Bug Ridden BT NetProtect Plus update

HI folks,
since the recent update i'm now experiencing issues, namely with Real-Time scanning.
For some unknown reason it now keeps turning itself off.
Any thoughts/ideas on a workaround please?
Kind Regards
Andy
Solved!
Go to Solution.

My advice and that of others on the forum would be to uninstall BTNetprotect. It can cause problems on some computers and is a resource hog. There are far better free antivirus programs available such as Avast Free and AVG Free.
If you do want to uninstall BTNetprotect use this guide and make sure you use the BTNetprotect/McAfee removal tool after you have restarted your computer.
http://bt.custhelp.com/app/answers/detail/a_id/13523
If you do want to re use BT Netprotect, uninstall it using this guide along with the BTNetprotect/McAfee removal tool after a restart and then reinstall it may solve the problem.
http://bt.custhelp.com/app/answers/detail/a_id/38369/

Similar Messages

20 July Netprotect Plus update problems

The McAfee virus scan updated itself this morning and since then has kept turning off the real time scan!
Atempts to quick scan cause it to give "an unexpected problem has occurred"
Is this a botched update?

What Windows system are you using?
If it's Windows 8 then Windows Defender is an antivirus program that is turned on by default. If you installed BTNetprotect/McAfee it should have turned off Defender when it was installed but it could be that rather than turning it off they are conflicting and this has been aggravated when you installed the update.
If that is the case my advice would be to uninstall BTNetprotect. It can cause problems on some computers and hogs resources. Windows Defender is a capable antivirus program.
If you are using another Windows version then Windows Defender should only be working as an anti-malware program and should work alongside BTNetprotect/McAfee however I would still advise uninstalling it for the above reasons and installing another free antivirus program such as Microsoft Security Essentials, Avast Free or AVG 2013 free.
If you do decide to uninstall BTNetprotect follow this guide and remember to use the uninstall BTNetprotect tool after you have restarted your computer.
http://bt.custhelp.com/app/answers/detail/a_id/13523/~/i-don't-want-bt-netprotect-plus-anymore.-how-...

BT Netprotect Plus stuck checking for updates

Managed to get BT NetProtect Plus installed, but now it is stuck on 0% and saying checking for updates.
Does anybody have any ideas on why or how to get it to update.
I have tried other Antivirus software and they update ok.

Hi Jimw,
Thanks for the post and welcome to the forum.
You can try an manually update Netprotect. Please see this link How often is BT NetProtect Plus updated?
Let me know if this problem continues.
Cheers
Sean
BTCare Community Manager
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BT NetProtect plus – Real time scanning and update...

I have posted this message as both a pointer in case others have the same issue as well as whether anyone has found a proper resolution.
I have recently experianced problems with my BT NetProtect plus indicating the Real time scanning has stopped and any attempt to restart it does not work. This is accompanied with it keep promptig that there is a new update and to restart the computer. This happened every time I logged on.
I had spent some considerable time with the BT support people who have now reinstalled the software about 6 time's after the 2 time I had already tried.
I run Windows 7 64 bit and recently installed an SSD drive. The key thing I have subsequently discovered in my upgrade is that I changed some registry settings to make my default installation location to be my D: drive. I followed this post :
The 64bit version has two versions of regedit. Make this change as well:
1.) Enter into Start>Run: %systemroot%\syswow64\regedit 2.) Go to: HKEY_LOCAL_MACHINE \ SOFTWARE \ Microsoft \ Windows \ CurrentVersion 3.) Change the Path in DWORDs ProgramFilesDir, ProgramFilesDir (x86) to the new path, probably just changing the drive letter
Everything works fine apart from BT NetProtect plus which when installed new has the above issue. If I change the default install location back to C: drive then it installs OK and works OK when I subsequently change the default install location back to the D: drive. When I say works OK, that is until BT NetProtect plus issues a major update when the same problem appears again.
I am waiting further contact from the 3rd line helpdesk but the 2nd line team did not seam to know of this problem.
Has anyone else experenced it or know of a proper solution ?

A full McAfee scan on my desktop PC can take about 2 hours or so and a full scan sometimes slows down my over 3 year old desktop PC. Thats why I only do a full McAfee scan every once in a while but I do a quick McAfee scan every 6 or 7 days.
I do like the McAfee shredder though and use that now and again. I also got McAfee quick clean set to run at lest twice a week.
I have used Norton in the past and that slowed down my last PC more than McAfee from BT. The free version of AVG is good but its only an anti-virus. Some say the windows firewall is ok but not the best.
I also have windows defender set to do a quick scan every evening around 9pm. As most nights I have my Desktop PC on at that time.
I also do a disk clean up at leat once a day.
Darren

BT NetProtect Plus (Who Updates It?)

I know that BT NetProtect Plus is actually Mcafee's Internet Security software re-badged, but does Mcafee update this software inline with they own or do they pass the updates on to BT (or A.N.Other)? The reason I as is I am running IE9 on Windows 7 64 and it is rubbish (really slow). I want to switch to Firefox 5, but the Site Adviser software does not work with Firefox. If Mcafee fix their software (they are working on it), how long will it take to filter through to BT NetProtect Plus?
Chris.
Solved!
Go to Solution.

AFAIK:
1) it's not quite re-badged as some features aren't available to the BT version
2) it's updated by McAfee
The BT version is still the 2010 version, not the 2011 version - confirmed by referring to the build numbers
I'm currently using BTNP and FF5. FF5 auto disables Site Adviser during installation so fttb I've installed WOT instead - no probs at all
With any updates, McAfee have been known to roll them out to areas in the world where there aren't many users, I guess they're the guinea pigs, then for their customers and then us....
-+-No longer a forum member-+-

BT NetProtect Plus Problems

Just wondering if anyone has had problems with bt netprotect plus and found any solutions. I was a customer of McAfee for some years, I upgraded to BT Broadband Option 2 with bt netprotect plus provided by McAfee included, my original McAfee software was about to expire and I had followed the link to bt netprotect plus which appeared to download and install, during installation messages appeared telling me old files were being removed and updated, however, on the day my old McAfee expired a message appeared requesting payment to extend subscription, I contacted McAfee to inform them I was now with bt netprotect plus, I sign in under a different password to bt netprotect, however, it always defaults to my old account which is now expired with no software available, I contacted bt customer help, I was transferred to bt technical help who remotely took over 2 desktop computers in my home both have Window 7, the technician informed me bt netprotect plus was incompatible with windows 7, I did question so why are you installing software onto my computer which is incompatible, following the remote installation of bt netprotect plus, I tried to restart both computers to find I was unable to boot up both, the internal fans are running fast and loud, the DVD RW & DVD ROM drive light up, then that's it, the hardrive indicator light remain on, there is no signal to the pc monitor or any other devices (keyboard or mouse) I contacted bt for help, well they can't help me as I have nothing on my screen, I ask for help again today, it can't be the software, we're really sorry but can't offer any help, it is frustrating to have so much conflicting advice, customer service were helpful and understanding and gave me a number to contact bt technical help with the advice of asking for a supervisor, however, they are unable to offer any explanation as to why following remote access to my computers, and changing the system settings, I now have 2 computers that are now useless, the parting advice was to go to computer shop to have them repaired at my expense, the only computer working is my laptop, which was the first pc I was able to download bt netprotect plus to and is working okay, but I'm fearful that it will die to and I'll be left in the dark. I would be grateful if any other bt customers have had similar problems and found any solutions, I can't afford to right off hundreds of pounds worth of equipment, I wished I had never changed to option 2 and kept things as they were, I have never had any problems with BT, McAfee or my desktops prior to this incident. Thanks

Hi Stuart,
Thanks for the e-mail. I am really sorry for the problems that you have had, quite a frustrating issue I fully appreciate.
I can see that there is an open complaint on your account in which a team is actively dealing with this case. As far as I can see the last note on the complaint is that you have agreed to bring the PC in question to a Vendor to have it checked. Is that correct?
I really don't think that this issue could have been caused by the action of the advisor who took remote access control of your PC. The actions the advisor took where all at software level but the problems that you describe indicate that the power was off on the PC and monitor when you returned. I am not aware of any changes anyone could make via your operating system that would cause you to lose power to the PC components.
As I say there is a team already dealing with this issue so there is not much we can do in the mean time as too many departments dealing with this could prove very confusing. I would however be very interested to learn of the outcome of this case.. If there is anything else that I can help you with please drop me a reply.
REPLY
Thank you for your reply, both desktop PC's had power, but were unable to boot up with no signals to peripheral devices (monitor, keyboard, mouse) if the problem was purely software, I can't understand why BT technical help did not ask the customer to download from McAfee site software removal tool before attempting to install BT NetProtect Plus, especially if the customer had been a previous customer of McAfee, maybe wise after the event, on the day the technician took control of my desktops, it was evident that system files were being accessed and deleted and following this both computers failed to restart as unable to boot up. I asked a local computer technician to look at both PC's and one is now up and running again with BT NetProtect Plus installed and working, the other desktop continues to fail to boot up, however, the technician accessed the hardrive to allow me to rescue files.
I have again spoke with BT technical help, I could accept if only one PC failed to boot, but both following intervention from BT technical help remote access is more than just coincidence, but I now understand, BT accepts no responsibility nor offers any solution, compensation for the loss of hundreds of pounds worth of equipment, a warning should be issued to customers that intervention made by BT technical help remote access may result in loss of functioning PC. The only advice available from BT is to continue presenting the non functioning destop to to a PC vendor for repair at my cost, like I said in previous e-mails I would rather replace the desktop as continual repair costs would exceed the cost of a replacement desktop and would resolve the problem at my cost and prevent any further frustration dealing with BT, happy to close the complaint now as unresolved.

BT Netprotect PLus - Renew Licence Issue

Quod Core PC with Vista s/p2 64bit
BT BB with option 3
I have enjoyed BT Netprotect Plus for sometime and every now and again I get a stupid licence renew issue occur as do others. Well it has happened again but this time I have been unable to fix it. According to Microsoft's Windows Security Alert I have no McAfee Firewall or Antivirus installed or initiated. I can't even switch over to MS's firewall.
According to the BT BB FAQ's it is just a simple matter of right clicking on the "M" icon and selecting the renew licence. Except in my case the icon disappears after the desk top appears on boot up. The desktop icon fails to work as well and I've run short cut fixes and even selected the program from the list of programs all to no avail as the program fails to boot.
I have even tried to uninstall and reinstall BT Netprotect Plus but every time I do this I lose access to the internet. A yellow triangle appears stating "Local Access" only. To regain internet access again I have to invoke a restore going back 5 days.
When I boot up McAfee Security Plus it appears in red and tells me my PC is at risk and when I run the "fix" button it takes me to their pay and download web site which is rich considering I pay for these services in BB option 3.
I have looked up BT's FAQ page and have seen similar experiences and it is recommended to download McAfee's Virtual Technition which I have done and run a scan. No feedback received that there is a problem or indeed whether it was fixed and there is no change to my PC as I still can't renew the licence. Just to make this a little more annoying and weird I have two other PC's connected to my LAN. A laptop running windows 7 and an ancient beast running XP. Both have access to the internet and and there are no issues with updating BT Netprotect antivirus s/w. I have even used my laptop to invoke licence renewal on that PC thinking that would satisfy McAfee but I still can't fix the problem on my Vista PC. Please help. Incidentally I think it is bad customer service not to warn customer's of a licence renewal. It was bad enough when BT supplied Symantec A/V products. I'm on my Vista PC every day and auto updates for McAfee are set up. Look forward to the answer on this one. Please don't tell me to re-install Netprotect again. Regards Dave

Hi GHFM,
Have you tried this yet?
https://kc.mcafee.com/corporate/index?page=content&id=KB53512
Cheers,
Chris.
BT Mod Team.
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BT Netprotect Plus/McAfee not turned on, cannot st...

Hi guys,
On my wife's laptop (windows7) i get a toolbar flag with a cross through it which, when clicked, comes up with a window that says "McAfee Anti-Virus and Anti-Spyware reports that it is turned off". If you follow the options to "turn on now" it asks you to "trust" the publisher. If i do that it appears to do nothing.
So i tried clicking the the McAfee shield on the bottom right and nothing happens (no response).
So i tried to go into BT NetProtect Plus via Start, All Programs etc. and when i do all i get is a blank white box (no other response. Only way out is to close the program.
Same blank white box when i try to "Uninstall or change a program" for BT Netprotect Plus.
Any ideas anyone?
Jeff

Insomnia struck, so here goes.
@AQ
Only problem I had with MSE was getting a scheduled scan to run, though it wasn't really a problem as it lets you know soon enough if you need an on demand scan, provided you show the icon in system tray. I won't bother with the details, but it had to do with how MSE operates with Task Scheduler. Anyway it was solved through Windows 7 Forum. For what it's worth here's how I got it to run reliably:
Set a quick scan to run to run daily at a time when you are most likely to be using the computer. Uncheck the two boxes for latest definitions (MSE checks every day anyway) and to run when not in use. Leave CPU at default of 50%.
This captures a scan every couple of days at least, completely unnoticed as it takes literally a couple of minutes and has a very light touch. I only know it ran by checking the program. A full scan is very thorough and takes a couple of hours; worth running now and then when the computer has nothing better to do. As belt and braces, I also use Malwarebytes Anti-Malware on demand occasionally; it too is very quick.
MSE doesn't come with a firewall but you just need to turn on the Windows one. MSE also disables Windows Defender, a bonus as you get way fewer Windows updates.
@DS
I also liked Site Adviser but it was never happy with Chrome, my default, so I opted for WOT. They do work differently; who knows which is better?
I use IE occasionally due to Chrome not going too well with a particular website. I did have Site Adviser with it, but it went with the rest of McAfee when I installed MSE, and I replaced it with WOT just for consistency. I'd be surprised if there was a problem running SA with MSE. Google didn't bring up much; no suggestion of incompatibility but some consensus that MSE was OK on its own and SA is cr@p! So yer pays yer money and takes yer choice I guess.
MSE is very slim but does offer a bunch of options.
@All
I've said before that McAfee was not too bothersome on my laptop, but it strangled the netbook. I was so pleased with MSE on the netbook that I also ditched McAfee from the laptop when it delivered the icon problem reported here some weeks ago, even though I still had a year's subscription left. Good decision.
You can click the white star next to this message if you think it was helpful.

BT NetProtect Plus - cannot get rid of desktop sho...

I had to reinstall BT NetProtect Plus. Now it puts a desktop shortcut (on the desktop) each time PC boots up, even if it has been previously deleted.
I cannot find a setting in the product to remove the icon, and a browse through the registry did not show any obvious setting to stop it being added.
Any one know of a way of getting rid of this?
Also... BT why do you insist on adding this, especially as it in the system tray.
(I run WINXP)
Solved!
Go to Solution.

Keith_Beddoe wrote:
That is a very old posting,
It certainly is
and DS does not monitor his subscriptions.
True, but I'm known for lurkin'
Would you like to ask the rest of the forum members?
McAfee rolled out an update a while back, you need the latest version installed, have a read - https://community.mcafee.com/docs/DOC-3361
This should sort out the BTNP version - open BTNP, navigate to update and select it.
Then after it's updated, simply try deleting the icon again.
Can't really give any more help as I've stopped using BTNP
-+-No longer a forum member-+-

Problem installing NetProtect Plus

Yesterday I upgraded to Windows 7 from XP on a desktop computer that previously had NetProtect running. After a clean install of the OS I tried to install NetProtect Plus via the "download BT Software" link. I created and logged in to a McAfee account, but when I ran the installer I got the message:
"We're sorry, but there are no programs that you can install from this McAfee account. Please log in with another McAfee account, and try installing again."
Net Protect is still running and updating OK on my netbook which is also running Windows 7, but this was installed before the requirement to register an account with McAfee.
Paul

I have successfully installed BT NetProtect Plus on two Packard Bell computers but when I try the method using a Dell Inspiron running XP the installation stops and informs me:
"McAffe Integrated Security Platform Installer has stopped working"
The details of which are:
Problem Event Name: APPCRASH
Application Name: Install.exe_McAfee Integrated Security Platform Installer
Application Version: 4.5.188.0
Application Timestamp: 4bc8ff5c
Fault Module Name: kernel32.dll
Fault Module Version: 6.0.6001.18215
Fault Module Timestamp: 49953395
Exception Code: c000008c
Exception Offset: 000442eb
OS Version: 6.0.6001.2.1.0.768.2
Locale ID: 2057
Additional Information 1: 1a0c
Additional Information 2: ffa867517e4ef748d61356445c1cd7b8
Additional Information 3: c8be
Additional Information 4: 0521364882d3a5ae8bc8d4ec805303dd
Read our privacy statement:
http://go.microsoft.com/fwlink/?linkid=50163&clcid=0x0409
Need I disable any of the other PC protection software?
Any ideas how I can get the installer to work?

Netprotect plus suddenly removed

Hi, excuse me if this is not the correct place to make this post. I am an option 2 customer and have been for quite some time. I used my computer this morning with no problems, however when I logged on this afternoon I got a message that my netprotect product was out of date and needed updating. I googled the problem and was directed to a BT help page. I followed the instructions to uninstall and then re-install. When I attempted to re-install the only option available to me was to purchase it for £3.49. I have been passed from helpdesk to helpdesk for over 3 hours with no success.
The last person I spoke to sent me a link to download the product 'free' for a month to give me some protection. This link fails everytime I atempt to instal it. Has anybody any ideas about what is happening as I am getting nowhere with it.

BT Netprotect /McAfee can cause problems on some computers and uses a lot of computer resources. My advise would be to uninstall it and install a free program such as Microsoft Security Essentials or AVG 2013 free or Avast free.
If you do want to uninstall BT Netprotect follow this link
http://bt.custhelp.com/app/answers/detail/a_id/13523/~/i-don't-want-bt-netprotect-plus-anymore.-how-...
Make sure you follow the guide and after a restart run the McAfee removal tool.
If you don't want to uninstall but want to re-install carry out the uninstall as above then follow this guide
http://bt.custhelp.com/app/answers/detail/a_id/12640/~/how-do-i-get-bt-netprotect-plus%3F

BT NetProtect Plus install fail.

Hello All,
I have been unable to get past DMSetup.exe in the setup routine. The Download Cannot Continue error message appears after running DMSetup. The PC originally had Avira Anti Virus installed but this was uninstalled prior to attempting to install Bt etc. I have had 6 failed installations on this PC this evening. The system has had the McAfee removal program run 3 times, registry cleaned and polished, system cleaned with Advanced System Care.
The package was installed on another PC of mine and is up and running without any dramas. I have the Panda Anti Virus running on my problem PC. Any help, thoughts or workrounds appreciated, if more info is required please ask for it.
I am now off to go up the wooden hill to blanket fair. I will check for comments on Friday afternoon or I may just hide under the duvet for a long time.
regards Phil
Solved!
Go to Solution.

Many thanks for the reply. I have run Advanced System Care, CCleeaner and McAfee cleaner. The last one to get rid of the incomplete installs, if any. I have the security and other settings for IE8 (Yahoo version) at default settings. I have tried installing with anti virus removed and Windows firewall disabled.
Current security programs running are, Windows Defender, Windows firewall and Avast Antivirus (free version). It is probably me being pig headed and wanting to have something paid for up and running. I have BT NetProtect Plus up and running on the 2 secondary PCs in the house.
System is a HP Pavilion A6632uk with Vista Premium fully updated. The only change from stock is a Radeon HD 4650 (GV-R4650-1G1) graphics card. It replaced the original graphic card which was well and truly banjaxed, yes I got the card replaced under warranty. That came with a faulty cooling fan assembly so I put the Radeon card back in. I have EMCO and Malwarebytes freeware programs installed which are scan on demand so should not be seen during installation by BT Netprotect Plus.
regards Phil

Windows7 and BT Netprotect plus

Hi de hi
To cut a very long story short.....
BTNP operating on XP PC detected a Trojan (Very rude adult theme) attempt from a source computer which tried to scan my PC but was blocked. Phew!
Having concerns regarding my kids safety I updated the Microsoft Security Essentials which is/was installed on Laptop. Suprised to find that MSE updates are 8 hours behind us Brits
Uninstalled MSE and restarted Laptop. Got the usual 'not protected warnings'.
Installed BTNP using Firefox (NO add-ons!). Got the "!". Checked and BTNP advised that firewall not enabled and to click fix. Got a "one or more errors" and couldn't fix. Multiple attempts and still the same. Checked Windows firewall and it was still enabled. Switched it off and clicked fix. Still zip. Some time passed and after much head scratching uninstalled BTNP.
Opened IE8 and tried with that. Bingo it only ruddy worked.
Therefore can a mod please look into why Firefox had an issue as it shouldn't of.
ps. You might want to update either of these
Does BT Netprotect Plus work with Windows 7 = no - http://bt.custhelp.com/app/answers/detail/a_id/13238/related/1
Will BT Netprotect Plus work with Windows 7 = yes - http://bt.custhelp.com/app/answers/detail/a_id/12868/related/1
-+-No longer a forum member-+-

Hi DS,
I agree with you "does NP+ work with W7" not the only contradictory FAQ. I've tried NP+ on W7 x64 installed OK and with Firefox, notice the word tried NP+ appears to be a previous version of Macfee's IS suite I suppose what do you expect for free.

FAO Aarong/Webby - BT NetProtect Plus Firewall is ...

Evening boys,
It would appear the BT NetProtect Plus Firewall is causing my erratic speeds as I've just turned it off and am getting a constant 72mb on vmspeed.com and practically the same on bbmax.
The moment I turn it back on, speeds are dropping by a good 15-20mb, back off again and straight back up to 72mb and the whole test is nice and consistent?????
Why on earth would the BT NetProtect Plus Firewall be causing it?! I'm 99.99% sure that this is the issue as if I solely disable the real time scanning, the erratic speeds persist but turning off the Firewall and Bob's your Uncle?!
You won't get to ride the racehorse...until you've ridden the mule.... - RogerB 13/04/2010

pauldavies1980 wrote:
I'm using the BT Mcafee Netprotect Suite and was intrigued by this post so had to give it a go... Unfortunatly it makes no difference in the slightest on my machine with it disabled to when enabled, so can only assume Mcafee is doing something on your network to cause these fluctuation when doing speedtest.net.
My setup is 1gb NIC connected to Cisco Catalyst 1gb/s Layer2 switch which is connected individually to the Openreach modem & HH3. I deceided to go against connecting the red port on the HH3 direct to the OR modem as I wanted to capture an analyse the packets data so I can get some metrics on speed/throughput etc.
Sorry to hear that Paul but it is definitely the cause of mine?! I'm taking regular tests with the Firewall on and off now and the only consistent results are with it off!?! I have absolutely no idea what is causing this or why but I shall have to do some more digging....
You won't get to ride the racehorse...until you've ridden the mule.... - RogerB 13/04/2010

McAfee Firewall in Netprotect Plus

Since the recent program update to Netprotect Plus, I am unable to use FTP. If I disable the McAfee Firewall and enable the Windows Firewall, all is ok.
Ports 20 and 21 are open in McAfee - any ideas would be very helpful please.

My advice and that of others on the forum would be to uninstall BTNetprotect. It can cause problems on some computers and is a resource hog. There are far better free antivirus programs available such as Avast Free, AVG Free and Microsoft Security Essentials.
If you do want to uninstall BTNetprotect use this guide and make sure you use the BTNetprotect/McAfee removal tool after you have restarted your computer.
http://bt.custhelp.com/app/answers/detail/a_id/13523
If you do want to re use BT Netprotect, uninstall it using this guide along with the BTNetprotect/McAfee removal tool after a restart and then reinstall. That may sort your problem.
http://bt.custhelp.com/app/answers/detail/a_id/38369/

Bug Ridden BT NetProtect Plus update

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