FAQ
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
1. Please check the date/time settings on your computer - right-click on the clock on the task bar (in the right bottom corner of the screen) and choose the "Adjust Date/Time" option.
2. If the date/time settings are OK, you have possibly used more than a year old AVG installation file/CD. You can check your AVG program version here: AVG->Information->About AVG.
To solve this problem, please do the following:
- download the latest AVG installation file here: http://www.avg.com/doc/programs
("AVG Anti-Virus Professional Edition 7.5" item, called "AVG 7.5 for Windows avg75f_XXXaXXX.exe") - run this downloaded installation file
- choose the "Repair installation" option from the three possibilities offered
- finish that process
- if asked, please restart the computer
- update AVG virus bases
It should then be OK.
Generally, for a new AVG installation we recommend you to use the latest version of the AVG installation file. You can download it HERE.
3. If the problem persists after these operations please contact our technical support.
Full support for all paid AVG 7.5 products will be provided until April 30, 2009. This support covers all* home and SMB/enterprise solutions, and includes all updates and 24/7 technical and sales support.
*Except AVG Anti-Spyware 7.5, for which support will end on December 31, 2008.
You can upgrade your AVG 7.5 product (see FAQ 1182 for more details) at any time to benefit from the advanced, proactive protection of AVG 8.0.
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 (rescue75_en.zip).
2. Extract the content of the "rescue75_en.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 7.5 Control Center and click the "Check for updates" button or press the "F9" key) .
5. Rename the file "avg7rsxp.sys_off" to "avg7rsxp.sys". This file is located in the "C:\Windows\system32\drivers" folder.
6. Rename the file "avgmfx86.sys_off" to "avgmfx86.sys". This file is located in the "C:\Windows\system32\drivers" folder.
7. Restart your computer.
* The name of the function may vary depending on used software.
In case you are not able to run your Windows XP operating system after AVG 7.5 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 1580.
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 1580).
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 Avg7Core
disable Avg7RsW
disable AvgClean
disable Avg7RsXP
disable AvgMfx86
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 (AVG 7.5 for Windows) from the following webpage and save it on your hard disk:
http://www.grisoft.com/doc/downloads?prd=avw
(AVG Anti-Virus)
http://www.grisoft.com/doc/downloads?prd=isw
(AVG Internet Security)
http://www.grisoft.com/doc/downloads?prd=amw
(AVG Anti-Malware)
http://www.grisoft.com/doc/downloads?prd=afw
(AVG Anti-Virus plus Firewall)
- Click on the "AVG 7.5 for Windows" link to download the installation file.
- 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 AVG75...) and launch the installation by double-clicking on it.
- Follow the installation wizard.
- When prompted, please select the Repair installation option.
- Restart your computer and update AVG.
You could be asked to perform a computer restart after an AVG program update if the AVG Firewall is installed on your computer and that update contains changes in the AVG Firewall component. Even if the update informative e-mail says that no restart will be required for that particular program update. This is a security feature. It is not possible to update the AVG Firewall without a restart.
Note: This applies to program updates NOT virus definition updates!
First, check your computer with the vcleaner.exe utility. This utility is able to clean/remove most known types of viruses, backdoors and Trojan horses. It isn’t necessary to install this utility, just save it on your PC and run it.
You should check your computer this way:
- download the vcleaner.exe utility
- reboot your computer in the Safe mode
- use double-click on the downloaded file to launch it
- please wait until the test finishes and restart your computer
After checking your computer with vcleaner.exe, you can begin installing AVG. We strongly recommend installing AVG using the latest installation file, which can be found on our web site Downloads-Programs.
When the installation is complete, please update your AVG, to be sure that the latest virus definitions are in place.
This warning is displayed, because you previously had a version of AVG with Firewall installed on your computer. Since then, you have activated AVG with a license which does not support the AVG Firewall component (but the Firewall component has not been uninstalled from your computer).
To solve this problem we recommend that you either active AVG with a license number which supports the AVG Firewall component (1) or uninstall the AVG Firewall component (2).
1. You can active AVG with a license number which supports AVG Firewall 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 the AVG Firewall component as follows:
- download the latest AVG installation file from this website: http://www.avg.com/doc/programs/
- 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.
In case you are not able to run your Windows XP operating system after AVG 7.5 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 1580.
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 1580).
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 Avg7Core
disable Avg7RsW
disable AvgClean
disable Avg7RsXP
disable AvgMfx86
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 (AVG 7.5 for Windows) from the following webpage and save it on your hard disk:
http://www.grisoft.com/doc/downloads?prd=avw
(AVG Anti-Virus)
http://www.grisoft.com/doc/downloads?prd=isw
(AVG Internet Security)
http://www.grisoft.com/doc/downloads?prd=amw
(AVG Anti-Malware)
http://www.grisoft.com/doc/downloads?prd=afw
(AVG Anti-Virus plus Firewall)
- Click on the "AVG 7.5 for Windows" link to download the installation file.
- 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 AVG75...) and launch the installation by double-clicking on it.
- Follow the installation wizard.
- When prompted, please select the Repair installation option.
- 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 (rescue75_en.zip).
2. Extract the content of the "rescue75_en.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 7.5 Control Center and click the "Check for updates" button or press the "F9" key) .
5. Rename the file "avg7rsxp.sys_off" to "avg7rsxp.sys". This file is located in the "C:\Windows\system32\drivers" folder.
6. Rename the file "avgmfx86.sys_off" to "avgmfx86.sys". This file is located in the "C:\Windows\system32\drivers" folder.
7. Restart your computer.
* The name of the function may vary depending on used software.