FAQ

If you have bought some higher AVG 8.0 edition*, it is necessary to install it on your computer in place of your previous AVG edition. To achieve this, please proceed as follows:

• Download the latest installation file of your new AVG edition from the Download section of our website.
  
• Run the downloaded file and choose the Uninstall option to uninstall the previous AVG edition.
• Reboot your computer.
• Run the downloaded file again and proceed with the installation.
• When prompted, enter your new license number to install this version of the AVG.

* Upgrade possibilities:
From AVG Free 8.0 upgrading to:

• AVG Anti-Virus 8.0
• AVG Anti-Virus plus Firewall 8.0
• AVG Internet Security 8.0

From AVG Anti-Virus 8.0 upgrading to:

• AVG Anti-Virus plus Firewall 8.0
• AVG Internet Security 8.0

From AVG Anti-Virus plus Firewall 8.0 upgrading to:

• AVG Internet Security 8.0

To install AVG 8.5 over the installed AVG 7.x or AVG 7.5 Free please proceed as follows:

1. Download the latest AVG 8.5 installation file here (choose your edition):

http://www.avg.com/download?prd=aav
(AVG Anti-Virus 8.5)
http://www.avg.com/download?prd=ais
(AVG Internet Security 8.5)
http://www.avg.com/download?prd=avf
(AVG Anti-Virus plus Firewall 8.5)

• Click on "Download AVG now" button
• 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)

2. Reboot your computer

3. Close all running applications, locate the downloaded AVG installation file (it has a four color square icon and its name starts with AVG_...) and launch it

• Follow the installation wizard to install the new AVG 8.5 (previous version of AVG 7.5 will be automatically removed during the installation process)
• 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, as described in FAQ #988

4. Update the AVG program.

If the AVG Trial Edition is installed on your computer you don´t have to re-install it if you bought the AVG Commercial version. You can simply use the Commercial Edition license number to activate the product. You can do it this way: AVG -> Help -> Activate

In case you have been using some AVG trial version before, it is still possible for you to install new AVG 8.5 trial version. This applies to all AVG 8.5 trial versions.
To be able to install AVG 8.5 trial version, it is needed to uninstall previous trial version from your system. You can do it this way:

• Click on Start -> All Programs -> AVG 8.x -> Uninstall AVG.
• Follow the instructions of the uninstallation wizard.

If you experience any problems with the uninstallation procedure, please follow the steps below:

• Download the latest AVG 8.5 Internet Security trial installation file from the Download section of our website.
• After the download is finished, run this file and choose the Uninstall Product option in the Select Setup Type dialog.
• Finish the uninstallation process and restart your computer.

The latest installation file is always available on our web site AVG 8.5 Downloads
When installing or re-installing AVG, we recommend that you check this link for the latest file.

By using the most current installation package, you know that your installation includes recent program changes. In addition, the latest AVG installation file will include fixes to known issues that may have existed with earlier installation files. Following the installation, be sure to update your AVG to receive the latest virus database updates.

 

We would like to recommend you to follow these steps to install AVG properly:

• download the latest installation file available on the following webpage: AVG 8.5 Downloads (please click on the name of needed AVG edition)
• click on the button "Download AVG now (paid version)" to start downloading 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 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 the copy&paste method to enter this license number into the installation form)
• finish the wizard
• restart your computer if needed
  

If you are installing AVG and the installation process fails, there are several steps you can take to install AVG successfully.

1. Make sure you are installing AVG under an account with Administrative rights
This step is vital for correct and successful installation, since AVG needs to copy some of its files into folders, which are not accessible by an account with User permissions. For information on how to check whether you are logged into Windows as a user with administrative rights, please refer to this FAQ topic.

2. Always use the latest AVG installation file
AVG program is being improved continuously, including the installer which is responsible for correct installation process. Moreover, using the latest installation package eliminates the need to download larger program and virus base updates immediately after installation. To download the up-to-date installation file, please visit the Download section of our website, choose your product and click on "Download AVG now".

3. Close all running programs, disable security applications
Before running the installation file, please close all unnecessary running programs and make sure that there is no security application which might interfere with the installation process. Typical examples of programs preventing successful AVG installation are anti-spyware utilities and registry monitors/cleaners, which are preventing access to Windows registry. AVG needs to be installed also into registry to allow the functionality and protection it was designed to offer.

4.  Remove possible conflicting applications
If you are using an application which might be in conflict with AVG, please disable it or uninstall it completely before running the installation. In general, AVG may conflict with such application, that provides similar or same functionality as one of the AVG components. This is especially important for other programs with one or more of these features:

• real-time protection against viruses (same as AVG Resident Shield)
  
• monitoring or control of network traffic (same or similar to AVG Firewall)
• checking or filtering of e-mails (same or similar to AVG E-mail Scanner)
• checking of websites, web content filters (same or similar to AVG Web Shield)

5. Disable UAC (Windows Vista only)
On Windows Vista, the function User Account Control may in some cases create a copy of specific AVG files in a virtual folder. This limits AVG functionality after the installation. The UAC function can be disabled in Windows Control Panel -> User accounts -> Turn User Account Control on or off -> uncheck "Use User Account Control (UAC) to help protect your computer" -> click OK button and restart the computer.

In case the installation is still unsuccessful after these steps were taken, please do not hesitate to contact our Technical Support using the web form. To provide us with the most complete information and thus help us provide you with a solution in the shortest possible time, please attach the AVG installation log file to your request:

• open Start -> Run or Search -> type "%tmp%" -> OK
• find and attach the file "AVG8INST.LOG"

When installing AVG onto a server (ISA, proxy, mail server, terminal server, etc.), it is not recommended to install some AVG components. The reason is, that these components were designed for use on workstations, were not tested under system load and might cause problems with some specific server communication. This is true for these AVG components:

• AVG Firewall
• AVG Web Shield
• AVG Personal E-mail Scanner

More information about the AVG installation on specific servers can be found in these FAQs:

• FAQ 1207 - Terminal Server
• FAQ 1373 - E-mail Server

Firewall Configuration Wizard launches automatically right after the AVG 8.5 Anti-Virus plus Firewall or AVG 8.5 Internet Security installation. Though you can configure the component’s parameters later on, it is recommended that you take the wizard’s tour to ensure the Firewall works properly.

Note: Firewall Configuration Wizard can also be called directly from the Firewall interface by pressing the Configuration wizard button.

Step 1)
In first dialog, the Firewall Configuration Wizard asks how is your computer connected to the Internet. For instance, your notebook, that connects to the Internet from many different locations (airports, hotel rooms, etc.) requires security rules that are stricter than those of a computer in a domain (company network, etc.). Based on the selected connection type the Firewall default rules will be defined with a different security level.

You have four options to select from:

• Standalone computer
• Computer in domain (company network)
• Computer on the move (typically a notebook)
• Small home or office network

In this dialog please choose the connection type(s), that suit your normal computer usage. You can tick more than one choice that corresponds to your current usage.
Confirm your selection by pressing the Next button and proceed to the next dialog.

Step 2)
To set the initial Firewall configuration it is necessary to scan your computer and define all applications and system services that need to communicate over the network. Initial Firewall rules should be created for all those applications and services.

Note: The wizard detects all generally known applications communicating over the network, and defines rules for these applications. However, it will not detect all such applications.

Within the Scan for Internet applications dialog you have to decide whether you want to run:

• Quick search - text this option is only active if you have configured the Firewall previously, and only applications that are currently saved within the existing Firewall configuration will be searched for.
• Complete scan - scan all local hard drives of your computer
• Common directories - (by default) scan program and Windows directories only, scanning time is significantly shorter
• Selected areas scan - specify selected hard drives to be scanned

Step 3)
The Select current profile dialog informs you about the Firewall configuration set up in the previous dialogs.
Before closing the Firewall Configuration Wizard it is necessary that you select a profile you want to use on your computer. You can choose from up to four options (standalone computer, computer in domain, computer on the move and small home or office network) based on the connection parameters you have specified in the first dialog (Network Connection Options) of this wizard. You can then later on switch between the pre-defined Firewall profiles according to the current state of your computer.

Step 4)
The Configuration Review dialog closes the Firewall Configuration Wizard. Press the Finish button to finalize the Firewall's initial settings. If you would like to see a review of set up parameters, or to continue with the detailed configuration of the Firewall component press the Open review button to switch to the Firewall Settings editing interface. (recommended only for experienced users)

When installing AVG on a server it is generally not needed to proceed differently than on workstations. However, it is necessary to install AVG with some small modifications in specific cases. Below you can find some general information and recommendations for the installation of the AVG program on your server.

Note: If you need to install AVG Remote Administration please refer to FAQ 1375.

General information and recommendations

• A server-based operating system is required for the installation of AVG server editions. The list of all supported platforms can be found in FAQ 1190.
• For the proper function of all server applications (ISA server, PROXY server, Terminal services) we do not recommend you to install some AVG components. More information about these components and their list can be found in FAQ 1337.
• Installation of the AVG program on a server operating system will be not allowed without the network edition license number. If you do not have such a product please refer the Business Security section and choose a suitable solution for your network.

Terminal Server
Closer specifications of the AVG installation on the Terminal server can be found in FAQ 1207.

File Server
Except for the above mentioned recommendations it is not necessary to take any other actions to install AVG on such a server. However, we would recommend you to install the AVG program using the latest installation of AVG File Server Edition 8.5.

E-mail Server
Closer specifications of the AVG installation on the E-mail server can be found in FAQ 1373.

In case of any further issues with the installation of the AVG program, please do not hesitate to contact our AVG Technical Support team.

In case you need to install/uninstall or repair installation of your AVG program and Normal Mode of the Windows operating system is not available, you can perform such action also in Safe Mode. However, since Safe Mode is a diagnostic mode of the Windows operating system, there are some limitations of such AVG installation.

In order to restart your computer into Safe Mode please follow instructions on the following link:

• Win 2000:
  http://support.microsoft.com/kb/202485
• Win XP:
  http://support.microsoft.com/kb/315222
• Win Vista:
  http://windowshelp.microsoft.com/Windows/en-US/Help/f9c50a72-04ec-4088-9fd4-a4f979eef5a71033.mspx

Installation of the AVG program in Safe Mode
Since no services can be started in Safe Mode, it is necessary to install the AVG program without the Firewall, WebShield and Personal E-mail Scanner components.

In order to install AVG in Safe Mode please proceed as follows:

• Please download the latest installation file of the appropriate edition that you have ordered:
  AVG Anti-Virus 8.5
  AVG Internet Security 8.5
  AVG Anti-Virus plus Firewall 8.5
• 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. 
• 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 and choose the Custom Installation option.
• 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).
• In the Components selection window please untick Firewall, WebShield and Personal E-mail Scanner components.
• Finish the installation of the AVG program.

Even the AVG program is installed without these components, it is possible to execute the AVG scan as described in FAQ 1145.

Repair installation of the AVG program in Safe Mode
The repair installation does not vary from the repair installation in Normal Mode. For more information please refer to FAQ 948.

Uninstallation of the AVG program in Safe Mode
Also the uninstallation does not vary from the uninstallation in Normal Mode. In case you need to uninstall the AVG program in such mode please refer to FAQ 946.

Note: Please let us inform you, that some warnings may appear during the installation/reinstallation/uninstallation of the AVG program in Safe Mode. You should not worry about it. These warnings inform you that AVG services cannot be started because of Safe Mode.
All AVG services will be started after the restart into Normal Mode automatically.

In case of any questions or issues with AVG in Safe Mode please do not hesitate to contact our AVG Technical Support team.

If you are installing a trial version of some of the AVG products and the pre-filled license number is rejected during the installation, or there is no trial number pre-filled, the issue is caused by one of the following reasons:

1. You had an AVG trial version on your computer recently, and now the license reports to be expired
   The AVG trial license is valid for 30 days, starting on the day you installed first AVG product. This means that if you trialed e.g. AVG Internet Security for 20 days and now you install AVG Anti-Virus trial version, the license will be valid for 10 days.
   After the 30 day trial period, it will not be possible to install an AVG trial version again.
   
2. When you try to install a trial version of AVG, no license number is filled in
   Only AVG installation files marked as Trial are supplied with a predefined license number. These trial packages can be downloaded e.g. at:
   www.avg.com/trial
   An exception are AVG Network Edition trial versions. In case you wish to try any of the AVG network solutions, registration has to be completed prior the download, that will suply you with 30-day trial license number. The Network Edition trial versions are available at:
   www.avg.com/download
   

If you have obtained a license for one of the AVG 8.5 products and there is AVG Free 8.x installed on your computer at the moment, please proceed as follows to install your new AVG edition in place of AVG Free 8.x. The same steps are valid also for installation of AVG Trial version instead of AVG Free 8.x:

1. Download the latest AVG 8.5 installation file:

• Choose your edition:
  http://www.avg.com/download?prd=aav
  (AVG Anti-Virus 8.5)
  http://www.avg.com/download?prd=ais
  (AVG Internet Security 8.5)
  http://www.avg.com/download?prd=avf
  (AVG Anti-Virus plus Firewall 8.5)
• Click on Download AVG now.
• 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).

2. Close all running applications and uninstall the AVG Free 8.x:

• Double-click on the downloaded installation package.
• In the third step of the installation process, please select the option Uninstall product.
• Finish the uninstallation.

3. Restart your computer.

4. Run the installation file again and install the new AVG 8.5 version:

• Follow the installation wizard to install the new AVG 8.5.
• Enter your license number when you are asked (we recommend using Copy/Paste when filling in the license number, as described in FAQ 988).
• Finish the installation and restart your computer if needed.

In some cases, installation of AVG can fail with the following message:

Local machine: installation failed
Installation:
Error: Action failed for directory <directory>: setting directory access rights...

This issue occurs when access rights to the specified directory are missing, and AVG setup is not able to change them automatically. To resolve this issue please install the AVG program using the latest installation package.

Should the problem occur again, please contact our AVG Technical Support team.

The AVG installation package can detect various conflicting applications on your computer. One of the most common programs that may affect AVG function is Roxio Easy CD & DVD Creator, in which case the AVG setup shows the following message:

Installer has detected that there is an outdated version of the program Roxio Easy CD & DVD Creator, which contains a bug that (among others) can cause problems with AVG 8.5.

However, in some cases AVG reports presence of this program even if only some of its parts are remaining in the system. Therefore in case you receive the mentioned message while installing AVG and you don't have installed Roxio Easy CD & DVD Creator, it is safe to continue with the installation as no further actions are necessary.

If you have installed this program, please update it to the latest version before you continue with the installation of AVG.

Installation of AVG can in some cases fail with the following error message:

Local Machine: installation failed
Installation:
Error: Action failed for file avgtdi(a|x).sys: starting service....
Error 0x80070014

This issue is caused by another security application on the computer, which prevents AVG from installing its network components such as AVG WebShield, LinkScanner or E-mail Scanner. The following applications are currently known to cause this situation:

• Lavasoft AdAware (Anniversary Edition)
  To allow installation along Lavasoft AdAware (Anniversary Edition), please update this application to a newer version which fixes this issue.
• eAcceleration StopSign Firewall
  To allow installation along eAcceleration StopSign Firewall, please update this application to a newer version which fixes this issue. The solution is also described in the eAcceleration knowledge base at:
  http://support.stopsign.com/index.php?_m=knowledgebase&_a=viewarticle&kbarticleid=330

Should you encounter this issue while none of the listed programs is installed on your computer at the moment, please contact the AVG Technical Support team.

AVG installation package is able to detect conflicting anti-virus products that may interfere with correct function of some of the AVG components. If such program is detected, it is necessary to uninstall it before installing AVG. In general, such programs can be uninstalled using the standard Windows option Add or Remove Programs. To uninstall the conflicting application, please proceed as follows:

• Open menu Start -> (Settings) -> Control Panel.
• Double-click on Add or Remove Programs.
• Click on the program you want to uninstall in the list of installed programs and select Remove.
• After uninstallation of the program please restart your computer and run the installation of AVG.

In case you encounter any issues with uninstallation of the conflicting program, we recommend to use a dedicated removal utility or instructions designed specifically for each program:

• Avast uninstall utility
• BitDefender uninstall instructions
• BullGuard uninstall instructions
• CA Anti-Virus uninstall utility
• F-Secure uninstall utility
• G Data AntiVirus uninstall utility
• Kaspersky uninstall instructions
• McAfee uninstall utility
• Symantec uninstall utility
• Panda uninstall utility
• TrendMicro uninstall instructions

After using the uninstall utility or after following the instructions, please restart your computer and run AVG installation.

Note: In case of any issues with uninstallation of conflicting products, please contact the technical support of its vendor.

Error 0x80070005 during the AVG installation is caused by the insufficient access rights to the AVG related files or registry entries. To rectify the issue, please follow the steps below:

1. Download the latest AVG installation file:

AVG Anti-Virus 8.5
AVG Internet Security 8.5
AVG Anti-Virus plus Firewall 

• Click on the Download AVG now (paid version) button.
• When prompted, please do not open the file directly from the Internet, but click the Save button and choose location where the installation file should be stored. We recommend saving the file to the Desktop. 

2. Download the Reset Access utility from our website. It is recommended to save the file to the Desktop.

• Once the file is downloaded, run it. Detailed information on how to use the utility will be displayed on your screen once you run the file.
• After using the utility according to the instructions, please restart the computer. The issue will be resolved.

3. 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 AVG License Number when asked (we recommend that you use copy&paste method to enter the AVG License Number into the installation form). 
• If AVG requests a computer restart, please do so.

If there is any other issue when installing AVG, the AVG Technical Support team requires the AVG installation log file and permavg.7z archive to analyze why AVG cannot be correctly installed on the computer. To send us these files, please do the following:

AVG installation log file:

• Click Start -> Run -> type %tmp% -> press OK button.
• Please find a file called avg8inst.log in the Explorer's window that will appear on the screen.

Permavg.7z (output of Reset Access utility):

• The file will be created in the same folder where the reset_access.bat file is stored.
• Kindly send permavg.log if the permavg.7z is missing.

Please send both files to AVG Technical Support team.

If you are using AVG LinkScanner as a protection against malicious websites and would like to use the AVG Anti-Virus, Anti-Virus plus Firewall, or AVG Internet Security (all of which also contain the LinkScanner protection), it is necessary to uninstall the AVG LinkScanner first to allow installation of AVG. To replace AVG LinkScanner with AVG, please proceed as follows:

• Uninstall AVG LinkScanner
  - Open Start -> Programs -> AVG LinkScanner® -> Uninstall AVG LinkScanner®.
• Restart your computer.
• Download AVG installation file from the Download section of our website, according to your AVG edition.
  - 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).
• Proceed as described in FAQ 943 to install AVG.