Home Support



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
Pauline TaylorPauline Taylor 

You are not protected message

I keep getting the message "you are not protected" in red on AVG free - there is also a cross through the Icon. I have reinstalled it but its the same. I have also repaired it twice.
Any ideas please?
Best Answer chosen by Pauline Taylor
Alok KumarAlok Kumar (Avast)
Thank you for providing screenshot Pauline,
The issues might be because of old/previous AVG traces.
In this case, I request you to remove AVG completely along with any previous traces using the AVG clear tool/AVG Remover tool and do a fresh installation of AVG Free Antivirus.
Please follow the instruction (http://support.avg.com/SupportArticleView?urlname=How-to-troubleshoot-issues-after-upgrade-to-the-latest-AVG-antivirus-product) to run AVG Remover tool and AVG Clear tool.
After the computer reboots, you can follow the instruction to download/install AVG Free Antivirus.
Best regards,

All Answers

-980888528-980888528 (Avast)
We regret the inconvenience, share the screenshot https://support.avg.com/SupportArticleView?l=en&urlName=How-to-create-a-screenshot&supportType=home of your AVG Internet Security interface to check and assist you further. Are you using our trial version of AVG Internet Security?
Alan BinchAlan Binch
Pauline, For your info, just in case that you are unaware, you can post the screenshot here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions. 
AVG Guru
Pauline TaylorPauline Taylor
User-added imagethis
Alok KumarAlok Kumar (Avast)
Thank you for providing screenshot Pauline,
The issues might be because of old/previous AVG traces.
In this case, I request you to remove AVG completely along with any previous traces using the AVG clear tool/AVG Remover tool and do a fresh installation of AVG Free Antivirus.
Please follow the instruction (http://support.avg.com/SupportArticleView?urlname=How-to-troubleshoot-issues-after-upgrade-to-the-latest-AVG-antivirus-product) to run AVG Remover tool and AVG Clear tool.
After the computer reboots, you can follow the instruction to download/install AVG Free Antivirus.
Best regards,
This was selected as the best answer
I have the same problem. can I get AVG clear tool/AVG Remover tool? because I couldn't find it...
AvinashAvinash (Avast) 
Don, please click on this link http://support.avg.com/SupportArticleView?urlname=How-to-troubleshoot-issues-after-upgrade-to-the-latest-AVG-antivirus-product for instructions to download and run AVG Clear and Remover tools.
Pauline TaylorPauline Taylor
I have tried to unistall and reinstall but the same happens - I cant find the AVG Clear and Remover tools to get rid of files? I probably think these are for paid only?? Advise please, thanks
AvinashAvinash (Avast) 
Pauline, AVG Clear and Remover tools are available free to everyone. You can download and run them as per the instructions in this article http://support.avg.com/SupportArticleView?urlname=How-to-troubleshoot-issues-after-upgrade-to-the-latest-AVG-antivirus-product.
Pauline TaylorPauline Taylor
Thank you ! It worked and I have re installed AVG free :)
Hans LindeHans Linde
I know what's slowing down Internet speed with AVG Internet Security 2018.
The problems is in this: File Shield and Fake Website Shield.
I f you stop these you will have nearly full Internet speed!
I have informed AVG yeasterday about it, so let's see how long time it takes for them to fix it!
They did'nt have this File Shield and Fake Website Shield in AVG Intenet Security 2016, and
there was'nt this slowdown for Internet speed!
KarthikeyanKarthikeyan (Sitel) 
Thank you for letting us know the status.

We will inform this to the concerned team and make sure to check on this components.

Thank you for your time and co-operation.
Percy PhelpsPercy Phelps
I note that the above "remove and reinstall" solution above is the stock response to this problem, but it is NOT a real solution, sure it works for the moment but the issue reappears in few days or weeks.

Surely the fact that this problem is so widespread and repeatable means that a real solution should be found?
Alok KumarAlok Kumar (Avast)
Hello Percy,
I understand your concern. This issues occurs when AVG updates (virus definitions/Version) got interrupted due to internet connection/third party security program/windows updates/computer shut down etc. Due to AVG update failed, some times AVG files getting corrupted/missing, which is why it shows "You're not protected"/"your protection is disabled". However, your AVG protection will be active in background with it's previous updates but we recommend our users to have an updated version of AVG Protection (which why the red symbol appears). To fix this issue, we have to repair AVG protection or we have reinstall AVG.
Best regards,
rebecca hernandezrebecca hernandez
I get the same thing. Noone should have to keep going through reinstallation. Fix it properly and we shouldn't have to! Isn't that what we pay YOU to do??????
AvinashAvinash (Avast) 
Rebecca, I understand this must be upsetting.
May I know which version of AVG are you using and provide a screenshot ( http://avgclick.me/getscreenshot ) of AVG interface to assist you further. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.
Alan BinchAlan Binch
User rebecca hernandez has posted their own topic (https://support.avg.com/answers?id=9060N0000000T7zQAE).
AVG Guru
Teya naTeya na
I have this same problem. I have followed all the instructions, i have used the remover tool, I have unistalled, I have reinstalled, and it is not fixed. 
AvinashAvinash (Avast) 
Teya, if it is a paid version of AVG that you use, please get in touch with our technical support team ( http://avgclick.me/AVGtechnical ) to assist you further.
Dean DeNardisDean DeNardis

The same thing is happening to me now. The RED text "You are not protected / Computer protection is turned off. When I click on the button 'fix now' nothing happens...won't work!

Well, this afternoon, now I have this: "You are not protected / computer protection is truned off" all in RED. The fix now button when clicked, does nothing.... (PS: I have the freee version)

So I did everything that was stated
- Uninstalled / used removal tool (said could not find anything)/Downloaded a fresh version off your site and install (no changes). I even did a system restore on windows 10 (no change)

So, I followed your above instructions that you told others and I even did a system restore for earlier in the day when all was fine...

Please help me figure this out.
Thank you in advance

KarthikeyanKarthikeyan (Sitel) 
Hello Dean,

We will work together to sort this out.

Did you try AVG Clear tool to uninstall AVG?

If not, please click on this link https://share.avg.com/steam/PSP/AVG2017/AVG_Clear.exe to run AVG clear tool and install the latest version of http://support.avg.com/SupportArticleView?urlname=Download-and-install-AVG-AntiVirus-Free AVG AntiVirus free.

Note: When you are prompted to restart in safe mode, please click on "NO" and continue to uninstall AVG in normal mode.
Pam SeilerPam Seiler
I have tried everything over and over, sent you data about my computer, and now you want to connect remotely to my computer? I'm not sure I want to do that? It appears a lot of people are having this issue, can't you just make an update to remedy this. I appreciate your help, it seems like there is a bug in this version
BalasubramanianBalasubramanian (Avast) 
Pam, our senior team will be able to perform advanced troubleshooting which would help to fix the issue.
Hence, they would have sent the email instructions to get connected with them.
The remote connection is highly secure and you can chat with the technician during the session.
We appreciate your understanding in this matter.
Dean DeNardisDean DeNardis

Thank you for getting back with me. Just so I understand the order:
1- First, delete AVG (free) from computer
2- Download and run Removal tool (follow prompts, if it says I have nothing to remove then my deleting it worked)
3- Download and run AVG Cleaner tool (and follow your directions)
4- Download AVG free (from your link and follow your directions)

Karthikeyan, I have to step in order, correct?
If I do the above, you are saying that once done, I should be back in working condition, correct?
Thank you in advance.

Dean DeNardisDean DeNardis

That I did not do.
So, the steps to take is:
(1) Delete AVG (free)
(2) Download and Run Removal Tool
(3) Download and Run AVG Clear Tool (and follow your instructions)
- I ask this due to I have a full work load today and I will not be able to do this till tomorrow morning (Saturday) and I have a lot of work to finish over the weekend and want to make sure I do everything I need to do in the correct order.
Thanks in advance!

KarthikeyanKarthikeyan (Sitel) 
Yes, Dean. You have got the correct order.

Please follow those steps and check if that fix the issue.
Dean DeNardisDean DeNardis
Thank you! I will be doing this over the weekend and I will post my results (good or bad).
Thank you again for the help
KarthikeyanKarthikeyan (Sitel) 
Sure, please update us the status.

Hope this fix your issue.
Dean DeNardisDean DeNardis
First, I have a question below
Second, I did as you suggested (unistall AVG > install avg removal tool > install > avg cleaner tool. I followed your instructions and…BAM…. I have a clean free AVG that is all GREEN and working perfectly!

1- how do I now remove the removal tool? (I cannot find it in my computer anywhere)
2- how do I remover the ‘cleaner tool’? (it was on my desktop (the .exe file) and now it’s gone. It just vanished)

Karthikeyan, I thank you so very much for helping me out and looking forward in your answers to the above 2 questions.
-980888528-980888528 (Avast)
That's great, Dean. 

We appreciate your efforts. 

1. Please go to C: drive and look for AVG remover folder. In case no folder listed then it might get removed automatically using AVG Clear tool. 

2. AVG Clear tool will not saved on your computer. It will get removed automatically. You can delete the exe files if listed on desktop icon, download folders etc., If not, all is done and do not worry about it. 

We are here if you need further help. 
Dean DeNardisDean DeNardis

Ranjani Bakthavachalam,
Let Karthikeyan I said thanks!

#1- okay, I will look for that folder and delete it
#2- okay, since it's not on my desktop anywhere...I guess it's removed.
Thank you for the answers!

-980888528-980888528 (Avast)
You are welcome, Dean. 

Please check and get back to us if needed. We work round the clock. 

Have a great day! 
Kelvin CKelvin C
User-added image

User-added image
Kelvin CKelvin C
Hi there .. am having problem with this too ..    and i cannot access to the remover and the clear .. when install to do the uninstall it pop up thisUser-added image

and currently my avg is showing ..User-added image
Vishnu VardanVishnu Vardan (Avast)
Hi Kevin,

Thank you for sharing us the screenshot. We are there to help you out.

According to Microsoft AVG is a 3rd party application that is the reason why you get "Get app from store", we request you to click on "Open settings" and enable allow 3rd party application. Then try to run our AVG clear and remover tool and see if it works.

Vishnu Vardan
Dan LongDan Long
I've been having this same issue, tried uninstalling and reinstalling numerous times, tried using the remover which just says I dont have any AVG products then run anyway, this all started about the time the "do not disturb" started. I've also noticed that anytime you click the Fix Now which does nothing it does do one thing, it pops that "upgrade now" advertisment.

If this is some kind of hard sell scare tactic to force people into buying you're just going to drive people away from your products. Normally I would gladly pay for an anti virus but unfortunatly Im 60 years old, disabled, and living on a very small budget, even my connection comes only from someone generous enough to let me use her wifi.

Normally I'd avoid my own little sob story but I feel the need to press that I can't afford it, and that this seems more like a sales tactic, problem is even if it's a false one I can't trust it to protect my computer now.
Never have problem with AVG till now. Having the same issue with AVG stated you are not protected, even though MSconfig shows it is running. Unisntall and installed it back, doesn't seem to fix the problem. Downloaded clean and remover software from AVG. Uninstall AVG, then load window in safe mode and remove everything. Install AVG back and it works like a champ. This problem only happen on my desktop. weird, I updated laptop same time as I did desktop and apparently the updated file isn't corrupted or missing so laptop is working perfectly without any fix. 
AvinashAvinash (Avast) 
Dan, we regret for the inconvenience caused. Did you use AVG Clear and Remover tools to uninstall AVG completely when you re installed the program? We'd also like to assure that this is not a sales tactic from AVG and we're more than happy to assist you with resolving this issue.
Dan LongDan Long
As I said right at the start I tried using the remover, which tells me I have no AVG products so I click the "run anyway" button. As far as AVG Clear I have searched all over, no article provides a link to it, no search finds anything by that name.
KarthikeyanKarthikeyan (Sitel) 
If you are using the latest version, AVG remover tool will not detect this program.

Click on the below link to download and run AVG Clear tool.


NOTE: When you are prompted to restart in safe mode, please click on "NO" and continue to uninstall AVG in normal mode.
Anna LarssonAnna Larsson
I got this same problem yesterday. Seems like it has been going on for half a year, why
has it not been fixed? I'd rather not go through the de-install and re-install AVG procedure, some people have written it doesn’t help or helps only temporarily. I have the same picture on my screen as these
screenshots above. The red message above says I am not protected and that the protection
is turned off. I click “Fix now” and nothing happens. However, otherwise AVG seems to be
working, the pictures under “Basic protection” (Computer and Web & email) are green, and
there it says “Protected” under them. I have the latest update, AVG virus scanning
seemingly works normally and Task manager’s Service says the process “AVG antivirus” is
running. The AVG-window also says viruses have been defined after this problem occurred.
My question is: Am I protected or not?
-980888528-980888528 (Avast)
Hello Anna, 

This issue will occur only in old versions and it shouldn't happen in our latest version of AVG product. Do you have latest version of AVG 18.6? Have you received any error while trying to click on "Fix now"?
Anna LarssonAnna Larsson
I have version 18.6. When I click "Fix now" I get no error message, nothing happens, but still it seems like it is working in the background.
-980888528-980888528 (Avast)
It's strange, Anna. 
We need to determine the exact cause for this. I have sent you an email with the link to get connected with our technical support team. Please follow that email and you should be able to resolve the issue. 
Sarah SmithSarah Smith
I had the same problem. I followed the instructions: used the two programs suggested above, the second one (Clear?) hung. So I re-started, and tried again, it said there was no AVG program, my computer agreed, so I installed AVG Free, but it hung. I have an icon, and I did have a log, but couldn't see how to copy it, control A wouldn't work.the avg screen wont come up, but i do get a dialog that says do I want to run the installer program. (I did tick to run as administrator originally), I click yes, but nothing changes and when I right click on the AVG box in the menu bar at the bottom right side of screen, I get the dialog come up again. I am scared running my computer with no protection. I have used over 100MB with no protection, trying to get this to work. I will try to post some screen shots. 
-980888528-980888528 (Avast)
Sure, Sarah. 

Please post those screenshots to check and assist you further. 

You can try repair http://support.avg.com/SupportArticleView?urlname=How-to-repair-AVG installation and check if that helps. 
Anna LarssonAnna Larsson
I haven't gotten any email from AVG as Ranjani Bakthavachalam told yesterday I should get (message above).
BalasubramanianBalasubramanian (Avast) 
Sorry, Anna. We couldn't locate the exact email address associated with AVG.
Hence, we request you to contact our technical chat support using this https://support.avg.com/support_tech_chat?l=en link so they can collect the account information and proceed further.
Paul OmilianPaul Omilian
I had the same problem with "You are not Protected".
I removed AVG; removed any AVG folders from 'Program Files'
Using 'REGEDIT' I removed any software referenct to "AVG"
Downloaded and installed a new AVG Free
All good now!User-added image
Paul OmilianPaul Omilian
User-added image
Lone WolfLone Wolf
Thanks, the quick fix you posted for how to repair my avg error message was successful in bringing back my protection instead of the error message "you are not protected" which was a little worrying lol, THANKS! :D
Alok KumarAlok Kumar (Avast)
Hello Lone,
We will help you sort it out. Could you let me know the version of AVG Protection installed on your computer, to check this open AVG Protection > Menu/option > about. 
I also request you to share a screenshot of the AVG Protection user interface to proceed further.
You can post the screenshot here on your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.
John SmithJohn Smith
Bottom Line, AVG is not free any more. They don't provide anything for free anymore.
Just Pop Ups asking for money. Time to pay them or leave them. 

i DONT LIKE THIS AND WILL LEAVE THEM because the trust is gone now.
Alok KumarAlok Kumar (Avast)
Hello John,
At AVG, we pride ourselves on giving our 100% every day to ensure that our customers needs are being met. Many of our users find these offers useful. We handpick them from our own products or those of partners we feel can add to your security or digital experience.
We have a feature call Do not disturb mode in AVG Antivirus Free also, you can open AVG Antivirus Free > Menu > Do not disturb > add applications.
Also, the frequency of pop ups can be controlled directly from the app or can be even turned off (please open AVG Internet Security > menu > settings > general > Pop ups > manage your pop ups).
We do not have the option to disable the AVG Promotion pop up completely, if you're using AVG Antivirus Free.
Joseph LargeJoseph Large
No Rajani - this problem is not solved.  And, this problem has been going on for more than a YEAR!

When is AVG going to get off their butts and get this problem solved?

How many more times do we have to keep sending you our information and a screen shot before AVG fixes this problem?

My Windows 7 machine does not get this problem, but a friend of mine's who I maintain for her does.

I've removed AVG, fixed AVG, scrubbed AVG away with the AVG Removal tool, cleaned the register of AVG and gotten rid of the various folders and files for AVG - then reloaded with the latest AVG basic program available multiple times.

I've checked the web for answers over and over again and still AVG keeps coming out with the same answer: remove, use AVG Removal Tool, then reload a fresh copy of AVG.

I would HIGHLY appreciate it, and I would imagine, so would the other fans of AVG, if you folks would get off your tails and resolve this issue - permanently!
-980888528-980888528 (Avast)
Hello Joseph, 
This issue has been already fixed from our end and we updated the version to 18.8. We will look into it again, thank you for letting us know its status. Make sure that your friend have latest version of AVG Antivirus Free. 
Unfortunately, we do not have any contact info of your friend to check our records and not recommended to get those details here. 
Please ask your friend to get connected with us using this link: 
https://support.avg.com/support_contact_form?l=en via online chat to resolve it completely. 
Ask a question