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Brendan Reid AVG Antivirus Free Installation problem
Dear Sir/Madam,
Hopefully you can help me please.
I'm tidying up my PC and have removed a previous version of AVG which was really good. Never have had any problems until now.
I'm trying to install AVG Antivirus Free 2017 - I have no other security installed.
Prior to commencing the latest installation, having looked at some helpful suggestions on this forum and following some iterations, I again uninstalled all AVG Programs from Control Panel - Programs and Features. I then removed AVG folders from C:\Program Files, C:\ProgramData and C:\Users\Admin\AppData\Local. I then ran AVG_Remover and when it completed I removed the C:\AVG_Remover folder.
I'm using AVG_Protection_Free_1606.exe to install AVG Antivirus Free 2017 which hopefully is the correct version for my laptop with Windows Vista.
At each install at the 78% installation point, which remains for a very long time, I get a popup box entitled "Network Error" with the message : "Another computer on this network has the same IP address as this computer. Contact your network administrator for help resolving this issue. More details are available in the Windows System event log". Maybe this is an unrelated PC issue ?
By now an AVG icon has been created. The target is "C:\Program Files\AVG\Framework\Common\avguix.exe" /zen.open_ui
After another long wait we finally get "Installation failed. 0xA001004: Wait operation timed out"
Google Chrome starts automatically to enable web tuneup which seems to work.
In Control panel - Programs and Features there are AVG, AVG Protection and AVG Web TuneUp programs.
When I run the AVG Icon the description "AVG ZEN" Is displayed in the toolbar and the interface does not resemble the AVG Antivirus Free 2017 interface. It looks like this hasn't successful installed.
Apologies for all the information.
Would you know how to proceed please ?
Thank you,
Brendan
Hopefully you can help me please.
I'm tidying up my PC and have removed a previous version of AVG which was really good. Never have had any problems until now.
I'm trying to install AVG Antivirus Free 2017 - I have no other security installed.
Prior to commencing the latest installation, having looked at some helpful suggestions on this forum and following some iterations, I again uninstalled all AVG Programs from Control Panel - Programs and Features. I then removed AVG folders from C:\Program Files, C:\ProgramData and C:\Users\Admin\AppData\Local. I then ran AVG_Remover and when it completed I removed the C:\AVG_Remover folder.
I'm using AVG_Protection_Free_1606.exe to install AVG Antivirus Free 2017 which hopefully is the correct version for my laptop with Windows Vista.
At each install at the 78% installation point, which remains for a very long time, I get a popup box entitled "Network Error" with the message : "Another computer on this network has the same IP address as this computer. Contact your network administrator for help resolving this issue. More details are available in the Windows System event log". Maybe this is an unrelated PC issue ?
By now an AVG icon has been created. The target is "C:\Program Files\AVG\Framework\Common\avguix.exe" /zen.open_ui
After another long wait we finally get "Installation failed. 0xA001004: Wait operation timed out"
Google Chrome starts automatically to enable web tuneup which seems to work.
In Control panel - Programs and Features there are AVG, AVG Protection and AVG Web TuneUp programs.
When I run the AVG Icon the description "AVG ZEN" Is displayed in the toolbar and the interface does not resemble the AVG Antivirus Free 2017 interface. It looks like this hasn't successful installed.
Apologies for all the information.
Would you know how to proceed please ?
Thank you,
Brendan
We regret for the inconvenience. Download and run AVG Clear tool: https://share.avg.com/steam/PSP/AVG2017/AVG_Clear.exe. This tool will help with removing antivirus component of AVG 2017 and its traces.
Open tool
User Account control - click "Yes"
Windows safe mode - click "No" (we cannot recommend use the tool in safe mode, because there is a problem with compability)
Choose installed version (AVG Free, AVG Internet Security)
Click "Uninstall"
Click "Restart computer"
Once you restart your computer, please follow the below steps to change the DNS settings.
Navigate to your system control panel, e.g. through the start menu.
-Select "View network status and tasks" or "Network and sharing center" (depend on view)
-Click on "Change adapter settings" on the left. Now a window that lists all your network adapters will appear.
-Select your main network adapter (either LAN or WLAN, depends on what customer is using),
-Right-click it and select "Properties".
You'll now see the advanced properties of the TCP/IPv4 settings.
Don't change anything in the upper field regarding IP, Subnet or Gateway.
-Select "Use the following DNS server addresses:"
-And enter 2 DNS servers: OpenDNS: 8.8.8.8 and 8.8.4.4
Once you done that, please click the link to install AVG Free 2017 http://files-download.avg.com/inst/mp/Antivirus_Free_1817.exe
Feel free to contact us if you have any further assistance.
Thank you.
Thank you for your helpful reply.
Making some progress thanks just not quite there yet.
I opened AVG_Clear.
It started immediately - there seemed to be no option to access User Account control to click "Yes" ?
Windows safe mode - I clicked "No"
The "Select version box" offered either AVG Free or AVG Internet Security
I chose AVG Free and "Uninstall".
I then chose AVG Internet Security and "Uninstall".
I clicked "Restart computer"
Next is change the DNS settings.
Under LAN or High-Speed Internet then under Wireless Network Connection
and getting to "Use the following DNS server addresses:"
I entered DNS servers as (I couldn't see the phrase "OpenDNS") :
Preferred DNS server 8.8.8.8 and
Alternate DNS server 8.8.4.4 - hopefully that's ok.
I installed AVG Free 2017 http://files-download.avg.com/inst/mp/Antivirus_Free_1817.exe
and ran it.
This ran through until 97%. After another long wait we finally get "Installation failed. 0xA001004: Wait operation timed out". I did take my focus off it for a while and I also noticed at this time a message to say I was disconnected from the Internet (coincidentally ?). There is an option to save a log which I did.
I don't recall a new AVG icon having been created. The target is still "C:\Program Files\AVG\Framework\Common\avguix.exe" /zen.open_ui
Chrome didn't start automatically this time to enable web tuneup.
When I run the AVG Icon the description "AVG ZEN" Is displayed in the toolbar and the interface does not resemble the AVG Antivirus Free 2017 interface.
The Zen interface displays
1) Internet Security - with a comment : install for malware protection
2) PC Tuneup - install for more speed etc.
3) Secure VPN - Open
4) Web TuneUp - Disabled
In Control panel - Programs and Features there are AVG, AVG Protection and AVG Web TuneUp programs.
It looks like AVG Antivirus Free didn't successfully install.
Thanks,
Brendan
We apologize for the inconvenience caused, please attach us the screenshot http://avgclick.me/getscreenshot of the AVG User Interface to assist you further.
Thank you!
AVG Guru
I ran AVG_Clear again and this time I ticked the remove Zen checkbox.
It reinstalled Zen and the icon and I ended up with a timeout at 78% and in the same position to previous.
Hear is a screenshot which shows AVG Antivirus Free in the top LH corner as it appears on your site (assuming it's the latest version) and my installation in the bottom RH corner. Maybe the installation in the RHS corner is indeed the latest AVG Antivirus Free ?
Thank you for providing us the Screenshot, we understand your concern. We see that AVG Zen has already been installed. Please click on the First Tile i.e Internet Security to install the AVG Anti Virus FREE. Once installed, you will get the User Interface of the AVG Anti Virus FREE.
Thank you!
I clicked on the First Tile of AVG Zen and installed the AVG Anti Virus Free which is great thanks.
I now have two more queries please.
The first is related to AVG Antivirus Free Web & Email "Not protected"
On AVG Zen Avivirus Free Tile says "not protected". If I view messages within AVG Zen
the message says : "Antivirus Free : your web & email protection is broken. Fix now"
When I click on the "fix now" button it displays "connecting" then "in progress" then the "fix now" button reappears. I don't think anything happened.
Then I open AVG Antivirus Free.
At the top it say "Protection is disabled. It will be automatically enabled after PC restart"
There is a "fix now" button beside it. When I click on it nothing seems to happen"
Under Web & Email it says "Not protected". If I hover over it it says "You're vulnerable to threats. We strongly recommend turning on your Online Shield to block dangerous websites and downloads". To do this I go to Menu, Settings, Components. The fourth item in the list is Online Shield which is set to Red/off. I click on the red circle and the circle moves to the right and becomes green/on. I click OK.
This returns to the AVG Antivirus free menu. Web & Email still show as not protected. When I go back to Menu, Settings, Components the Online Shield is set to Red/off again.
Protection wasn't automatically enabled after PC restart.
How do I set the Online Shield to on permanently please ?
The second query is related to permanently enabling Web Tuneup.
On AVG Zen "Web tune up" was disabled. I clicked on it to go to an Admin-PC Web tune up page. The Browser Plugin, site safety, do not track, browser cleaner and AVG secure search are all "not activated". I click on "open in browser" Google Chrome appears. I click on "Enable extension" in Chrome and now AVG is in control. I close this down and in Admin-PC Web tune up page, browser plugin and AVG secure search are set to protected. Site safety, do not track, browser cleaner remain "not activated" - maybe this is fine. I close and return to AVG Zen and see Web Tuneup is enabled.
When I reopen Chrome it asks if the AVG control is the startup page I was expecting so I can either "restore settings" or "keep changes". I keep the changes and then close it. On the Admin-PC Web tune up page the Browser Plugin, site safety, do not track, browser cleaner and AVG secure search are all "not activated" again. Do you think Chrome can remember the AVG settings please so Web Tuneup will stay enabled ?
Thank you
We checked the details and no worries we will explain you in detail.
As per your description It seems that your AVG Free antivirus interface is not fully protected. In this case we will suggest you to repair the AVG free Antivirus.
To repair the AVG free Antivirus please follow the below process:
Start-> control panel ->programs(uninstall a program)->select AVG protection -> click on change and repair it.
The AVG Web TuneUP is just the browser extension and it can also be used as search engine as like google and yahoo. This wont make any harm to your PC and you can use your browser securely.
If you need any further assistance, please feel free to contact us. We are always here to help you with your issue.
Thank you.
1) I did the repair as you said and it ran through until 97%. After another long wait we finally get "failed. 0xA001004: operation timed out". So I cannot get Online Shield to switch on as per my previous post.
2) At the 28% point I got the error attached below. Coincidentally this always appears at startup. Is this affecting the rerepair pair process or can i just delete this file ? I reinstalled Skype recently as part of my PC cleanup.
3) Regarding AVG Web TuneUp, please forgive my lack of knowledge as I dont fully understand your reply. Are you saying that there's no major advantage having AVG Web TuneUp enabled. I think I would like to ? The problem I'm having as per my previous post is that I cannot seem to keep it permanently enabled.
Thank You
Thank You
Thank you for providing the details with the screenshot and we will help you to fix the issue right away.
It seems that the issue is due to the old traces of AVG in your PC. No worries We can fix the issue by remove the AVG traces.
To remove the AVG traces please run the AVG Clear tool : https://share.avg.com/steam/PSP/AVG2017/AVG_Clear.exe
After this Please run the AVG remover tool: http://files-download.avg.com/util/tools/AVG_Remover.exe
Restart the PC after running both the tool and follow the below link to install the AVG free Antivirus.
http://files-download.avg.com/inst/mp/Antivirus_Free_1817.exe
If you need any further assistance, please feel free to contact us. We are always here to help you with your issue.
Thank you.
I again downloaded those files you mentioned.
The process took seven hours this time without much progress.
I ran the clear tool. The avguimx.exe "Skype" error I referred to in my last post occurred on many occasions. I ran the clear tool in safe mode, perhaps out of hope/desparation. A reply to one of my previous posts suggested not to run it in safe mode I think. Anyhow this removed AVG Antivirus Free, Avg Security and AVG Zen.
AVG Removal removed PC tuneup. It didn't remove AVG Web Tuneup so I removed using control panel.
I also removed microsoft visual c++ 2105 redistributable (x86) - 14.0.24215 and visual studio 2012 x86 redistributable from control panel.
I read in another reply in this forum about the need to delete the AVG_Removal directory on the C: drive which I did. I searched for further AVG files on the C: drive and hopefully removed them all.
I started the installation in hope.
At the 78% installation point where I've been spending a lot of time recently a network error occurred (see attached file) perhaps coincidentally. Some hours later the error
0xA001004 : wait operation timed out. I used the save log option.
When I click on "Open AVG" in the bottom left hand corner of the screen a message appears "unknown error has prevented web tuneup from installing. Please give it another try and if the issue persists, contact our support team with the error code : 0xa001f90d". When I clicked "ok" AVG Zen froze and I killed it using task manager.
I restarted the PC and restarted AVG Zen. Zen message said "web & email protection broken" as per a previous post. I used Zen to install Web tuneup.
Both AVG Zen and Antivirus are in the same state regretfully as two posts ago regarding
1) Web and Email Online Shield (cannot set it on permanently)
and
2) Web Tuneup (having enabled it it disables after leaving Chrome)
which I mentioned two posts ago.
A little frustrating.
Thank You
We regret to hear about the inconvenience caused. We have sent an email to your registered email address to run the AVG Sysinfo tool to collect the log files to escalate this case to our senior team who would analyze and fix the issue.. Thank you for understanding.
Please, feel free to let us know if you require any further assistance.
Thank you for sending us the diagnostic information from your computer. We have escalated the case to our Senior Team and they will get back to you soon.
Thank you!
I sent case 04585647 to you
Im not sure if the screenshot attached to it so I nclude it here.
Regards,
Brendan
Thank You,
Brendan
I followed your helpful email, filled in the details including case number, clicked "Connect to a expert"
and downloaded the remote support ..LogMeIn... application.
Im afraid that when I double-click on it, select Open or select Run as Administrator it doesn't
do anything.
Im not sure what to do now.
Regards,
Brendan
If it's of any help regarding my inability to run the rescue tool I have Windows Vista and Google Chrome.
Thank You
We apologize for the inconvenience caused, in that case please connect to our Chat Team https://support.avg.com/support_contact_form?l=&retUrl=support_sales and provide the Case Number to them and they will assist you with the issue.
Thank you!
I'll try that now
When I click the "Get Help" button belwo does it go anywhere please ?
Have I done this right ?
Thanks
We are sorry for the confusion, your case number has been escalated to our senior technical support team who would analyze and get back to you through email with the resolution. Please wait until you get email from our senior support team, your patience is very much appreciated.
Please, feel free to let us know if you require any further assistance. Thank you.
I wasnt certain if my form entry above was successful in getting through to your Technical Support Team. Looks like it did so.
Brendan
Just an update on my latest failed installation of five hours duration I'm afraid.
I ran the AVG Clear tool :https://share.avg.com/steam/PSP/AVG2017/AVG_Clear.exe not using the Safe Mode option.
I had to uninstall AVG Web Tuneup from Control Panel
I ran the Reset Access Tool
I ran the AVG remover tool: http://files-download.avg.com/util/tools/AVG_Remover.exe
I deleted all AVG folders and files on the C: drive including C:/AVG_Remover
I checked the registry and hopefully removed any AVG traces.
I ran http://files-download.avg.com/inst/mp/Antivirus_Free_1817.exe.
Again I got to the 78% stage. I got a network error : "Windows has detected an IP address conflict" attached below. Then after nearly three hours at the 78% stage it terminated with 0xE0010045 :data is invalid.
Zen was installed and through it I installed AVG Web tuneup.
Under Zen the Internet Security tile says "Not Protected"
Under AVG Internet Security the Web & Email tile says "Not protected". It recommends turning on on Online Shield.
Under Settings, components, Online Shield, when I turn it ON and select OK and then come back in again it's set to OFF. It wont stay ON.
Under Settings, compoments, I cannot get Secure DNS to turn on at all.
Under AVG Internet Security when I select "Fix Now" I get an AVG information box attached below with the message : "The following components could not be started :" with no components listed.
I've already run AVG_Sysinfo after a previously failed installation which I sent to you.
The support-logmeinrescue wouldn't run (I don't know why) when I double-clicked, selected Open or Run as Administrator.
You then kindly said I could connect to your Chat Team regarding case number 04585647
however having filled in the form regarding AGV Antivirus free and selecting "Get Help" it looked like nothing happened on my screen.
When you can would you please advise what I might do to proceed ?
Thank You
We regret the inconvenience and to assist with the issue better we will suggest you to get connected in chat session using the below link.
https://support.avg.com/support_tech_chat
In this link you have fill you first & last name and your email address.
If you need any further assistance, please feel free to contact us. We are always here to help you with your issue.
Thank you.
Just to confirm that I have just run AVG Sysinfo following a remote session with Joel yesterday and have sent the latest output to you.
Regards,
Brendan
Thank you for providing us the information, we have already escalated the issue. Please be patient and our Senior Team will get back to you as soon as they find a fix for your issue.
Thank you!
hopefully not too long as I've spent many hours over the last week.
Regards.
I was wondering if there is any update on this problem with installation of AVG Antivirus free please.
It has been ongoing since April 19th with many many hours of uninstalling, removing, clearing, repairing and installing without success.
I did send you the latest log-file.
I currently have no virus protection.
Thank You,
Brendan
We apologize for the inconvenience caused to you and the issue has already escalated to our senior team, they are analyzing the issue and get back to you soon. Also I will change the case status to high priority.
Thank you.