Frequently Asked Questions

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.

In case you experience slowdown of your computer while AVG is installed, please see this document. It will help you to improve performance of your computer by adjusting AVG settings and functions of individual components.

The AVG software protects your computer on multiple levels. In case you need to disable AVG, please consider which part of the protection you need to switch off. The AVG parts and their purpose are:

• AVG Resident Shield
  The Resident Shield is the main component protecting you from viruses. It scans accessed files and if a virus is found, the access to the file is blocked. This applies to executing infected programs, as well as to opening of infected documents or any other files.
  Disabling of the Resident Shield is sometimes recommended before installation of a new software or drivers, since it can prevent conflicts that would otherwise occur during their installation. This however applies only to limited number of specific programs and drivers, and there is no general reason why AVG Resident Shield should interfere with an installation of any application.
  To disable the Resident Shield, please:
  • open AVG User Interface
  • double-click on the Resident Shield
  • un-tick the option "Resident Shield active"
  • save the changes
  Please do not forget to activate the Resident Shield again once you performed the tasks requiring its deactivation.
  
• AVG Firewall
  The Firewall component is designed to control and filter network traffic based on a set of rules. You might need to disable the Firewall while troubleshooting connection problems, or to install some network-related application. Please bear in mind that installation of some applications with function similar to that of AVG Firewall may result in conflict and malfunction of one or both programs/components.
  To disable the AVG Firewall, please:
  
  • open AVG User Interface
  • double-click on the Firewall
  • select "Firewall disabled"
  • save the changes
  Please remember to enable the Firewall again once the reason for its disabling is over.
  
• AVG E-mail Scanner
  The AVG E-mail Scanner may affect your sending/receiving of e-mails, since it is designed to scan the messages and needs to access them in some way. The way of accessing the messages depends on your e-mail client, but only the Personal E-mail Scanner plugin can interfere with the communication between your computer and the e-mail server.
  To disable the Personal E-mail Scanner (if it is installed), please:
  
  • open AVG User Interface
  • in menu "Tools" select "Advanced settings"
  • go to E-mail Scanner - Servers - POP3, and click on the POP3 server (usually AutoPOP3:10110)
  • un-tick the option "Activate this server and use it for receiving e-mails"
  • repeat the same for SMTP server
  Please enable the servers that were enabled originally again when possible.
• AVG Online Shield
  The AVG Online Shield component checks HTTP and PROXY communication, and scans files that are downloaded to the computer through the related ports/sockets. Additionally, it is able to scan files downloaded using ICQ, MSN and Yahoo! instant messengers.
  To disable the Online Shield, please:
  
  • open AVG User Interface
  • double-click on Online Shield
  • un-tick option "Web protection"
  • switch to tab "Instant messaging" and un-tick "Instant Messaging protection"
  The component should be enabled the same way when possible.

If you require any assistance on this or any other subject, please feel free to contact AVG Customer Services.

Since AVG Firewall can become inactive due to several reasons, we recommend to proceed as follows to address the most common causes and fix the problem:

1. Run AVG Firewall configuration wizard
   
   • Open AVG by double-click on its icon on Desktop or in system tray -> double-click on Firewall -> click button Configuration wizard.
   • Follow the wizard to create new configuration of AVG Firewall.
   • If the problem persists, please go to the next step.
2. Re-initialize AVG Firewall component in Windows
   
   • Open menu Start -> (Settings) -> Control Panel.
   • Double-click on Network connections.
   • Right-click on Local area connections -> select Properties.
   • Under This connection uses the following items un-tick AVG network filter driver.
   • Click OK to store the changes.
   • Once more right-click on Local are connections -> select Properties.
   • Tick the AVG network filter driver and click OK.
   • Restart your computer.
   • If the problem persists, please go to the next step.
3. Repair AVG instalaltion
   
   • Download the latest AVG installation package.
   • Run the file and select Repair installation.
   • More complete steps are available in FAQ topic 948.

If the AVG icon in system tray shows error state (AVG icon with yellow exclamation mark), it means that one or more AVG components are not fully functional. Please launch AVG (double-click on the icon). Deactivated component will be marked with a red icon and description of their error state. To rectify this problem, please proceed as follows:

• Anti-Virus, Anti-Spyware
  These components are in error state when the virus base (common for both components) is out of date. Please click Update now button in AVG to remove this warning. In case the update does not proceed, please refer to FAQ 923.
  
• Anti-Spam, Anti-Rootkit, System tools
  Incorrect state of one or more of these components indicates, that the AVG installation is damaged. This is not a common problem and repair installation is recommended.
• Firewall
  When Firewall becomes inactive, the reason and/or suggested solution are mentioned in the component details. In case the solution is not available or did not rectify the issue, please visit FAQ topic 1369.
• E-mail Scanner
  The E-mail Scanner component can report to be not fully functional when the scanning is disabled, and in some cases also when the configuration is not correct:
• To enable the scanning, please double-click on the E-mail Scanner in AVG and tick one or both of the options Scan incoming (outgoing) messages.
• To check the configuration, please open AVG -> menu Tools -> Advanced settings -> E-mail Scanner -> Servers -> POP3 -> AutoPOP3:10110, and enable the option Activate this server and use it for receiving e-mail.
• License
  This component informs you about the status of your license. An error state is usually related to approaching expiration date. For information related to your license please contact our Sales support.
• LinkScanner, Online Shield
  These components are closely related. An error state of each of them occurs in most cases due to disabled features of these components. To rectify this, please double-click on the component and enable their security features.
• Resident Shield
  Usually only disabling the Resident Shield can induce a security warning. To enable it again, please double-click it in AVG and tick option Resident Shield active.
• Update Manager
  The Update Manager component can either report pending restart after an update, or disabled update schedule.
• If a restart is required, please restart your computer as soon as possible to allow further updates.
• In case "Database update is disabled" message is displayed, please double-click on Update Manager in AVG and enable the option Start automatic updates.
  

This is a list of applications that are known to be in conflict with one or more components in AVG 8.5:

Venturi Client
Issue:
Crash of avgnsx.exe related to vlsp.dll.
Solution:
The problem occured when the older version of Venturi Client (3.3, 4.1) is installed. If you have the mentioned problem, please ask the developer of this application for newer version of Venturi client. The new version does not use the vlsp.dll library and the application does not cause problems with AVG.

ThreatFire AntiVirus
Problem:
Computer freezes or crashes repeatedly.
Solution:
The problem occured after a recent update of the ThreatFire AntiVirus. Possible solution is available in the manufacturers knowledge base, search for 'AVG'. In case the provided solution does not resolve the issue, it may be necessary to uninstall the program.

Webroot Spysweeper
Issue:
Tracking Cookies are not correctly removed. Sending and/or receiving e-mails is not possible.
Solution:
Unfortunately, AVG 8.5 is not able to work with this application. Therefore it is necessary to uninstall Webroot Spysweeper application. In case there is issue only with sending or receiving of e-mails, it is sufficient to disable the e-mail scanner function in Webroot Spysweeper:
Start Webroot Spy Sweeper -> select "Shields" button -> select "Email attachments" tab -> uncheck "E-Mail Attachments" option.

Agnitum Outpost Pro firewall
Issue:
BSOD (blue screen of death) during the AVG 8.5 installation.
Solution:
With new version of Agnitum Outpost Pro firewall 2008 this issue is solved. So please update your version of Agnitum Outpost Pro firewall to this new version.

ICQ toolbar
Issue:
Internet Explorer 7 does not work when ICQ Toolbar and AVG Toolbar are installed together.
Solution:
Unfortunately, the AVG Toolbar is not able to work with ICQ Toolbar in Internet Explorer 7. Therefore it is necessary to uninstall ICQ Toolbar application.

Session Manager 0.6.1.13 add-on
Issue:
Error message displayed during closing of Mozilla Firefox browser.
Solution:
Unfortunately, AVG Toolbar is not able to work with Session Manager 0.6.1.13 add-on. Therefore it is necessary to uninstall this add-on application.

Content Watch (Vista OS)
Issue:
Blocking of internet connection, crashes of  avgnsx.exe process.
Solution:
Unfortunately, the AVG WebShield is not able to work with this application. Therefore it is necessary to uninstall Content Watch application or install AVG without WebShield component.

SlipStream Internet Accelerator
OnSpeed
Dodo Speed Accelerator
Issue:
AVG WebShield component is not able to initialize itself.
Solution:
Please see FAQ 1442 for a possible solution. If the problem persists, please contact the vendor of the application. This issue is caused by a common part of these applications which is in conflict with AVG Online Shield.

Google Desktop Search
Issue:
AVG WebShield component is not able to initialize itself.
Solution:
Please see FAQ 1442 for a possible solution. If the problem persists, please contact the vendor of the application. This issue is caused by a conflict between this application and AVG Online Shield.

StumbleUpon Toolbar
Issue:
Slow start of Internet Explorer and slow opening of websites when AVG Toolbar is also installed.
Solution:
Please uninstall StumbleUpon Toolbar or AVG Toolbar to ensure correct function of Internet Explorer.

NetNanny Content Watch
Issue:
Connection to Internet is blocked or very slow when AVG WebShield is installed. A crash of AVG may occur.
Solution:
It is not possible to run AVG with Online Shield, and NetNanny at the same time. The NetNanny software is injecting AVG files, which causes the crashes.

System Protect
Issue:
AVG Tray icon is not shown, and AVG Tray cannot be run from Start menu.
Solution:
This program does prevent some AVG actions and does not allow the user to create an exception. It is therefore recommended to uninstall System Protect to ensure full AVG functionality.

Safe Eyes Content Filter
Issue:
AVG Online Shield is repeatedly crashing when this software is installed.
Solution:
Since one part of Safe Eyes is being injected into Online Shield component, and then causes the crash, the only solution is to uninstall the Safe Eyes application.

Dell Network Assistant
Issue:
Computer crashes repeatedly (BSOD).
Solution:
The problem occurs only with an obsolete version of the application. Possible solution to update the application to the latest version, which can be downloaded here. In case the provided solution does not resolve the issue, it may be necessary to uninstall the program.

Contafiscal 2000 (in spanish)
Issue:
The "contab.exe" process uses up to 100% CPU when AVG is installed.
Solution:
Unfortunately, AVG 8.5 is not able to work with this application. Therefore it is necessary to uninstall the Contafiscal 2000 application.

CA Anti-Spyware 2009 LE (Formerly CA eTrust® PestPatrol Anti-Spyware)
Issue:
AVG scans (e.g. Whole computer scan, Shell Extension scan) cannot be launched when this software is installed.
Solution:
To ensure correct function of your AVG program please uninstall the CA Anti-Spyware 2009 application.

BlueCoat K9 Web Protection
Issue:
AVG Firewall notifies about the corrupted configuration and/or Internet connection is not working when AVG Firewall is active.
Solution:
This issue occurs when both applications are running simultaneously. To ensure correct function of your AVG Firewall please uninstall the BlueCoat K9 Web Protection.

Logitech QuickCam drivers
Issue:
AVG Tray is crashing when Logitech QuickCam drivers are installed.
Solution:
The Logitech QuickCam software is modifying AVG files, which is causing the crash. This issue is described in Logitech help section. To prevent the crashes, please uninstall the Logitech QuickCam software, or update it to the latest version.

PC MACLAN
Issue:
BSOD crash when browsing shared MAC folders using PC MACLAN software, caused by one of MACLAN components which is not compatible with AVG Resident Shield driver.
Solution:
To eliminate the issue, it is necessary to uninstall the PC MACLAN application.

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
• Eset 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.

• 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

• 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 "avg8inst.log" in the Explorer's window that will appear on the screen and send it to our technical support

To install AVG from the Installation Disc, please proceed as follows:

• Insert the Disc into your computer, its content should start automatically. In case this does not happen, please open My Computer - DVD drive, and run the file index.html.
• On the opened page please select Install full version and click on Continue button.
  
• Select Run to start the installation.
• Follow the installation wizard.
• When prompted, please enter your full license number (we recommend to use the copy/paste method).
• If the setup requires restart, please restart the computer to finish the installation.

In case there will be any problems with any part of this procedure, please describe them in as much detail as possible and inform us about them. Please send us also the AVG installation log file (avg8inst.log). You can contact us using our web form.

To send us the installation log file, please proceed as follows:
Click on Start -> Run -> type "%tmp%" and click OK. In the opened window, please find the file "avg8inst.log" and attach it to your question.

Please download the current installation file of AVG from the Download section of our website, and run it to start the installation process. The following screen will be displayed during an installation process:

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

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.

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 Online 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"

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 that you use the Copy & Paste method to insert your license number correctly, as this will avoid mistakes.

 

 

1. Uninstall AVG from the old computer

• click on the Start > (Settings) > Control Panel
• use double click on the icon of "Add or remove programs"
• please wait until all installed programs are displayed
• find AVG application and select it by one click
• click on the "Remove" / "Uninstall" button to start uninstallation

 

2. On your new computer please download the latest installation file from our website:

AVG Anti-Virus 8.5

AVG Internet Security 8.5
AVG Anti-Virus plus Firewall 8.5
 

Click on the "AVG 8.5 for Windows" link. 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.

 

3. Reboot your computer.

4. 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.

5. Follow the installation wizard.

6. 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).

7. Follow and finish the wizard.

8. If AVG asks you for a computer restart, please do so.

If you decide that you do not wish to use the AVG Security Toolbar, you can either skip its installation during the AVG installation process, or disable it manually in your Internet browser.
Note:
When you just disable the AVG Security Toolbar it will be automatically enabled again in one week by default. If you want to disable it permanently please right-click the AVG Security Toolbar and select the "Toolbar Options" from context menu. Click the "Advanced Options" tab and untick the "Re-display the AVG Security Toolbar when hidden (weekly)" option. Save the change by pressing the "OK" button. If you want to deactivate the AVG Security Toolbar just for one week you can skip this step.

Procedure of disabling differs based on used web browser:

1. Internet Explorer

• Use the mouse right-click in the space above the toolbar and check-off the AVG Security Toolbar option in the list.

2. Mozilla Firefox

• Tools menu -> Add-ons, find the AVG Security Toolbar here and click the Disable button.

Disabling or uninstalling the AVG Security Toolbar has no negative effect on the level of security provided by LinkScanner component. The only consequence of missing toolbar is an absence of some of the options, and less verbose information about the threats found by the LinkScanner component. The main settings of the LinkScanner component can be still configured in AVG User Interface. 

More information about AVG Security Toolbar here.
You can find more information about the AVG LinkScanner component in FAQ 1189.

Note:
AVG Security Toolbar contains also a Yahoo! search box, which is an integral part of the toolbar and can not be removed separately.

There's also a possibility to set up Yahoo! as a default search engine in your Internet browser while running the AVG First Run Wizard. However that is not connected with AVG Security Toolbar anyhow.

There are several ways to update the AVG program:

1. Run the AVG user interface (use the AVG icon on your desktop or Start->All Programs->AVG 8.5->AVG user interface or double-click the AVG icon in the lower-right corner of your screen).

• Click on the Update now button in the left part of the AVG user interface.
• Open the Tools menu and select the Update option.

2. Right-click the AVG icon in the lower-right corner of the screen and select the Update now option.

After you install AVG, the First Run Wizard asks you (among others) how often you wish to update your AVG. The available options are Every 4 hours, or Every day. Keeping your AVG up-to-date is crucial to ensure that all newly discovered viruses will be detected as soon as possible.

Since AVG updates are not released according to any fixed schedule but rather in reaction to amount and severity of new threats, it is recommended to check for new updates at least once a day. Checking every 4 hours will guarantee that your AVG Virus base is kept up-to-date also during the day.

For more information on how to set the AVG update schedule, please see FAQ 1234.