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dave weberdave weber 

Fix Performance no longer included with AVG Pro?

During my first two years of subscription AVG would defragment and remove clutter.  Now Fix Performance hangs at 23% and will not move past that on Windows 10.  Do I have to pay extra or is Fix Performance part of AVG Pro?
Best Answer chosen by dave weber
Balasubramanian SBalasubramanian S (Avast) 
Great, glad to know that your issue with the PC drivers got resolved.
Please feel free to contact us should you need any assistance.

All Answers

AvinashAvinash (Avast) 
Hello Dave.
We have escalated your concern to our senior level we will get back to you with a resolution. Thank you.
dave weberdave weber
Thanks Avinash. 
Aravind GnanamurthyAravind Gnanamurthy (Avast)
Hello Dave,
We apologize for the delay in responding to you. Thank you for your patience.
This seems to be related to the old feature of AVG AV Free, AV and IS (and to the AVG PC TuneUp) which was available for new users short period of time. It's not available in the new installs. It is one time fix. If you wish to use it, you can contact our AVG Sales team they will help you in purchasing it for you. Please click on the following link https://support.avg.com/support_sales?l=en_US and choose "Chat us online" at the end of the page. One of our representative will help you with it.
Please feel free to contact us for any further assistance. Thank you.
dave weberdave weber
Aravind,

I have AVG IS installed on a Vista machine that I just replaced two weeks ago with a new Windows 10 machine.  The Fix Performance button activates PC Analyzer.   I just fired up the old Vista machine and it ran PC Analyzer all the way through, gave a report, and then fixed all the problems.  The final message was that I had received a quick tune up but could get more benefit from PC Tuneup for additional money.

The feature that works on my Vista OS does not work on my Windows 10 OS.  It is the same subscription. 
REAL QUESTION:  Is there an AVG glitch when installed on Windows 10?  Does it conflict with MS Defender?.  My brand new HP Pavillion, Windows 10, keeps giving me an error message.  "Display driver stopped responding and has recovered."  I have the latest Intel driver installed. The reason for trying to run Fix Performance was to resolve driver error.  HP and MS techs have both said that the driver error might be related to AVG.  Now that I see Fix Performance works on Vista but not on 10, I need to know more. 
Gulam Shaik MohammedGulam Shaik Mohammed (Avast)
Dave,
Please be informed that during the release of AVG 2016 we have provided the customer with AVG fix performance till it expires for short period of time. If you uninstall and install AVG again this feature will disabled and you can use AVG fix performance only once in your PC.
Please feel free to get back to us for further assistance.
Thank you.
dave weberdave weber
Gulam,   Why does it still work on Vista but not on 10?  Is the feature turned off after one use on all OS but not Vista because it is older?  Is AVG causing my display driver error?  HP and MS recommend I uninstall AVG and use Defender and see if this make the driver error go away.

Thanks,

Dave
Gulam Shaik MohammedGulam Shaik Mohammed (Avast)
Dave,
May I know the AVG version (2016 or 2015) installed on your Windows Vista Operating system?
Have you upgraded your Windows from Windows Vista to Windows 10?
Thank you.
dave weberdave weber
The Vista machine is an old Toshiba with AVG IS 2015 installed.  The subscription on that was renewed in August of 2015. 
The Windows 10 machine is a brand new HP Pavillion purchased just two weeks ago.  It is running AVG Pro that was downloaded two weeks ago when the machine was brand new. 
I was not aware at the renewal that the tune up function would be taken away.

Is someone going to respond about a possible graphics driver conflict?

Thanks,

Dave
Alan BinchAlan Binch
Dave, This is the latest AVG Protection User Manual (http://aa-download.avg.com/filedir/doc/AVG_Protection/avg_gsr_uma_en_ltst_12.pdf). Extract....
Unfortunately, the functionality of the PC Analyzer within the AVG Internet Security is limited to your PC present status analysis. However, AVG provides an advanced tool for detailed system analysis and correction for how the speed and overall performance of your computer might be improved. Click the button to get redirected to the dedicated website for more information.
This directs you to the purchase of PC TuneUp.
AVG Guru
Gulam Shaik MohammedGulam Shaik Mohammed (Avast)
Dave,
Please be informed that AVG Internet Security will not create any conflict with that of Display drivers. If you wish to check, we request you to  please disable AVG Internet Security using the article http://avgclick.me/TempDisableAVG and check whether your driver issue get resolved. Also as we explained in our previous post, you have installed AVG 2015 version on your Windows Vista machine. In which Fix performance was available for short period of time. But in your new HP Pavillion machine you have installed AVG 2016 version. In which Fix performance was available as one time fix.
Please feel free to get back to us for further assistance.
Thank you.
dave weberdave weber
Gulam,

This is what I would term a horrible user experience.  The center highlighted button "Fix Performance" is non functional.  Why is that button present?  Something as tempting as "Fix Performance" is not a feature of the product purchased?  Not only is the button non functional but clicking on it only adds to the bad experience because it hangs up, making you wonder if there is something wrong or else it would play.  Or, is that by design?  You feature a non functioning button to make users want to pay for additional services?   I am entering my 5th year with AVG.  Two free years and 2 1/2 paid.  This is my first unsatisfactory experience and it appears intentional. 
AvinashAvinash (Avast) 
Hello Dave.
We are sorry once again for the inconvenience caused. The feature works without any hassle on older versions of AVG and it is only a one time fix on the 2016 version. It will run the maintenance task but to fix the errors it has found, you should install AVG PC Tuneup. Thank you.
dave weberdave weber
  Like I said, it is a bad user experience and now you have confirmed that it is intentional.  Giving users a bad experience is not the way to keep them customers.  Might I point out that you built your business by providing AVG  free and happy users like me started paying.  Now you take a happy user like me,  take away a function I liked for years without notice, and remind me everytime I open AVG with the Fix Performance button.  Somehow your management has lost their focus.
AvinashAvinash (Avast) 
Hello Dave.
We are sorry to hear about that. We would request you to share your valuable feedback at http://avgclick.me/AVGfeedback for it to reach the concern people and to implement the necessary changes. Thank you.
Alan BinchAlan Binch
Dave, Quote "Is there an AVG glitch when installed on Windows 10?  Does it conflict with MS Defender?.".. With Win 10 Windows Defender is now classified as a real-time anti-virus prog so therefore is likely to conflict with an install of AVG.
AVG Guru
dave weberdave weber
Thanks Alan!  I was not looking for that answer but appreciate your honesty.  I'm going to uninstall AVG and go with the Defender to see if the Intel driver error stops happening.  When it does happen, my Firefox session is ended, gone, caput.  Only lasts 5-8 seconds (an eternity) and then Firefox will bring me back to where I was.  Just not right though.

 
Balasubramanian SBalasubramanian S (Avast) 
Hello Dave,

When you have an antivirus program installed already on your PC and when you try to install our AVG antivirus program it will always conflict and if you wish to use our AVG program you have to uninstall the third party antivirus program from your PC.
What is the exact error that you receive for the Intel driver?
dave weberdave weber
"Display driver stopped responding and has recovered." display driver intel hd graphics driver for windows 8(R) stopped responding and has successfully recovered.

I am on a Windows 10 machine that was new out of the box 2 weeks ago. 
Balasubramanian SBalasubramanian S (Avast) 
Great, glad to know that your issue with the PC drivers got resolved.
Please feel free to contact us should you need any assistance.
This was selected as the best answer
james robertsjames roberts
I had the same trouble however I purchased to 2computer for 2years, and last year avg did not offer the 2year- 2computers. after I purchased avg for 2015. 1 computer works with fix performance and the other computer will not, however the computer that will not work i had avg tech take control of my pc in junand that is when fix performance no longer worked. Yesterday I got back on line with tkt#02746682 useing the pc fix performance would not work and than i logged on with the other computer to prove i know what i was talking about. I noticed the tech was doing some kind of download that i did not ok, so i power the pc down immedately. when i power up the tech still had control of the pc. I told him i was done with him and told him to log off immedately. I then went to fix performance and it would not run. I went into downloads and discover he had downloaded pc tune up since it was not installed yet I deleted the download and you guessed it fix performance now works on that conputer.i sure wished some one had told me back when i renewed the license for 2015. I now do not trust avg and if they do answer why they did this different on the two pc Ireally do not know if I will renew in february. I guess fix performance was to be another charge, but why was this no told to us
james robertsjames roberts
dave I am really upset with avg and I have been a paying costumer sincE before 2005, when the company was under GRISOFT. I CANNOT BELIEVE AVG DID NOT TELL US ABOUT THIS PC TUNE UP WOULD STOP FIX PERFORMANCE AFTER ONE USE. TECH SUPPORT WILL ALSO DISABLE FIX PERFORMANCE BY DOWNLOADING IT ON YOUR PC
AvinashAvinash (Avast) 
James, we apologize to hear about that. We would request you to share your valuable feedback at http://avgclick.me/AVGfeedback for it to reach the concern people and to implement the necessary changes. Thank you.
dave weberdave weber
James,  Thanks for your post.  We have had the same problem, same experience, and same conclusion.  If I can ask, what is your next step with your computer?

I have a new HP Pavillion, 6thgen i5  6200U running Windows 10.  I am going to uninstall AVG and go with the resident Defender.   Probably just write off AVG as a mistake and see how comfortable I feel without it.
dave weberdave weber
Balasubramanian,  your answer is not an answer.  The fact that the driver crashes and auto recovers is not a fix.    Also, in Windows 10, Defender is disabled when a third party (AVG) security program is installed.  They are not running at the same time according to Task Manager.
AvinashAvinash (Avast) 
Hello Dave.
You may want to have a look at this Microsoft support article https://support.microsoft.com/en-us/kb/2665946 to troubleshoot the graphics driver issue. Thank you.
dave weberdave weber
Avinash, I read the article but it talks about windows 7 and Vista at 32bit.  I am running 10, at 64 bit.  Not sure the steps in the article pertain to my situation
AvinashAvinash (Avast) 
Dave, the reasons for the error are the same on Windows 7 or 10. We request you to try to update or uninstall and re install the graphics driver. Thank you.
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