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Alison WaltonAlison Walton 

AVG unable to remove Trojan

I'd like some advice, please - yesterday after a scheduled scan, my AVG Internet Security told me it had detected Trojan Dropper Generic 5...and it could not be removed by AVG software as 'element not found'. 
I have a recently licenced AVG version number 16.161.8048.  
I also have another problem today - my AVG window says 'computer update required' AND still shows this message in red even after updating. 
I know that I could uninstall & reinstall AVG to fix this....but I'm worried about using the internet due to apparently having a Trojan present in my system!
Help...how should I resolve this? 
KarthikeyanKarthikeyan (Foundever) 
Hello Alison,

We will work together to sort this out.

It seems that you have an older version of AVG protection installed on your computer.

You can reinstall AVG on your computer and once you install the latest version, please initiate a new scan and check if any threat found on your computer.

Please uninstall AVG Internet Security from your control panel and click on this link http://support.avg.com/SupportArticleView?urlname=Download-and-install-AVG-Protection to install the latest version.

If you face any difficulties, please let us know and we will assist you further.
Alison WaltonAlison Walton
Thanks for your answer - I would try reinstalling if I could firstly remove the Trojan that my version of AVG says is on my computer. I am using my android mobile now as I don't feel that my computer is secure. Otherwise I would have posted a screenshot of the message. Frankly, I feel very disappointed with AVG. 
Please can you tell me how to remove this Trojan -
unless it is a so-called 'false positive' report? 
KarthikeyanKarthikeyan (Foundever) 
Sure, we will check if this is a genuine threat message or false positive.

Open AVG Internet Security, click on "Menu->Quarantine". From here you can see the files that were quarantined by AVG. If you see this trojan file, please share us the screenshot http://avgclick.me/getscreenshot of the file to assist further.
Alan BinchAlan Binch
Alison, If applicable.. For your info, just in case that you are unaware, you can post the screenshot here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions. 
AVG Guru
Alison WaltonAlison Walton
Oh, my apologies - I didn't realise that I had multiple posts/screenshots on 'pending review'...now I understand!
Alison WaltonAlison Walton
AVG trojan warning
Alison WaltonAlison Walton
AVG trojan warning

I'm trying to post a screenshot again, as the first one doesnt seem to be visible after posting the answer...
Alison WaltonAlison Walton
AVG trojan warning

Thank you Karthikeyan and Alan - I hope this is visible! If it's not a 'false positive' please can you advise me on how to remove a Trojan that AVG says cannot be removed? Would restoring my pc to factory reset be an effective option?
Thanks, Alison
Alison WaltonAlison Walton
AVG trojan warning

Thank you Alan and Karthikeyan, please let me know if the screenshot is visible - although it is attaching to my post, it disappears when I click answer!
KarthikeyanKarthikeyan (Foundever) 
Yes, the screenshot is visible.

Please click on "More info" next to the trojan message and send us the screenshot of the same.
Alison WaltonAlison Walton
Following your instructions above, I uninstalled the earlier version of AVG and clicked the link you provided to download and install the recent AVG software. Unfortunately I didn't realise I would lose the virus reports from 2 days ago! 
 
KarthikeyanKarthikeyan (Foundever) 
Alison, reinstalling the latest version will remove the reports. Please initiate a new scan and check if any threat gets detected.
Alison WaltonAlison Walton
A deep scan detected 1 item of malware which was quarantined & I deleted it - hopefully my problem is fixed? Thanks for your help!
KarthikeyanKarthikeyan (Foundever) 
That's great to know, Alison. Yes, your issue is resolved.

To confirm this, you can re-scan your computer and check if everything works fine.
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