC\...

Windows 7/Vista
On Windows 7/Vista, the variable %ALLUSERSPROFILE% redirects data to  \ProgramData\.

Windows XP
On Windows XP, the variable %ALLUSERSPROFILE% places data in \Documents and Settings\All Users\.



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