Louise, Could you share the screenshot of it to have better understanding? Do you have the latest version of AVG Internet Security/ Antivirus ? Open Antivirus -> Menu -> About -> check its version, it should be 18.8.
Jens, if you are a paid user, please visit http://avgclick.me/AVGtechnical for technical assistance. If you are using a free version of AVG, please post your own query to gather necessary information about the pop up.
Hi, I'm having a similar issue just now. It appears to replicate itself during the quarantine process and keeps popping up. I've read elsewhere in the support area that this may be a false positive. What do we need to do to be certain there is no threat before continuing on with our business? If it helps, I checked the system and I'm currently running AVG AntiVirus Free Edition, Version 16.161.8048. Thanks for any help available!
Hello Manasseh, We will help you sort it out. Your computer is secured because the threat is already quarantined. It seems you're using our very old version of AVG Internet Security. We request you to uninstall it from control panel > program and features and click here for the instruction to install our latest version of AVG Internet Security.
Also getting this, on the paid version after it was updated in Nov, happens every time I wake from hibernate or start computer - so can be multiple times a day. Multiple locations, nothing works! Fixing it over and over doesn't work, ignoring each one doesn't work (that seems to make it worse), in the middle of teaching this is a problem! Seems to always be a temp directory, the webex directory and a few others - always same locations.
We will certainly take a look into this for you. Please go to the specified location(HTMLayout.dll, Instup.dll, AvDump32.exe) and move the folders to your desktop. Zip the folders and once they are ready, create a new post and contact us. We will then send you an e-mail and revert to us with the attachment. This will help us to analyze the issue further and work on a solution. Thank you.
I'd also like to add that I tried installing the latest version and got the error below. Your site says that installing a never version will just write over the older version, do I need actually to uninstall the old version? Is it safe to do that while I'm getting these threats about the Win32/Heri?
We realize the situation. Let us investigate the threat detected file and then proceed with the reinstallation. Click on "Show Details" of threat detection window and provide its screenshot here. Thank you.
Thanks Balasubramanian, Here's the other details screen you requested. Also I noticed that trying to run the newest AVG installer causes the Win32/Heri threat to immediatly come up from my current AVG.
Lisa, do you mean that you have both the old and new version of AVG Antivirus free installed on your PC? We request you to run this https://files-download.avg.com/filedir/util/AutoExec.exe tool. Run the file and click on "Scan Hashes with Virus total". Once the scan has been completed, check the entire list and the rating for each entry should be 10 and above. You can also click on "File" at the top and save the scan list on your desktop. If you confirm that no entry crosses above 10, then you can proceed to uninstall your old version of AVG. For uninstallation, refer this article (http://avgread.me/1DEtNP0). Run AVG clear followed by remover tool as mentioned here (https://goo.gl/JDK1db) to remove the traces. NOTE: If there are no AVG program found, click on "run anyway" to proceed with the removal. To install the latest version, refer this article (https://goo.gl/LYUXfg). Keep us informed about the status.
Hi Balasubramanian, No I only have the old version installed, when I try to run the installer for the newest version it always shuts down and shows that white error box I posted earlier.
I ran the AutoExec.exe tool and clicked on "Scan Hashes with Virus total," I assume by ratings you mean the numbers under the VT column? However, these numbers are fractions, always either 1 or 0 out of a number in the 60s or 70s, does that mean they are all below 10? I've attached an image of what I mean and can also paste the lengthy text file if you want.