I have a problem with BT Virus Protect

If you are having a problem with BT Virus Protect, here are some common questions and answers you may find useful. Just click on a heading below to find out more......

If you are having a problem with BT Virus Protect, here are some common questions and answers you may find useful. Just click on a heading below to find out more:

With BT Virus Protect's automatic update feature you get the best protection against the latest security threats. But sometimes automatic updates might get disrupted. For example, due to the temporary loss of your internet connection, or problems with your firewall.

To make sure that the automatic updates are working properly, follow these steps:

  1. Double-click the M icon in your taskbar
  2. Click Navigation and select the Automatic Updates link
  3. Click Turn On button. (This will only appear if Updates are switched off)
  4. Verify that BT Virus Protect Updates are now enabled. Click Download to install updates automatically. Then click on Done. If updates are enabled, check after some time that the "Updates are current"

If you're still having problems, try running McAfee Virtual Technician if you can.

This is an automated tool for PCs that can diagnose and fix problems related to BT Virus Protect. When you run it, let it fix any problems it finds and then repeat the previous steps.

What is McAfee Virtual Technician and how do I install it? >

How do I run McAfee Virtual Technician? >

If McAfee Virtual Technician doesn't fix things, or you can't install or run it, try removing and reinstalling BT Virus Protect.

How to remove and reinstall BT Virus Protect >

BT Virus Protect will automatically quarantine suspicious items. To prevent them from harming your computer it encrypts and then isolates the items in a folder. You can then decide to either restore or remove the quarantined items.

In most cases, you can delete a quarantined cookie without affecting your system. However, if BT Virus Protect has quarantined a software program that you recognise and use, you might want to consider restoring it.

When BT Virus Protect quarantines something, it creates a .bup file. Over time, you can end up with thousands of files in the quarantine folders. And this can cause performance problems using the "Quarantine And Trusted Items" area of BT Virus Protect.

Fixing problems

If you're getting problems (for example, BT Virus Protect just hangs) - here's what to do:

  1. Open BT Virus Protect product by clicking the M icon on the desktop or near the system clock
  2. Click Navigation
  3. Under "Settings" click General Settings and Alerts
  4. Expand the "Access Protection" drawer and uncheck Use Access Protection
  5. Click Apply
  6. You can now delete the .bup files causing the performance problem. How you do this depends on your operating system:

    Windows XP

    1. Open C:\documents and settings\all users\application data\mcafee\virusscan\quarantine
    2. Delete all the .bup files

    On Windows Vista and Windows 7

    1. Open C:\programdata\mcafee\virusscan\quarantine
    2. Delete all the .bup files

  7. Go back to BT Virus Protect and check "Use Access Protection"
  8. Click Apply
  9. Close BT Virus Protect

We know there's an issue where some customers can't see the option to download BT Virus Protect in My BT.

Sorry about this. We're trying to fix the problem as quickly as we can, and expect things to be sorted soon.

If you can't connect to the internet after installing BT Virus Protect, first try running McAfee Virtual Technician.

This is an automated tool for PCs that can diagnose and fix problems related to BT Virus Protect. When you run it, let it fix any problems it finds and then try connecting to the internet again.

What is McAfee Virtual Technician and how do I install it? >

How do I run McAfee Virtual Technician? >

If McAfee Virtual Technician doesn't fix things, or you can't install or run it, try removing and reinstalling BT Virus Protect.

How to remove and reinstall BT Virus Protect >

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