Total Protection not installing properly

[vinman]

Hi,

I had 2 McAfee SecurityCenter licenses which worked like a charm for 3 years. However, they were due for renewal 2 months back and McAfee offered me their "Total Protection" product (with 3 licenses), which I bought. My trouble started as soon as I installed this product. First of all, the "Real Time Scan" is always turned off. Even if you turn it on, it will turn off by itself in 10-15minutes. Secondly, the "Total Protection" product reverted to my old "Security Center" looks (which includes product title etc) and showed my old Security Center's expiry date instead of the new expiry date of the Total Protection product. At this point, I decided to call McAfee customer care.

Customer care instructed me to reinstall the "Total Protection" product and run a "Subscription Fixing" tool that they provided. This fixed the second problem mentioned above, but the first problem of "Real Scan" turning off persisted. So, I called customer care again and this time they instructed me to uninstall the product, reboot, run a McAfee removal tool and if this was successful, install the product again. However, the removal tool kept failing with a message - "Uninstallation Incomplete".  Calling customer care after this didn't help because all they made me do was repeat the "reboot - run removal tool" steps for 6 times(without asking for the removal tools logs) ensuring that I will get another customer care personnel the next time I call in. At the end of all this, they said that they can't help and that they are escalating it to someone else who might take a day or two to respond(this hasn't happened till now). Now, in this time my system doesn't have an anti-virus installed. So, I decided to install the "Total Protection" product again. This time the "Anti-Virus" and "Anti-Spyware" didn't get installed and repeated attempts didn't make a difference.

Now, I decided to run MVT and found a lot of errors. I am not sure how to move forward from here. What can I do now? Any help would be much appreciated.

MVT log:-

MVT Information
MVT Version	:	6.0.0.0

System Information

Operating System	:	Microsoft Windows Vista Home Premium EditionHome Edition (Build 6002)
Service Pack	:	Service Pack 2.0
Language	:	0409
Internet Explorer Version	:	9.0
Internet Explorer Language	:	en-us
System Drive Type	:	NTFS
Physical Memory Available	:	2097151
Physical Memory Total	:	2097151
Virtual Memory Available	:	6005344
Virtual Memory Total	:	7523592
System Architecture	:	x86 Family 6 Model 23 Stepping 6Intel(R) Core(TM)2 Duo CPU T9300 @ 2.50GHz
Date Time	:	09/12/2011 18:13:36
Time Zone	:	GMT +05:30

Product Details

Product Name : VirusScan - McAfee Total Protection Product Version : 15.0.291 Language : en-au Partner : Dell Health Check Details Registry OK File 10 file(s) incorrect Expected File not Present File: c:\program files\mcafee\virusscan\mcctxmnu.dll Expected File not Present File: c:\program files\mcafee\virusscan\mcods.exe Expected File not Present File: c:\program files\mcafee\virusscan\mcodsax.dll Expected File not Present File: c:\program files\mcafee\virusscan\mcodsps.dll Expected File not Present File: c:\program files\mcafee\virusscan\mcodsshm.dll Expected File not Present File: c:\program files\mcafee\virusscan\mcqtax.dll Expected File not Present File: c:\program files\mcafee\virusscan\mcvsoins.dll Expected File not Present File: c:\program files\mcafee\virusscan\mcvspp.dll Expected File not Present File: c:\program files\mcafee\virusscan\mcvsshld.exe Expected File not Present File: c:\program files\mcafee\virusscan\mvsoem.dll Process OK Service 1 service(s) incorrect Expected Service not Present Expected : installed Existing : not installed Service: mcnaiann COM 4 component(s) incorrect Expected COM Component not Present Component Name: McVSApp2 Class {21924a5a-a65a-47f7-9f21-5ca2ec954504} c:\program files\mcafee\virusscan\mvscfg.dll Expected COM Component not Present Component Name: McVSApp Class {68e641dd-0ff3-4c19-9499-985eca497c06} c:\program files\mcafee\virusscan\mvscfg.dl Expected COM Component not Present Component Name: McAfee VirusScan Announcer Subsystem Class {a737699f-3765-4b1d-adaf-77424e23a9fa} c:\program files\mcafee\virusscan\naiann.dll Expected COM Component not Present Component Name: McAfee MCODS Shim {16453650-8364-4e9c-b891-1cf822b38f2e} c:\program files\mcafee\virusscan\mcodsshm.dll DAT and Engine OK Top Issues OK SYSTEM OK Product Name : QuickClean and Shredder - McAfee Total Protection Product Version : 11.0.393 Language : en-au Partner : Dell Health Check Details Registry OK File OK Process OK Service OK COM OK Top Issues OK SYSTEM OK Product Name : SecurityCenter Product Version : 11.0.586 Language : en-au Partner : Dell Health Check Details Registry OK File OK Process OK Service OK COM OK Top Issues OK SYSTEM OK Product Name : SiteAdvisor Product Version : 3.3.133 Language : en-au Partner : Dell Health Check Details Registry OK File OK Process OK Service OK COM OK Top Issues OK SYSTEM OK Product Name : Personal Firewall - McAfee Total Protection Product Version : 12.0.344 Language : en-au Partner : Dell Health Check Details Registry OK File 1 file(s) incorrect Expected File not Present File: c:\program files\mcafee\mpf\mpfdata.inf Process OK Service OK COM 5 component(s) incorrect Expected COM Component not Present Component Name: MPF API Class {01a3b960-21a7-4231-909e-7597d17ef4a5} c:\program files\mcafee\mpf\mpfapi.dll Expected COM Component not Present Component Name: MPF Application Info Class {447cae10-7647-45f9-9ad8-68243ed5a2da} c:\program files\mcafee\mpf\mpfpp.dll Expected COM Component not Present Component Name: MPF Log Action Class {820b1f90-f6df-4f3a-9658-2a2e12f7b57c} c:\program files\mcafee\mpf\mpfpp.dll Expected COM Component not Present Component Name: MPF Event Handler Class {90dbdd22-4a4a-4b23-8bbc-969c9869e1d6} c:\program files\mcafee\mpf\mpfevt.dll Expected COM Component not Present Component Name: MPF Recent Event Action Class {bd7ec3d0-8a8f-4ab8-9070-07997206d505} c:\program files\mcafee\mpf\mpfpp.dll Top Issues OK SYSTEM OK Product Name : Parental Controls - McAfee Total Protection Product Version : 13.0.286 Language : en-au Partner : Dell Account ID : 63365191 Health Check Details Registry OK File OK Process OK Service OK COM OK Top Issues OK SYSTEM OK Product Name : AntiSpam - McAfee Total Protection Product Version : 12.0.292 Language : en-au Partner : Dell Account ID : 63365191 Health Check Details Registry OK File OK Process OK Service OK COM OK Top Issues OK SYSTEM OK Product Name : McAfee Anti Theft Product Version : 2.0.403 Language : en-au Partner : Dell Health Check Details Registry OK File OK Process OK Service OK COM OK Top Issues OK SYSTEM OK Product Name : McAfee Network Agent Product Version : 5.0 Language : en-us Partner : Dell Health Check Details Registry OK File OK Process OK Service OK COM OK Top Issues OK SYSTEM OK Product Name : Network Management Console Product Version : 5.0 Language : en-us Partner : Dell Health Check Details Registry OK File OK Process OK Service OK COM OK Top Issues OK SYSTEM OK

[JaiPrakash]

Hi there,

Since your case is been escalated to the next level , you would be handled by our experts soon . In the meantime you receive a call from support could you please let us know if you had performed a  system restore (ie restoring the PC back to an earlier date) ???

[vinman]

Maybe it wasn't clear from my post, but the reason for asking the community was because Mcafee technicians haven't contacted me yet, and I need to use my laptop. So, I was hoping to fix this problem myself with some help.

[Dinz]

Hi vinman,

Im sorry , you missed the last part of Jai prakash’s question, -  Did you perform a system restore after which you had this issue .

Regards,

[vinman]

No I didnt do a system restore. In fact, the only major thing that I had done on this system in sometime was install Mcafee total protection. However, after my unsuccessful  interactions with McAfee customer care and the lack of response from their techinical team, I have put in a refund order. Moving to another Anti-Virus product. Thank you for your time.