Getting 'An unexpected error has occurred' when downloading McAfee AT&T Security Suite

trying to download the mcafee internet security suite on my laptop and it's not working. When I click download I get a message, "An unexpected error has occurred

Accepted Solution

Official Solution

ATTTimCS

Employee

•

414 Messages

10 months ago

Hello Community,

Thank you for reaching out. We were able to identify the issue that was causing some users to get a 404 error when trying to download the software. It appears that McAfee made a change on the back end that was causing these errors. McAfee has updated their system early this morning, and we have verified the fix is working.

You should be able to download the McAfee software now without issue. Please let us know if you run into any other issues.

Thanks

Tim, AT&T Community Specialist

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ctgrims

New Member

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2 Messages

1 year ago

Hi, I am unable to install the ATT Internet Security suite (aka McAfee Antivirus suite). Following are the details. 1. I have a windows 10 computer that is up to date, which had a previous version of McAfee (trial version expired). I uninstalled it using instructions on the KB article page (uninstalled from Control Panel, used pre-install tool and MCPR tool). 2. Navigated to "Install Antivirus Plus page" - [https://www.att.com/support/article/u-verse-high-speed-internet/KM1046931/] Selected link to go to download page - [https://uversecentral3.att.com/uvp/myhome/mam/ISS] Selected "English Download" on download page - [https://uversecentral3.att.com/uvp/myhome/mam/!ut/p/a1/hc67DoJAEAXQb6GgZYc3sVsJQWCVqIWwjQGDgAGWLCv8vkgsLHxMNzdncgdRlCDaZWNdZqJmXdY8d2qdI001wIiA-JqKARNPDY_xTnXBnEE6A_gyGP7dnxBdiOvjjWETAH9vrCGwt3HkHRwdAusFflSEiJYNy5d3U9zlulMiyotrwQuu3PkcV0L0w0oGGaZpUjIhlAtrZfjkKzYIlLwx1LcJ3MxmJFiSHn8toMk!/dl5/d5/L2dBISEvZ0FBIS9nQSEh/] 3. Always took me to the following McAfee page that provided no further help: [https://home.mcafee.com/ssoauth?affid=679&culture=en-us] 5. I verified that I should be able to download this on 4 computers. I am wondering if they have records of the old computers, no longer used, still having it installed. How could I resolve that if it is the case or find out if it is the case? 18+ Mbps Internet Plan Computer has 8GB RAM Updated to latest security patches for Windows 10 Tried many 6+ times with slight variations and no luck!

Note: This comment was created from a merged conversation originally titled Can't install ATT security software from McaFee

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DTDC

New Member

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5 Messages

Same issue here. The links appear to result in a dead end.

Like

11 months ago

0

ATTHelp

Community Support

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225.7K Messages

Hello DTDC, we will be happy to help with the installation of the Antivirus software.

In order to do so, we need to make sure you are meeting the right requirements for the download. The article will also have helpful information you may need as well.

It is good to know that, if you have Internet or DSL with a connection of 3 Mbps or higher, the Antivirus would be free. If your speeds are 1.5 Mbps or lower, the charge for the software would be $5 a month for up to 3 computers.

Please let us know if you have any other questions or need further assistance.

Lani, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Like

11 months ago

0

DTDC

New Member

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5 Messages

Lani, this does not work.

The download link first goes to this page:

AT&T Internet Security Suite powered by McAfee®

Installation

1) Begin the installation by selecting English Download or Español Descargar below.
2) Read and accept the End User License Agreement and follow the prompts to complete your installation.

Support/Troubleshooting

Visit the McAfee Account Manager to view the details of your AT&T Internet Security Suite account.
McAfee Account Manager in English
McAfee Account Manager in Español

Disable my subscription

Upon clicking the English download link, the resulting McAfee page is an error as shown here:

An unexpected error has occurred.

Please try the following to find the information you need:

Check the web address you entered to make sure it is correct
Visit the McAfee home page
Go to McAfee Support
Return to the Previous Page

Like

11 months ago

0

ATTHelp

Community Support

•

225.7K Messages

11 months ago

We can help you download and install the AT&T AntiVirus Plus powered by McAfee @bdock912 . We

First, we suggest you do a pre-installation clean up.

Then follow the steps below to install:

Go to AT&T AntiVirus Plus and select Download Now.
Enter your AT&T user ID and password.
Choose your option. If you have internet speeds of:
3Mbps or higher, go to Step 4.
1.5Mbps or lower, select Buy Subscription. You can purchase a subscription for $5 per month.
Follow the prompts to download and install AntiVirus Plus.

FYI: You can install AT&T AntiVirus Plus on up to four computers, either Windows®, Mac®, or both. If you’re using a Windows computer,

If you have:

AT&T Internet or DSL with a connection speed of 3Mbps or higher, you can download AT&T AntiVirus Plus free of charge.
DSL with a connection speed of 1.5Mbps or lower, you can sign up for a discounted subscription of $5 per month.

FYI: The download process will let you know if you have AT&T Internet or DSL and prompt you with the appropriate options for your service type.

Learn more about the features, costs, and requirements of AT&T AntiVirus Plus.

Finally, here are the requirement to install on Windows or Mac

See if your Windows® PC meets the minimum operating system requirements:
Microsoft Windows 11
Microsoft Windows 10
Microsoft Windows 8.1 fully patched (32-bit and 64-bit)

Heads up: If you don't have the latest version of McAfee (14.0), upgrading to Windows 10 will uninstall McAfee. You can update to the latest version to prevent this issue. You may not have the latest version of McAfee if:

You turned off updates.
Recovery mode changes from v14.0 to an earlier version.

To fix this issue, either download McAfee 14.0 or reinstall McAfee after updating to Windows 10 (only option for XP users). To reinstall, download McAfee as if for the first time.

Your Mac must be running macOS®X 10.12 or higher.

We hope this helps you clear "An unexpexted error has occured" that you get when you attemp to install your McAfee.

Thanks for contacting the AT&T Community Forums.

Olajide, AT&T Community Specialist

(edited)

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JEmartino

New Member

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4 Messages

11 months ago

When I attempt to download the software, it goes to the login page. I put in my login information and I get a message the Im not using the correct login ID.

Note: This comment was created from a merged conversation originally titled Antivirus Plus

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dave006

Scholar

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3.7K Messages

Double check that you are using your Primary AT&T Account ID and Password. A secondary account or alias email address will not work.

Please review this support page for additional details: https://www.att.com/support/article/u-verse-high-speed-internet/KM1046931/

You can also Sign directly on this page using the link on the Top Right link and then click on the Download link after you have completed signing in to your online AT&T Account.

Dave

Like

11 months ago

JEmartino

New Member

•

4 Messages

Thanks, had to create a member ID with att.net address. Still, there was a download error that could only be resolved by getting a download link directly from McAfee.

Like

11 months ago

0

usdafred

New Member

•

6 Messages

10 months ago

Can anyone download the free software offered by At&t using att.net/iss? If yes do you have any advise? I just get an unexpected error message!

Note: This comment was created from a merged conversation originally titled AT&T Antivirus Plus software Free for download

6

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JefferMC

ACE - Expert

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33.6K Messages

That path is not where I would expect to find it.

Try following the instructions here:

https://www.att.com/support/article/u-verse-high-speed-internet/KM1046931/

[ Be advised that you've posted on a community forum primarily peopled by other customers. I am not an AT&T Employee. An AT&T Customer Support rep may or may not ever reply to your post. ]

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Like

10 months ago

0

usdafred

New Member

•

6 Messages

I received this error message as well from att.net/iss

An unexpected error has occurred.

Please try the following to find the information you need:

Check the web address you entered to make sure it is correct
Visit the McAfee home page
Go to McAfee Support
Return to the Previous Page

Like

10 months ago

0

JefferMC

ACE - Expert

•

33.6K Messages

I am assuming that you were allowed to sign in, and select the download you wanted before that appears?

[ Be advised that you've posted on a community forum primarily peopled by other customers. I am not an AT&T Employee. An AT&T Customer Support rep may or may not ever reply to your post. ]

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Like

10 months ago

0

usdafred

New Member

•

6 Messages

After entering your suggested web address. I pressed "got it" entered my password. Then I selected English as the language and then the web page redirected me to the error message. After talking to both Macafee and At&t tech support it maybe that AT&T hasn't paid Macafee for the Antivirus software?

Like

10 months ago

0

JefferMC

ACE - Expert

•

33.6K Messages

I really don't think that's it, because after I click the English Download button, I get (eventually) redirected here:

I'm not sure why you're not getting to this same place. There's more to this story and the handoff between AT&T and McAfee than I can tell from way over here. The support staff at AT&T have no clue how this should work and won't be of any help. The McAfee people are apparently just as useless.

(I'm also wondering why anyone would want to install this bloated excuse for a security package, but I leave that to you.)

[ Be advised that you've posted on a community forum primarily peopled by other customers. I am not an AT&T Employee. An AT&T Customer Support rep may or may not ever reply to your post. ]

Award for Community Excellence Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Like

10 months ago

0

umyal2001

New Member

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2 Messages

10 months ago

The Antivirus link is broken.

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JefferMC

ACE - Expert

•

33.6K Messages

10 months ago

Okay, ATTHelp, now that you've combined the threads, please offer useful advice to solve the problem. Don't just post replies that contain the same links I've already given people. There's a problem for some users when they are handed off between AT&T and McAfee. Please provide some guidance on how to troubleshoot that. That might include a useful contact at McAfee.

@ATTCommunityTeam , I'm not sure if this mention works or not, but this thread could use some helpful support.

0

bdock912

Getting 'An unexpected error has occurred' when downloading McAfee AT&T Security Suite

ATTTimCS

ctgrims

DTDC

ATTHelp

DTDC

AT&T Internet Security Suite powered by McAfee®

An unexpected error has occurred.

ATTHelp

JEmartino

dave006

JEmartino

usdafred

JefferMC

usdafred

I received this error message as well from att.net/iss

An unexpected error has occurred.

JefferMC

usdafred

JefferMC

umyal2001

JefferMC

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