FAQ
AVG 7.5 Technical FAQ » HOT TOPICS
There may be a problem with some of the AVG Control Center components after the last AVG update. This problem appears only when a very old program (AVG 7.0) version is updated. The error messages may be related to:
- Virus Base component (incorrect state)
- Shell Extension (not installed)
- Resident Shield (not loaded or installed)
The solution is to do a Repair installation of your AVG using the latest AVG 7.5 installation file. This process is described in details in our FAQ 286.
If there was AVG Free installed on your pc in the past, it is necessary to follow also these steps after the repair installation: run AVG Control Center - Update Manager - Settings - tab URL - use button Default and confirm.
If the problem persists, please contact our technical support team either using our Technical Support form or directly at support@avg.com (please enter your AVG license number (can be found in AVG - Information menu - About AVG) into the e-mail body).
Examples of possible error states:
- virus EXCEPTION found on Avgcore.dll, avgcc.exe files
- operating system reboots itself
- error: Resident Shield is not loaded or installed
- internal virus base: "It is not possible to check the state of this component, connection failed." or "Component is installed properly, however the control failed with error code: 0x81000002"
- AVG Shell Extension: AVG is not integrated in the Microsoft Windows Explorer.
- Please download the latest installation file of the appropriate edition that you have ordered:
AVG Internet Security
AVG Anti-Virus plus Firewall
- When you are prompted, please do not open this file directly from the Internet, but click "Save" button and choose location where installation file should be stored. We recommend saving the file to the Desktop.
- Reboot your computer.
- Locate the downloaded AVG installation file (it has a four color square icon and its name starts with AVG...) and launch the installation by double-clicking on it.
- Follow the installation wizard.
- Enter your license number when you are asked (we recommend that you use copy&paste method to enter this license number into the installation form).
- If AVG asks you for a computer restart, please do so.
If there is any problem installing AVG, our technical support need to get the AVG installation log file to find out why AVG cannot be correctly installed on your computer.
To send us this file, please do the following:
Click Start -> Run, type %tmp% and press OK button. Please find a file called "avg7inst.log" in the Explorer's window that will appear on the screen and send it to our technical support
It is possible that the AVG license number was not entered correctly. Please compare the license key you have entered with the one you have received from us. However, we recommend you to use the Copy & Paste method to insert your license number correctly, as this will avoid mistakes.
During the installation process, AVG automatically detects your computer’s default e-mail client. AVG will prompt you with the recommended plug-in for the AVG E-mail Scanner. If you are not sure which plug-in to use, we recommend that you do not change the default option of the E-mail Scanner during the installation.
Generally it is not recommended to use more than one firewall on an individual computer. The security of the computer is not enhanced if you install more firewalls. It is more probable that some conflicts between these two applications will occur. Therefore we recommend that you use only one firewall on your computer and deactivate all others.
To solve this issue, please try to remove the content of Temporary Internet Files (open Internet Explorer ->Tools menu -> Internet Options -> Temporary Internet Files section -> Delete Files button -> Delete All Offline Content).
Then, please reboot your computer and try to download the latest installation file of the appropriate edition that you have ordered:
AVG Anti-Spyware
In case you are using some security application for content filtering (CyberSitter, Content Watch ...) please make sure the AVG website* is set as a trusted one (so files coming from it are not filtered / modified) or try to temporally turn the content filtering application off.
*
[www.avg.com]
[akamai.grisoft.cz]
[update.grisoft.cz]
[download.grisoft.com]
If the problem still persists, it is probably caused by instable Internet connection. We would like to recommend you to use some download manager application to download AVG installation file like GetRight (www.getright.com) or Internet Download Manager (www.internetdownloadmanager.com).
In case of any other questions, please feel free to contact our technical support.
There are several ways to update AVG anti-virus:
- run the AVG Test Center (use the AVG icon on your desktop or Start->Programs->AVG 7.5->AVG for Windows)
- click on the Check for updates button and choose the source (Internet or folder)
- open menu Service,select option Check for updates and choose the source (Internet or folder)
- press F9 key and choose the source (Internet or folder)
- run the AVG Control Center (double-click on its icon in the systray or use Start->Programs->AVG 7.5->AVG Control Center)
- right-click on the Anti-Virus or Update Manager component, select the option Update and choose the source (Internet or folder)
If you have any problems updating AVG, please visit our FAQ section "Update problems on workstations".
If you are unsuccessful while solving the issue, please feel free to contact our technical support.
It is possible that AVG installation will fail if Norton Internet Security software is installed on the same computer. Generally (for all anti-virus vendors), the use of more than one anti-virus product under the same operating system is NOT recommended because of possible conflicts in their main components. In this case the possible solutions are:
- uninstall Norton Internet Security completely
- reboot your computer
- install AVG
Note: In case of any difficulties during uninstallation of Norton Internet Security, we recommend to contact technical support of this software.
Minimal hardware configuration which can be used for AVG Professional and AVG plus Firewall is a PC with 486, 32 MB RAM memory and 30 MB free space on the hard drive.
For other AVG editions (AVG Anti-Spyware, AVG Anti-Malware and AVG Internet Security) it is a PC with Intel Pentium 300 MHz, 64 MB RAM memory and 70 MB free space on the hard drive.
Anti-Spyware on-access scanner is available only on Windows 2000 SP4 + Security Rollup (aka SP5), WindowsXP SP2, Windows XP Pro X64 Edition SP1 and Windows Vista.
In case you are interested in all supported operating systems and the recommended system requirements, please follow these steps:
- visit our website: http://www.avg.com/products
- select the needed edition of AVG and click on its name
- click on the "Click here to view details and compatibility" link
First, check your computer with the vcleaner.exe utility. This utility is able to clean/remove most known types of viruses, backdoors and Trojan horses. It isn’t necessary to install this utility, just save it on your PC and run it.
You should check your computer this way:
- download the vcleaner.exe utility
- reboot your computer in the Safe mode
- use double-click on the downloaded file to launch it
- please wait until the test finishes and restart your computer
After checking your computer with vcleaner.exe, you can begin installing AVG. We strongly recommend installing AVG using the latest installation file, which can be found on our web site Downloads-Programs.
When the installation is complete, please update your AVG, to be sure that the latest virus definitions are in place.
If the end of the license period is approaching, and you have received your new license number, please follow these steps to extend the license period:
- launch the AVG Control Center (double-click on the AVG icon in the systray)
- choose the Activate AVG option in the Information menu
- enter your new license number into the next dialogue
To enter the license number correctly we recommend you to use the Copy & Paste method.
If you already have bought some higher AVG edition* and you like to install new components, please do the following:
- Download the latest installation file of the new edition from our website at Downloads-Products
- Run the downloaded file and choose the Add/remove components option
- You must then replace your previous license number with the license number of the new edition
- Check (tick-on) all new components to install
- Finish the installation process
It is also possible to un-install your current AVG edition first and install the new edition following these steps:
- Download the latest installation file of the new edition from our website at Downloads-Products
- Run the downloaded file and choose the Uninstall option to uninstall the previous version
- Reboot your computer
- Run the downloaded file again and enter your new license number to install this version of the AVG
* Upgrade possibilities:
1. from AVG Anti-Virus upgrading to
- AVG Anti-Virus plus Firewall
- AVG Anti-Malware
- AVG Internet Security
2. from AVG Anti-Malware upgrading to
- AVG Internet Security
Note: if you are changing AVG edition from or to AVG Anti-Virus plus Firewall edition or if you are downgrading AVG edition, we recommend that you uninstall the previous version first, reboot the computer and launch the installation file of the new edition now.
If you need to disable your AVG Anti-Virus program temporarily (e.g if you need to install some drivers for a new hardware ), it´s only needed to deactivate the AVG Resident Shield.
You can do it this way:
- run the AVG Control Center (Start -> Programs -> AVG 7.5 -> AVG Control Center)
- double-click on the Resident Shield component
- disable option Turn on AVG Resident Shield protection
- save these settings using the OK button
Note: please don´t forget to activate the AVG Resident Shield component then because it´s an important part of the anti-virus control on your computer!
The procedure goes as follows:
- please run the AVG Control Center as mentioned above
- select the Resident Shield component
- click on the Activate button
In case you are not able to run your Windows XP operating system after AVG 7.5 virus definition update, it may be caused by a false positive on a specific "user32.dll" system file. The file was moved to the AVG Virus Vault and deleted. Therefore it is not possible to start Windows. Please follow the steps below to rectify this situation:
In case you do not have Windows XP installation CD with the latest updates, we strongly recommend you to use our fix tool instead. The mentioned fix tool can be found in FAQ 1580.
WARNING! There is a high probability of incompatibility with other system files (for example with winsrv.dll) if the latest installation CD is not used. This can also cause inabitity to start operating system.
1. Please insert the Windows XP installation CD and boot computer from this CD (if you do not have the installation CD please follow steps mentioned in our FAQ 1580).
2. Choose and run Recovery Console.
3. Choose Windows operating system you want to repair.
4. Disable AVG Resident Shield from loading. You can disable loading services/drivers with "disable" command, i.e. you have to type the following commands (some
of them might not be present in all AVG editions):
disable Avg7Core
disable Avg7RsW
disable AvgClean
disable Avg7RsXP
disable AvgMfx86
5. Restore the User32.dll file from the Windows XP installation CD (instead "D:" use letter of your CD-ROM drive):
expand D:\i386\user32.dl_ c:\windows\system32\
In case the command fails, please use the following command to rename original user32.dll and repeat the command above.
ren user32.dll user32.bak
6. Restart computer and boot Windows normally.
7. In order to re-enable the AVG Resident Shield services we recommend that you perform the AVG repair installation as follows:
- Download the latest AVG installation package (AVG 7.5 for Windows) from the following webpage and save it on your hard disk:
http://www.grisoft.com/doc/downloads?prd=avw
(AVG Anti-Virus)
http://www.grisoft.com/doc/downloads?prd=isw
(AVG Internet Security)
http://www.grisoft.com/doc/downloads?prd=amw
(AVG Anti-Malware)
http://www.grisoft.com/doc/downloads?prd=afw
(AVG Anti-Virus plus Firewall)
- Click on the "AVG 7.5 for Windows" link to download the installation file.
- When you are prompted, please do not open this file directly from the internet, but click the Save button and choose a location, where the installation file should be stored. We recommend saving the file to the Desktop.
- Restart your computer.
- Locate the downloaded AVG installation file (it has a four color square icon and its name starts with AVG75...) and launch the installation by double-clicking on it.
- Follow the installation wizard.
- When prompted, please select the Repair installation option.
- Restart your computer and update AVG.
We have prepared an utility which can fix the issue mentioned above. You can use the following boot media: either CD-ROM or USB flash drive. If you decide to use CD-ROM, please follow the instructions in part A), in case of USB flash drive follow the steps in part B). When finished it is necessary (in both cases) to follow additional instructions described in part C).
A. CD-ROM instructions (recommended):
1. Please download the CD image.
2. Use your favorite CD burning software to burn the downloaded image (IMPORTANT NOTE: Please use the "Burn CD from image"* option).
3. Insert the CD into the CD-ROM drive of the affected computer and restart the computer. It should boot up from the CD. If not, please see the user's manual for you motherboard to find out how to let the computer boot from a CD.
4. Continue with instructions in section C).
B. USB flash drive instructions (available only for computers supporting USB boot function):
1. Please download the USB flash archive (rescue75_en.zip).
2. Extract the content of the "rescue75_en.zip" archive to your USB flash drive.
3. IMPORTANT: go to the root of the flash drive.
WARNING: take care to do the next step only when you are located on the flash drive. Doing the step on the local disk can DESTROY BOOT FILES ON YOUR HARD
DRIVE!
4. Please run the "makeboot.bat" batch (pay attention that it is the one on the USB flash drive) and follow the instructions.
5. Connect the USB flash drive to the affected computer and restart the computer. It should boot up from the USB flash drive. If not, please see the user's manual for you motherboard to find out how to let the computer boot from a USB flash drive. Please note that this function is not supported on all motherboards.
C. Additional instructions:
1. Boot the computer from the CD-ROM or USB flash drive as described in steps A) and B).
2. Follow the rescue process.
3. Please login to Windows as Administrator.
4. Update the AVG program (Open AVG 7.5 Control Center and click the "Check for updates" button or press the "F9" key) .
5. Rename the file "avg7rsxp.sys_off" to "avg7rsxp.sys". This file is located in the "C:\Windows\system32\drivers" folder.
6. Rename the file "avgmfx86.sys_off" to "avgmfx86.sys". This file is located in the "C:\Windows\system32\drivers" folder.
7. Restart your computer.
* The name of the function may vary depending on used software.
There is new function “Upgrade Tool” available in latest versions of AVG 7.5 .
This tool is available in several places, but the most visible are new buttons "Upgrade to AVG 8.0" in AVG Control Center and AVG Test Center.
This tool helps you to upgrade your AVG 7.5 to version 8.0 that offers even better protection, as well as many new features and enhanced performance. The conversion process is divided into several simple steps.
Please note
AVG Upgrader will not be displayed to all AVG 7.5 users at the same time.
It will be activated within each AVG 7.5 installation via several consecutive program updates.
This is to optimize the license server traffic during the process of mass conversion from AVG 7.5 to AVG 8.0.
In case "Upgrade to AVG 8.0" button is not available in your AVG 7.5 you can wait until some of the next program update will allow this button, or you can upgrade manually following the instructions described in the FAQ# 1148.
Platforms supporting AVG Upgrade Tool
AVG Upgrade Tool is supported by the following operating systems:
- Windows 2000 Professional (with the latest Service Pack)
- Windows XP (Home and Professional editions, both with Service Pack 2)
- Windows Vista (all editions)
that are not under the Remote Control.
General information and selection of components
The AVG Upgrade Tool is able to convert most of your important AVG 7.5 configurations, such as E-mail Scanner settings, Resident Shield settings, Virus Vault settings, Proxy settings or most of the Firewall settings. However, some configurations such as Quick Test Database settings, Alert Manager settings or Event Logs cannot be converted, because AVG 8.0 uses different principles, or the settings are not available in the new version.
During the conversion process you can select components to be installed. In the AVG Upgrade Tool wizard dialog named "Installation Customization” you will see two groups of components – one is displayed in green and the second one in yellow. Components displayed in green are those previously installed in version 7.5 (they are selected by default, but you may deselect them) or those that must be installed in AVG 8.0, like Resident Shield or Anti-Rootkit (thus it is impossible to deselect them). Components displayed in yellow are those that were not previously
installed, or those that simply weren’t available in the previous version. The components that were not installed in AVG 7.5 are deselected by default, while new components of AVG 8.0 are selected by default.
Obtaining a new license number
During the conversion the AVG Upgrade Tool will try to obtain a new license number. If this exchange is successful, the new AVG 8.0 license number will be displayed and sent to your registered e-mail address (of course, you can choose another e-mail address if you like). If the exchange fails, you will be notified and the conversion will continue using your old AVG 7.5 license number. In this case the license number will be exchanged during a future virus update.
Removal of other AVG family applications
For successful installation of AVG 8.0 it is necessary to remove other AVG family applications. These applications should be detected and uninstalled automatically during the conversion process. However, if their uninstallation fails, please remove them manually, then run the AVG Upgrade Tool again and continue the upgrade process.