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Patrick GalePatrick Gale 

Why is AVG Free talking to AVG LiveKive

I have AVG AntiVirus Free installed.  It is the only AVG product I have installed.  I have noticed that my PC (running Windows 7) is talking regularly to the online service AVG LiveKive.  I looked up what AVG LiveKive is/was and found that it was a cloud service that AVG used to run but it has been discontinued.

I was surprised and slightly concerned that my computer seems to be taling to a cloud service with out my knowledge...  Can anyone advise why AVG Antu Virus Free is talking to AVG LiveKIve ? And what data might being sent from my computer to this serice?

Thanks

Patrick 
AvinashAvinash (Avast) 
Hello Patrick.
Thank you for contacting us. Could you please elaborate what do you mean by "talking" between the two programs? Do you have AVG Live Kive installed on your computer? We would like to inform you that AVG Anti virus free does not have to communication with AVG Live Kive to protect your PC from infections. As you know AVG Live kive is discontinued, the shutdown of AVG LiveKive will not affect any other AVG products or services. Thank you.
Patrick GalePatrick Gale
My commputer connects to the internet via a DNS provider that monitors all the connections my computer makes to the internet.   When I look at the details of the places that my computer is connecting to it tells me that my computer is regularly connecting to the  AVG LiveKive  Coud service.  I have never used or signed up or installed AVG LiveKive which is why I was surprised to see this listed as a connection my computer is connecting to. The only AVG software that I have ever installed is AVG AntiViruus Free.  I can not fix the problem by stop using or uninstalling AVGL LiveKive because it is not installed on my computer...   It looks live that for some reason that AVG AntiVirus Free  wants to regualrly  connected to AVG LiveKive, at a guess because AVG AntiVirus is now uses this in someway  (to check for updates tec?) but I want to be sure that the check is legitimate and know what it is doing.

Thanks
Balasubramanian SBalasubramanian S (Avast) 
Hello Patrick,

Sorry to hear about the inconvenience caused. Please follow these steps to send us diagnostic information from your computer.
This information will allow us to analyze the situation and provide you with solution:
1) Click this link http://www.avg.com/filedir/util/AVG_SysInfo.exe to download the AVG SysInfo tool.
2) Run the downloaded tool.
3) Click Accept to confirm the license agreement, and then click Continue.
4) Once the screen Output created is shown, fill in any additional details, or click Attach if you want to attach any additional files, such as screenshots.
5) Click Send, fill in your email address, and then click Send again.
6) We will analyze the received files and provide you with further information.
Balasubramanian SBalasubramanian S (Avast) 
Since you have mentioned that your computer connects to the internet via a DNS provider that monitors all the connections to your computer makes to the internet. When you look at the details of the places that my computer is connecting to it tells me that your computer is regularly connecting to the AVG LiveKive Cloud service, will you be able to share the respective data from your internet service provider so that it might also helps us to find the exact issue?
NOTE: The data includes your personal data, so if you wish to provide those data then please provide it while you sent the information to us by following the above instructions. Thank you.
Patrick GalePatrick Gale

Attached is a screen shot of the conection info that my DNS service gives me about the connectionDNS info
Balasubramanian SBalasubramanian S (Avast) 
Thank you for attaching the screenshot. If you could follow the instructions that I gave before and send us the diagnostic data of your computer using the Sysinfo tool it will be more helpful.
Patrick GalePatrick Gale
I will do I am away from my PC at the moment but will do when I am with it in a  couple of hours.

 
Balasubramanian SBalasubramanian S (Avast) 
Thank you so much for understanding. Yeah, please send it when you have the time and do let us know once it is sent.
Patrick GalePatrick Gale
Hi 

Sorry for teh delay it has been a very busy week. 

When I tried to send teh file directly form teh program the program crashed. 

But I have managed to save the file to the desktop.  

Have you got an email address I can send it to manually ?

Thanks

Patrick 

 
Balasubramanian SBalasubramanian S (Avast) 

Sorry for the inconvenience caused, Patrick. We don't have any specific email address to contact us. So, I have sent you an email instructions to get our additional support and once connected to them please provide this case reference 02519830 and tell them that you need to upload the diagnostic file of your PC to our FTP server and provide them with the file that you saved on your PC.
Please check for the email on spam or junk folders if it is not present in the inbox.
Thank you.
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