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Installation of Kaspersky Anti Virus 2011 on my Mac has hung

Customer Question

Installation of Kaspersky Anti Virus 2011 on my Mac has hung up during installation? It seems to be about 90% complete and is saying installation time remaining is less than a minute. It's been like that for about 15 mins?

Already Tried:
Nothing = just waiting

Submitted: 397 days and 3 hours ago.

Category: Software

Value: £35

Status: CLOSED

Expert: SVITExperts replied397 days and 3 hours ago.

Hi and welcome to JustAnswer.com.

My name is XXXXX XXXXX X will assist you with your issues.

Please go to the Spotlight (search icon) at the top right of your Mac. Type Activity Monitor in the search field. Select Activity Monitor on the list. Once there, select Kaspersky installation and click Quit Process. Then please run the installation again.

If that does not work, please reboot your Mac and run it again. Thank you.

IMPORTANT: Please bookmark this page in case we got cut off, for revisits, and for reference. Mac: click the + next to address bar or click Bookmarks->add to bookmarks. You can come back by going back to Favorites/Bookmarks and click on the saved link.

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If your issue is not resolved, feel free to ask me questions or let me know the situation.

Thanks and have a great day!

Customer replied397 days and 3 hours ago.

Hi Nick

Thanks for the help so far. Befp/ore I reboot the thing \can \i tell you this... \the spotlight search is not worrking, nothing will launch although the mouse doues move - \i have a spinning circle on the screen. Still want me to reboot? I'm on a PC to you at the moment as the Mac is effectively frozen.

Expert: SVITExperts replied397 days and 3 hours ago.

Seems like your Mac is frozen, please reboot it. If still cannot reboot, please press the power button for 5-8 seconds, your system will shutdown. Then turn it back on and try to install again. Thanks.

Customer replied397 days and 3 hours ago.

OK - Reboot failed. The apple logo is in the middle of the screen but the little sun icon has stopped spinning?

Expert: SVITExperts replied397 days and 3 hours ago.

Please try to boot in Safe Mode:

To start up into Safe Mode (to Safe Boot), do this:

Be sure your Mac is shut down.
Press the power button.
Immediately after you hear the startup tone, hold the Shift key. The Shift key should be held as soon as possible after the startup tone, but not before the tone.
Release the Shift key when you see the gray Apple icon and the progress indicator (looks like a spinning gear).

If that does not work, please do the following to do a reset:

Resetting PRAM and NVRAM

Shut down the computer.
Locate the following keys on the keyboard: Command, Option, P, and R. You will need to hold these keys down simultaneously in step 4.
Turn on the computer.
Press and hold the Command-Option-P-R keys. You must press this key combination before the gray screen appears.
Hold the keys down until the computer restarts and you hear the startup sound for the second time.
Release the keys.

Your computer's PRAM and the NVRAM are reset to the default values. The clock settings may be reset to a default date on some models.

After that, please try to boot your Mac again. Thank you.

Customer replied397 days and 3 hours ago.

Sorry Nick - thid is turning into a nightmare! Done the resets as requested. Still the same. The Kapersky CD is still in the frive and it won't come out - before the Mac hangs it seems to be accessing the CD??

Expert: SVITExperts replied397 days and 3 hours ago.

You cannot boot into Safe Mode? The spinning wheel stuck?

Customer replied397 days and 3 hours ago.

Yes. Now it starts to reboot, then the spinning wheel stops, about a after that the apple logo and the wheel vanish and I'm left with a white screen.....

Expert: SVITExperts replied397 days and 3 hours ago.

Did you do any backup? And was your Mac Lion or Snow Leopard or other?

Customer replied397 days and 3 hours ago.

I have a backup with time machine from Thursday last week. TheMac is a MacBook Pro, about a month old - I think it's shipped with Lion (I'm new to Mac, hence the basic questions).

Accepted Answer

Expert: SVITExperts replied397 days and 2 hours ago.

Thanks. Please connect your time machine to your Mac. Reboot your Mac and press Command and R keys. This will go into Recovery Mode. Select Backup from Time Machine options and select your backup from last Thursday. After that, your Mac should be working. Then try to install Kaspersky again. Thanks.

Here is an image of what it should be: