McAfee KB - How to troubleshoot McAfee download or installation issues

How to troubleshoot McAfee download or installation issues

Document ID: 000001665

Use this article if:

You're unable to download a McAfee product to your Windows PC from myaccount.mcafee.com, or protection.mcafee.com.
You're unable to install a McAfee product to your Windows PC.

NOTES:

If you still can't download and install your McAfee product after following the advice in this article, contact Customer Service.
If you see a similar issue with macOS, see Error while installing on macOS - "There was a download problem".
If the installation fails and can't continue on macOS, see Setup can't continue when installing McAfee software on macOS.

Before you start:

You might need to restart your PC to solve the issue, so bookmark or favorite this article to get back to it quickly.

McAfee recommends that you review this article: McAfee system requirements for Windows and Mac

McAfee software download or installation errors

What type of errors do you see? Click to expand the relevant section below, then follow the steps:

Download of McAfee software fails with an error

Error: Download cannot continue – No internet connection

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

If you see this error, do the following:

Wait a few minutes.
Try the download again.
If you still have a problem, see McAfee Installer reports "No internet Connection". This article describes how to resolve this issue.

Error: Unable to continue installation – Error 0

This error indicates an issue where the McAfee installer wasn't able to download a file needed to complete the installation. To resolve the issue, do the following:

Wait a few minutes.
Try the download again.
If you still have a problem:
1. See McAfee Installation error on Windows: Error code 0
2. If the download still fails, or you see more problems, contact Customer Service.

Download takes too long to complete

If your McAfee product is taking too long to download:

Wait a few minutes.
Try the download again.
If download still fails:
1. Try going to other websites, such as google.com to see if they're also slow to respond.
2. If other websites are also slow, restart your PC.
Try the download again.
If you still see the issue, contact Customer Service.

Installation of McAfee software fails with an error

Error: Incompatible security software installed

Other security products might block you from installing your McAfee software. To stop this error from happening:

See How to remove incompatible third-party applications.
Use the instructions in the article to remove any incompatible software that you've installed.

When you've completed these steps, try to install your product again. If you still can't install, contact Customer Service.

Error: Installation Incomplete

If you see this error, do the following:

Follow the steps in the article McAfee Software error on Windows: Installation incomplete.
Try to install your product again.
If you still can't install, contact Customer Service.

Error code: 12001, 12156, or 12152

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

If you see any of these errors, do the following:

Wait a few minutes.
Try the download again.
If you still can't download:
1. Try going to other websites, such as google.com, to see if they're also slow to respond.
2. If other websites are also slow, do the following:
  1. Shut down your PC.
  2. Turn off your network router.
  3. Wait a few minutes, and then turn your router back on.
  4. Turn on your PC.
Try the download again.
If you still see the issue, contact Customer Service.

Error: The protection you're trying to install doesn't work on this device. Try again from the right device

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

If you see this error, do the following:

Check the system requirements article: McAfee system requirements for Windows and Mac.
If your operating system isn't supported:
1. Upgrade to a supported operating system.
2. Try the install again.
  
  NOTE: You're unable to install your McAfee product until you upgrade to a supported operating system.
If your operating system is shown as supported:
1. Try the installation again.
2. If the installation fails again with the same message, contact Customer Service.

Error: Invalid serial number

You might see this error if you've typed in the wrong serial number, or if the installer can't contact the McAfee website.

If you see this error, do the following:

Wait a few minutes.
Refresh the webpage or close and reopen your internet browser.
Carefully type the serial number and submit it again.
If you still see the issue, contact Customer Service.

How to verify if your McAfee software is working properly

After you install your software, it's a good idea to check that it's working correctly. To learn how, see How to verify that your McAfee software features are working.

If you still have download or installation issues

If the above options didn't help, you might need to use McAfee Customer Service tools. To fix the download or installation issues:

Install and run the McAfee Software Install Helper. The following steps are for Windows 11, 10, and 8.
1. Download and run the McAfee Software Install Helper tool.
2. Type your registered email address and password, and then click Login.
  
  NOTE: If you can't remember your password, click Forgot Password? and follow the prompts.
3. Click Start, accept the License Agreement, and follow the prompts. Your installed McAfee software might be uninstalled and reinstalled to resolve the issue. So, the tool might take 15 minutes or more to complete.
  
  When the McAfee Software Install Helper tool completes, your issue is resolved.
After you restart your PC, try the installation again.

If you still experience issues after following the above steps, contact Customer Service.

If you see errors or other problems on the McAfee website (such as protection.mcafee.com, or myaccount.mcafee.com) see: Fix download or install issues related to the McAfee website.

Supported Windows operating systems

Supported Windows versions

McAfee security products for Windows (such as LiveSafe, and Total Protection) are fully supported on the following Windows versions:

Microsoft Windows 11
Microsoft Windows 10

NOTES:

McAfee recommends that you keep your installation of Windows fully patched and up to date.
To see the latest system requirements for Windows, see McAfee system requirements for Windows and Mac.

Older Windows versions

Windows 8.x, and 7.x: McAfee only provides technical support for McAfee Safe Connect on these Windows versions. NOTE: LiveSafe, Total Protection, and other McAfee products are not supported on Windows 8.x and earlier versions.

Windows XP and Vista: McAfee products are not supported on these Windows versions.

CAUTION: Microsoft no longer supports Windows 7.x, Windows XP, or Windows Vista. Your PC can be at risk from new threats if you're 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.

How to troubleshoot McAfee download or installation issues

Download of McAfee software fails with an error

Installation of McAfee software fails with an error

How to verify if your McAfee software is working properly

If you still have download or installation issues

Supported Windows operating systems

Use our virtual assistant for guided solutions.

Need to talk to an expert?

STILL NEED HELP?

Tune up your PC with our TechMaster service

COMPUTER INFECTED?

Get McAfee Virus Removal Services.

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How to troubleshoot McAfee download or installation issues

Download of McAfee software fails with an error

Installation of McAfee software fails with an error

How to verify if your McAfee software is working properly

If you still have download or installation issues

Supported Windows operating systems

Use our virtual assistant for guided solutions.

Need to talk to an expert?

STILL NEED HELP?

Tune up your PC with our TechMaster service

COMPUTER INFECTED?

Get McAfee Virus Removal Services.

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