Home Support

English

X

Select your language:

AVG Support Community

Share tips and solutions on AVG Products

Have a question?

Community topics

AVG Gurus

These community experts are here to help

  • (AB) Alan Binch
  • (BA) Borislav Angelov
  • (VB) Vladimir Bartl
  • (SK) Subhadeep Kanungo
  • (MS) Miloslav Serba
asif sultanasif sultan 

Virus Found Fake Alert

Recent scan of my computer by AVG Internet Security found Fake Alert Virus. AVG Internet Security is unable to remove or resolve the threat.
I contacted ​AVG support and uploaded the file in a password protected archive. They examined the file and say its Trojan Horse and needs to be removed. But, how? If AVG cannot remove it, do they want me to remove it manually (i.e. delete it)? Is it safe to do so?

Here's the conversation:
AVG:
Please be informed, that the file your provide us is email file. There is attached zip file, where is invoice221313.exe file which is infection file detected by AVG as Trojan Horse Crypt3.CJJP. This detection is correct and not false alarm.
ME:
What is the solution since AVG Internet Security is unable to resolve this threat.
AVG:

Solution in this case is just remove this file as it is SPAM with attached infected file.
ME:

AVG is unable to remove or resolve the virus. Please advise.
 ​​
Sreedevi PadmakumarSreedevi Padmakumar (AVG Technologies)
Hello Asif, I apologize for the inconvenience caused. I have sent you an email with instructions to connect to our expert for analyzing this issue. Thank you.
Joyson RegisJoyson Regis (AVG Technologies)
Hi Asif, I sincerely apologize for the difficulties you are currently experiencing. Are you able to switch on your Computer now?
asif sultanasif sultan
Twice yesterday, during remote access support, the connection was disconnected - after proceeding to reboot in safe mode, the computer is unable to get internet access, hence unable to reconnect in safe mode. I will need instructions on how to enable Internet access in safe mode once you reboot in safe mode.
Ratheesh RamadevanRatheesh Ramadevan (AVG Technologies)
Hello Asif,
I apologize for the inconvenience caused, since the session was not able to reconnect in safe mode.
Kindly follow the below steps and reboot to normal mode.
1.Go to Start and type in Msconfig .
2.In Boot tab, select Normal mode.
3. Restart the computer.
Once you connect back in normal mode you can reconnect to complete the session. Thank you.
asif sultanasif sultan
Unfortunately, the AVG remote assistance was not able to remove the virus in all the three remote sessions. Every other time that they tried to reboot in Safe Mode, the connection was disconnected and in Safe Mode, the computer is unable to reconnect to the Internet, even in Safe Mode with Networking.
The last AVG Tech left instructions to delete the files manually myself in Safe Mode, which I did.

My impression of AVG and its Tech Support:
  • First of all, was this really a Trojan Horse Virus as indicated by David Machac in his e-mail to me Or was it simple Spam?​​
  • The silence on the part of David Machac to respond to my request to suggest ways to "remove" virus is questionable.
  • If it was a Virus, how was it able to get past AVG? This raises doubts about the capability of AVG to detect and remove viruses.
  • I have been using AVG on my computers since 2011 and I seriously feel that it's time to switch to a real and reliable anti-virus software.
  •  
Joyson RegisJoyson Regis (AVG Technologies)
Hello Asif, please refer this link: http://support.avg.com/SupportArticleView?urlname=How-to-report-a-false-incorrect-detection and send us the sample of the virus found if it is possible to gather the sample. Thank you.
Ask a question