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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05914823

Version: 1

Advisory: HP Pavilion 590-P000, 595-P000 CTO Desktop PCs - McAfee Security Message "This App Can't Open" Is Displayed and McAfee LiveSafe Cannot Be Opened After System Restore Completed

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 26-Jan-2018

Last updated : 26-Jan-2018

DESCRIPTION
When selecting the McAfee Security application after a system restore is completed from a restore point, McAfee LiveSafe cannot be opened, and the following message appears: This app can’t open
This can occur after performing the following sequence:
  1. Create a system restore point.
  2. Uninstall McAfee LiveSafe.
  3. Select the restore point created to perform the system restore.
  4. The McAfee Security message appears after the system restore is completed from the restore point.
Figure : McAfee Security message
McAfee Security message

SCOPE
The information in this document applies to the following:
Software/Applications:
  • McAfee Security and McAfee LiveSafe (v16.0.3)
Computers:
  • HP Pavilion 590-p000 CTO
  • HP Pavilion 595-p000 CTO Desktop PC
Operating Systems:
  • Microsoft Windows 10 Fall Creators Update (RS3)
RESOLUTION
To resolve the McAfee Security pop up message issue, perform the following steps:
  1. Press the Win key + A to launch the Windows Action Center.
  2. Select All settings.
  3. Select Apps from Windows Settings and click Apps & Features category.
  4. Select McAfee Security, and then click Advanced Options.
  5. Click the Repair button from the Settings window. If the repair is successful, a check mark appears beside the Repair button.
  6. Restart the computer and then wait a few moments.
  7. Press the Windows key and select the McAfee Security icon from the Windows Start Tile or Start Menu.
  8. The application opens and functions normally.
To resolve the McAfee LiveSafe cannot be opened issue, perform the following steps:
  note:
It is recommended to uninstall McAfee LiveSafe, then download and reinstall the latest version from the McAfee's official website.
IMPORTANT: Be sure to use an e-mail address that is registered to the McAfee account.
  1. Uninstall McAfee LiveSafe from the Windows Control Panel.
  2. Restart the computer.
  3. Navigate to McAfee's official website.
  4. Click the Home User link.
  5. Select Sign in to log into your McAfee account.
  6. After login is complete, select McAfee LiveSafe from the download list.
  7. Click the Download button to start downloading the application.
  8. Follow the on-screen instructions to complete the installation.
  9. After installation is complete, McAfee LiveSafe will be updated to version 16.0.5 or later.

Hardware platforms affected : HP Pavilion 590-p000 CTO, HP Pavilion 595-p000 CTO Desktop PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05914823

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restorationThe information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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