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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