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Problem
After July 18, 2019, version 12.8 of your McAfee software running on Windows might fail to update.

When a failure happens, seven days after the first failed update, the status of your McAfee software turns red and you see the following message:

Your computer is at risk

NOTE: To protect your computer from viruses and other threats, the DATs (virus signatures) used by your McAfee software must be kept up to date. Virus signatures let your McAfee software recognize new and existing viruses. If the virus signatures are not updated for over one week, the message above is shown.

By default, your McAfee product performs automatic updates which ensure that the latest virus signatures are downloaded and applied automatically. But, after July 18, 2019, these automatic updates might not complete successfully. Typically, this update failure happens on Windows XP PCs.

Cause
This issue happens because, from July 18, 2019, McAfee started issuing DAT updates signed with new security certificates.

For your McAfee Windows security product to update to these newly signed DATs successfully, it must be running the latest release of McAfee Update Manager version 12.8. If your PC has an older version of Update Manager installed, it is not able to successfully update to the new DATs, and you see the error shown above.

NOTE: This issue primarily affects computers running Windows XP because they have an older build of Update Manager 12.8 installed. If your PC has not been turned on for some time, or it has not recently connected to the internet, your PC might also have an older version of the 12.8 Update Manager installed. If you are running Windows XP, see the important information in the Related Information section of this article.

Solution
If you are seeing this issue, there are two ways to fix it:

  • Option 1 is fastest, and requires you to download and install the package attached to this article. If you need help with downloading and installing the package, contact Customer Support.
  • Option 2 takes longer to do, and requires you to uninstall your McAfee software and reinstall it.
Discover More help  McAfee Identity Protection Service Frequently Asked Questions

Choose the option below that you want to use:

  1. Click to download the McUpdFix.zip file attached to the bottom of this article.
  2. When the McUpdFix.zip file has downloaded, double-click it to see the contents.
  3. Copy McUpdFix.exe from the .zip file to your desktop.
  4. Double-click the McUpdFix.exe file to install the new version of Update Manager.
  5. Close your McAfee software and reopen it. Your McAfee software now updates in the normal way.

    NOTE: If you need help with these steps, contact Customer Support and quote this KB article ID (TS102955).

If you choose this option, use the standard Windows removal methods shown below:

NOTE: Before you remove your McAfee software from your PC, sign into home.mcafee.com. Make sure that you have a subscription that allows you to download and install the latest version.

To remove your McAfee software:

  1. Click Start in the lower left of your Windows desktop.
  2. Click Control Panel.
  3. Click Add or Remove Programs.
  4. Scroll down and select your McAfee software.
  5. Click Remove and follow the steps. When the removal process completes, your McAfee product is no longer installed on your PC

    IMPORTANT: Your PC is no longer protected from viruses and malware when your McAfee software is removed. Follow the steps below to reinstall your software and restore protection as soon as possible.

To download and install your McAfee software:
  1. Go to home.mcafee.com.
  2. Click My Account.
  3. Click Sign In.
  4. Type the email address and password for your McAfee account.
  5. Click Log in.
  6. Select:
    • The PC you want to install to.
    • The McAfee software you want to install.
  7. Click Download.
  8. Read and agree to the License Agreement.
  9. Make a note of the serial number shown. You might be prompted for it later.
    TIP: Keep the browser window open so the serial number is always visible.
  10. Follow the instructions to install your McAfee software.

    If you can’t reinstall your McAfee software, or you need help with performing these steps, contact Customer Support.

Related Information
See alsoTS102478 – McAfee update issues on Windows.

Supported Windows versions
McAfee security products for Windows (such as LiveSafe, and Total Protection) are fully supported on the following Windows versions:
  • Microsoft Windows 10
  • Microsoft Windows 8.1
NOTES:

Older Windows versions

CAUTION: Microsoft no longer supports Windows 7.xWindows XP, or Windows Vista. Your PC could be at risk from new threats if you are using any of these Windows versions. McAfee strongly recommends that you upgrade your PC’s operating system to a newer version as soon as possible.

McAfee support for McAfee products running on Windows 8.0 or 7.x is limited:

  • Windows 8.0, and 7.x
    • McAfee provides only “best effort” support for McAfee products installed on Windows 8.0 and 7.x.
    • The current McAfee Windows security products do not support Windows 8.0 or 7.x. Version 16.0.31 is the most recent McAfee Windows security product version to support Windows 8.0 and 7.x.
    • For details about Microsoft’s End of Support for Windows 7.x, see Microsoft’s advisory.

McAfee provides no support for McAfee products running on Windows XP, or Vista:

  • Windows XP, and Vista
    • McAfee security products are unable to get updates on Windows XP, or Vista. If you are using one of these Windows versions, and you want to run McAfee software on your PC, you must upgrade your PC’s operating system to a newer version.
    • For details about Microsoft’s support for Windows XP, and Vista, see Microsoft’s advisory, and Microsoft’s Product Lifecycle page.
Attachment
McUpdFix.zip1MB•3 minute(s) @ 56k, < 1 minute @ broadband

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

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