You might see a problem when you try to download or install, activate a McAfee product to your Windows PC. To fix this, click the triangle below that best matches your problem:

  1. You see errors when you open the McAfee home page (home.mcafee.com)
This can happen when your web browser tries to use outdated temporary files and cookies when opening home.mcafee.com.

To fix this, delete your temporary files and cookies:

  • Steps for Chrome
    1. Open Chrome.
    2. At the top right, click the menu icon (the three dots stacked vertically).
    3. Click More tools.
    4. Click Clear browsing data.
    5. In the Clear browsing data box, select:
      • Browsing history
      • Download history
      • Cached images and files
      • Cookies and other site data
    6. Click Clear browsing data.
    7. Close Chrome.
    8. Reopen Chrome.
  • Steps for Internet Explorer
    1. Open Internet Explorer.
    2. Click Tools.
    3. Click Internet options.
    4. Under Browsing history:
      1. Click Delete.
      2. Click to remove the check mark from the box next to Preserve Favorites website data.
      3. Click to select:
        • Temporary Internet Files and website files
        • Cookies and website data
        • History
      4. Click Delete.
    5. Close Internet Explorer.
    6. Reopen Internet Explorer.
  • If you use a different browser
    1. Look for similar options under Settings, Tools, or More.
    2. Delete cookies and website data.
    3. Close and reopen your browser.

When you have completed these steps, try to access the McAfee home page again.
If you still see errors when you open the McAfee home page, contact Technical Support.

2.You are sent to a non-McAfee website, or you see a blank page

Some types of malware will block access to legitimate security websites (such as home.mcafee.com) to stop you from installing or updating your security software.

The malware sends your browser to a completely different website, or it shows a blank page.

If this happens, your PC might be infected.

  • What you should do
    Run the McAfee GetSusp tool which checks your PC for suspicious files and malware:

    NOTE: You might need to download GetSusp on a different computer if you are blocked from accessing mcafee.com.

    1. Go to the McAfee GetSusp product page.
    2. Click Download GetSusp.
    3. Review the Software License.
    4. Click Download Now.
    5. If you downloaded GetSusp on a different computer:
      1. Copy the GetSusp.exe file from the computer to a USB memory stick.
      2. Plug the memory stick into the computer that you suspect might be infected.
    6. Double-click GetSusp.exe.
    7. At the Windows security prompt:Click Yes.
    8. Click Scan Now.
    9. On the License Agreement screen:
      1. Click I accept the agreement.
      2. Click OK.

GetSusp will scan your PC. Any suspicious files will be automatically submitted to McAfee. Follow the prompts to complete the process.

If you are unable to run GetSusp on the suspect computer, contact Technical Support.

To learn more about GetSusp, and discuss the tool with other users and McAfee employees, visit the GetSusp online community.

3.Download fails with error: “Download cannot continue – No internet connection”

This error indicates a network problem. This can cause your product download to disconnect or fail.

If you see this:

  1. Wait a few minutes.
  2. Try the download again.
  3. If you still have a problem:See TS101825, which describes how to resolve this issue.

If none of the above helps, run McAfee Virtual Technician:
If you still see the issue, contact Technical Support.

4.Download fails with error: “Unable to continue installation – Error 0”

This error indicates an issue where the McAfee installer was not able to download a file required to complete the installation.

If you see this:

  1. Wait a few minutes.
  2. Try the download again.
  3. If you still have a problem:
    1. See TS102265, which describes how to resolve this issue.
    2. Try to install your product again.
    3. If download still fails, or you see more problems, contact Technical Support.

5.Download takes too long to complete

If your McAfee product is taking too long to download:

  1. Wait a few minutes.
  2. Try the download again.
  3. If download still fails:
    1. Try going to other websites (such as Google.com) to see if they are also slow to respond.
    2. If other websites are also slow:Restart your PC.
  4. Try the download again.

If the download still doesn’t complete, run McAfee Virtual Technician:
If you still see the issue, contact Technical Support.

6.

Other security products might block you from installing your McAfee software. To stop this from happening:
  1. See the list of incompatible software applications in TS102253.
  2. Use the instructions in the article to remove any incompatible applications that you have installed.

When you have completed these steps, try to install your product again. If you still can’t install, contact Technical Support.

7.

If you see this:
  1. See TS102268 for steps on how to fix Installation Incomplete errors.
  2. Try to install your product again.
  3. If you still can’t install, contact Technical Support.

8.

These errors indicate general network problems. These can cause your product download to disconnect or fail.

If you see any of these:

  1. Wait a few minutes.
  2. Try the download again.
  3. If you still can’t download:
    1. Try going to other websites (such as Google.com) to see if they are also slow to respond.
    2. If other websites are also slow:
      1. Shut down your PC.
      2. Turn your network router off.
      3. Wait a few minutes, then turn your router back on.
      4. Turn your PC on.
  4. Try the download again.

If the download still fails, run McAfee Virtual Technician:
If you still see the issue, contact Technical Support.

9.

These errors indicate general network problems. These can cause your product download to disconnect or fail.

If you see any of these:

  1. Wait a few minutes.
  2. Try the download again.
  3. If you still can’t download:
    1. Try going to other websites (such as Google.com) to see if they are also slow to respond.
    2. If other websites are also slow:
      1. Shut down your PC.
      2. Turn your network router off.
      3. Wait a few minutes, then turn your router back on.
      4. Turn your PC on.
  4. Try the download again.

If the download still fails, run McAfee Virtual Technician:
If you still see the issue, contact Technical Support.

10.

You see this message if you try to install your McAfee product on a PC with an unsupported operating system.

If you see this:

  1. Check the minimum system requirements article: TS102471.
  2. If your operating system is not supported:

    1. Upgrade to a supported operating system.
    2. Try the install again.NOTE: You will be not be able to install your McAfee product until you upgrade to a supported operating system.
  3. If your operating system is shown as supported:
    1. Try the installation again.
  4. If the installation fails again with the same message, contact Technical Support.​

11.

You might see this message if you are logged in to home.mcafee.com with the wrong account.

If you see this:

  1. Log out of home.mcafee.com.
  2. Identify the correct email address to log in with. You can do this by checking your email accounts for messages from McAfee about your account.
  3. Log in to home.mcafee.com with the correct email address.
  4. Try the installation again.
  5. If you still see the issue, contact Technical Support.

12.

You might see this if you have typed in the wrong serial number, or if the installer cannot contact the McAfee website.

If you see this:

  1. Wait a few minutes.
  2. Refresh the web page, or close and re-open your Internet browser.
  3. Carefully type the serial number and submit it again.
  4. If you still see the issue, contact Technical Support.

LEAVE A REPLY

Please enter your comment!
Please enter your name here