Fix download or install issues related to the McAfee website

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

NOTE: McAfee recommends that you also review the minimum system requirements article: TS102471 – Minimum System Requirements for McAfee Security Suites for Windows and Mac.

You might see errors if your web browser tries to use outdated temporary files and cookies when you open home.mcafee.com.

To fix this issue, delete your temporary files and cookies:

  • Steps for Chrome
    1. Open Chrome.
    2. In the upper-right corner, click the menu icon (the three dots stacked vertically).
    3. Click More tools.
    4. Click Clear browsing data.
    5. In the Clear browsing data field, 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 deselect 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 homepage again. If you still see errors when you open the McAfee homepage, contact Technical Support.

Some types of malware 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 different website, or it shows a blank page.

If either of these issues happen, your PC might be infected.

  • What to 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 scans your PC. Any suspicious files are automatically submitted to McAfee. To complete the process, follow the prompts.

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.

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

If you see this error, do the following:

  1. Log out of home.mcafee.com.
  2. Identify the correct email address to use to sign in. To identify the correct email address, check your email accounts for messages from McAfee about your account.
  3. Sign into home.mcafee.com with the correct email address.
  4. Try the installation again.
  5. If you still see the issue, contact Technical Support.
Video Tutorial
If the above options did not resolve your issue, you might need to use the McAfee Pre-Install Tool. The Pre-Install Tool prepares your computer for an installation of McAfee software. To learn how to download and run the Pre-Install Tool, watch the video or follow the steps below:


To view and subscribe to more videos, visit the official McAfee YouTube channel.
  1. Download the Pre-Install Tool.
    NOTE: Save the file to a temporary location, such as your desktop.
  1. Double-click the Pre-Install_Tool.exe file, and follow the prompts.
  2. Read the warning message, and click OK to agree to the changes.
  3. After the Preinstall Tool completes:
    1. Click OK.
    2. Click Close.
    3. Restart your computer.
Related Information
If your download issue is related to McAfee product, see article TS102062 – How to troubleshoot download and installation issues with your McAfee software.
Previous Document ID : TS100899, TS102062

Source : Official McAfee Brand
Editor by : BEST Antivirus KBS Team

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