FAQ

To check which e-mail plugins you have installed, please proceed as follows:

• Launch "AVG User Interface" (the AVG icon on the Desktop).
• Click the "AVG E-mail scanner" where is the item "Installed e-mail client plugins:".
• This list contains the AVG e-mail plugins only, it means specialized plugin for particular e-mail client (The Bat!, MS Outlook).
• If the item shows "There are currently no plugins installed", it means that the Personal e-mail scanner is installed (versatile standalone service for e-mail scanning no matter which e-mail client you use).

In case you need to add or remove some e-mail plugin from AVG, please proceed as follows:

• Download the proper installation file:
  AVG Anti-Virus 8.0
  AVG Internet Security 8.0
  AVG Anti-Virus plus Firewall 8.0 
• Click on the Download AVG now (paid version). 
• 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. 
• Locate the downloaded AVG installation file (it has a four color square icon and its name starts with AVG_...) and launch it by double-click on its icon.
• Please follow the wizard and select the Add or remove components option.
• In the window called E-mail scanning choose Advanced Configuration.
• Then please select the needed e-mail plugin.
• Finish the installation wizard and restart your computer.

It’s important to choose the correct e-mail plug-in to install during the AVG installation process. It depends on your e-mail client. If you use an email client for sending/receiving e-mails which has its own plug-in available in AVG, please install this specialized plug-in in preference:

• AVG MS Outlook Extension if you use Microsoft Outlook.
• AVG Plugin For The BAT! for The BAT! e-mail client.
• If you use any other program (Outlook Express, Incredimail, Mozilla etc.), please install the Personal E-mail Scanner service.

The installation of e-mail plugins should be done following way:

• Download the proper installation file:
  AVG Anti-Virus 8.0
  AVG Internet Security 8.0
  AVG Anti-Virus plus Firewall 8.0 
• Click on the Download AVG now (paid version). 
• 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. 
• Locate the downloaded AVG installation file (it has a four color square icon and its name starts with AVG_...) and launch it by double-click on its icon.
• Please follow the wizard and select the Add or remove components option.
• In the window called E-mail scanning choose Advanced Configuration.
• Then please select the needed e-mail plugin.
• Finish the installation wizard and restart your computer.

You can use EICAR.COM test-virus for this purpose. You can download this file here (www.eicar.org website – the developer of this file). This file is NOT a real virus, it is developed for testing purposes only and every antivirus system should report a virus on this file. AVG detects it as EICAR-Test virus.

You can check if the email settings are correctly working by attaching the extracted testing virus to a message and sending it to your e-mail address. If the settings are correct, the virus should be removed (or another actions based on your settings.

Please note that it is needed to turn scanning of outgoing e-mails off, so that the testing virus can be sent. For deactivation of outgoing e-mails scanning please open "AVG User Interface" -> double-click "E-mail scanner" -> untick "Scan outgoing messages" -> "Save changes". Also let us inform you that it is not possible to work with the test file if the AVG Resident Shield is active. For deactivation, open "AVG User Interface" -> click "Resident Shield" -> untick "Resident Shield is active" -> "Save changes".

In case that some of the following components are in the error state after installation of AVG program on Windows Vista operating system:

• Firewall
• WebShield
• E-Mail Scanner
• LinkScanner

AVG program has been installed in the compatibility mode with older operating systems.
In such cases please take the following steps to resolve this issue:

• Please download the latest installation file of the appropriate edition that you have ordered: 
  AVG Anti-Virus 8.0
  AVG Internet Security 8.0
  AVG Anti-Virus plus Firewall 8.0
  
• Click on the "Download AVG now (paid version)" button.
• 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.
  
• Right click on the downloaded AVG installation package (avg_...).
• Choose the Properties item from the menu that will appear.
• Go to the Compatibility tab.
• Check if there is the compatibility option enabled - if so, please unmark this option.
• Press the Show settings for all users button.
• Check if there is the compatibility option enabled - if so, please unmark this option.
• Press the OK button twice to save and exit.
  
• Double click the AVG installation file.
• Choose the "Uninstall product" option.
• Choose "Remove user settings" when you are asked.
• Finish the uninstallation process.
• Restart your computer.
  
• Launch the downloaded package again.
• 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 "avg8inst.log" in the Explorer's window that will appear on the screen and send it to AVG Technical Support team.

To enable or disable adding of AVG certification text to your incomming or outgoing e-mails, please proceed as follows:

• Open AVG by double-click on its icon on Desktop or in system tray.
• Open menu Tools -> Advanced settings.
• In the left tree click on E-mail Scanner.
• Enable or disable Certify e-mail for incomming or outgoing e-mails.
• If you wish to change the certification text, please click on Certification in the left tree, and edit the text for incomming or outgoing messages.
• Save the settings using button OK.

In some cases, the certification may not be added to an e-mail, even though the certification is enabled:

• there is digital signature in the e-mail (the certification would damage the signature)
• in MS Outlook, empty e-mails in RTF and HTML format are not certified due to technical limitation

Note:
Enabling or disabling certification does not have any effect on testing of your messages with AVG. The option to enable or disable checking of e-mails can be set up after double-click on E-mail Scanner in the main AVG window.

To delete history of AVG E-mail Scanner detection please follow the steps mentioned below:

• Launch AVG
• From top menu "History" please select "E-mail Scanner detection" option
• Now in the bottom part of this dialog locate the "Additional actions" part and click the "Empty list" link

In some unique cases, it is possible that your connection to the e-mail server will be blocked after installation of AVG. To find the cause of this issue, please try to disable AVG Firewall and E-mail Scanner. These two components can affect your e-mail client connection. To disable them, please refer to FAQ 1209.

In case disabling one or both of these components did help, please contact our technical support for further assistance.

If you can not download your e-mails after disabling the Firewall and E-mail Scanner, it is possible that there is some conflict between AVG and another application on your computer. In such case, please uninstall AVG temporarily and contact our technical support with as detailed description of the issue as possible.