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mafinley
Former Member
Message 1 of 16

Total Protection Will Not Install

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I recently renewed my subscription for 5 licenses to Total Protection and when I selected check for updates it said it had to remove my old version, it removed my old version, but could not install the new version.  Nothing I did fixed the problem.  Do any one know what the problem could be and how to fix it?

1 Solution

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mafinley
Former Member
Message 15 of 16

Re: Total Protection Will Not Install

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I finally got the answer to my issue, I worked with a tech and for some unknown reason, the software would not work with IE 10, we rolled back to IE 9 and everything installed correctly.  Thank Ex_Brit for your suggestion to ask for a higher level of tech shpport.

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15 Replies
exbrit
MVP
MVP
Message 2 of 16

Re: Total Protection Will Not Install

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Maybe it corrupted somehow.   If it's listed in Control Panel > Programs click the Uninstall button, then run the MCPR cleanup tool, reboot and go to your online account and install from there.

Meanwhile make sure your system is totally up to date including Internet Explorer, even if you don't use it.

If you have Malwarebytes Pro installed, temporarily uninstall it before attempting the above.

It's OK to install afterwards.

Message was edited by: Ex_Brit on 07/10/13 7:25:33 EDT PM
mafinley
Former Member
Message 3 of 16

Re: Total Protection Will Not Install

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I ran the pre install tool and the MCPR cleanup tool, downloaded the installation file and I still can not install the McAfee Total Protection.  I even tried to do it in the safe mode.  Is there anything else I can try.  I need to fix this issue soon or cancel my subscription.  Is there a way to download the software and install it without going to the web for the install.  Any one have any ideals?

exbrit
MVP
MVP
Message 4 of 16

Re: Total Protection Will Not Install

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I see by your profile you have Enterprise experience...this IS Total Protection (Consumer) that we are discussing as distinct from Total Protection Service (SaaS) I assume?  If the latter then everything going before does not apply and I would have to move the thread there for better support.

If it is the consumer software then I suggest you contact Technical Support directly, it's free by phone or online chat and linked under Useful Links at the top of this page.

Escalate the case if at first they can't help.

user_118535
Former Member
Message 5 of 16

Re: Total Protection Will Not Install

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Hi,

Are you sure you tried updating Consumer version of McAfee?

Total Protection (Consumer) will not ask to remove the older version while updating. It will be a silent upgrade.

mafinley
Former Member
Message 6 of 16

Re: Total Protection Will Not Install

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I am using this for my home PC's, I talked to Tech Support and they suggested the same thing you did and then pushed me to a pay as you go support.  not very helpful support.

mafinley
Former Member
Message 7 of 16

Re: Total Protection Will Not Install

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I updated the subscription and when I went to download the software it said it had to remove the old version, I did not do the un-install, it did it and then failed on the installation.  Not sure why it did it, it did not do it the year before, now I am paying for a service I cannot use.

exbrit
MVP
MVP
Message 8 of 16

Re: Total Protection Will Not Install

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We know you are using it for your home computer but is it the home software?  Are you installing it from https://home.mcafee.com/secure/protected/login.aspx?

If so you should contact Technical Support again and ask for immediate escalation.   Regular Technical Support would only recommend paid support for a corporate customer or someone needing professional virus removal, I find that rather strange that they would mention it in this case.

exbrit
MVP
MVP
Message 9 of 16

Re: Total Protection Will Not Install

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You can obtain a refund within 30 days if you want it from Customer Service, also linked under Useful Links at the top of this page.

mafinley
Former Member
Message 10 of 16

Re: Total Protection Will Not Install

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Yes it is the home version that I purchase on the McAfee renewal site.  It was strange to me also that they would ask for a pay as you go service.  I will try Tech Support again and see if they will escalate it.

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