McAfee update issues on Windows

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Problem
When you try to update your McAfee security software, the update fails and you see either the error message, or one of the symptoms shown below.

You might see the following error message when the update fails:

Error message
McAfee cannot update your software. Please check your internet connection. If the problem continues, please contact Technical Support

NOTE: If you run Windows XP, and see the Your computer is at risk error after a failed update, see TS102955 – McAfee security software version 12.8 on Windows XP fails to update after July 18, 2019.

You might not see an error message when the update fails to complete. If you see one of the symptoms shown below instead, click the link to jump to the Solution that matches the symptom you see:

Symptom
When you try to update your McAfee software by clicking Check for Updates, nothing happens.
The McAfee update is stuck at either 0% or a random percentage.
Your McAfee software always reports that an update is available, even if you Check for Updates multiple times consecutively.
After a McAfee product update, you are continuously prompted to restart your PC.
Solution
Follow steps based on your error message or symptoms:

  1. Follow the instructions, in each of the Steps below. Follow the steps in order.
  2. At the end of each set of steps, try the update again.
    • If the update works, your issue is fixed and you can stop there.
    • If the update still fails, move to the next step.

McAfee Diagnose and Repair tool
McAfee Diagnose & Repair (McAfee-DR) is an automated tool that diagnoses and repairs issues with your McAfee product. If McAfee-DR is unable to resolve the issue, your support technician can use the data collected to solve the issue. By clicking Download and Run below, you are indicating that you have read and agreed to McAfee End User License Agreement.
Download and Run
NOTE:

  • When you click Download and Run above, save the file to your PC, double-click it, then follow the prompts.
  • Multiple windows might open when the tool runs. Do not close these windows until the tool has completed.
  • If the McAfee-DR tool does not fix your problem, continue with the steps below.

When the tool completes, try the update again. If you see the same problem, go to Step 2.

  1. Connect your device to an alternate internet connection such as:
    • ADSL/DSL
    • Cable
    • Wireless or Mobile HotSpot
    • Public Wi-Fi hot spots (offered at cafés, airports, and hotels)
  2. Try the update again. If update completes, contact your ISP and report the issue as the update issue is specific to your network connection and type.

If you see the same problem, go to Step 3.

NOTE: If your network settings or internet Options are already set to obtain settings automatically, go to Step 4.

Open a command prompt and perform a ping to test your internet connection:

  • Windows 10, 8, 8.1:
    1. Press the Win and X keys together.
    2. Select Command Prompt (Admin).
    3. Type the following command and press Enter:

      ping www.google.com

  • Windows 7, Vista:
    1. Click the Windows orb and type cmd.exe in the search box.
    2. Right-click Command in the results window, and click Run as Administrator.
    3. Type the following command and press Enter:

      ping www.google.com

TIP: The ping command can help you to see if your computer has a good internet connection. It sends a request to an address (or a “remote host”) on the internet and waits for a reply. In the example above, our remote host is www.google.com.

If you have a good internet connection, you get a quick reply from the remote host. Here is an example showing what a response looks like:C:\ping google.com

Pinging google.com [216.58.195.238] with 32 bytes of data:

Reply from 216.58.195.238: bytes=32 time=105ms TTL=44
Reply from 216.58.195.238: bytes=32 time=104ms TTL=44
Reply from 216.58.195.238: bytes=32 time=97ms TTL=44

Look for the time= value. Response times of around 50–100ms are good and should not cause issues. If your response times are longer, you might have a problem with your internet connection.

To learn more about ping, see TS102594 – How to use ‘ping‘ with your McAfee products.

If you receive no replies from the ping, skip the following steps and go straight to Step 4.

If you did receive replies to the ping, perform the below steps to modify your network settings:

Open the Local Area Connection Properties using the appropriate steps for your operating system:

  • Windows 10, 8, 8.1:
    1. Go to your Windows Desktop.
    2. Right-click the network (or Wi-Fi) icon in your taskbar.
    3. Click Open Network and Sharing Center.
    4. Click your network connection next to Connections. It might be Ethernet or Wireless, depending on how you connect to the internet.
  • Windows 7, Vista:
    1. Click Start, and select Control Panel.
    2. Click the View Status link next to Connection, Local Area Connection.

In the Local Area Connection properties:

  1. Click Properties, then select Internet Protocol (TCP/IP).

    NOTE: For Windows 10.x, 8.x, and 7.x, this selection is called Internet Protocol Version 4 (TCP/IPv4).

  2. Click Properties.
  3. Make a note of the following:
    • IP address
    • Subnet mask
    • Default gateway (if present)
  4. Select Obtain an IP Address Automatically.
  5. Click OK.
  6. Open Internet Options, and follow the steps for your version of Windows:
    • Windows 10: Click Start, type Internet Options, and press Enter.
    • Windows 8 and 8.1: Open the charm bar on the right side and select Settings, Control Panel, and Internet Options.
    • Windows 7, and Vista: Click Start, Control Panel, and select Internet Options.
  7. Click the Connections tab.
  8. Click LAN Settings, and make a note of the settings on this screen.
  9. Select the box next to Automatically detect settings.
  10. Click OK.

Try the update again. If you see the same problem, go to Step 5.

  1. Right-click the Network and Sharing, or Wi-Fi icon in your taskbar.
  2. Select Diagnose and Repair (or Troubleshoot Problems).
  3. Allow the network troubleshooter to complete.
  4. Click Close.

It’s possible that your McAfee installation is corrupt and beyond repair. Reinstall your McAfee software in the sequence shown below, and then check to see if updates work.

  1. Uninstall your McAfee software by following Steps 1 and 2 in TS101331 – How to remove McAfee products from a PC that runs Windows.
  2. Run the Pre-Install tool:
    1. Download the Pre-Install Tool.
      NOTE: Save the file to a temporary location, such as your desktop.
    2. Double-click the Pre-Install_Tool.exe file, and follow the prompts.
    3. Read the warning message, and click OK to agree to the changes. After the Preinstall Tool completes:
      1. Click OK.
      2. Click Close.
    4. Restart your computer.
  3. Install McAfee following the steps in TS100342 – How to download and install McAfee consumer products.
  4. Check for updates and confirm if it still shows No Internet Connection.

If you are still unable to update McAfee, contact Technical Support for further assistance.

  1. Follow the instructions, in each of the Steps below. Follow the steps in order.
  2. At the end of each set of steps, try the update again.
    • If the update works, your issue is fixed and you can stop there.
    • If the update still fails, move to the next step.

McAfee Diagnose and Repair tool
McAfee Diagnose & Repair (McAfee-DR) is an automated tool that diagnoses and repairs issues with your McAfee product. If McAfee-DR is unable to resolve the issue, your support technician can use the data collected to solve the issue. By clicking Download and Run below, you are indicating that you have read and agreed to McAfee End User License Agreement.
Download and Run
NOTE:

  • When you click Download and Run above, save the file to your PC, double-click it, then follow the prompts.
  • Multiple windows might open when the tool runs. Do not close these windows until the tool has completed.
  • If the McAfee-DR tool does not fix your problem, continue with the steps below.

When the tool completes, try the update again. If you see the same problem, go to Step 2.

It’s possible that your McAfee installation is corrupt and beyond repair. Reinstall your McAfee software in the sequence shown below, and then check to see if updates work.

  1. Uninstall your McAfee software by following Steps 1 and 2 in TS101331 – How to remove McAfee products from a PC that runs Windows.
  2. Run the Pre-Install tool:
    1. Download the Pre-Install Tool.

      NOTE: Save the file to a temporary location, such as your desktop.

    2. Double-click the Pre-Install_Tool.exe file, and follow the prompts.
    3. Read the warning message, and click OK to agree to the changes. After the Preinstall Tool completes:
      1. Click OK.
      2. Click Close.
    4. Restart your computer.
  3. Install McAfee following the steps in TS100342 – How to download and install McAfee consumer products.
  4. Check for updates and confirm if it still shows No Internet Connection.

If you are still unable to update McAfee, contact Technical Support for further assistance.

  1. Follow the instructions, in each of the Steps below. Follow the steps in order.
  2. At the end of each set of steps, try the update again.
    • If the update works, your issue is fixed and you can stop there.
    • If the update still fails, move to the next step.

McAfee Diagnose & Repair (McAfee-DR) is an automated tool that diagnoses and repairs issues with your McAfee product. If McAfee-DR is unable to resolve the issue, your support technician can use the data collected to solve the issue. By clicking Download and Run below, you are indicating that you have read and agreed to McAfee End User License Agreement.
Download and Run
NOTE:

  • When you click Download and Run above, save the file to your PC, double-click it, then follow the prompts.
  • Multiple windows might open when the tool runs. Do not close these windows until the tool has completed.
  • If the McAfee-DR tool does not fix your problem, continue with the steps below.

When the tool completes, try the update again. If you see the same problem, go to Step 2.

  1. Open your McAfee software, and click Settings at the top right.
  2. Select Automatic Updates.
  3. Under Options, change the setting to Notify me when updates are available.
  4. Check for McAfee updates. If you can update McAfee, contact Technical Support and alert them about the symptom you observed.

If you are still unable to update McAfee, continue to Step 3.

It’s possible that your McAfee installation is corrupt and beyond repair. Reinstall your McAfee software in the sequence shown below, and then check to see if updates work.

  1. Uninstall your McAfee software by following Steps 1 and 2 in TS101331 – How to remove McAfee products from a PC that runs Windows.
  2. Run the Pre-Install tool:
    1. Download the Pre-Install Tool.

      NOTE: Save the file to a temporary location, such as your desktop.

    2. Double-click the Pre-Install_Tool.exe file, and follow the prompts.
    3. Read the warning message, and click OK to agree to the changes. After the Preinstall Tool completes:
      1. Click OK.
      2. Click Close.
    4. Restart your computer.
  3. Install McAfee following the steps in TS100342 – How to download and install McAfee consumer products.
  4. Check for updates and confirm if it still shows No Internet Connection.

If you are still unable to update McAfee, contact Technical Support for further assistance.

  1. Follow the instructions, in each of the Steps below. Follow the steps in order.
  2. At the end of each set of steps, try the update again.
    • If the update works, your issue is fixed and you can stop there.
    • If the update still fails, move to the next step.

Reboot your PC, and confirm if the issue persists. Rebooting the computer restarts all McAfee and Windows services which can help resolve the issue. If the same behavior is observed after reboot, continue to Step 2.

McAfee Diagnose and Repair Tool
McAfee Diagnose & Repair (McAfee-DR) is an automated tool that diagnoses and repairs issues with your McAfee product. If McAfee-DR is unable to resolve the issue, your support technician can use the data collected to solve the issue. By clicking Download and Run below, you are indicating that you have read and agreed to McAfee End User License Agreement.
Download and Run
NOTE:

  • When you click Download and Run above, save the file to your PC, double-click it, then follow the prompts.
  • Multiple windows might open when the tool runs. Do not close these windows until the tool has completed.
  • If the McAfee-DR tool does not fix your problem, continue with the steps below.

When the tool completes, try the update again. If you see the same problem, go to Step 3.

It’s possible that your McAfee installation is corrupt and beyond repair. Reinstall your McAfee software in the sequence shown below, and then check to see if updates work.

  1. Uninstall your McAfee software by following Steps 1 and 2 in TS101331 – How to remove McAfee products from a PC that runs Windows.
  2. Run the Pre-Install tool:
    1. Download the Pre-Install Tool.

      NOTE: Save the file to a temporary location, such as your desktop.

    2. Double-click the Pre-Install_Tool.exe file, and follow the prompts.
    3. Read the warning message, and click OK to agree to the changes. After the Preinstall Tool completes:
      1. Click OK.
      2. Click Close.
    4. Restart your computer.
  3. Install McAfee following the steps in TS100342 – How to download and install McAfee consumer products.
  4. Check for updates and confirm if it still shows No Internet Connection.

If you are still unable to update McAfee, contact Technical Support for further assistance.

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

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