FAQ
AVG 8.0 Technical FAQ » HOT TOPICS
When updating your AVG to the latest program version, the update process may need to be started twice and the update may ask you to restart your computer. The full update procedure is the following:
- When you click "Update now" or the scheduled update is started, main part of the update is downloaded and applied.
- The Update Manager in your AVG will report that new update files are available. Your AVG will be fully functional at this point, but not fully updated yet.
- When the update process is started again, the update will be completed.
- A computer restart will be required, unless your operating system is Windows Vista. Please note that some AVG components will not work until you restart your computer.
After the restart, AVG will be fully functional and updated to the latest available program version.
To install AVG 8.0 over the installed AVG 7.x or AVG Free please proceed as follows:
1. Download the latest AVG 8.0 installation file here (choose your edition):
http://www.avg.com/download?prd=aav
(AVG Anti-Virus 8.0)
http://www.avg.com/download?prd=ais
(AVG Internet Security 8.0)
http://www.avg.com/download?prd=avf
(AVG Anti-Virus plus Firewall 8.0)
- Click on "Download AVG now" button
- When you are prompted, please do not open this file directly from the Internet, but click the "Save" button and choose a location, where the installation file should be stored (we recommend saving the file to the Desktop)
2. Reboot your computer
3. Close all running applications, locate the downloaded AVG installation file (it has a four color square icon and its name starts with AVG_...) and launch it
- Follow the installation wizard to install the new AVG 8.0 (previous version of AVG will be automatically removed during the installation process)
- 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, as described in FAQ #988
4. Update the AVG program.
Note:
It is not possible to automatically transfer your settings from AVG 7.5 to AVG 8.0, due to major changes in the program function. In case you are using AVG Firewall, only basic rules will be copied to the new AVG 8.0 Firewall configuration.
IMPORTANT:
In case you are installing AVG from the very first AVG 8.0 Backup CD (released in March 2008) it is necessary to uninstall the previous AVG 7.x or AVG Free version manually as described below:
1. Uninstall previous AVG version
- Start -> (Settings) -> Control Panel -> Add/remove programs
- Find AVG in the list of installed applications and click on the "Uninstall" button
- Finish the uninstallation process
2. Reboot your computer
3. Close all running applications and launch the installation from the AVG 8.0 Backup CD
- Follow the installation wizard to install the new AVG 8.0
- 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, as described in FAQ #988
4. Update the AVG program.
If there is some issue while installing AVG 8.0 we highly recommend that you use the latest version of AVG installation file as mentioned above. If the issue still persists, please contact our technical support.
LinkScanner is a new security component. It is part of all AVG commercial editions. You can find it in the AVG user interface and you can change its configuration there as well.
You can find 3 options when you open the LinkScanner component:
- Enable AVG Search-Shield
It checks the SEARCHED (using Yahoo, Google or MSN) web pages content. - Enable AVG Active Surf-Shield
It checks the VISITED web pages content while the web page is loading. - Enable reporting of exploited websites to AVG
This service sends a report about found insecure web page to our lab for detailed analysis.
The LinkScanner component can be connected with the AVG Security Toolbar, which is part of Internet Explorer or Mozilla Firefox Internet browsers. You can read more about AVG Security Toolbar in FAQ 1188.
If you look into the Windows Task Manager, tab Processes, you can see how much memory is used by each AVG process. This number can range from single to tens of megabytes, depending on the process (e.g. Resident Shield has loaded the whole virus base, plus the data it is currently scanning). However, it is not possible to simply add up the memory consumption of each AVG process to get the overall memory usage of AVG. Some of the allocated memory displayed for each AVG process is in fact shared between all processes. If for example 3 processes are using 10 MB of shared memory, they will be still displayed as 3 separate processes, consuming 30 MB combined, which is not true.
In case you are experiencing a major slowdown while AVG test is running, or, on the other hand, AVG is not scanning fast enough, please try to adjust the scan performance, which is displayed in the bottom part of the AVG User Interface - "Computer scanner" - currently running scan.
If you are using Windows Vista and your computer or Internet connection is working much slower than before installation of AVG, please try to install the Windows Update Windows update KB929547.
At the same time, we would like to inform you that we are permanently making an effort to improve the product so that its demands on system resources are as low as possible.
The AVG Security Toolbar is a new tool which works together with the LinkScanner component and checks search results of the supported Internet search engines (Yahoo!, Google, MSN).
This tool is available in all editions of AVG 8.0. If you select to install the toolbar during the installation of AVG, it will be added into your Internet Explorer and/or Mozilla Firefox. Please let us inform you that in case you are using some alternative Internet browser instead of Internet Explorer, (e.g Avant Browser) you can meet unexpected behaviour.
The AVG Security Toolbar can be used to control the LinkScanner functions and to adjust its behavior, and to update your AVG in case new updates are available. There are some another functions included in AVG Security Toolbar.
If you decide that you do not wish to use the toolbar, you can either skip its installation during the AVG installation process, or disable it manually in your Internet browser:
1. Internet Explorer
- use the mouse right-click on the toolbar and check-off the AVGTOOLBAR option in the list
2. Mozilla Firefox
- Tools menu -> Add-ons, find the AVG Security Toolbar here and click on the Disable button
Disabling or uninstalling the AVG Security Toolbar has no negative effect on the level of security provided by LinkScanner component. The only consequence of missing toolbar is an absence of some of the options, and less verbose information about the threats found by the LinkScanner component. The main settings of the LinkScanner component can be still configured in AVG User Interface.
More information about AVG Security Toolbar here.
You can find more information about the AVG LinkScanner component in this FAQ.
Note:
AVG Toolbar contains also a Yahoo! search box, which is an integral part of the toolbar and can not be removed separately.
There's also a possibility to set up Yahoo! as a default search engine in your Internet browser while running the AVG First Run Wizard. However that is not connected with AVG Security Toolbar anyhow.
Detailed information on how to process the upgrade are available here
After a recent major program update, you may encounter a repeated request for restart displayed by AVG. This situation occurs when some AVG files can not be updated correctly. The easiest solution in this case is running repair installation of your AVG:
- Open the Download section of our website and click on the name of the product you are using.
- Click on Download AVG now (paid version).
- Choose to download the file to your computer (i.e. do not run it immediatelly) and select a target location, e.g. your Desktop.
- After the file is downloaded, please locate it and double-click on it to start the installation process.
- Proceed with the installation. When prompted, select Repair installation.
- Finish the installation procedure and restart your computer.
In case of any further problems, please contact our Technical Support.
Once you have purchased an AVG product, you need to install the AVG program onto your computer. The installation consists of several steps, their description can be found bellow.
1. Downloading the AVG installation file
It is recommended to always use the latest AVG installation file when installing AVG. Using an old installation file may lead to downloading large update files immediatelly after installation. The latest installation package also contains fixes to the most recently discovered issues, minimizing the chance of encountering an AVG malfunction in the future.
In case you have an AVG Backup CD and do not want to install AVG from the Internet, please visit FAQ 941.
- AVG installation files can be downloaded from our website:
AVG Internet Security 8.0
AVG Internet Security 3-Pack Edition 8.0
AVG Anti-Virus 8.0
AVG Anti-Virus plus Firewall 8.0
- Click on AVG 8.0 for Windows to start the download.
- When you are prompted, please do not open this file directly from the Internet, but click the "Save" button and choose a location where the installation file should be stored. We recommend saving the file to the Desktop.
In case you encounter any problem while downloading the file, please refer to FAQ 940 for more information.
2. Installing the AVG program
Once the installation file is downloaded, run it by double-click on the file. Please note that it may take several seconds before the installation begins.
- Choose the language of the installation wizard.
- Confirm the license agreement to continue with installation (or decline it to end the installation).
- Choose the type of installation (use the default selection if you are not sure what to choose).
- Fill in your license number that was provided to you upon purchase or registration. To fill in the number, please use the copy/paste method.
- Choose whether you wish to install and use the AVG Toolbar. For more information about this part of AVG, please visit this link or refer to FAQ topic 1188.
- Finish the installation.
In case you experience any issues during the installation, please visit this FAQ topic, which describes the basic installation troubleshooting.
3. First Run Wizard
The AVG First Run Wizard will be started immediatelly after the installation is finished. It will create an initial configuration of AVG in few easy steps, allowing you to set the time of update and test schedules, and to update your AVG immediatelly. In case you decide to change any of the settings you chose during the First Run Wizard, you can do so easily in the AVG program. A description of the steps of First Run Wizard are described in FAQ 1408.
Please note that the First Run Wizard has to be completed, in order to ensure correct function of AVG.
4. Firewall Configuration Wizard
If your AVG edition contain the Firewall component, you will be presented with the Firewall Configuration Wizard immediatelly after the First Run Wizard. This wizard allows you to create a initial Firewall configuration, based on the programs you have installed on your computer, and the location of your computer. Complete information about the Firewall Configuration Wizard is available in the FAQ topic 1370. More information regarding the firewall configuration can be found in the FAQ topic 1114.
If you receive the "Invalid update control CTF file" message during AVG update, most probably the update control files are corrupted. In this case it is necessary to delete these files. During a next attempt to update AVG, new control files should be downloaded and update process should be completed without any difficulties. Please kindly follow these steps to delete mentioned control files:
- Download the utility from the link below to your hard drive
deleteupdatefiles.exe - Run the downloaded utility (command line window will appear for a short time)
- Try to update the AVG program
If the issue persists, then please follow steps below:
- Double-click the My computer icon on your desktop (or open Start -> My Computer)
- Navigate to the following folder:
- Windows XP / 2000:
C:\Documents and Settings\All Users\Application Data\avg8\update\download * - Windows Vista:
C:\ProgramData\avg8\update\download * - Find the avginfoavi.ctf and avginfowin.ctf files and delete them
- Restart your computer
* Please note that some folders/files could be hidden. For more information how to view these hidden folders/files please visit this FAQ: How to view hidden files and folders
Your Internet settings are not correct.
Even if your Internet connection is working correctly, incorrect DNS servers may be filled in, affecting AVG update. This can be caused e.g. by some virus that was previously on your computer.
- Open menu Start -> (Settings) -> Control Panel.
- Double-click on Network connections.
- Right-click on the connection you are using and choose Properties.
- Double-click on Internet Protocol (TCP/IP) item on the General tab.
- Please check (and modify if necessary) the settings of IP address and DNS servers according to your Internet Provider settings or choose the Obtain * * DNS server address automatically option.
- Confirm the settings by clicking on the OK button.
- Close the window.
If the issue persists even after performing the steps above, please contact us using the Get Help Online option in AVG Help menu.
More information about contacting AVG Customer Services can be found here: How to contact Customer Services
In case you are not able to run your Windows XP operating system after AVG 8.0 virus definition update, it may be caused by a false positive on a specific "user32.dll" system file. The file was moved to the AVG Virus Vault and deleted. Therefore it is not possible to start Windows. Please follow the steps below to rectify this situation:
In case you do not have Windows XP installation CD with the latest updates, we strongly recommend you to use our fix tool instead. The mentioned fix tool can be found in FAQ 1575.
WARNING! There is a high probability of incompatibility with other system files (for example with winsrv.dll) if the latest installation CD is not used. This can also cause inabitity to start operating system.
1. Please insert the Windows XP installation CD and boot computer from this CD (if you do not have the installation CD please follow steps mentioned in our FAQ 1575).
2. Choose and run Recovery Console.
3. Choose Windows operating system you want to repair.
4. Disable AVG Resident Shield from loading. You can disable loading services/drivers with "disable" command, i.e. you have to type the following commands (some
of them might not be present in all AVG editions):
disable avgMfx86
disable avgMfa86
disable avgldx86
disable avglda86
5. Restore the User32.dll file from the Windows XP installation CD (instead "D:" use letter of your CD-ROM drive):
expand D:\i386\user32.dl_ c:\windows\system32\
In case the command fails, please use the following command to rename original user32.dll and repeat the command above.
ren user32.dll user32.bak
6. Restart computer and boot Windows normally.
7. In order to re-enable the AVG Resident Shield services we recommend that you perform the AVG repair installation as follows:
- Download the latest AVG installation package from the following webpage and save it on your hard disk:
http://www.avg.com/download?prd=aav
(AVG Anti-Virus 8.0)
http://www.avg.com/download?prd=ais
(AVG Internet Security 8.0)
http://www.avg.com/download?prd=avf
(AVG Anti-Virus plus Firewall 8.0)
- When you are prompted, please do not open this file directly from the internet, but click the Save button and choose a location, where the installation
file should be stored. We recommend saving the file to the Desktop.
- Restart 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.
- When prompted, please select the Repair installation option.
- Enter your license number when you are asked (we recommend that you use the copy&paste* method to enter this license number into the installation form).
- Restart your computer and update AVG.
We have prepared an utility which can fix the issue mentioned above. You can use the following boot media: either CD-ROM or USB flash drive. If you decide to use CD-ROM, please follow the instructions in part A), in case of USB flash drive follow the steps in part B). When finished it is necessary (in both cases) to follow additional instructions described in part C).
A. CD-ROM instructions (recommended):
1. Please download the CD image.
2. Use your favorite CD burning software to burn the downloaded image (IMPORTANT NOTE: Please use the "Burn CD from image"* option).
3. Insert the CD into the CD-ROM drive of the affected computer and restart the computer. It should boot up from the CD. If not, please see the user's manual for you motherboard to find out how to let the computer boot from a CD.
4. Continue with instructions in section C).
B. USB flash drive instructions (available only for computers supporting USB boot function):
1. Please download the USB flash archive (rescue.zip).
2. Extract the content of the "rescue.zip" archive to your USB flash drive.
3. IMPORTANT: go to the root of the flash drive.
WARNING: take care to do the next step only when you are located on the flash drive. Doing the step on the local disk can DESTROY BOOT FILES ON YOUR HARD
DRIVE!
4. Please run the "makeboot.bat" batch (pay attention that it is the one on the USB flash drive) and follow the instructions.
5. Connect the USB flash drive to the affected computer and restart the computer. It should boot up from the USB flash drive. If not, please see the user's manual for you motherboard to find out how to let the computer boot from a USB flash drive. Please note that this function is not supported on all motherboards.
C. Additional instructions:
1. Boot the computer from the CD-ROM or USB flash drive as described in steps A) and B).
2. Follow the rescue process.
3. Please login to Windows as Administrator.
4. Update the AVG program (Open AVG User Interface and click the "Update now" button)
5. Rename the file "avgrsx.exe_off" to "avgrsx.exe". This file is located in the AVG 8.0 Program folder (C:\Program Files\AVG\AVG8 by default)´.
6. Rename the file "avgsched.dll_off" to "avgsched.dll". This file is located in the AVG 8.0 Program folder (C:\Program Files\AVG\AVG8 by default)
7. Remove the boot media (CD-ROM or USB flash drive) and restart your computer.
* The name of the function may vary depending on used software.