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Community Support

Community Support

 • 

15.2K Messages

Mon, May 2, 2016 10:53 PM

LG G3 (D850) – McAfee Error after Marshmallow Upgrade

Hi Everyone!

 

We’ve had several customers talk to us about their device receiving a McAfee PIN error message once they’ve upgraded their phone to Android 6.0 (Marshmallow).


You’ll know this applies to you if your phone states “If your LG phone has locked, please enter your MMS pin to proceed”

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Accepted Solution

Official Solution

Community Support

 • 

15.2K Messages

5 y ago

If your device is giving you this PIN error, don’t sweat; we’ve got some solutions in place to get you back up and running.

How2: Recover PIN from Device

 

  1. On the Mobile Security lock screen of the device, select Forgot PIN.
  2. If you have pre-selected buddies, a temporary PIN is sent to them. Get the PIN from the buddy and use it to unlock the device (only applicable for smartphone users).
  3. If you do not have pre-selected buddies, an e-mail with PIN reset instructions is sent to the registered e-mail address (applicable for tablet and smartphone users who do not have pre-selected buddies).
  4. For Mobile Security 2.3 on Android devices, select the Send me an e-mail option to request a reset link. The link is sent to the registered e-mail address.

 

Note: The temporary PIN sent to pre-selected buddies can only be used to unlock the device. You cannot use it to log in to your web account.

 


How2: Recover PIN using Mobile Number

 

  1. Go to www.mcafeemobilesecurity.com
  2. Tap Find Device > Mobile number > Forgot your PIN?
  3. Follow the on-screen instructions. If the device is locked, check My device is locked. You will receive a Support PIN to unlock your phone at your registered e-mail address.

 

Note: You can only use your Support PIN to unlock your device. You cannot use it to log in to your web account.

 

How2: Recover PIN using McAfee Account

 

  1. Go to www.mcafeemobilesecurity.com.
  2. Tap Find Device > E-mail and enter your McAfee account e-mail address and password (the same credentials that you use to log in at http://home.mcafee.com).
  3. Follow the on-screen instructions to access the Mobile Security account.
  4. Tap Settings > Change PIN and follow the on-screen instructions.


Note: If you cannot recover your PIN, you can unlock your device by accessing your account online and sending the Unlock command. Before doing this, ensure that the device is switched on and connected to a network.

 


If you still cannot retrieve your PIN, contact McAfee Support at service.mcafee.com (using the chat or phone options) and provide the following information:

 

  • Name of the McAfee application (Mobile Security)
  • User name (phone number for smartphone and e-mail address for tablet)
  • Registered e-mail address or McAfee Account
  • The IMEI/MEID number of the device (Android ID for tablets)
  • Registered buddy's name and e-mail address for verification

 

Thanks for reading!

 

Kevin, AT&T Community Specialist

Contributor

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1 Message

5 y ago

Kevin. This isn't a solution as far as I'm concerned. It was a pain in the butt, twice! I never had a choice whether to install mcaffee, and it's not giving me a choice to uninstall it, either. I don't understand why, all of a sudden, someone thinks it's important for users to get locked out of their own device-for their own protection????? That should be my choice, Thank you very much. I want McAfee off of my phone NOW. PLEASE SEND INSTRUCTIONS FOR REMOVING, Thank you

Contributor

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1 Message

5 y ago

I'm with Christine. I want it off. It's wasting battery, and it should have been MY CHOICE.
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