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MARION HARRISONMARION HARRISON 

AVG 2017 ultimate update is blocking internet access

Hi, I use the paid version of AVG. My AVG automatically upgraded to AVG 2017 last week and since then it is blocking all access to to the internet - including access to the AVG website. Inorder to access the internet I have to disable AVG.

This is totally unacceptable - why am I paying for something that I cannot use.

I also cannot acces online help. There is no longer a chat session availble.

Please!! can someone help? If not I will have to look at other antivirus installations. I have been using AVG (paid) for some time. So this is all very distressing.
Best Answer chosen by MARION HARRISON
KarthikeyanKarthikeyan (AVG Technologies) 
Hello Marion,
We are sorry to hear that the issue persists. Please try to restart the computer in safe mode with networking and check if you are able to access your computer from safe mode. Please click on this link(http://avgclick.me/rebootintosafemode) for the steps to restart the computer in safe mode with networking.
Thank you

All Answers

Akash ChandaAkash Chanda (AVG Technologies)
Hi Marion,
We are sorry to hear that and apologize for the inconvenience caused due to the latest update. We suggest you to change the firewall network profile from "Public" to "Private" and check if that fixes the issue. To change this settings, please open the AVG Internet Security and click on Menu>Settings>Components>Firewall>Customize>Network profile.
Thank you!
MARION HARRISONMARION HARRISON
Hi,  I checked and it is set to private.  So I don't think that is the problem. 
Abirami ShanmugamAbirami Shanmugam (AVG Technologies)
Marion,
We truly apologize for the inconvenience caused. We request you to repair the AVG Internet Security component In AVG Ultimate by following the instructions below and check if your Internet works fine. Here are the instructions:
1. Go to Start -> Control Panel.
Note: Click Settings first if Control Panel is not available in the Start menu.
2. Open (Programs) -> Programs and Features, or Add or Remove Programs.
3. Select AVG Protection in the list of programs.
4. Click the Change or Change/Remove button.
5. Select Repair.
Please update the status of your Internet after repairing AVG.
Thank you.
Alan BinchAlan Binch
MARION, In future please try to keep the whole conversation in one question/thread to speed up any resolution. Other posting (https://support.avg.com/answers?id=906b0000000Do2IAAS).
AVG Guru
MARION HARRISONMARION HARRISON
Dear Abirami,  unfortunately your suggestion hasn't helped.  I got an error message when I tried the repair.  I then tried uninstalling AVG Internet Security.  After that a restart was required.  The restart is now a problem.  My pc screen is flashing.  I think if I'm able to get the use of my PC back that I will be getting a new anti virus and anti malware. 
And to Alan,  if you have nothing helpful to contribute I would suggest you say nothing. 
Bhuvaneswari VairavanBhuvaneswari Vairavan (AVG Technologies)
Hello Marion,
I apologize for the inconvenience. Please try to login to your PC if you have any other User Account and check the status.
MARION HARRISONMARION HARRISON
AVG isn't even able to uninstall. I will definitely not be renewing my subscription.  I've removed it from my phone as it was also slowing down my Internet access on my phone.  My pc is now buggered thanks to AVG. AND NO ONE AT AVG SEEMS TO CARE THAT THEIR APP IS USELESS. 
Bhuvaneswari VairavanBhuvaneswari Vairavan (AVG Technologies)
Marion,
I understand how frustrating this can be on your part. Your patience and cooperation are highly appreciated on this matter. Please 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" and check the status.
Please do get back to us if you are able to uninstall the program.
Thank you.
MARION HARRISONMARION HARRISON
Dear Bhuvaneswari,  I still do not have control of my laptop after the first attempt to uninstall as suggested by Abirami. Several attempts to get my laptop to start up has not worked.  It seems the restart required after the uninstall has done
serious harm.
 
KarthikeyanKarthikeyan (AVG Technologies) 
Hello Marion,
We regret for the inconvenience. We suggest you to press and hold the power button in your computer for 20 seconds and then check if you are able to boot into your computer normally. If you still have any issue, please let us know the version of Windows you are using.
Thank you
MARION HARRISONMARION HARRISON
I've already tried that.  As well as all other Microsoft suggestions.  I cannot get my laptop to restart after I clicked restart after uninstalling AVG.  I NOW DO NOT HAVE A WORKING LAPTOP. !!!!!

 
KarthikeyanKarthikeyan (AVG Technologies) 
Hello Marion,
We are sorry to hear that the issue persists. Please try to restart the computer in safe mode with networking and check if you are able to access your computer from safe mode. Please click on this link(http://avgclick.me/rebootintosafemode) for the steps to restart the computer in safe mode with networking.
Thank you
This was selected as the best answer
MARION HARRISONMARION HARRISON
Hello Karthikeyan, Microsoft techs have already tried all of the various steps to help me get my laptop to restart. But thank you for the link as you saved me having to go look for it on the MS site.
i will repeat all the steps again - you never know, a miracle could happen. Will let you know.
MARION HARRISONMARION HARRISON
Hello Karthikeyan, The app unistalled AVG but there was one file that refused to uninstall and continu
ed to run no matter what. AVG web tuneup. The screen still flashed and I couldn't access anything except windowskey +R.
In the end I gave up and rest my PC to its original state using the onekey recovery. Microsoft then reinstalled windows 10 but coouldn't do the upgrade to windows 10 Pro because I can't find my product key.
Now I'm VERY SCARED to reinstall AVG 2017. If anyone has an idea how I can safely do so without lossing internet access and windows again?
Thank you to those who had some interesting solutions if they didn't help me, I did try them all. 
Alok KumarAlok Kumar (AVG Technologies)
Hello Marion,
I'm sorry hear that you had experienced issue with internet access after AVG Internet Security 2017 updates. What happened (It might be because you ware using two AVG protection programs) is very unusual and should not happen under normal circumstances. However, I have sent you an email. If you wish us to reinstall AVG Ultimate program, then please follow the email instruction to connect with us remotely and we will install it for you.
Best regards,
Alok.
MARION HARRISONMARION HARRISON
Hello Alok,
Thank you very much. I will contact them.
MARION HARRISONMARION HARRISON
Thank you Alok. It is all working now. :) It was fixed a few minutes ago by one of the AVG Techs.
 
AvinashAvinash (AVG Technologies) 
Marion,
You are most welcome.
MARION HARRISONMARION HARRISON
Hello, Unfortunately we are back to having AVG blocking access to the internet. I had to disble AVG so that I could access this site. :(
AVG needs to take this problem seriously and fix there product.
It was all good and well installing it for me at no charge, I do appreciate it BUT that has not solved the problem. It worked for 24 hrs but now it is again blocking all access to internet. I couldn't even access AVG or the Microsoft store. 
Patrick RawoePatrick Rawoe
I am experiencing a similar problem. After the avg update (also paid version) I can still acces the internet, but can not receive or send more mails with outlook. The program crashed even. Also, I can upload anything anymore. When I disable avg everything works fine.

Also I have tried to remove avg  and could after restart no longer acces the computer. Luckily I could solve that and remove avg then good. In the meantime I have Kasperskytrial installed and that works fine.

I have cancelled my abonement, but it still runs to 11/2018. If avg finds a solution for this problem, I will consider to reïnstall avg again ... otherwise it will be byby avg !
AvinashAvinash (AVG Technologies) 
Marion,
I apologize the issue persist even after a reinstallation. I would suggest you to get connected to our remote support back so that they can collect diagnostic information about the issue and escalate your concern to senior technical team. They will analyze your issue and get back to you via email with a resolution.
MARION HARRISONMARION HARRISON
Thank you Avinash. I will do so if the problem persists. I am wondering if it is not perhaps something to do with my PC though. As it is working fine now. I also ran a windows network troubleshooter and it came back with some problems that it fixed. Thank you for all your help.
Patrick RawoePatrick Rawoe
seems to found the problem for me.  reinstalling avg i'v got a securitymessage from windows 10.  I had to give the avg app a permission .  I probely mist that the first time.  Now it works and I can recieve and sent mail again.
Abirami ShanmugamAbirami Shanmugam (AVG Technologies)
Patrick,
We are glad to know that your issue is resolved.
We appreciate your efforts in this matter.
Feel free to contact us if you need any assistance with AVG.
Have a nice day!
vlct .....vlct .....
Hi Marion, Just wondering what version of windows you are using with this problem? Also has this been resoved?
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