Why does AVG continue to block MyPC Backup when I have placed it in my exceptions?

Could I please get some assistance regarding the "MyPC Backup" program which I still wish to utilise.  I have followed the below steps and along with the steps emailed to me by MyPC Backup had the program up and running again, however now the problem has resurfaced and the steps are no longer helping.
 
If the situation is not rectified by AVG then I may have to look at another Antivirus program to utilise in the future.
Please thoroughly peruse the below information :-  Cheers, Catherine.
 From: MyPC Backup Support
Date: 11/11/2014 8:42:41 PM
Subject: [MyPC Backup Ticket #516425]: Re: [#FDB-21486-953] MyPC Backup.
 Hi,
Thank you for your email.
AVG is indeed blocking the MyPC Backup application, this can result in MyPC Backup not being able to run backups or being completely uninstalled.

I fully understand it is disconcerting to see MyPC Backup be classed as a threat to your computer, however we want to make it clear that AVG are not blocking us due to the app being deemed as malicious or a virus, they are classing MyPC Backup as a Potentially Unwanted Program. This means some AVG users have reported they don’t remember installing MyPC Backup or don’t know how it ended up on their computer.

Before we begin to explain how to fix it I would advise temporarily disabling AVG by right clicking on the AVG system tray icon and clicking ‘Temporarily disable AVG’. Then, please go to www.mypcbackup.com/download and download and run a new installer. Once the installer has run and the app is showing on your screen:

- Open AVG main control panel
- In the top right corner there is 'Options'
- Click on the Options > Advanced settings
- In the left panel there is 'Exceptions'
- Click on the 'Add Exception' button
- In the drop down 'Select exception type' select file and add the following systematically:

C:\Program Files\MyPC Backup\updater.exe
C:\Program Files\MyPC Backup\service start.exe
C:\Program Files\MyPC Backup\RestartExplorer.exe
C:\Program Files\MyPC Backup\RegisterExtensionDotNet20_x86.exe
C:\Program Files\MyPC Backup\RegisterExtensionDotNet20_x64.exe
C:\Program Files\MyPC Backup\MyPC Backup.exe
C:\Program Files\MyPC Backup\Configuration Updater.exe
C:\Program Files\MyPC Backup\BackupStack.exe

After this in the drop down ‘Select exception type’ select folder and add the following systematically:

C:\Program Files\MyPC Backup\~updates\
C:\Program Files\MyPC Backup\log
C:\Program Files\MyPC Backup\Database
C:\Program Files\MyPC Backup\config
C:\Program Files\MyPC Backup\compressed

Click Apply and OK. Now, AVG will stop marking MyPC Backup, even after a computer restart.

If you do speak to AVG, make it abundantly clear you wish to continue using MyPC Backup as their customer services are trained by default to tell you to remove any threats AVG finds.

We are in communication with AVG to try and resolve this situation, but as it stands they are intentionally blocking MyPC Backup. I apologize for any inconvenience caused but hope this covers the situation clearly.


Kind regards,

Carl Palomares
Tier 1 Technical Support
MyPC Backup
http://www.mypcbackup.com
 
AND
 From: AVG Technologies AU
Date: 17/06/2014 7:59:10 AM
Subject: Re: [#FDB-21486-953] MyPC Backup.
 Hi Catherine,
 
Thanks for your email.
 
I have forwarded your email onto our technical support team, who will be in contact with you shortly to assist you with your query.
 
If there is anything the AVG Sales Team can do for you in the meantime, please don't hesitate to contact us again.
 
Kind regards
 
Sam McBain
Client Care - Sales & Operations
AVG Technologies AU
 
Rate my service at https://www.avg.com.au/rateme/?n=Sam
 
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This transmission and any attachments may contain confidential information. If you are not the intended recipient, any use, disclosure or copying of this transmission is unauthorised - please notify the sender and delete the message. AVG Technologies AU will not be liable to any recipient for any loss or damage. Any views expressed in this transmission are those of the individual sender, except where the sender specifically states them to be the views of AVG Technologies AU.
 
 
On Sat, 14 Jun 2014 13:10:51 +1000, "Catherine Fitzpatrick"  wrote:
> Good morning,
 
> As I do every week am currently running a whole computer scan however the
> programme seems to have paused on 25% due to detecting two errors being from
> MyPC Backup.  Now I have had this programme installed since February of this
> year and can guarantee it is of no threat to my PC.  In saying this, why now
> is my AVG anti-virus programme suddenly detecting it as a potential threat?
 
> If you could shed some light on the above situation it will be very much
> appreciated as I like the programme and enjoy having AVG as my anti-virus
> protection.  In saying that, I have paid good money for both programmes and
> want to utilise them.
 
 Please help!!!
 
> Kindest Regards,
 
> Ms Catherine Fitzpatrick
 
> P.S - This is the response I received from MyPC Backup earlier this morning
> and they are in fact correct.
 
 
> Hi Catherine,
 
> Thank you for your email.
 
> On the 10th of June AVG began flagging the MyPC Backup application as a
> threat. Subsequently the AVG program moves all aspects of the MyPC Backup
> program to its virus vault disabling backups from taking place and the
> program from running.
 
> Sometimes anti-virus companies flag programs in error, this is referred to
> as a false positive. We have today contacted the AVG false positives team to
> query the flagging and see if it is possible to remove.
 
> However, the reason for the flagging may be what is known as PUP or
> Potentially Unwanted Program. This is where the user community of an
> Anti-Virus mark an app or piece of software as something they didn't recall
> installing or believe they
 
> Have ended up with through installing something else. Regrettably, MyPC
> Backup is installed in bundles with certain other applications, so this may
> be the reason why this has happened. If MyPC Backup has already been moved
> to the AVG Virus Vault you can restore it by following AVG's instructions
> here: http://www.avg.com/gb-en/faq.num-5194
 
>> I assure you that MyPC Backup does not contain any viruses or malicious
> software, being perfectly honest with you as a paying customer - the only
> likelihood for the block is due to certain ways MyPC Backup is marketed.
 
> However, it is quite possible this is simply a false positive. This Article
> explains everything you need to know about False Positives if you are still
> concerned: http://www.howtogeek    
> com/180162/how-to-tell-if-a-virus-is-actually-a-false-positive/
 
> Please let me know if there is anything else I can help with.
  
> Have a nice weekend.
 
> Kind Regards,
 
> John Rhodes
 
> User Experience Team
 
> www.mypcbackup.com 
 
 
-------Original Message-------
 
From: supportau@avg.com
Date: 17/06/2014 8:07:45 AM
Subject: AVG - Support [ ref:_00Db0Z3Sf._500b06x3oq:ref ]
 
Dear Catherine,

Thank you for your call.

As discussed, To exclude a file or folder from detection:
Open your AVG program.
From the Options menu, select Advanced settings.
In the left pane, select Exceptions.
In the right pane, click Add exception.
In the drop-down menu, select exception type - File or Folder.
Browse to the file or folder that you want to exclude.
Select whether you want to apply the exception also for other AVG components.
Click OK to save details of the exception.
Click OK again to save the settings.

I hope this helps. If you have further questions or issues, please do not hesitate to contact us.

Best Regards,
Ben Boreham
Technical Support
AVG (AU/NZ) Pty Ltd

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This transmission and any attachments may contain confidential information. If you are not the intended recipient, any use, disclosure or copying of this transmission is unauthorised – please notify the sender and delete the message. AVG (AU/NZ) Pty Ltd will not be liable to any recipient for any loss or damage. Any views expressed in this transmission are those of the individual sender, except where the sender specifically states them to be the views of AVG (AU/NZ) Pty Ltd.