How to disable Data Execution Prevention (DEP)

To disable the Data Execution Prevention (DEP) feature in Microsoft Windows:


1. On the taskbar, click Start -> Control Panel -> System (or "System and Maintenance").
2. Click Advanced (or "Advanced system settings").
3. If prompted for an administrator password or confirmation, type the password or provide the confirmation.
4. Under Performance, click Settings.
5. Click the Data Execution Prevention tab, and then click "Turn off DEP for essential Windows programs and services only."
6. Confirm all changes by clicking OK.

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How to Start AVG Watchdog

First we need to do is to check whether AVG WatchDog service is running and started. To check the service follow these steps:

1. Click Start.
2. Click Run or type in the Start Search field.
3. Type "services.msc" (without the quotation mark) and press Enter.
4. On the Services (local) window, look for AVG WatchDog and double click it.
5. On the AVG WatchDog properties window, look for startup type, click the dropdown menu and select Automatic.
6. Under services status, click Start.
7. Click Apply and then click OK.
8. Close the Services window.
9. Restart the computer.

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AVG Scan crashes

Follow these steps to provide AVG Support further information and can investigate your issue more in detail.

A) Generate application and system event logs and send it to AVG Support.
To generate event logs from your computer:

In Windows XP:
1. On the taskbar, click Start, and then click Run (or the Start Search field).
2. Type eventvwr.msc and then press ENTER.
3. In the left navigational tree, click Application.
4. On the Action menu, click "Save Log File As."
5. Type the appropriate file name (for example application.evt), and then save the file to your Desktop.
6. Repeat steps 3 through 5, but this time click System, and then save the log file as "system.evt".

In Windows Vista/7:
1. On the taskbar, click Start, and then click Run (or the Start Search field).
2. Type eventvwr.msc and then press ENTER.
3. In the left pane of the new window, expand "Windows logs" (if available), and then click "Application."
4. In the Action menu, click "Save (All) Events As," and then type "application" as the file name.
5. Save the file to the Desktop.
6. Repeat steps 3 through 5, but this time in the left pane select "System," and then save the event log as "system.evtx".

B) Send AVG Support all the files from the following folders, if they contain any:

Windows XP:
C:\Documents and Settings\All Users\Application Data\AVG2012\Dumps
C:\Windows\Minidump

Windows Vista/7:
C:\ProgramData\AVG2012\Dumps
C:\Windows\Minidump

Note that some folders could be hidden by default Windows settings.
To view hidden files and folders:
1. On the taskbar, click Start -> (Settings) -> Control Panel -> (Appearance and Personalization) -> Folder options.
2. Click the View tab.
3. Click "Show hidden files and folders" (the name may vary depending on the operating system).
4. Click OK.

C) Send the AVG configuration and .log files for analysis to AVG Support.
To send these files:

1. Download runner.avgdx on this link:
http://www.avg.com/filedir/util/support/runner_en.exe

2. Double-click the file, the AVG Diagnostics tool will start automatically.
3. Type your e-mail address and a detailed issue description into the appropriate areas. Please remember to attach the files saved in steps A and B.
4. Click "Diagnose and send results."

AVG Support will analyze this data and contact you with further information.

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You cannot browse the internet with AVG 2012

To solve this issue, follow these steps in the given order:

A) If you are using Internet Explorer (version 7 or higher), please run it without add-ons:
1. Click Start > (All) Programs.
2. Click Accessories > System Tools.
3. Click Internet Explorer (No Add-ons).

Can you access Web pages now? If so, continue with procedure B). If you still cannot access any Web page, please skip to procedure C).

B) If running Internet Explorer without add-ons enabled to you view Web pages, try temporarily disabling the AVG Security Toolbar.

To disable the AVG Security Toolbar in Windows XP/Vista/7:
1. Click Start -> (Settings) -> Control Panel.
2. If the "Classic View" item is available on the left side of the window, click it.
3. Double-click Internet Options.
4. Click the Programs tab.
5. Click Manage add-ons.
6. Click AVG Security Toolbar, and then click Disable.

C) If running Internet Explorer without add-ons was not successful; you need to disable AVG components sequentially to see if the issue is resolved.

To disable the Firewall component (if it is part of your AVG edition and is installed):
1. Open the AVG Program by double-clicking the AVG icon on your Desktop.
2. Click the Firewall component.
3. Click Firewall disabled.
4. Click Save changes.

What is the situation now?

5. Re-enable the Firewall.

To disable AVG Online Shield:
1. Open the AVG Program.
2. Click the LinkScanner component.
3. Clear the Enable Online Shield check box.
4. Click Save changes.

Is the issue solved now?

5. Re-enable the Online Shield.

To disable AVG LinkScanner:
1. Open the AVG Program.
2. Double-click the LinkScanner component.
3. Clear Enable Search-Shield and Enable Surf-Shield check boxes.
4. Click Save changes.
5. Restart your Internet browser.

Is the issue solved now?

6. Re-enable LinkScanner.

D) Please follow these steps to provide us with additional information for analysis:
1. Disable the component (if any) that blocks your access to the Internet.
2. Download the AVG Service Utility and save it to your Desktop:

http://www.avg.com/filedir/util/support/get_netcheck2012_en.exe

3. Run the AVG Service Utility, and then follow the displayed instructions.
4. In AVG Diagnostics, type your e-mail address, whether any steps from A) through C) resolved the issue, and the answers to the following questions:

- What type of Internet connection are you using? (for example dial-up, cable, DSL, Wi-Fi, LAN)
- Do you use a proxy server?
- Do you (or did you) use any other security software on your computer (for example another firewall or anti-virus)?
- Do you use a hardware router with a firewall?
- Which Internet browser do you use (including its version)?
- Is the issue limited only to some Web sites? If yes, which ones and how are they affected (slow loading, blocked)?

5. Click “Diagnose and send results.”

AVG Support will analyze this data and contact you with further information.

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AVG 2012 can't remove Virus infection

Follow these steps and provide AVG Support with the results:

A) Apply all the available patches for your Microsoft Windows operating system from the following Web site:
http://www.windowsupdate.com
This step is extremely important as viruses can exploit security holes in outdated operating systems.

B) Update your AVG by opening the AVG Program and clicking Update now.

C) Enabling the "Scan files on close" feature in AVG Resident Shield increases system protection.
To enable this feature:
1. Open the AVG Program.
2. On the Tools menu, Advanced settings.
3. On the left tree menu, click Anti-Virus -> Resident Shield.
4. Select the "Scan files on close" check box, and then click OK.

D) Run the "Whole computer scan" test. (Scan now in AVG User Interface)

E) Check the list of processes running on your computer for any suspicious files.

To provide us with this list:
1. Download the AVG Service Utility from this location to your Desktop and run it:
http://ddownload.avg.com/tific/tool1.exe/AVG_ClickNFix_178022_en_US.exe

2. Follow the instructions displayed on your screen.

F) Send also the AVG Diagnostics output:
1. Download the AVG Service Utility from this location to your Desktop:
http://www.avg.com/filedir/util/support/avgfwdiag2012_en.exe

2. Double-click the file, the AVG Diagnostics tool will start automatically.
3. Type your e-mail address, a detailed issue description, and the answers to the following questions into the appropriate areas:

- Is the virus detected by the "Whole computer scan" test?
- Is the virus detected only by AVG Resident Shield?
- Is it possible to Delete, Heal or Move to Vault this infected file?
- Is the virus detected repeatedly? Is it the same file?
- When is the infected file detected? After restarting the computer or after connecting to the Internet?

4. Click "Diagnose and send results.”
5. Disable the "Scan files on close" option described in procedure C.

AVG Support will analyze this data and contact you with further information.

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How to Add/Remove AVG 2012 Components

To add or remove AVG components:
1. Verify that you have administrative rights on the computer:

2. Go to this Web page for the latest installation file:

http://www.avg.com/download.prd-avc.line-2012
(AVG Anti-Virus 2012)
http://www.avg.com/download.prd-isc.line-2012
(AVG Internet Security 2012)

3. Click the "Download" button, and when asked, choose to save the file.
4. Save the file to the Desktop.
5. Double-click the AVG installation file on your Desktop.
6. Proceed through the installation steps and when prompted, choose the "Add or remove components" option.
7. Confirm your current AVG License Number, or replace it with a new one if you have changed your AVG edition, and then click Next.
8. When presented with a list of available components, select (install) or un-tick (uninstall if already installed, or do not install) any of these components.
9. When finished, restart the computer.

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What to do if sending of AVG Diagnostic data fails?

When communicating with AVG Customer Services, you may be asked to use the AVG Diagnostic utility (AVGdiagex). This speeds up the process of solving your request.

This utility is sending encoded data through the HTTP protocol over the Internet. As sometimes the connection may not transmit all the data due to error on the way, the data will not be received. In such case, the AVG Diagnostic will inform you about this.

The data are however collected before sending, so they are still present on your computer. You can send them manually through e-mail. To do that, follow these steps:

1. Use AVG's automatic One click fix tool:
Please click the following link and save the tool to your computer (e.g. Desktop):
Automatic One click fix tool

After the download is finished, double click the tool to run it (if you are using firewall, please allow the communication). The tool is fully automatic. If any user interaction is required, all instructions will be displayed in the window.

The tool will gather all needed files and upload them to our FTP server. When the tool has finished, please copy the resulting filename and send it to us in an e-mail message.

2. Use the manual solution:

• Open the folder with temporary files located in C:\Windows\Temp. Alternatively, you can open the folder this way:
  • Click Start and select the Run... option (on Windows Vista and Windows 7 type directly into the search field).
  • Type in %systemroot%\temp.
  • Hit Enter.
• In the opened Temp folder browse to folder named avgdiagex.
• Inside, you will find another folder(s) starting with avgdiagex followed by random numbers (e.g. avgdiagex1846). If there are no such folders, please run the diagnostic utility again.
• Open the folder with the highest number at the end.
• Send all files in that folder (their extension will be .cab).

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