Error 12152 or 7305: There was a problem downloading your McAfee

programs
Document ID: TS100407
TS100407 en-US Error 12152 or 73

Problem
When you try to download and install your McAfee security product, the download
might fail with an error 7305, or one of the following messages:

Unable to Continue Installation

We're having trouble completing your McAfee software installation because
of this error: 12152.

Or:
Something went wrong with the Installation
We're having trouble completing your McAfee software. Here are some fixes
you can try
...
Still having trouble? Contact McAfee Support and mention problem code
12152
Cause
The 12152 or 7305 error means that a problem with the McAfee download servers
likely caused your download to disconnect or fail. In most cases, it will succeed if
you wait a short while longer (approximately 15-30 minutes) and try your download
again.
Solution 1
If you still cannot download and install after waiting a few minutes, you can:

Use our Virtual Assistant (below) which will walk you through some
troubleshooting steps.
Use the manual steps shown in Solution 2 of this article.

Virtual Assistant
If you prefer guidance while resolving error 12152 or 7305, click here to use our
Virtual Assistant:
http://www5.nohold.net/McAfeeEndUser/login.aspx?pid=3&login=1&ruleid=789
.
NOTE: When you click the link above, a new window will open. Simply follow
the prompts. When you finish the guided steps, close that window.

Solution 2
Download and run the Pre-Install tool and the McAfee Consumer Product
Removal tool:
 Pre-Install tool
1. Download the following file and save it to your desktop: Pre-InstallTool.
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.
4. After the Preinstall Tool completes, click OK, click Close, and restart
your computer.

When your computer restarts, wait a short while longer (approximately 15-30 minutes)
then try to download and install your McAfee product again.

If you still have a problem, follow these steps:

McAfee Consumer Product Removal tool

IMPORTANT:
o Always download a new copy of MCPR before each use.
This ensures that you have the latest version, and that newer McAfee
products can be successfully recognized.
o MCPR will clean up only the components needed for reinstallation. It is
not designed to clean up 100% of components.
o Completing this step will require a restart.
Before you start:
1. Bookmark or favorite this article so that you can easily get
back to it.
2. Save all open files.
3. Close all programs.

4. Download the MCPR tool.

5. Double-click MCPR.exe.
6. If you see a security warning:

Click Yes, Continue, or Run (depending on your version of Windows):

7. At the McAfee Software Removal screen:

a. Click Next.
b. Click Agree to accept the End User License Agreement (EULA).

1. At the Security Validation screen:

a. Type the characters exactly as shown on your screen (validation

is case-sensitive).
b. Click Next. This step prevents the accidental use of MCPR.
 2. When the process is complete, you will see one of the following
messages. Click the one that you see.

Removal CompleteIf you see this message, the MCPR tool has completed
successfully.

3. Restart your PC to complete the removal process.

 IMPORTANT: When your PC restarts, it will not be protected from viruses and
malware. Ensure that you reinstall your security software as soon as possible to
remain protected (see below).

Cleanup UnsuccessfulIf you see this message, the cleanup did not go as planned:

4. Restart your PC and run MCPR again.

5. If you see Cleanup Unsuccessful again, ignore it.
6. Restart your PC again.
7. Attempt to reinstall your McAfee software.

If you are still unable to install:

 8. Click here to contact Technical Support.
9. Let the agent know:
MCPR produced a Cleanup Unsuccessful message.
You are unable to reinstall your McAfee software.

Try to install your McAfee product again. If you still cannot download and install your
McAfee product, contact Technical Support at: https://service.mcafee.com/contact.
Related Infomation
If you are trying to upgrade your existing McAfee software, your computer is still
protected by the currently installed version. This issue affects only new installations.

Common download/install error messages

The table below shows the error message you might encounter when downloading and
installing McAfee products. If you see one of these errors, take the action in shown.
Error
Action to take
code
File missing. This can happen when one or more of the files expected
during download is not present. This can happen when the McAfee download
12152 servers are not 100% in 'sync'.
Wait a few minutes, then retry the installation. In some cases, you might
need to wait several hours before retrying.
File mismatch. This can happen when the properties (size, timestamp) of the
file being downloaded do not match exactly with the expected properties.
7305
Similar to the error above, wait a few minutes, then retry the installation. In
some cases, you might need to wait several hours before retrying.
Communication error. Wait a few minutes, then retry the installation. In some
76556
cases, you might need to wait several hours before retrying.
Unknown OS. Ensure your system has all important system updates installed
76566
and meets the minimum requirements. Check TS102471 for details.
Wait a few minutes, then retry the installation. In some cases, you might
76559
need to wait several hours before retrying.
Connection timeout. Check your Internet connection for slowness or other
12002
issues. If possible, try connecting to another network and retrying.
Connection failure. Check your Internet connection for slowness or other
12029
issues. If possible, try connecting to another network and retrying.
Connection aborted. Check your Internet connection for slowness or other
12030
issues. If possible, try connecting to another network and retrying.
 Server has reset the connection. Check your Internet connection for slowness
12031
or other issues. If possible, try connecting to another network and retrying.

Supported Windows versions

The McAfee Windows Security Suites are fully supported on the following Windows
versions:

Microsoft Windows 10, Windows 10 Anniversary Update

Microsoft Windows 8, 8.1
Microsoft Windows 7

Older Windows versions

Windows XP
o Microsoft no longer supports Windows XP. While we will continue to
provide "best effort" technical support for McAfee products installed on
Windows XP, we recommend that you update to a newer version of
Windows as soon as possible.
o The current McAfee Security Suites do not support Windows XP
(version 12.8 is the most recent Security Suite to support Windows XP).
o For details on Microsoft's end of support for Windows XP, see
https://support.microsoft.com/en-us/help/14223/windows-xp-end-of-
support.

Windows Vista
o As with Windows XP, only "best effort" technical support will be
provided for McAfee products installed on Windows Vista.
o For details on Microsoft's support for Windows Vista, see
https://support.microsoft.com/en-us/lifecycle/search?alpha=VISTA.

Previous Document ID
307340
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Platform/Issue Type
PC

Affected Products
McAfee Total Protection
McAfee Small Business Security
McAfee LiveSafe
McAfee All Access
McAfee Internet Security
McAfee AntiVirus Plus

Content Type
Install/Uninstall
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