Solved Help needed with new Windows 10 laptop please!

[becstar57]

Hi everyone. I was hoping that someone could help me with some problems I've been having over the last few days. Let me make it clear, I am very limited in my knowledge so I hope you will bear with me!

I bought an Asus Zenbook UX330 last week which has Windows 10 on it and I am now having problems that weren't an issue for the first few days I had it.

Since I got it, the only thing I have done is download Google Chrome and start an MS Office trial which I did with no problems. Up until Saturday everything was fine - could access internet via chrome, could login to my work Outlook email and could open, create and save documents in Word and no problems on any websites including Facebook. On Saturday, I started a free McAfee LifeSafe trial but then afterwards, when I clicked on my Chrome icon, the little blue wheel whirled but no chrome. I tried it again but the same thing happened so I used Edge instead. After about 2 or 3 minutes, I noticed the Chrome icon flash and Chrome had launched (twice) behind the Edge window. This happened again and again so I uninstalled Chrome and tried to reinstall thinking it might just be a glitch and a reinstall would fix it. However, now I cant:
1. Get Chrome to download at all
2. MS Office functionality is severely restricted even though when I click on the 'Get Office' it says I'm all set up.
3. Other apps like Asus Gift Box are now doing the same as Chrome was doing - seemingly not loading (no blue wheel then all of a sudden 3 or 4 minutes later they suddenly appear).
4. I can't access my work outlook email account - when I type in my email address nd press 'next' it says 'there was an issue looking up your account - try again'. Also when on Facebook, it freezes every time I try to scroll down.
5. Some websites freeze (Facebook is the worst for this but others do this too) and message usually says something about a long running script. Very frustrating.

I have no idea why this is suddenly happening, don't know if it's to do with McAfee or if that's just a coincidence but I am very confused and frustrated! Just want things to go back to how they were running (i.e with no problems) before Saturday! This is a brand new laptop! Any help or suggestions would be really appreciated. Thank you in advance.

 

[phillpower2]

Hello becstar57,

Start by getting rid of McAfee LifeSafe trial using the steps at the link here

Next Download and run the McAfee Consumer Product Removal tool (MCPR) from here to make sure its gone.

Then make sure that Windows Defender is protecting your computer by following the steps here

Let us know how things go after doing the above please.

 

[becstar57]

Hi phillpower2
Thank you for your advice. I got rid of McAFee LifeSafe trial and it no longer appears in my download list or in my hidden icons. I followed the steps to run MCPR and got as far as the last stage where it shows the 'Removing McAfee Products' box and after this stage it said 'Incomplete Uninstallation - timeout no response from mccleanup.exe. Is this what should happen?

I then went into Defender (had to do it via a search in 'Settings' as my 'Security and Update' section in Windows won't let me select any of the headings). It wont let me turn on Windows Defender when I go into and when I go into 'Windows Defender Settings' and when I click on 'Wndows Defender' or 'Scan for malware and other unwanted softwear', both give me the response 'this application has been turned off and isn't protecting your computer'.

Still having the same issues as I originally described and now I have no security on my computer. Any further advice would be greatly appreciated. Thank you.

 

[becstar57]

Hi phillpower2
Thank you for your advice. I got rid of McAFee LifeSafe trial and it no longer appears in my download list or in my hidden icons. I followed the steps to run MCPR and got as far as the last stage where it shows the 'Removing McAfee Products' box and after this stage it said 'Incomplete Uninstallation - timeout no response from mccleanup.exe. Is this what should happen?

I then went into Defender (had to do it via a search in 'Settings' as my 'Security and Update' section in Windows won't let me select any of the headings). It wont let me turn on Windows Defender when I go into and when I go into 'Windows Defender Settings' and when I click on 'Wndows Defender' or 'Scan for malware and other unwanted softwear', both give me the response 'this application has been turned off and isn't protecting your computer'.

Still having the same issues as I originally described and now I have no security on my computer. Any further advice would be greatly appreciated. Thank you.

UPDATE!!! Hi phillpower2. I restarted my laptop and everything is working again! Thank you so much for helping me - really really appreciated.

 

[becstar57]

Just one more thing - is Windows Defender sufficient security for my laptop or is there another product you would recommend? Don't want to get into a mess like this again but I trust your advice!

 

[phillpower2]

Hello becstar57,

Apologies for the delay getting back to you

Glad to hear that all is now well and thank you for letting us know

Just one more thing - is Windows Defender sufficient security for my laptop or is there another product you would recommend?

Windows Defender and MBAM (free) are all that I use and have never had a problem, that said I do not download torrents etc which is where most users get into trouble with malware infection.

Edit to add, for a good free firewall Zone Alarm or Comodo, Zone alarm gets on ok with Windows Defender but if you opt for Comodo make sure that you do not let it install the additional browser by unchecking the option.

Please make sure that you always create a new system restore point before installing or updating any program.

You are welcome btw