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Eric SpredemannEric Spredemann 

AVG Free - You've lost your PRO protection!

I had the AVG Internet Security trial. Not sure how, but I did. I've since uninstalled that and then used the AVG uninstaller tool and then reinstalled AVG Free. I keep getting this message, 'You've lost your PRO protection! Your trial has expired.'. My only choices are Remind Me Later and Buy Now or to x out, but whatever I click the big popup box always comes back.
AVG Free is working just fine, expect for this annoying message that doesn't belong.
Best Answer chosen by Eric Spredemann
Rajarajan SooiyachanthRajarajan Sooiyachanth (Avast)
Hello Eric,
We apologize for the inconvenience caused. To resolve the issue, I suggest you to remove AVG traces using remover tool( http://aa-download.avg.com/filedir/util/AVG_Remover.exe ). Please restart to complete the uninstalling process. After running AVG Remover, you may need to manually uninstall/delete any remaining AVG applications from 'Control panel' and also 'search' for a folder "AVG Remover"(usually in 'C' drive) and please delete it manually. And then I request you to install AVG Antivirus Free by clicking on http://files-download.avg.com/inst/mp/AVG_Antivirus_Free_692.exe .Please follow these instructions and let us know the status. Thank you.

All Answers

Rajarajan SooiyachanthRajarajan Sooiyachanth (Avast)
Hello Eric,
We apologize for the inconvenience caused. To resolve the issue, I suggest you to remove AVG traces using remover tool( http://aa-download.avg.com/filedir/util/AVG_Remover.exe ). Please restart to complete the uninstalling process. After running AVG Remover, you may need to manually uninstall/delete any remaining AVG applications from 'Control panel' and also 'search' for a folder "AVG Remover"(usually in 'C' drive) and please delete it manually. And then I request you to install AVG Antivirus Free by clicking on http://files-download.avg.com/inst/mp/AVG_Antivirus_Free_692.exe .Please follow these instructions and let us know the status. Thank you.
This was selected as the best answer
Eric SpredemannEric Spredemann
Thanks. It's all better. I was using an older version of AVG Remover apparently.
Kel McClanahanKel McClanahan
I had the same problem.  I ran the exact AVG Remover Rajarajan instructed and then reinstalled the version he directed, but that version does not include AVG Zen.  When I then installed the later version, I started getting the same messages again. 

Please provide a solution that does not require installing an old version of AVG to get rid of reminders for a trial that I never signed up for in the first place.
Gulam Shaik MohammedGulam Shaik Mohammed (Avast)
Kel,
We are sorry for the difficulties you are currently experiencing.
Could you please take and send the screenshot of the popup that you are receiving so that we can understand and assist you better in resolving it? To take a screenshot please follow the instructions mentioned in this link: avgread.me/1aZxsAV .
Thank you.
Kel McClanahanKel McClanahan
Popup
KishoreKishore (Avast) 
Hello Eric,
Please run the remover tool again and use the link : http://files-download.avg.com/inst/mp/AVG_Protection_Free_698.exe to install the AVG Free program with the AVG Zen Interface. Please feel free to contact us for further assistance.
Thank you.
Eric SpredemannEric Spredemann
I'm all good since April 1st. That's Kel McClanahan you're talking to.
Rajarajan SooiyachanthRajarajan Sooiyachanth (Avast)
Hello Eric,
We apologize for the confusion. Thank you so much for clarifying. The above recent post from "Kishore R" is actually addressed to "Kel McClanahan". Thank you.
Kel McClanahanKel McClanahan
That is the file I've been using to install AVG Free.  I've done exactly what you've said, on two different computers, with the same result.
Rajarajan SooiyachanthRajarajan Sooiyachanth (Avast)
Hello Kel,
We are sorry to know that. Does the issue persists even after following the instructions in the recent post by "Kishore R"? Thank you.
Kel McClanahanKel McClanahan
I don't understand the question.  Kishore told me to use a particular file.  I said I had been, and it didn't work.  Why are you now asking me if using that file worked?  I've already said that I had already been doing exactly what Kishore told me to do.
Gulam Shaik MohammedGulam Shaik Mohammed (Avast)
Kel,
We  apologize for the inconvenience caused.
We have sent you an email instruction to get connected with our technical support team. Please follow those instructions to get in touch with them and you should be able to resolve your issue.
Please feel free to get back to us for further assistance.
Thank you.
Kel McClanahanKel McClanahan
OK, this has been one of the most frustrating technical support experiences of my life.  I dealt with the tech support team via chat and even let them (including a floor supervisor) remote control my computer, and after an hour of arguing, I was informed that:
  1. There is no version of AVG Zen that is not a trial version;
  2. Installing the "FREE VERSION" of "AVG PROTECTION FREE" (both quotes from the download page) installs a trial version of AVG Zen without ever once informing the user it is a trial;
  3. That trial version is responsible for the popups;
  4. The only reason that installing version 692 as Rajarajan first suggested works is that that version does not include Zen; and
  5. When Kishore told me to install version 698, he was in effect telling me to reinstall the trial version to get rid of popups caused by the trial version, which would never actually fix the problem.
I am very disappointed with AVG over this bait and switch.  First you label a trial version a "free" version and never inform the user that it is a trial until after it is already installed.  Then you feign ignorance of the fact that it is a trial version by telling the user, when he starts complaining about "expired trial" popups, to install the same version knowing that it is a trial and the cause of his problem.  Last, when the user finally gets to the bottom of it, your floor supervisor's only explanation for the fact that a trial version was advertised as a free version is "that's the way the software was developed, sorry."

If you're going to install a trial version of Zen on someone's computer, don't call it a free version.  And, worse yet, don't act like it's not a trial version when someone complains.
AvinashAvinash (Avast) 
Hello Kel,
We certainly understand the inconvenience caused and we take this as your valuable feedback. We have passed it up on to the concern team and assure the suggested changes will be made in the future. We are once again sorry to hear about the inconvenience caused. Thank you.
Dana DougDana Doug
I'm experienceing the exact same problem as described very well by Kel McClanahan.  As well as the exact same run around with "solutions" that solve nothing at all.  AVG used to be a great antivirus, including their Free Antivirus. I have recommended it to family and friends, and been a loyal customer myself, for over 15 years.  Now, I can no longer recommend it to others and, as much as I don't want to, I feel forced to look elsewhere myself.  Please fix or else AVG's formerly good reputation and customer base will be lost.
 
A FA F
I am also having the same issue as Dana Doug and Kel McClanahan. AVG Free used to be just what it says, a free antivirus you can use ongoingly. It seems like now you are making AVG Free actually a trial version without telling us? And then when the trial expires, there is no way to just keep using the free version? We have to remove it, reinstall it, and then have the same cycle continue? Is this really what AVG has done? And in addition when someone like Kel asks about it on the forum, you don't openly tell them that this is a trial version and not just a normal free version as you always had?

All I want is to use AVG Free as I always have for years. I don't want any trial version. I don't want it expiring. I don't want to have to remove and reinstall it over and over.

Is there really no way to do this anymore? My AVG "free" is currently showing the expired message. I can't use it. And the only thing I can do is remove it and reinstall another "free" version that will again be a trial and eventually expire?
KishoreKishore (Avast) 
Hello A F,
We do understand your concern. Please be informed that  the AVG program will get upgraded to the trial version only once and it will be valid for 30 days. We kindly request  you to follow the instructions on the article http://support.avg.com/SupportArticleView?urlname=How-to-reinstall-AVG to reinstall all the traces of the AVG Free program and check whether it resolves the issue.
Note : Please use the AVG Remover tool mentioned on the article to uninstall the AVG program more effectively.
If you are still facing any error message please provide us with the screenshot so that we could analyze the issue more better. Please follow the instructions on the article http://avgclick.me/getscreenshot to create the screenshot.
Please feel free to get back to us for further assistance.
Thank you.
A FA F
So I remove it, reinstall and then in 30 days the trial expires and I have to do it again? And this will repeat every 30 days?
AravindhAravindh (Avast) 
Hello Af,
Thank you for understanding. Since you had mentioned that you need to reinstall AVG Protection free for 30 days once, we wish to keep you informed that while atempting to reinstall you will get the option like "Continue with Free protection" and " "Get the Basic Protection". Please try to click on "Continue with Free protection " to use life time free version. If you are still facing any issues, please let us kno, we are here to help you.
Thank you for understanding.
A FA F
You're saying that the first time you download AVG Free it's a 30-day trial that expires. But if you reinstall it, the second time it isn't a trial and won't expire?

Then if that is true, my question is this:

If I use AVG Remover to remove all traces of the first installation, how will my computer know that this is the second installation and to not make it a trial that will expire this time?
KarthikeyanKarthikeyan (Foundever) 
Hello Eric,
Please be informed that at the time of installation, you will get an option to either download the free or trial version of AVG. You can do not get this option, you will get the trial installed by default and it will be downgraded to free after the trial gets expired.
Thank you
Sean chukSean chuk
I have gone through the exact procedure you have described above.  Twice.  Each time, I go to the download site and choose to download the FREE VERSION.  And each time, in 30 days, I get the message that I have lost my protection.  There is NO offer to continue with the free version in my pop up. Though when I open Zen, it shows the antivirus free section in green and says protected.  So I assume I do have protection.  My question is then, Am I correct that I am protected?  And if so, is there a way to stop the pop up from telling me my trial has expired and upgrade to pro. 

I agree with the opinions above, please make it work like it used to...very well, and in the background, with no pop ups or misleading instructions.

 
Rich LRich L
Wow, this seems like a really serious problem for a lot of customers now.  I recently installed AVG for the first time at the recommendation of an IT friend.  I now have the same problem; in that the banner informing me to buy "PRO" blocks the control panel for what I thought was the basic free protection.  I was able to scan just yesterday and now I cannot get to that command option.

From the attached screen shot please answer this question: 
1. Is my computer protected with active anti-virus software, or not?  

Please answer this question as well:
2. AVG have you been acquired by new ownership, or had a change in management direction that is now shifting AVG's business model and product offering in a way that is different than it was previously provided.   Or, is this problem a programing /application error with this version of the software?  

Even if the product offered is free of charge, AVG retains liability in most US states if its advertising is intentionally misleading and leads to consumer harm.
User-added image
 
C HC H
I have exactly the same problem.
Unfortunatelly AVG company don't follow honored ways to make businees. I always had the free AVG but somehow AVG updated it to the PRO version without asking me nothing and now says my PRO trial version expired withou restoring my free version totally.

If this continues on the next days I will uninstall it and I will go to Avast free antivirus instead.
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