New Contributor
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3 Messages
We're sorry. We are unable to complete your request at this time.
I am trying to add Cox Security Suite back to a laptop that I recently cleaned up. I have been getting the message:
"We're sorry. We are unable to complete your request at this time."
for two days now. I tried calling Cox and got the usual transfer around (52 minutes total phone call). When I finally spoke to someone, I got all the usual suggestions that I had already tried. I tried them all again - relogging, three different browsers, restarts, etc. etc. and decided to wait to see if the site (McAfee/Cox) was down for some reason. It is STILL giving me this message. Can anyone help? I just want to add the antivirus software back onto the laptop.
Trikein
Contributor III
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806 Messages
12 years ago
At what point of the download or install do you get that error? I will try to replicate.
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Trikein
Contributor III
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806 Messages
12 years ago
I can download and get to the install point (which I can't do since I have a current AV on this machine). Are you getting the error during install or before download? Also, you may want to try loggin in as a different user at ww2.cox.com?
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LindaP
New Contributor
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3 Messages
12 years ago
I go to my account - cox security software - and click on Manage Cox Security Suite Plus. Then I get the error message. I just tried again and got the same thing. I only have one log in on the account and am sure that I am logged in correctly.. the nice tech support person even told me I was correct :-)
They are telling me to call McAfee. I will call them when I have more time.
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Trikein
Contributor III
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806 Messages
12 years ago
Seems like it's the hand off between Cox and Mcafee isn't triggering. Could be a provisioning issue, but could also be a cookie issue on your computer or some kind of security setting.
1. Have you tried accessing the same site from another PC?
2. What internet plan do you have? Any recent change of service?
3. What is the domain when you get the error? Like can you copy/paste it here?
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LindaP
New Contributor
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3 Messages
12 years ago
1. I have tried this on the desktop and on the laptop. Same problem.
2. I have High Speed Internet - Preferred Package. About two months ago I added television, but have had internet and phone for over a year, 6 months at my current location.
3. https://myaccount.cox.net/internettools/securitysuite/manage.cox?product=csspforpc On that page when I click on "Manage Cox Security Suite Plus" I get the error page. Which is: https://myaccount.cox.net/internettools/securitysuite/autherror.cox?error_code=31
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Bruce
Honored Contributor III
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5.7K Messages
12 years ago
What do you mean "cleaned up"...you removed your previous version of McAfee? I think it's a licensing issue.
If you removed McAfee, you also removed its license from your laptop; however, McAfee is still issuing you a license through your Cox account.
This is no help, but you should have clicked the Deactivate Cox Security Suite Plus on your Cox account to release your license.
Yeah, right now, McAfee is the only one to release your license so you can download and install it again. You probably need to provide your Cox-issued IP address and account number.
http://whatismyipaddress.com/
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Trikein
Contributor III
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806 Messages
12 years ago
I don't think it's a license issue, because even if you had Mcafee installed on your computer you should be able to download as many copies of the file as you want. The licensing doesn't get applied until after download , during installation. His problem is something is failing before the Cox page can redirect to the Mcafee page. It's probably checking a Database somewhere to see if he has Data service and right now that database is saying no. I think this one is going to need a ticket escalated somewhere to get fixed.
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