Help Please! Full scan freezing at 99% - Tech support doesn't seem to be able to do much?

[JKyv]

Hi community 

I have an issue with Full Scans freezing at 99%. Quick scans work without issue. 

I have spent close to three hours with online support - who have remoted into my laptop and done a bunch of things - but hasn't resolved the issue 

Have uninstalled and reinstalled McAfee (user and administrator level) 

Cleared all cache

Run all updates 

Repeated the above 

Tech support has downloaded and obtained key log files 

Cleared space on hard drive 

I am still having the issue

All the posts in the community forum seem to be from at least six years ago 

Is anyone able to help / provide any thoughts on how I can get a full scan to complete?

[GaneshR]

Hi @JKyv 

Greetings from McAfee!!!

Sorry for the inconvenience caused. McAfee is already aware of this issue and working on a patch fix for this issue. We will keep the thread updated.

Alternatively, you can reach McAfee consumer support for more information.

McAfee Consumer Support

Regards

Ganesh Raju R

[JKyv]

Hello 

Is there any updates on this?

[ElaineQ]

I have the same issue. LiveSafe scan stops at 78%. Isn't consuming a lot of resources either. Just stops. This is my third attempt in the last few weeks. Windows 10. Started after the major update a few weeks ago.

[Peacekeeper]

@GaneshR  any movement on this issue

[JKyv]

Just by way of update on my end - there has been very little interaction or updates from McAfee. 

So in my case, that issue remains - still freezing at 99%. Also not using a lot of resources - just seems to sit there. 

All I have been able to get from online support is that it is a global issue and they are working on it.

Every time I have logged in to check up on the issue, I get a new case number, so really hard to track it. At the moment I believe they have only one open and pending case for it - but very hard to track (that's more on my end from tracking I think though). So it may not even be in their system anymore. 

Certainly no proactive updates from McAfee to me at all - other than to say they are closing the open cases. Which I have now stopped responding to - as I've spent probably five - six hours with them / waiting for them / updating them / re-explaining the situation. 

In my instance, despite numerous attempts to contact McAfee, multiple reinstalls, tech logging into my computer and downloading a heap of log files, admin set up, admin install, there have been no changes or improvements. 

I've actually just bought another laptop to avoid any possible virus breaches, as I use it for work. 

So, not a fantastic outcome for me - but I felt it was the only way I could feel comfortable - by basically having a second laptop, that I dont connect to the internet. 

Not really great for a supposedly premium product. But whatever - don't have the time to sit and wait for McAfee to resovle.