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paul oxleypaul oxley 

PC Times out since upgrading AVG package

I recently upgraded my AVG package to include TuneUp, Secure VPN and AntiTrack as well as my existing AVG Internet Security package. Since the upgrade I often have trouble with web pages timing out or the responses being REALLY slow. I don't have any other Anti Virus installed (other than whatever comes with Windows10). Sometimes the problem is resolved after a reboot but not always (and this isn't a satisfactory resolution!) Not sure if this is connected but since the upgrade I often notice that the PC won't closedown due to "Privacy Filter App preventing shutdown" message. Any resolutions gratefully received before I uninstall and go back to the basic free package - thanks.
Best Answer chosen by paul oxley
Midhun AloorMidhun Aloor (AVG)

Hello Paul,

We're sorry for the discomfort this has caused you.
Let us temporarily disable your AVG programs (AVG Internet Security, AVG Secure VPN & AVG AntiTrack) one by one & check which program is causing these issues.
Refer to this article to temporarily disable your AVG Internet Security.
To disable your AVG Secure VPN, turn of the slider button in the main window of AVG Secure VPN.
Coming to your AVG AntiTrack, please disable the "Anti-Tracking" component in your AVG AntiTrack.
Keep us updated.

All Answers

Midhun AloorMidhun Aloor (AVG)

Hello Paul,

We're sorry for the discomfort this has caused you.
Let us temporarily disable your AVG programs (AVG Internet Security, AVG Secure VPN & AVG AntiTrack) one by one & check which program is causing these issues.
Refer to this article to temporarily disable your AVG Internet Security.
To disable your AVG Secure VPN, turn of the slider button in the main window of AVG Secure VPN.
Coming to your AVG AntiTrack, please disable the "Anti-Tracking" component in your AVG AntiTrack.
Keep us updated.

This was selected as the best answer
paul oxleypaul oxley
I checked the article about disabling all AVG protection but I don't have a green slider so I can't see how to disable it. I also disabled all the other components one at a time but the problem persists. I noticed that my Secure VPN wasn't activated so I turned this on and my PC was then completely unusable on the net (pages timed out on every site I attempted to reach) so I've had to turn it off again. I think the issue has something to do with the 'Privacy Filter' as whenever I get the issue with timing out I always get a message saying the Privacy Filter is preventing shutdown. I can't find anything on the Web that refers to this Privacy Filter and I can't find where/what it is on my PC. If you are unable to resolve then could I have a refund please?
AvinashAvinash (Avast) 
Hello Paul. 
If the issues you are experiencing are caused by an AVG product, we will definitely troubleshoot and resolve them for you. As a paid user, you are entitled to free technical assistance. 
I have sent an email containing instructions to avail a free remote assistance service. I'd request you to have an expert technician check this and resolve it for you. Check your inbox and spam box as well for the email. 
L BL B
I also just purchased those additions to my paid subscription. My computer is running much more slowly and applications like Audible just shut down after a short time and have to be rebooted.  I'm considering uninstalling these things and unsubscribing. This is incredibly annoying. 
Dinesh KrishnanDinesh Krishnan (AVG)
Hi LB, 

We're glad to look into this & help you.
Please write back to us in your own post, which will reveal the AVG account affiliated & allow us to help you with the additional support channel.
Thank you for your understanding in advance!
paul oxleypaul oxley
Hi - I've just been speaking to Vanjeenathan remotely who was helping me resolve the issue. After he rebooted my PC we didn't reconnect and he sent me another link to regain contact with him. When I tried to use the link I get the following message "The connection for this site is not secure
secure.logmeinrescue.com sent an invalid response
." so I can't re-establish contact. Please advise what I need to do next as he has currently uninstalled my AVG package. Thanks. New case number is 13887535.
paul oxleypaul oxley
Hi - Thanks for email with new link and instructions to re-install AVG package. The link still doesn't work (on Chrome, Firefox or Edge - Secure Connection Problems). I've re-installed the AVG package and so far things seem to be OK. I'll keep an eye on it during the week to see if I'm still getting problems or if Vanjeenathan fixed it. Thanks.
Nisha SivakumarNisha Sivakumar (AVG)
We're sorry for the inconvenience caused, Paul.
Our remote support has sent you an email. Please follow the instruction and connect with him back.
Thank you.
paul oxleypaul oxley
Hi - I've not yet received the email (I've also checked in Spam). Thanks.
Midhun AloorMidhun Aloor (AVG)

We're sorry to hear that, Paul.

We've resent our remote team's email to your registered email address.
Please check your inbox/spam folders to find the email and use it to contact them.

paul oxleypaul oxley
Hi, I connected ok with the new link and the problem looks like it's been fixed. Thanks very much for the help. I was very pleasantly surprised at how easy the process was (in spite of the first small hiccup of not being able to connect).
Veeramani SivakumarVeeramani Sivakumar (AVG)
Hello Paul, 

It's good to know that you have managed to resolve the issue. If you need any help with AVG, feel free to contact us at anytime. 
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