FAQ

Please download the current installation file of AVG from Downloads-Programs and run it to start the installation process. The following screen will be displayed during an installation process:

Add/Remove Components - choose if you want to add/remove some AVG component or reinstall the entire AVG program
Repair installation - this option repairs or reinstalls missing or damaged components of AVG
Uninstall - this option removes the AVG program from your PC

1. Please check the date/time settings on your computer - right-click on the clock on the task bar (in the right bottom corner of the screen) and choose the "Adjust Date/Time" option.

2. If the date/time settings are OK, you have possibly used more than a year old AVG installation file/CD. You can check your AVG program version here: AVG->Information->About AVG.

To solve this problem, please do the following:

• download the latest AVG installation file here: http://www.avg.com/doc/programs
  ("AVG Anti-Virus Professional Edition 7.5" item, called "AVG 7.5 for Windows avg75f_XXXaXXX.exe")
• run this downloaded installation file
• choose the "Repair installation" option from the three possibilities offered
• finish that process
• if asked, please restart the computer
• update AVG virus bases

It should then be OK.

Generally, for a new AVG installation we recommend you to use the latest version of the AVG installation file. You can download it HERE.

3. If the problem persists after these operations please contact our technical support.

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 (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.

With the release of AVG Anti-Virus 7.5, detection of Potentially Unwanted Programs) has been added to AVG.

"Potentially Unwanted Program" files are not detected as a virus or adware/spyware, even though they sometimes act very similarly. The reason is that the Potentially Unwanted Programs are usually installed legitimately as a part of another program (often designated as an "AD-Supported program" – in which the End User License Agreement typically prompts the user to accept that, in addition to the desired program, an additional program (Potentially Unwanted Program) will also be installed).

AVG 7.5 is able to detect some Potentially Unwanted Programs and remove the detected files.

We would like to inform you that the AVG editions without Anti-Spyware component need not to remove all related components of the Potentially Unwanted Programs. In case your AVG does not include Anti-Spyware component, we recommend you using AVG Anti-Spyware 7.5 application which is designed for searching and removing malware like this. You can download it here: http://www.avg.com/doc/programs.

NOTE: Removal of the Potentially Unwanted Programs can result in damage to the AD-Supported program which was installed with them.

If AVG has detected a "Potentially Unwanted Program" repeatedly on the same file on your computer, please send us the Test result* as an email attachment. We will provide support on the appropriate actions to be taken to remove the suspicious file.

* Submitting a Test result to AVG Technologies:

1. Start AVG 7.5 and select "Start complete test" from the Tests menu.
   The F4 key can also be used to start the test.
2. Once the test is finished, close the window and click on the Test Results button.
3. Scroll down do the bottom of the Test Results and double click on the latest Complete scan.
4. Expand the Program menu and select the "Export list to file" option.
5. Select the destination folder to save the results.
6. Send the saved *.cvs file as an attachment to your email.
   Thank you for your cooperation!

If you have problem with synchronization of AVG and the DataCenter, with connection to DataCenter or AVGAdmin, you will be asked to create log files of this communication. To create this log files please follow these steps:
If you have a problem to connecting AVG to the DataCenter, the files are necessary from this particular station. If you have a problem with synchronization of settings between AVG and DataCenter, there is necessary to create these log files on both computers (station and server), induce the problem (let the logging on for few minutes, to pass the synchronization) and then send these files to AVG Technologies. Include in the email the exact description of your problem and the exact program version of AVG and AVGAdmin.

How to create the log files:

1. move to:
   C:\Documents and Settings\All Users\Application Data\Grisoft\Avg7Data folder (for Windows 2000/XP) or
   C:\Windows\All Users\Application Data\Grisoft\Avg7Data (for Windows 9x) or
   C:\Winnt\profiles\All Users\Application Data\Grisoft\Avg7Data (for NT 4.0)
2. create "AdminLog" folder
3. restart AVGAMSVR.EXE (AVG Alert Manager) service, AVG Control Centre and close AVGAdmin and launch again.

Please evoke the problem and send us the avg7log*.log file/s from the Avg7Data folder for analysis.
Some folders can be hidden by default operating system setting. If you cannot locate the Avg7Data folder, check your settings.
The logging can be turned off again by deleting adminlog folder.

The support of AVG Anti-Spyware 7.5 was terminated on December 31, 2008. If you have a valid AVG Anti-Spyware 7.5 License Number, it was automatically upgraded to AVG Internet Security 8.0 License Number, and sent to your registered e-mail address. You can install the new AVG Internet Security 8.0 version on your computer instead of the AVG Anti-Spyware 7.5. The new AVG License Number will be required during the installation.

To install AVG Internet Security 8.0 on your computer, please follow the steps in FAQ topic 1182.

If you have not received the AVG Internet Security 8.0 License Number, or in a case you encounter any issues with the AVG License Number or AVG installation, do not hesitate to contact AVG Customer Services.

You could be asked to perform a computer restart after an AVG program update if the AVG Firewall is installed on your computer and that update contains changes in the AVG Firewall component. Even if the update informative e-mail says that no restart will be required for that particular program update. This is a security feature. It is not possible to update the AVG Firewall without a restart.

Note: This applies to program updates NOT virus definition updates!

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.

This warning is displayed, because you previously had a version of AVG with Firewall installed on your computer. Since then, you have activated AVG with a license which does not support the AVG Firewall component (but the Firewall component has not been uninstalled from your computer).
To solve this problem we recommend that you either active AVG with a license number which supports the AVG Firewall component (1) or uninstall the AVG Firewall component (2).

1. You can active AVG with a license number which supports AVG Firewall as follows:

• launch AVG
• choose the "Information" menu
• click on the "Activate AVG" option
• enter your correct AVG license number into the last textbox
• confirm by clicking on the "Activate" button

2. You can uninstall the AVG Firewall component as follows: 

• download the latest AVG installation file from this website: http://www.avg.com/doc/programs/
• run the downloaded file and choose the third option- "UNINSTALL"
• restart your computer
• run the downloaded file again and install AVG using your existing license number

If you have any problems, please feel free to contact our technical support.