Frequently Asked Questions

Starting from mid October all AVG Anti-Virus, AVG Anti-Virus & Firewall and AVG Internet Security customers will start to be invited to upgrade their 8.5 product to the new 9.0 version. The invitations are being rolled out gradually across the AVG network, so don't worry if you don't see your notification right away. The upgrade is 100% free to all users of AVG commercial home user software with current licenses.

Alternatively, from this date you will also have a new button being shown on your AVG main application window ‘Click here to easily upgrade to the new enhanced AVG version’ that will enable you to upgrade to the new edition 9.0. As per screen below, you simply need to select the button on the left hand side of the application to start upgrading.

To resolve this issue please follow these steps:

1. 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-Virus 9.0 
• AVG Anti-Virus plus Firewall 9.0
• AVG Internet Security 9.0

2. In case you are using some security application for web content filtering (CyberSitter, Content Watch ...) please make sure the following AVG websites is set as a trusted one (so files coming from it are not filtered / modified) or try to temporarily turn the content filtering application off.

• [www.avg.com]
• [akamai.avg.cz]
• [update.avg.cz]
• [download.avg.com]

3. If the problem still persists, it might be caused by unstable 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).

You can of course use any application available through some popular download portals:

• www.snapfiles.com
• www.download.com

In case of any other questions, please feel free to contact AVG Customer Services, for help and closer information about applications above please contact application vendor.

Note: This topic is also covered by videotutorials - download and installation.

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 1994.

• AVG installation files can be downloaded from our website:
  AVG Internet Security 9.0
  AVG Anti-Virus 9.0
  AVG Anti-Virus plus Firewall 9.0
• Click on AVG 9.0 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 1993 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.

Note: For detailed information about installation process, see our AVG Installation Guide.

• 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 2113.
• 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 copying of files is finished. It will update AVG and create an initial configuration allowing you to set the time of update and test schedules. 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.

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 as part of the First Run Wizard. This wizard allows you to create an initial Firewall configuration. Please select the description that best fits your computer. More information regarding the firewall configuration can be found in the FAQ topic 2082.

5. Optimization scan

After the installation is finished, dialog will be displayed asking if you want to run Optimization scan. This scan will find trusted files on computer and allows faster scanning in future. You can run it imediatelly or as a part of first scheduled scan.

Note: This topic is also covered by a videotutorial.

To add or remove AVG components please proceed as follows:

• Please download the latest installation file of AVG from the Download section.
• 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.
• The installation process recognizes the existence of installed AVG and the Add/Remove Components option is offered.

Note: Reinstalling and using the Add/Remove Components option is necessary for example in case that there is a new supported e-mail client (Outlook/The Bat!) installed on the PC after the first installation of AVG.

If you have obtained a license for one of the AVG 9.0 products and there is AVG Free installed on your computer at the moment, please proceed as follows to install your new AVG edition in place of AVG Free. The same steps are valid also for installation of AVG Trial version instead of AVG Free:

1. Download the latest AVG 9.0 installation file:

• Choose your edition:
  http://www.avg.com/download?prd=avd
  (AVG Anti-Virus 9.0)
  http://www.avg.com/download?prd=isp
  (AVG Internet Security 9.0)
  http://www.avg.com/download?prd=fww
  (AVG Anti-Virus plus Firewall 9.0)
• 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:

• 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 9.0 version:

• Follow the installation wizard to install the new AVG 9.0.
• Enter your license number when you are asked (we recommend using Copy/Paste when filling in the license number, as described in FAQ 2010).
• Finish the installation and restart your computer if needed.

The AVG installation process is able to detect various conflicting applications on your computer. One of the applications that can affect the AVG program functions is Roxio Easy CD & DVD Creator. If an old version of this program is installed on your computer, the AVG installation process can show 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 9.0.

To rectify this situation, we recommend you to visit this Roxio webpage, which contains latest update for this product. After updating, please run the installation again, it should proceed correctly without the above mentioned warning. If you are not using Roxio Easy CD & DVD Creator at all, you can uninstall it to make sure that the AVG installation will finish correctly.

Please note that Windows Defender is only disabled and not removed from the computer.
This is important to prevent conflicts between AVG and Windows Defender. As they are both security applications, they will try to check files you are working with. Since they will do that at the same time, conflicts may arise. These can cause freezing, crashes or slowdown of computer. It is generally not recommend to use more than one security product on one computer.

It is possible that you can encounter the following error(s) during the AVG 9.0 installation:

Error: MSVC Redistributables installation failed. Installation of AVG can not continue.
Error: MSVC Redistributables installer requires immediate restart. Installation of AVG can not continue.

This issue is related to the Microsoft Visual C++ libraries installation in your Windows operating system.

To solve the issue please restart your computer and start the AVG installation process again. After your computer restart the installation should proceed properly.

Should the installation fail again with the same error message, please do as follows:

• Download the latest version of Microsoft Visual C++ libraries. Please select the link based on you operating system architecture (if you are not sure, download the 32bit version):
  • 32bit OS
    • http://www.microsoft.com/Downloads/details.aspx?familyid=200B2FD9-AE1A-4A14-984D-389C36F85647
  • 64bit OS
    • http://www.microsoft.com/Downloads/details.aspx?familyid=EB4EBE2D-33C0-4A47-9DD4-B9A6D7BD44DA
• On the opened Microsoft web page please click the Download button in blue rectangle. When asked, please choose to save the file on your computer (we recommend saving it to the Desktop folder).
• Once the file is downloaded, start it by double clicking on its icon (its name will start with vcredist).
• In the started program confirm license agreement and then click the Next button.
• Once finished, please restart your computer.

The AVG installation should proceed after the computer restart.

If the installation still doesn´t work, you can try to run the installation with a parameter to rectify the situation. Please do the following:

• Download the latest AVG installation file to a new folder on your computer. The latest installation file can be downloaded here.
• Please make sure that you are downloading the correct installation file by clicking on the Installation files tab and then selecting the installation file that is NOT labeled as Download Manager
• If you are using Microsoft Windows Vista or Windows  7, please turn off the UAC function (User Account Control) this way:
• Start -> Control Panel -> User accounts.
• Click the Turn User Account Control on or off option.
• Uncheck the Use User Account Control (UAC) to help protect your computer option and click OK.
• After the installation of AVG is completed, you can turn UAC on the same way.
• Download the msvcfix.zip archive to the same folder where the downloaded installation file is.
• Extract the archive to the same folder. The msvcfix.bat file will be created.
• Run the msvcfix.bat file and proceed through the steps of the AVG installation wizard.

In case that the above solutions did not work for you or AVG does not work correctly after installation, please contact us by following instructions in FAQ 2216.

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 9.0
AVG Internet Security 9.0
AVG Anti-Virus plus Firewall 9.0

• 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 the following files in the Explorer's window that will appear on the screen: 
  • avg9inst_XXXX-XX-XX_XX-XX.xml
  • Davg9inst_XXXX-XX-XX_XX-XX.log
    (where X represent the date and time of creation)

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 Customer Services.

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 1995 to install AVG.