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Unable to connect to the Internet after a recent McAfee update


Environment

Affected Suites:
McAfee AntiVirus Plus
McAfee Internet Security
McAfee Total Protection

Affected Products:
Firewall

Affected Operating Systems:
Windows 7
Windows Vista
Windows XP


Summary

Some customers have reported they are unable to access the Internet directly after a McAfee product update prompted them to restart their computer.

Cause

This is an emerging issue, and a root cause has not yet been identified.


Workaround 1

McAfee is working with several customers to identify the cause of this issue and produce a solution. Until this issue is resolved, try the following workarounds in order; they have been found to resolve the issue for most of our customers affected. 

Disable the Bonjour service
If you have previously installed Apple iTunes, the Bonjour service loads each time Windows starts.

  1. Click the Windows orb and select the Search box.

    NOTE: Windows XP users, click Start and select Run.
     
  2. Type services.msc and press ENTER.
  3. Double-click the Bonjour Service.
  4. Click Stop.
  5. On the drop-down menu beside Startup type, select Disabled.
  6. Click Apply.
  7. Restart your computer.
If you can access the Internet after the restart, you do not need to use any of the additional workarounds.

If you are still unable to access the Internet, try repairing your Internet connection as shown in the next workaround.

For more information on the Bonjour Service please see https://developer.apple.com/opensource/.

Workaround 2

Reset your network connection

  1. Click the Windows orb and select the Search box.

    NOTE: Windows XP users, click Start and select Run.
     
  2. Type the following command and press ENTER:

    cmd   
     
  3. At the prompt, type the following command and press ENTER:

    ipconfig /release   
     
  4. At the prompt, type the following command and press ENTER:

    ipconfig /renew
NOTE: This returns Internet access, but you must do it each time you start Windows.

If you would prefer a workaround that does not have to be performed at each start, reinstall your McAfee Suite without the firewall module as instructed in the next workaround.

Workaround 3

Reinstall your McAfee suite without the firewall
IMPORTANT: Although McAfee does provide the following information to reinstall without the firewall, we recommend you use this workaround only if the previous workarounds did not allow you to access the Internet, or if the firewall issue described in this article is urgently impacting your ability to perform vital tasks. Installing without a firewall leaves your computer vulnerable to some threats and is not recommended. 

  1. Use the instructions in TS101331 to uninstall and reinstall your products using the MCPR tool.
  2. Follow the on-screen instructions to install your product. When prompted, select Custom Install and deselect the firewall.
  3. After the installation completes, restart your computer.
     

Related Information

McAfee apologizes for the inconvenience this issue might cause, and we are working to resolve it as quickly as possible. Bookmark this article, because updates and details will be added as they become available.