FAQ

Within the 3rd party program scanning options choose AVGW.EXE with /SE parameter (AVGW.EXE /SE) as the internal antivirus scanner. The AVGW.EXE file is located in the AVG directory – usually “C:\Program Files\Grisoft\AVG7“.

If you would like to use AVG for checking files in WinZip archived files, it is necessary to use the following configuration parameters within WinZip, as shown below:

WinZip -> Options -> Configuration -> Program Locations
Scan program:
Program Files\Grisoft\AVG7\avgw.exe
Parameters:
/SE %d

Please let us inform you that the specific parameters depend on the given application. In this case you should ask the provider of that software for needed information.

You can use the AVGSCAN.EXE file for these purposes. It has to be run with parameters, so if you want to scan your C:\ drive, you have to run this command-line scan in the following format: AVGSCAN.EXE C: /parameters.

If you want to scan a specific file/directory, you have to replace the C: path by specific path. The list of possible parameter you can get by the AVGSCAN.EXE /? command.

ERRORLEVEL == 0 /* everything is o.k. */

ERRORLEVEL == 1 /* user cancelled/interrupted test */

ERRORLEVEL == 2 /* any error during the test – cannot open file etc. */

ERRORLEVEL == 3 /* change identified */

ERRORLEVEL == 4 /* suspicion detected by heuristic analysis */

ERRORLEVEL == 5 /* virus found by heuristic analysis */

ERRORLEVEL == 6 /* specific virus detected */

ERRORLEVEL == 7 /* active virus in memory detected */

ERRORLEVEL == 8 /* AVG corrupted */

ERRORLEVEL == 9 /* double extension */

ERRORLEVEL == 10 /* archive contains password protected files */

If the AVG Control Center icon is gray that means one or more AVG components are not fully functional. Please launch AVG Control Center (double click the gray system icon). The non functional components are colored in red. Select each of the red-colored components and activate it.

Installation of this component implements virus control of documents that are opened into the MS Office directly.

Run the MS Word for example, choose Tools menu -> Macro -> Security... -> Security level tab, here you can see if a program for virus control is installed or not. The plugin is installed when you can find the AVGOFF2K.DLL file in the AVG folder. If you like to deactivate this plugin, you don´t have to uninstall it. You can deactivate it running this command from the Start->Run menu: „regsvr32.exe /u C:\Progra~1\Grisoft\AVG7\avgoff2k.dll“. You can activate the plugin again using this command: „regsvr32.exe C:\Progra~1\Grisoft\AVG7\avgoff2k.dll“.

If the AVGOFF2K.DLL file is not in the AVG folder, you have to install it into the AVG. Vide FAQ How to install/uninstall AVG components.

AVG7 needs these system libraries in order to work properly:

libraries which are not part of the installation:

• OLE32.DLL (any version) - you can see the notice with exact link where you can download it

libraries installed into the system it they does not exist or if they are older:

• MSVCRT.DLL (version 6.0.8797.0)
• MSVCP60.DLL (version 6.0.8972.0)

libraries installed into the AVG7 program folder if they are not found in the system:

• MFC42.DLL (version 6.0.8665.0)
• PSAPI.DLL (version 5.0.2134.1)
• SHFOLDER.DLL (any version, 6.0.2600.0 version is installed)
• DBGHELP.DLL (version 5.0.2195.1)

If there is a suspicious file on your PC and you think that it is a virus even if it is not detected by AVG, please, send us the file for analysis to virus@avg.com.

Please, attach the file in a password protected ZIP/RAR (compressed folder) and also the following information:

• the password
• operation system of the PC where you‘ve found the file
• exact path to the infected file
• AVG program version and anti-virus database version numbers
• why you think the file is a virus

If all network sharing is inaccessible for other clients after the installation of AVG on the PC, (the PC stops working as a server) and there are also following errors in the system Event Log protocol (can be displayed by Event Viewer): "Configuration parameter of Irpstacksize server is too small and server cannot use the local device. Please increase the value of this parameter" you have to increase the *IRPStackSize value by 4 in this registry key:

HKEY_LOCAL_MACHINE\ SYSTEM\CurrentControlSet\Services\lanmanserver\parameters

You can find more about this problem here:

http://support.microsoft.com/default.aspx?scid=kb;en-us;177078

Untimely end of Scandisk/Defrag running can be prevented if you run it with a /TIME parameter (e.g. if you want to do a scandisk of C:\ drive, run program from command line by following command: scandisk c: /time). If you want to set it permanently, you should set a "ScanTimeOut" value to “On” in SCANDISK.INI file (ScanTimeOut=On). The file is usually available in C:\WINDOWS\COMMAND folder. Please note that this file is not present on Windows ME and newer.

In any case of system freezing/failure caused by a Scandisk/Defrag together with AVG Resident Shield, it is necessary to disable “Onclose scanning” in AVG Control Center -> Resident Shield -> Properties.

This settings should solve the issue. However it is highly recommended by Microsoft to shut down all running applications before you start Scandisk or defragmentation tools. We recommend to disable AVG Resident Shield temporarily. Please let us inform you that this issue is related to the Windows 95/98 only.

More information is available here: http://support.microsoft.com/default.aspx?scid=kb;en-us;104725

If you need to disable your AVG Anti-Virus program temporarily (e.g if you need to install some drivers for a new hardware ), it´s only needed to deactivate the AVG Resident Shield.

You can do it this way:

• run the AVG Control Center (Start -> Programs -> AVG 7.5 -> AVG Control Center)
• double-click on the Resident Shield component
• disable option Turn on AVG Resident Shield protection
• save these settings using the OK button

Note: please don´t forget to activate the AVG Resident Shield component then because it´s an important part of the anti-virus control on your computer!

The procedure goes as follows:

• please run the AVG Control Center as mentioned above
• select the Resident Shield component 
• click on the Activate button
  
  

It is possible that after installation of AVG Anti-Virus, your firewall (typically Sygate Personal Firewall, Kerio Personal Firewall, etc.) will inform you that some data has been sent from your computer during the AVG update process. This usually happens when one application launches another and then the second one connects to the Internet. For example when AVG is updating, the AVGCC.EXE application launches AVGINET.EXE and this application connects to the Internet. You will then see this message from your firewall:

If you see any AVG application that is launched from the folder where AVG is installed (Program Files\Grisoft\AVG7 by default) mentioned in this message, you do not have to be worried about this. You can safely click on the YES button and allow this communication. For a scheduled AVG update we also recommend you to enable the "Remember my answer, and do not ask me again for this application." option.

Yes, AVG is now compatible with 64-bit version operating systems.

It is recommended to have Internet Explorer 5.01 or higher installed on your computer. If you do not use Internet Explorer 5.01 or higher, please try our AVG Trial Edition and if any problem appears, please contact our Technical Support using this online form.

With the release of AVG Anti-Virus 7.5, detection of Potentially Unwanted Programs) has been added to AVG.

"Potentially Unwanted Program" files are not detected as a virus or adware/spyware, even though they sometimes act very similarly. The reason is that the Potentially Unwanted Programs are usually installed legitimately as a part of another program (often designated as an "AD-Supported program" – in which the End User License Agreement typically prompts the user to accept that, in addition to the desired program, an additional program (Potentially Unwanted Program) will also be installed).

AVG 7.5 is able to detect some Potentially Unwanted Programs and remove the detected files.

We would like to inform you that the AVG editions without Anti-Spyware component need not to remove all related components of the Potentially Unwanted Programs. In case your AVG does not include Anti-Spyware component, we recommend you using AVG Anti-Spyware 7.5 application which is designed for searching and removing malware like this. You can download it here: http://www.avg.com/doc/programs.

NOTE: Removal of the Potentially Unwanted Programs can result in damage to the AD-Supported program which was installed with them.

If AVG has detected a "Potentially Unwanted Program" repeatedly on the same file on your computer, please send us the Test result* as an email attachment. We will provide support on the appropriate actions to be taken to remove the suspicious file.

* Submitting a Test result to AVG Technologies (support@avg.com):

1. Start AVG 7.5 and select "Start complete test" from the Tests menu.
   The F4 key can also be used to start the test.
2. Once the test is finished, close the window and click on the Test Results button.
3. Scroll down do the bottom of the Test Results and double click on the latest Complete scan.
4. Expand the Program menu and select the "Export list to file" option.
5. Select the destination folder to save the results.
6. Send the saved *.cvs file as an attachment to your email.
   Thank you for your cooperation!

If you need to disable the anti-virus system (for software installation), this usually means disabling the OnAccess scanner. (The AVG Resident Shield). Please open the AVG Control Center program -> double-click on the "AVG Resident Shield" component -> deselect the "Turn on AVG Resident Shield" checkmark and save the setting. When you need to enable the AVG Resident Shield, just open the AVG Control Center program -> double-click on the "AVG Resident Shield" component -> select the "Turn on AVG Resident Shield" checkmark and save the setting.
Please bear in mind that the AVG Resident Shield is the first line of defense against infection. When it is disabled, it is possible to execute infected files and infect your computer. Please re-enable the AVG Resident Shield after your installation is complete.

If you need to exclude a certain "Potentially unwanted program" from any detection by AVG (for example if you are using an Ad-sponsored program or utility, which could be dangerous, but could also be used with your knowledge), you can exclude it from AVG Resident Shield and AVG tests detection this way:

• Please open the AVG program -> "Service" menu -> "Potentially unwanted program exceptions" -> push the "New" button to add a new exception.
• Now find the file you want to except from AVG detection. If you are not sure that the file location is static, enable "Any location - do not use full path" function.
• Save the setting using the "Add" button.

These exceptions can be used for "Potentially unwanted programs" only. If you set the exception for a viral file (Trojan horse, I-Worm, Worm, W32...), this file will be still detected by AVG tests and the AVG Resident Shield.

These exceptions are not used for the AVG Email Scanner.

Note: These exceptions can be created for files only, not for folders.

Yes, it is highly recommended. You can use an older version of the Rescue disk to restore system parts of your PC but for removing/healing viruses you need the Rescue disk with latest virus database.

Note: The Rescue Disk function is only intended for OS Windows 9x/Me.

How to use the Copy & Paste method to enter the licence number:

• Open the e-mail containing your licence number
• Mark the License Number (this field will change color) by clicking in front of the first character hold and drag to the end of this number, then free the button
• Press and hold CTRL and then press key "C" (this is the copy)
• Open the installation form and place the cursor on the position where you would like to paste the copied information
• Press and hold CTRL and then press the key "V" (this is the paste)
• The information will be copied to the place you have placed the cursor

Run the START > Settings > Control Panel > Folder options

Now click on the View tab and enable the Show hidden files and folder option 
 

Due to the reworked power management system in Windows Vista, some problems with AVG Scheduler may occur when using multiple user accounts. This problem is caused by the Fast Profile Switch feature.

When you use this feature (use "Switch user" option instead of "Log off" when changing users), there are two or more user profiles active at the same time. This leads to AVG tasks that are scheduled for each user, typically update and test schedule, to run under each of these accounts and thus generate extensive load on the computer resources.

This feature was already available in Windows XP, however due to the changes in Windows Vista power managment, the default action when you turn off the computer is "Sleep" instead of "Shut down". Once you wake up / power on the computer, all users are still loaded and missed scheduled tasks are started.

Running tests scheduled for each user can be disabled in AVG Control Center -> Scheduler -> Scheduled Tasks -> edit and disable particular task. This must be done when you are logged under each user account. Another solution is to always log off instead of user switching.

According to your individual needs you may create a new schedule task(s) for all users. This tasks will be executed although no user is log in the operating system at that moment. In case you are interested in the settings, please see or FAQ 688: Scheduled task for all users.

Windows Vista can ask you whether you wish to allow various AVG-related actions such as installation, update, firewall configuration, etc. It is necessary to confirm these actions to ensure full AVG functionality. These UAC queries are usually connected to direct access to AVG configuration and program files, and are completely safe.

When you create a new test (schedule for all users) on Windows Vista, the test started by this schedule will start correctly, but its icon and progress will not be displayed. A fix for this behavior is planned for one of next AVG program updates.

Note: Please be aware that the same problem may occur when the test is scheduled for another user, other than the current one (see FAQ 538).

Please download the 7zip application from following webpage: http://www.7-zip.org. The downloaded file please launch by double-click on its icon and install the application on your computer.

• Now please just find  the suspicious file on your hard drive and use right-click on its icon
• Choose "7zip" > "Add to archive..." option in the context menu.
• Please enter some password. It is not necessary to create some complicated password. Please let us inform you, that "virus" (without quotas) is good enough.
• Click on the "OK" button - the archive is created now

Send this archive to virus@avg.com (in case of suspicious file) and write the archive password into mail.  Thank you for your cooperation.

It is necessary to create the update/test plan for all users if you want to schedule AVG update/test plan to run when there is no user logged on the computer (default plans are scheduled for the currently logged user):

1) Please disable preset update/test plan this way:

• Click on the menu Start > Programs > AVG 7.5 > AVG Test Center > menu "Program" > select "Switch to Advanced Interface".
• Open "Scheduled tasks" with double-click on it (or you can use <F7> function key).
• Open "Update plan in Basic mode" / "Test plan in Basic mode" with double-click on it.
• Uncheck the "Periodically check for Internet updates" / "Periodically start scheduled antivirus test" item.
• Confirm with the "OK" button.

2) Create your own update/test plan:

• Press the "New schedule" button in "Scheduled tasks" window.
• Choose "Update" / "Test" from the "Schedule" list.
• Choose the update type/prefered test from the "Schedule options" list.
• Please check the "Schedule for all users" item.
• Set the other scheduled task options according to your needs and confirm with "OK" button.

With this configuration the update/test will be performed even if there is no user logged on the computer. Please note that the update will be successful only if it is set to update from the Internet or local folder. It is not possible to run update from a network directory if no user is logged in.

If the AVG client application is connected to the AVG Remote Administration it is necessary to create the update plan via AVGADMIN. Please check FAQ #212 for more details.

It is possible that your computer works slower after AVG Internet Security installation. The AVG Internet Security edition (which includes all available security components) does contain many improvements and enhancements, which require more computer resources. Also the new AVG 7.5 edition detects more polymorphic viruses, (a very difficult and time consuming operation). However, AVG 7.5 is optimized to consume minimal computer memory. Of course the speed mainly depends on your computer's configuration.

If the computer is slow while an AVG Complete Test is running, you can try to speed up your computer as follows:

1. By running the Disk Defragmenter (Start -> Programs -> Accessories -> System Tools -> Disk Defragmenter)

2. Also, please try to change the priority of the default test. You can do it this as follows: 

•  launch AVG Test Center
• click on the "Program" menu
• choose "Switch to Advanced interface" option
• click on "Tests" menu
• choose "Test Manager" option
• mark the "Complete Test" and and click on the "Edit" button
• choose the "Advanced" option on the left side
• set up the priority to "Low"
• you can also set up gaps between testing individual files (bigger gaps = slower test but the computer resources are not used so much)

3. It is possible to speed up your computer by disabling the detection of Potentially Unwanted Programs (PUP):

• open AVG Control Center
• use double-click on the "Resident Shield" component
• uncheck the "Scan Potentially Unwanted Programs" option
• save this settings by clicking on the "OK" button

Two running processes of AVG Resident Shield (avgrssvc.exe) are normal. The service with 40 MB memory usage has two independent virus databases loaded and it is responsible for the process of on-access scanning. The second one is the control service which checks if the main Resident Shield service is loaded properly. Therefore it is normal to have these two
processes running.

In comparison with other antivirus systems, AVG uses the modern method of the process how is the Resident Shield service launched. It is a minifilter driver which is running as a system service. Therefore it is visible in the Task Manager and you can see its memory consumption. Older version of AVG or other antivirus competitors have their virus databases loaded in
the operating system memory where user is unable to get how much memory is used.

There is new function “Upgrade Tool” available in latest versions of AVG 7.5 .
This tool is available in several places, but the most visible are new buttons "Upgrade to AVG 8.0" in AVG Control Center and AVG Test Center.

This tool helps you to upgrade your AVG 7.5 to version 8.0 that offers even better protection, as well as many new features and enhanced performance. The conversion process is divided into several simple steps.

Please note
AVG Upgrader will not be displayed to all AVG 7.5 users at the same time.
It will be activated within each AVG 7.5 installation via several consecutive program updates.
This is to optimize the license server traffic during the process of mass conversion from AVG 7.5 to AVG 8.0.

In case "Upgrade to AVG 8.0" button is not available in your AVG 7.5 you can wait until some of the next program update will allow this button, or you can upgrade manually following the instructions described in the FAQ# 1148.

Platforms supporting AVG Upgrade Tool
AVG Upgrade Tool is supported by the following operating systems:

• Windows 2000 Professional (with the latest Service Pack)
• Windows XP (Home and Professional editions, both with Service Pack 2)
• Windows Vista (all editions)

that are not under the Remote Control.

General information and selection of components
The AVG Upgrade Tool is able to convert most of your important AVG 7.5 configurations, such as E-mail Scanner settings, Resident Shield settings, Virus Vault settings, Proxy settings or most of the Firewall settings. However, some configurations such as Quick Test Database settings, Alert Manager settings or Event Logs cannot be converted, because AVG 8.0 uses different principles, or the settings are not available in the new version.

During the conversion process you can select components to be installed. In the AVG Upgrade Tool wizard dialog named "Installation Customization” you will see two groups of components – one is displayed in green and the second one in yellow. Components displayed in green are those previously installed in version 7.5 (they are selected by default, but you may deselect them) or those that must be installed in AVG 8.0, like Resident Shield or Anti-Rootkit (thus it is impossible to deselect them). Components displayed in yellow are those that were not previously
installed, or those that simply weren’t available in the previous version. The components that were not installed in AVG 7.5 are deselected by default, while new components of AVG 8.0 are selected by default.

Obtaining a new license number
During the conversion the AVG Upgrade Tool will try to obtain a new license number. If this exchange is successful, the new AVG 8.0 license number will be displayed and sent to your registered e-mail address (of course, you can choose another e-mail address if you like). If the exchange fails, you will be notified and the conversion will continue using your old AVG 7.5 license number. In this case the license number will be exchanged during a future virus update.

Removal of other AVG family applications
For successful installation of AVG 8.0 it is necessary to remove other AVG family applications. These applications should be detected and uninstalled automatically during the conversion process. However, if their uninstallation fails, please remove them manually, then run the AVG Upgrade Tool again and continue the upgrade process.