FAQ

To fix this issue we would like to ask you that you follow all the steps mentioned below.

1. Check your Internet connection settings

• click on Start> (Settings) > Control Panel
• if there is the "Classic View" item displayed on the left side of the window, please click on it
• use double-click on the "Network connections" icon
• use right-click on your Internet connection
• choose the "Properties" option in the menu
• find the "Internet Protocol (TCP/IP)" item on the "General" tab, mark it and click on the "Properties" button
• 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

2. Please flush the DNS Resolver Cache

• click on the Start > Run...
• type "cmd" (without quotation marks) and click on the "OK" button
• then please type "ipconfig /flushdns" (without quotation marks) and press the <Enter> key
• there should be the "Successfully flushed the DNS Resolver Cache" message displayed
• close the window now please

3. Try to update AVG now

• open AVG Control Center
• click on the "Check for update" button
• update your AVG

In case that this issue still persists, we would like to ask you to send an email directly from the AVG program to AVG Technologies' Technical Support this way:

• Run AVG program -> "Information" menu
• Choose the "Technical Support by E-mail Ctrl+B" option.
• In the window which occurs please do not enter any service code and continue by clicking "Next" button.
• Fill in your e-mail address and problem description (please mention also that the FAQ 751 did not solve this issue). Click on the "Next" button. Then the required information and files from your system will be gathered.
• Click on the "Send" button.

Thank you for your cooperation.

There may be a problem with some of the AVG Control Center components after the last AVG update. This problem appears only when a very old program (AVG 7.0) version is updated. The error messages may be related to:

• Virus Base component (incorrect state)
• Shell Extension (not installed)
• Resident Shield (not loaded or installed)

The solution is to do a Repair installation of your AVG using the latest AVG 7.5 installation file. This process is described in details in our FAQ 286.

If there was AVG Free installed on your pc in the past, it is necessary to follow also these steps after the repair installation: run AVG Control Center - Update Manager - Settings - tab URL - use button Default and confirm.

If the problem persists, please contact our technical support team either using our Technical Support form or directly at support@avg.com (please enter your AVG license number (can be found in AVG - Information menu - About AVG) into the e-mail body).

Examples of possible error states:

• virus EXCEPTION found on Avgcore.dll, avgcc.exe files
• operating system reboots itself
• error: Resident Shield is not loaded or installed
• internal virus base: "It is not possible to check the state of this component, connection failed." or "Component is installed properly, however the control failed with error code: 0x81000002"
• AVG Shell Extension: AVG is not integrated in the Microsoft Windows Explorer.

If you are using a proxy server in your network, you have to define it in AVG Update Manager:

• run AVG Control Center (by double-clicking the AVG icon in systray)
• right-click the Update Manager component and choose the Settings option
• press the Proxy tab
• enter correct proxy server (DNS name or IP address) and port number (you can get this information from your network administrator). If the proxy server requires the authentication, enter correctly also username and password

You can check if you are using proxy this way:

• click on the Start -> Settings -> Control Panel
• please find and open "Internet Options"
• then please switch to the "Connections" tab
• click on the "LAN Settings..." button
• the information about the proxy is displayed in this window

Perform the following procedure:

• run AVG Control Center
• mark the Update Manager component -> Settings (button in the bottom of AVG Control Center or an item in context menu (right-click by the mouse)
• if you are using a Proxy server, set appropriate values on the Proxy tab.
• if you are using a dial-up, set it on the Dial-Up tab.
• check also settings on the URL tab. (default settings is: http://update.grisoft.cz/softw/70/update)
• check settings of your firewall. There must be a rule which allows a connection to internet created for avginet.exe (located in program folder of AVG).

If the message appears even though you rebooted, please perform following procedure:

• Open AVG Control Center and double-click the Update Manager component. There should be the following settings:

  Update immediately
  (If computer restart is required)
    - Require confirmation from the user

  If your settings are any different, please modify them to these values. 

• Then in AVG Control Center highlight the Update Manager component (click on it once). Push the Settings button and switch to the Advanced tab.
• Push Delete update temporary files button and confirm with OK.
• Please check if there is WAIT4SD file present in the AVG program folder (C:\Program Files\Grisoft\AVG7 by default). If there is a file with such name, delete it.
• Reboot your computer.
• Now please try to update again. 

If the problem still persists, please send us e-mail directly from AVG: AVG -> Information -> Technical Support by E-Mail. This email will contain information about your system and about AVG installed on your computer.

WindowsME: When you try to update AVG you are asked for a restart every time.
If you are using the Microsoft WindowsME operating system and this error message "Windows could not upgrade the file %1 from %2 %1: %2" appears after the computer restart on the black background and you have to press some key to continue booting the operating system and you can see this AVG error message "There was detected unfinished update...you have to restart..." after you log into the computer and you can see "Update unsuccessful" error message in the AVG Control Center->Update Manager, the problem is caused by the error in the WindowsME operating system. This error is described here (in English language only): http://support.microsoft.com/kb/283069/en-us

There are several ways to update AVG anti-virus:

• run the AVG Test Center (use the AVG icon on your desktop or Start->Programs->AVG 7.5->AVG for Windows)
• click on the Check for updates button and choose the source (Internet or folder)
• open menu Service,select option Check for updates and choose the source (Internet or folder)
• press F9 key and choose the source (Internet or folder)
• run the AVG Control Center (double-click on its icon in the systray or use Start->Programs->AVG 7.5->AVG Control Center)
• right-click on the Anti-Virus or Update Manager component, select the option Update and choose the source (Internet or folder)

If you have any problems updating AVG, please visit our FAQ section "Update problems on workstations".

If you are unsuccessful while solving the issue, please feel free to contact our technical support.

If the Cybersitter application is installed and you are having problems updating AVG, you need to add the following names of our update servers to the list of allowed addresses within the Cybersitter program:

• update.grisoft.cz
• backup.grisoft.cz
• akamai.grisoft.cz

AVG update should then proceed without problems. If any problem persists, please contact our technical support. Thank you.

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.

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!

In case you have changed Dial-Up connection to Broadband, it is required to change also the AVG configuration to be able to update.

You can set this the following way:
- open AVG Control Center
- right-click the Update Manager component > Settings
- on the tab "Dial-Up" untick the very first option "Use Dial-Up connections"
- confirm settings with OK 

You should be able to perform an update using your new Internet connection now.

Also, please note that it is needed to change the configuration of the Personal e-mail scanner as well (if you use it to scan e-mails) in this case as well.

Please do the following:

- open AVG Control Center

- double-click the E-mail Scanner component

- Select the "Personal e-mail scanner" in the Installed Plugins section (it is also a simple check - it is not used on your computer if it is not listed here)

- click on the Properties button 

- click on the Edit button next to the Network Connection information and change it to your currect connection
- confirm settings with OK 

Warning: In case the new (broadband) connection is done using DSL modem, which is connected via USB interface directly to your computer, it is needed to keep the original dial-up settings, with connection profile obtained from the connection settings in your operating system.

In case of any issue or  question please feel free to contact our technical support.