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Douglas ThorntonDouglas Thornton 

upgrade problems

After the last Ultimate upgrade to 18.3.3051, the program fails to enable "hacker attacks" and "payments" Sometimes , upon computer start up , it shows them working, other times they are dis-abled. I initially contacted AVG tech support and they wanted to charge me to "fix the problem".
I have been using a back up I made , when the program was working, to restore it each time the 2 items are non-functional. 

I have been purchasing AVG for quite a number of years and have always liked the software.
Now I am considering switching to another company's product.

Any ideas ?

Doug
Best Answer chosen by Douglas Thornton
Douglas ThorntonDouglas Thornton
Thank you,

I was not given a case #.

I removed and re-installed as you suggested. I will be waiting for the update to resolve the other issue.

Hope this will resolve all, eventually...

Doug

All Answers

Ranjani BakthavachalamRanjani Bakthavachalam (Avast)
Douglas,

We regret the inconvenience.

We couldn't find any recent contacts you had with AVG, do you have any case number for reference? Have you contacted our AVG Go Premium support or technical support?

We (Technical team) provide support for free and we are aware of this firewall issue which will get fixed  automatically in the upcoming updates.

However, to resolve the other components inactive issue, you can uninstall and reinstall AVG Internet Security.

Go to Control Panel -> Programs and features -> Uninstall -> uninstall AVG Internet Security and reinstall AVG Internet Security Unlimited as suggested here: http://support.avg.com/SupportArticleView?urlname=Download-and-install-AVG-Protection . You can activate this purchase using your email address and password.
Michael HarrisMichael Harris
Having to uninstall & reinstall this stuff is really a PITA. Can't AVG make this easier? After all we pay YOU for something that works don't we?
 
Douglas ThorntonDouglas Thornton
Thank you,

I was not given a case #.

I removed and re-installed as you suggested. I will be waiting for the update to resolve the other issue.

Hope this will resolve all, eventually...

Doug
This was selected as the best answer
Alok KumarAlok Kumar (Avast)
You're welcome Doug,
It seems you had contacted AVG GO Premium support which is not focus only on AVG.
We are aware about the hacker attack issue and our development team is working on a fix. The issue will be fixed soon, your computer will be protected as the issue is only with our user interface.
Best regards,
Alok.
Alok KumarAlok Kumar (Avast)
Hello Michael,
That’s certainly not how we want your AVG to work. However, the main cause of the AVG inactive component is Windows update, missing/corrupted AVG files, old/previous AVG traces, any third party security program etc. When we reinstall AVG Internet Security/AVG Free Antivirus completely along with any previous traces using the AVG clear tool/AVG Remover tool and then do a fresh installation of AVG. This ensure that none of the previous traces of AVG are left on your computer and you have an updated version.
However, we would like to take this as a feedback and work on the same. You can also submit a product feedback (open AVG Internet Security/AVG Free Antivirus > Menu > About > submit feedback), it will reach to our development team.
Best regards,
Alok.
Douglas ThorntonDouglas Thornton
Thanks Alok, I did a clean install using AVG clear/Avg remover tool initially when I reinstalled AVG.
I did what Ranjani suggested in the first reply and AVG seems to be working good now.

Thank you all for your help !!

Doug

 
Ranjani BakthavachalamRanjani Bakthavachalam (Avast)
Glad to hear that everything is in order now, Douglas. 

We appreciate your efforts. Thank you for letting us know its status. 

​Please feel free to contact us if you have any further questions.
Douglas ThorntonDouglas Thornton
Hi Ranjani,

I reported too soon, that AVG was working. It still shows some parts disabled when I first turn on the laptop. I just have to keep restoring from the backup I made to get it all working.
When is the next upgrade going to be released to fix this...?

Doug
Ranjani BakthavachalamRanjani Bakthavachalam (Avast)
Douglas, 

Upcoming update will fix the firewall issue, we need to check why other componets were turned off. 

We have sent you an email requesting the diagnostic information to analyze the issue and provide you with a resolution.

Please check your inbox and spam box as well and send the requested data to assist you further. 
Douglas ThorntonDouglas Thornton
Hi Ranjani,

After the failed attempt to get you the diagnostic file, I lost your email with the link/links. Could you please resend. This morning 3 items failed to go green on the main Internet security program.

Thanks, Doug
KarthikeyanKarthikeyan (Avast) 
I have resent the link and steps to collect error logs from your computer.

Please send us the log files, which will be analysed by our senior team and contact you via with a solution.
Douglas ThorntonDouglas Thornton
This morning, after having an AVG support tech,yesterday, remove a conflicting program and re-install AVG Internet Security, I have the exact same issue when I started up my computer.
Hacker Attacks, Privacy and payments are all red- disabled....
So now what ??

Doug
Ranjani BakthavachalamRanjani Bakthavachalam (Avast)
Douglas, 

Sorry to hear that the issue persists, please reconnect with our remote technicians to collect log files and screenshot of AVG user interface to escalate it. 
Douglas ThorntonDouglas Thornton
Despite all the tech support AVG Internet Security fails to operate correctly on both of my computers.
I will spend no more time on this problem.
AVG tech support has told me that when they release the next software update these issues will be resolved.
In the interim, I must do a restore from a good backup, of AVG Internet Security, then click "fix problems" and then turn on a few more things on the dashboard an then all is operational.

I must do this everytime I reboot the laptop. !!

Thanks AVG for releasing an un-tested software update.

Doug Thornton..
Ranjani BakthavachalamRanjani Bakthavachalam (Avast)
Douglas,

Sorry for what has happened. We will be able to help you if we have your support and time. Please reconnect with our remote technicians and provide them your case number to collect log files directly to escalate. I have made a note on your case to avoid confusion.
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