FAQ

When you run AVG installation under Windows 95, installation process has to check the existence of necessary Windows libraries (in accordance with the License agreement). If there are any libraries missing that are necessary for correct functionality of the AVG program, installation process asks you to install the pack of system libraries for Windows (this pack is called DCOM).
The installation of this pack can be found as REDIST\DC95Inst.exe on the Windows installation CD or it can be downloaded from following website: http://www.microsoft.com/com/dcom/dcom95/download.asp

In case there is the "Trial license cannot be installed" error message displayed when entering the trial/sales number, it means that the AVG Trial version was installed on this PC in the past or the previous full version was activated by sales number.

We would like to inform you that it is not possible to use this 30-day AVG trial version repeatedly and neither can it be extended.

In case this error message is displayed when entering the sales number, it is necessary to register this sales number. Then you may use the new license number.

Please download the current installation file of AVG from Downloads-Products and run it to start the installation process.

The installation process recognizes the existence of installed AVG and the Add/Remove Components option is offered.
Reinstalling and using the Add/Remove Components option is necessary for example in the case that there is a new supported e-mail client (Outlook/Eudora/The Bat!) installed on the PC after the installation of AVG.

Please download the current installation file of AVG from Downloads-Programs and run it to start the installation process. The following screen will be displayed during an installation process:

Add/Remove Components - choose if you want to add/remove some AVG component or reinstall the entire AVG program
Repair installation - this option repairs or reinstalls missing or damaged components of AVG
Uninstall - this option removes the AVG program from your PC

Please perform following procedure:

• download the latest version of AVG installation package from http://www.avg.com/doc/programs
• run downloaded file and choose the Uninstall product option
• finish the uninstallation process

Click on Start > All Programs > AVG 7.5 > Uninstall AVG Anti-Virus for Windows.
If you experience any problems with the uninstallation procedure, please follow the steps below:

• Download the latest installation file of AVG from Downloads-Programs
• After downloading, run this file and choose the Uninstall Product option in the Select Setup Type dialog
• Finish the uninstallation process

It is possible that AVG installation will fail if Norton Internet Security software is installed on the same computer. Generally (for all anti-virus vendors), the use of more than one anti-virus product under the same operating system is NOT recommended because of possible conflicts in their main components. In this case the possible solutions are:

• uninstall Norton Internet Security completely
• reboot your computer
• install AVG

Note: In case of any difficulties during uninstallation of Norton Internet Security, we recommend to contact technical support of this software.

First of all please uninstall AVG from your computer: Start - Programs - AVG 7.5 - Uninstall AVG - follow the uninstallation wizard and restart pc. Then please download the latest version of AVG from:

http://www.avg.com/doc/downloads-products

- choose product according to your purchased license

Select Save, not Run and specify the folder on your disk where to save this installation package. Use this downloaded file for the installation – double click will run new installation. Use also your valid (and whole) licence number. This licence number was sent to you in e-mail from us, please use copy&paste method.

• Please download the latest installation file of the appropriate edition that you have ordered: 

AVG Anti-Virus

AVG Internet Security
AVG Anti-Virus plus Firewall

• When you are prompted, please do not open this file directly from the Internet, but click "Save" button and choose location where installation file should be stored. We recommend saving the file to the Desktop.
• Reboot your computer.
• Locate the downloaded AVG installation file (it has a four color square icon and its name starts with AVG...) and launch the installation by double-clicking on it.
• Follow the installation wizard.
• Enter your license number when you are asked (we recommend that you use copy&paste method to enter this license number into the installation form).
• If AVG asks you for a computer restart, please do so. 

If there is any problem installing AVG, our technical support need to get the AVG installation log file to find out why AVG cannot be correctly installed on your computer.

To send us this file, please do the following:
Click Start -> Run, type %tmp% and press OK button. Please find a file called "avg7inst.log" in the Explorer's window that will appear on the screen and send it to our technical support

Before the installation of a Professional Edition it is necessary to uninstall AVG Free Edition. Please proceed as follows to rectify this issue: 

• download the latest AVG installation package and save it on your hard drive. We recommend saving the file to the Desktop. The appropriate latest AVG installation file of the edition that you have ordered can be downloaded here: 

AVG Anti-Virus
AVG Internet Security
AVG Anti-Malware
AVG Anti-Virus plus Firewall
AVG Anti-Spyware

• execute (double-click) this package
• choose "Uninstall product" option
• choose "Remove user settings" when you are asked
• finish the uninstallation process
• reboot PC
• execute the downloaded package again
• follow the installation wizard to install the professional version of the program
• enter your license number when you are asked (we recommend that you use copy&paste method to enter this license number into the installation form)
• update the AVG program
  
  Please feel free to contact our technical support again if we can be of further assistance and send us the AVG7INST.LOG file. To send us the file, please do the following:
  Click Start -> Run, type %tmp% and press OK button. Please find a file called "avg7inst.log" in the Explorer's window that will appear on the screen and send it to our technical support.
  
  

Please try to follow these steps to install AVG software to your computer:

1/ Insert the backup CD into the CD drive, and it should run automatically. If CD won't run automatically, please open the CD (use for example the Windows explorer by double-clicking the "My computer" icon on your desktop) and launch (double-click) the \media\index.html file.

• Select the language you want to use.
• Select the appropriate product you have purchased.
• Click on the first installation file (for the full version).
• Select "Run" option to install.
• Follow the installation wizard.
• Enter your unique AVG license number (we suggest you to use the copy&paste method to copy the license number from the information e-mail and paste it directly to the AVG installation dialog).
• If AVG asks you for a computer restart, please do so.

2/ If you find difficulties to use the CD menu, run the AVG installation file directly from the CD, please:

• open My Computer -> locate the CD drive where is the installation CD inserted -> right click on it -> choose "Explore".
• move to the following directory on the installation CD and run the .exe file stored inside, please - \Win\Avg7\full
• follow up the installation wizard and enter the above-mentioned license number, please.
  

3/ If you experience issues during the installation process, please describe the issue in most possible detail and send the AVG installation report for further analysis to our technical support department this way:
Click Start -> Run, type %tmp% and press OK button. Please find a file called "avg7inst.log" in the Explorer's window that will appear on the screen and send it to us.

To solve this issue, please try to remove the content of Temporary Internet Files (open Internet Explorer ->Tools menu -> Internet Options -> Temporary Internet Files section -> Delete Files button -> Delete All Offline Content).
Then, please reboot your computer and try to download the latest installation file of the appropriate edition that you have ordered:

AVG Anti-Virus 

AVG Internet Security 

AVG Anti-Malware 

AVG Anti-Virus plus Firewall 

AVG Anti-Spyware

In case you are using some security application for content filtering (CyberSitter, Content Watch ...) please make sure the AVG website* is set as a trusted one (so files coming from it are not filtered / modified) or try to temporally turn the content filtering application off.

*

[www.avg.com]
[akamai.grisoft.cz]
[update.grisoft.cz]
[download.grisoft.com]

If the problem still persists, it is probably caused by instable Internet connection. We would like to recommend you to use some download manager application to download AVG installation file like GetRight (www.getright.com) or Internet Download Manager (www.internetdownloadmanager.com).

In case of any other questions, please feel free to contact our technical support.

This warning is displayed, because you previously had installed a version of AVG with one of these components: AVG Firewall, Anti-Spyware or Anti-Spam. Since then, you have activated AVG with a license number which does not support the specified component (but this component has not been uninstalled from your computer).
To solve this problem we recommend that you either activate AVG with a license number which supports this component (1) or uninstall these components (2).

1. You can active AVG with another license number as follows:

- launch AVG
- choose the "Information" menu
- click on the "Activate AVG" option
- enter your correct AVG license number into the last textbox
- confirm by clicking on the "Activate" button


2. You can uninstall any of not supported AVG component as follows:

- download the latest AVG installation file for particular edition from this website
- run the downloaded file and choose the third option - "Uninstall"
- restart your computer
- run the downloaded file again and install AVG using your existing license number

If you have any problems, please feel free to contact our technical support.