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mikehod
Level 7
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Help needed - Chat not working / realtime scan wont stay on / license deactivation issue - three for price of one

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Help needed - tried four times to use Chat and it has failed each time very frustrating!  Why trying to use chat - well for last week real time scanning will not stay on and has been slowing and at times freezing my PC - very annoying only way of using PC is by letting message come up and then ignoring it.  Yes tried MVT and the other fixes - yet to do last resort which is to re install.  Checked my account and found even though I had upgraded some time back to Total Protection from Internet Protection in doing this it hadnt deactivated my Internet Protection License.  So I thought as on Total Protection could deactivate Internet Protection without issue - wrong.  Did so and now it tells me McAfee Software deactivates in 5 days.  You might ask why did I upgrade to Total Protection - to answer to resolve the last time real time scanning wouldnt stay on. Been here before springs to mind. I hope someone on this forum can assist.  MikeH

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JaiPrakash
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Re: Help needed - Chat not working / realtime scan wont stay on / license deactivation issue - three for price of one

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HI MikeH,

Well, I suspect the Total protection would have been installed over your previous version o f McAfee Internet security .  The best option for this case would be to run the removal tool and reinstall the current subscription (Total protection) that you have subscribed for .  Please follow the below steps that would help you reinstalling the concerned copy of McAfee.

  1. Run the removal tool from here http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe and restart the PC
  2. Run the McPreinstall tool http://download.mcafee.com/products/licensed/cust_support_patches/McPreInstall.exe
  3. Login to your McAfee account : http://us.mcafee.com/root/login.asp
  4. Click the download button for McAfee Total protection that has the correct expiration date

Please get back to us if any issues with the above steps and the result

Cheers,

Jai

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JaiPrakash
Level 12
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Message 2 of 3

Re: Help needed - Chat not working / realtime scan wont stay on / license deactivation issue - three for price of one

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HI MikeH,

Well, I suspect the Total protection would have been installed over your previous version o f McAfee Internet security .  The best option for this case would be to run the removal tool and reinstall the current subscription (Total protection) that you have subscribed for .  Please follow the below steps that would help you reinstalling the concerned copy of McAfee.

  1. Run the removal tool from here http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe and restart the PC
  2. Run the McPreinstall tool http://download.mcafee.com/products/licensed/cust_support_patches/McPreInstall.exe
  3. Login to your McAfee account : http://us.mcafee.com/root/login.asp
  4. Click the download button for McAfee Total protection that has the correct expiration date

Please get back to us if any issues with the above steps and the result

Cheers,

Jai

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mikehod
Level 7
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Re: Help needed - Chat not working / realtime scan wont stay on / license deactivation issue - three for price of one

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Hi Jai

Thanks came to the same conclusion and before I saw your message had deactivated both licenses, uninstalled both, run MCPR.exe and the downloaded and installed total protection again.  The only thing I didnt know about and not covered in McAfee support  was running the McPreinstall which I didnt do.  Not sure if not doing this step means i have to do all over again.  Perhaps you could let me know.
Also took four reboots as it seemed to hang on final part of install.  Now operational again however cannot seem to run check for updates - again just hangs - hope this is not an issue.

Thank you for your guidance

MikeH

For others reading this item - you might look at all this and at first instance it seems a lot to do.  I did.  This said if you follow the instructions and keep going it is doable.  The benefits are your PC will run faster and the lesson I have learnt is not to install an upgraded McAfee product over another thinking it will automatically uninstall and deactivate the license of the previous one.  It doesn't.  Because of this assumption I was unknowing running 2 McAfee products on the same PC - no wonder my PC was running a little slow and a license down.  I do wonder how many other McAfee customers have done just this and if there is a correlation between running 2 products and the real time scanning issue.  Perhaps one for McAfee to consider and investigate.

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