FAQ
AVG 8.5 Technical FAQ » HOT TOPICS
Please let us inform you that we have recently discovered an issue in the AVG application which prevents accessing some websites (written in ASP.NET and running JavaScript). This issue occurs only in case that a combination of AVG Security Toolbar and Mozilla Firefox is used (other web browsers are not affected). In case that you are using Mozilla Firefox browser and AVG Security Toolbar, please resolve this issue this way:
- Update your AVG to the latest version (8.5.374 or higher).
- Update the AVG Security Toolbar:
- Open the drop-down menu by clicking on the arrow next to the AVG icon in the AVG Toolbar in your internet browser.
- Choose the Update option.
In case the AVG Toolbar is deactivated and you wish to use it again, please activate it by performing steps from FAQ 1643 and update it according to the instructions above (steps for activation are identical to steps for deactivation).
Should the issue persists, please do not hesitate to contact the AVG Technical Support team.
In case that the Limited Protection button is shown in AVG Security Toolbar after updating to AVG 8.5 build 322 and it is not possible to enable the AVG Active Surf-Shield feature, this issue might have been caused by an incorrect re-installation from AVG Free Edition in the past.
Please proceed as follows to resolve this situation:
- Please download the AVG repair tool.
- Run the downloaded tool.
- Mentioned issue should be fixed now.
NOTE:
- The utility works only if the reinstallation from AVG Free to AVG Professional was done with program version 8.5.230 and newer.
- If the reinstallation was done with older program versions, the tool only warns you that a repair installation is necessary. In this case please perform the repair installation of AVG as described in FAQ 948.
- In case you are using Windows Vista, UAC dialog can be displayed. If it appears, please confirm it.
Should you have any further issues please do not hesitate to contact AVG Technical Support as described in FAQ 1467.
In case you get "Your license does not support this product. Please use a new license number to enable protection." error message after successful installation of AVG Identity Protection component to your AVG Internet Security 8.5 edition, please take the following steps to resolve the situation:
- Download the latest AVG Internet Security 8.5 installation file.
- Click on Download AVG now (paid version) 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).
- Reboot your computer.
- 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 and choose the Repair installation option.
- Finish the installation process and restart your computer.
If the issue still persists, please do not hesitate to contact the AVG Technical Support team.
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.
The LinkScanner component provides protection against websites, that are designed to install malware into your computer via the web browser or its plugins. The LinkScanner technology supports MS Internet Explorer and Mozilla Firefox, and consists of two features, AVG Search-Shield and AVG Active Surf-Shield.
AVG Search-Shield contains list of websites (URL addresses) which are known to be dangerous. When searching Google, Yahoo!, MSN or Baidu, all results of the search are checked according to this list and a verdict icon is shown (for Yahoo! search results only "exploited website" verdict icons are shown). Also if you type some address directly into your browser, click a link on any website or e.g. in your e-mail, it is checked automatically and blocked if necessary.
AVG Active Surf-Shield scans the contents of the websites you are visiting, regardless of the websites address. Even if some website is not detected by Search-Shield (e.g. when a new malicious website is created, or when a previously clean website now contains some malware), it will be detected and blocked by AVG Active Surf-Shield once you try to visit it.
The LinkScanner component can be connected with the AVG Security Toolbar, which is part of Internet Explorer or Mozilla Firefox Internet browsers. You can read more about AVG Security Toolbar in FAQ 1188.
If you look into the Windows Task Manager, tab Processes, you can see how much memory is used by each AVG process. This number can range from single to tens of megabytes, depending on the process. In addition to this, process System can indicate it is using approximately 60MB of memory after installation of AVG, since the Virus Base is loaded in this process. However, it is not possible to simply add up the memory consumption of each AVG process to get the overall memory usage of AVG. Some of the allocated memory displayed for each AVG process is in fact shared between all processes. If for example 3 processes are using 10 MB of shared memory, they will be still displayed as 3 separate processes, consuming 30 MB combined, which is not true.
In case you are experiencing a major slowdown while AVG test is running, or, on the other hand, AVG is not scanning fast enough, please try to adjust the scan performance, which is displayed in the bottom part of the AVG User Interface - "Computer scanner" - currently running scan.
At the same time, we would like to inform you that we are permanently making an effort to improve the product so that its demands on system resources are as low as possible.
The AVG Security Toolbar is a new tool which works together with the LinkScanner component and checks search results of the supported Internet search engines (Yahoo!, Google, MSN, Baidu).
This tool is available in all editions of AVG 8.5. If you select to install the toolbar during the installation of AVG, it will be added into your Internet Explorer and/or Mozilla Firefox. Please let us inform you that in case you are using some alternative Internet browser instead of Internet Explorer, (e.g Avant Browser) you can meet unexpected behavior.
The AVG Security Toolbar can be used to control the LinkScanner functions and to adjust its behavior, and to update your AVG in case new updates are available. There are some other functions included in AVG Security Toolbar.
Detailed information on how to process the upgrade are available here
Once you have purchased an AVG product, you need to install the AVG program onto your computer. The installation consists of several steps, their description can be found below.
1. Downloading the AVG installation file
It is recommended to always use the latest AVG installation file when installing AVG. Using an old installation file may lead to downloading large update files immediately after installation. The latest installation package also contains fixes to the most recently discovered issues, minimizing the chance of encountering an AVG malfunction in the future.
In case you have an AVG Installation Disc and do not want to install AVG from the Internet, please visit FAQ 941.
- AVG installation files can be downloaded from our website:
AVG Internet Security 8.5
AVG Internet Security 3-Pack Edition 8.5
AVG Anti-Virus 8.5
AVG Anti-Virus plus Firewall 8.5
- Click on AVG 8.5 for Windows to start the download.
- 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.
In case you encounter any problem while downloading the file, please refer to FAQ 940 for more information.
2. Installing the AVG program
Once the installation file is downloaded, run it by double-click on the file. Please note that it may take several seconds before the installation begins.
- Choose the language of the installation wizard.
- Confirm the license agreement to continue with installation (or decline it to end the installation).
- Choose the type of installation (use the default selection if you are not sure what to choose).
- Fill in your license number that was provided to you upon purchase or registration. To fill in the number, please use the copy/paste method.
- Choose whether you wish to install and use the AVG Toolbar. For more information about this part of AVG, please visit this link or refer to FAQ topic 1188.
- Finish the installation.
In case you experience any issues during the installation, please visit this FAQ topic, which describes the basic installation troubleshooting.
3. First Run Wizard
The AVG First Run Wizard will be started immediately after the installation is finished. It will create an initial configuration of AVG in few easy steps, allowing you to set the time of update and test schedules, and to update your AVG immediately. In case you decide to change any of the settings you chose during the First Run Wizard, you can do so easily in the AVG program. A description of the steps of First Run Wizard are described in FAQ 1408.
Please note that the First Run Wizard has to be completed, in order to ensure correct function of AVG.
4. Firewall Configuration Wizard
If your AVG edition contain the Firewall component, you will be presented with the Firewall Configuration Wizard immediately after the First Run Wizard. This wizard allows you to create an initial Firewall configuration, based on the programs you have installed on your computer, and the location of your computer. Complete information about the Firewall Configuration Wizard is available in the FAQ topic 1370. More information regarding the firewall configuration can be found in the FAQ topic 1114.
If you receive the "Invalid update control CTF file" message during AVG update, most probably the update control files are corrupted. In this case it is necessary to delete these files. During a next attempt to update AVG, new control files should be downloaded and update process should be completed without any difficulties. Please kindly follow these steps to delete mentioned control files:
- Run the AVG user interface (double-click the AVG 8.5 icon on your desktop).
- Open the Tools -> Advanced Settings... menu.
- Navigate to the Manage option in the Update branch.
- Press the Delete temporary update files button.
- Try to update AVG.
If the issue persists, then please follow steps below:
Your Internet settings are not correct
Even if your Internet connection is working correctly, incorrect DNS servers may be filled in, affecting AVG update. This can be caused e.g. by some virus that was previously on your computer.
- Open menu Start -> (Settings) -> Control Panel.
- Double-click on Network connections.
- Right-click on the connection you are using and choose Properties.
- Double-click on Internet Protocol (TCP/IP) item on the General tab.
- Please check (and modify if necessary) the settings of IP address and DNS servers according to your Internet Provider settings or choose the Obtain * * DNS server address automatically option.
- Confirm the settings by clicking on the OK button.
- Close the window.
If the issue persists even after performing the steps above, please contact us using the Get Help Online option in AVG Help menu.
More information about contacting AVG Customer Services can be found here: How to contact Customer Services
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.