McAfee Total Protection 2010 Windows 7 blue screen

  sedacca 22:22 19 Apr 2010
Locked

I bought, downloaded and ran McAfee Total Protection 2010 on Windows 7, which caused a blue screen (BSOD) error. I tried several times with the same result. McAfee acknowledged it as an unresolved issue. Are there any other security programs worth considering instead, or do they all suffer from the same problem?

  gnl1 08:20 20 Apr 2010

I had exactly the same problem, and even tried with a fresh installation of Windows 7. The BSOD error was BUGCODE_NDIS_DRIVER. It also prevented windows restarting and required running the repair utility. I had the same problem with Zonealarm, but have found Kaspersky Internet Security Suite 2010 v9 works fine, so I am using a trial version of that for now. Let's hope McAfee sort the probelm soon.

  sedacca 08:28 20 Apr 2010

Thanks gnl1. McAfee has still not resolved this problem.

The original McAfee that came with my Windows 7 Toshiba laptop installed OK, but when it expired, I wanted to install the McAfee supplied by my broadband supplier, which I am still using on my desktop machine.

My broadband supplier talked me through the mcAfee removal tool and subsequent installation for my laptop and I got several blue screens. In my frustration, I have now changed my broadband supplier before realising that it was an innocent party.

Then I bought a three-user McAfee Total Protection 2010 package, but when I tried to install that, I also got a blue screen.

I chatted online with McAfee tech support and the guy there said: "I understand, you had spent a lot of your precious time and energy over this issue and I apologize for the inconvenience caused. This is a known issue with McAfee product."

I replied that I never had this before trying to install McAfee and that this was a brand new machine, to which he replied that McAfee is facing some issue with the 64-bit version of the Windows 7 Operating system currently.

When I pointed out that in the meantime I have no protection, he replied: "Our engineers are working on this issue to resolve this and this issue will be resolved as soon as possible. So I would suggest you to wait for few more days to resolve from this issue. I understand your frustration and realize that you have spent a lot of time and effort because of this. In this case I would kindly request you to wait till the issue is resolved. We will inform you when the issue is resolved."

I replied that I didn't have a problem before dealing with McAfee and that I wanted a refund because I needed protection now, not a some unspecified future date.

He said: "I really apologize for the inconvenience caused. I have checked to provide the refund but the refund time limit is exceeded. So we can extend your McAfee subscription for the elapsed time."

I explained that I would then demand a refund from the credit card company. They are obliged to refund a disputed transaction and recover the funds from McAfee. I said: "I attempted to install the product immediately so your point about a refund time limit is invalid."

He maintained that there is no option to provide the refund so I repeated that if McAfee will not refund me, I will dispute the amount with the credit card company, who is obliged to refund me.

Eventually he suggested I contact the DigitalRiver to get the refund for the McAfee product. I still had to fight before I was eventually given a case ID, which I have now given to DigitalRiver, but I am still awaiting acknowledgement.

I have used McAfee for years but never again. I'm going to try my luck with Kaspersky now.

  sedacca 11:17 22 Apr 2010

Hi gnl1. I bought a three-licence Skapersky and that fixes completely once you've downloaded and run the McAfee software removal tool.

Apart from an acknowledgement of having received my demand for a refund, I still haven't heard back from Digital River. I hope they don't force me to dispute the transaction with my credit card provider.

I am quite surprised that McAfee, a company that I have trusted before should be so inept. Maybe the beginning of the end for them, unless of course ours are isolated cases.

  961 19:43 25 Apr 2010

It amazes me how many programmes and drivers just don't work with Windows 7 64 bit

I can't help feeling the consumer buyers are being used as beta testers for all this stuff

I decided to buy a business machine which came with Windows 7 professional 32 bit and has worked without a hitch

64 bit Windows still seems a step too far

  rdave13 22:26 25 Apr 2010

Go to your credit card now and get your refund pronto.

  sedacca 11:03 01 May 2010

McAfee refunded. Thanks you guys.

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