Fix My AVG!: General Guides

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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.

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.

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.

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.

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.

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.

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).

Follow these steps:

To send the diagnostic information:
1. On the taskbar, click Start, and then click Run (or the Start Search field).
2. Type %systemroot%\temp and then press ENTER.
3. Locate the avgdiagex folder, and then open it.
4. Open the avgdiagex***** (***** signifies a number) folder with the highest number.
5. Attach the .cab file in this folder to an e-mail to us for further analysis.
6. If there are more .cab files, attach each one to a separate e-mail (always as a reply to this e-mail, so that all files are delivered correctly).

Files can be also uploaded to AVG FTP server:

FTP Server: ftp://ftp.avg.com/incoming/
Username: anonymous
Password: your e-mail address

7. Inform AVG Support of the filename when uploaded.

If there is no "avgdiagex" folder, it is likely that a previous report was deleted. If this is the case, please use the AVG Diagnostic tool to generate a new report.
1. Run the runner.avgdx tool previously received via e-mail.
2. Type your e-mail address in the appropriate area, and then click “Diagnose and send results.”
3. If sending the results is not successful, open the avgdiagex***** folder previously mentioned.
4. Send the whole content of this folder along with an issue description.

To send the AVG configuration and log files to AVG Support:

1. Click following link to download the AVG service utility to your computer (we recommend saving it to your Desktop):
http://ddownload.avg.com/tific/tool1.exe/AVG_ClickNFix_178603_en_US.exe

2. Double-click the utility to launch it.
3. Follow the on screen instructions to send AVG diagnostic data to AVG FTP server.

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

Here is a list of applications that are known to be in conflict with one or more components in AVG 2011 and AVG 2012:

Ashampoo Firewall FREE
Issue: It is not possible to update AVG even if all AVG processes are allowed in the firewall, the error message "The connection with the update server failed" is displayed.
Solution: Uninstalling Ashampoo Firewall FREE is the only solution. Workarounds, such as editing AVG services properties, are not safe and present a security risk (any intruder can then take control of the service or attack it from the interactive desktop).

Better File Rename
Issue: Older versions of this application cause Windows Explorer to crash with the active AVG 9.0 Shell Extension Test option when the user right-clicks.
Solution: Update Better File Rename from the developer's website.

Eset Smart Security 4
Issue: The computer is slowed down or crashes repeatedly.
Solution: It is generally not recommended to use more than one security solution on a single system. They will compete for resources, which may result in slowdowns, crashes or in no protection at all. We recommend uninstalling Eset Smart Security 4.

Microsoft Security Essentials
Issue: The computer is slowed down or crashes repeatedly.
Solution: It is generally not recommended to use more than one security solution on a single system. They will compete for resources, which may result in slowdowns, crashes or in no protection at all. We recommend uninstalling Microsoft Security Essentials.

PC MACLAN
Issue: A blue screen crash occurs when browsing shared MAC folders using PC MACLAN software. This is caused by a MACLAN component that is not compatible with the AVG Resident Shield driver.
Solution: To eliminate the issue, it is necessary to uninstall the PC MACLAN application.

System Protect
Issue: AVG cannot be installed or is installed incorrectly.
Solution: During the installation of AVG, turn off the System Protect. You may also need to create an exception for AVG later.

PC Tools Antivirus
Issue: Compatibility issues
Solution: PC Tools Antivirus is detected as a conflicting application during the AVG installation. We recommend uninstalling PC Tools Antivirus.

ZoneAlarm Firewall
Issue: ZoneAlarm Toolbar behaves as a rootkit. It injects AVG processes and causes displaying of error message during the computer startup.
Solution: To solve this situation using ZoneAlarm Free Firewall it is enough to update it to version 9.2.102 or higher. In case of using ZoneAlarm Pro Firewall we recommend uninstalling the ZoneAlarm Toolbar. It will be possible to use AVG and ZoneAlarm Toolbar together in one of the next updates of ZoneAlarm Pro Firewall.

Lock Folder XP
Issue: The computer crashes repeatedly.
Solution: We recommend to uninstall the Lock Folder XP to solve this issue.

Sunbelt Personal Firewall
Issue: Sunbelt Personal Firewall may cause AVG update process to monopolize the CPU time.
Solution: Sunbelt Personal Firewall is detected as a conflicting application during the AVG installation. We recommend uninstalling this application.

Malwarebytes' Anti-Malware
Issue: Full version of Malwarebytes' Anti-Malware contains resident part which causes operating system to freeze with active AVG Resident Shield.
Solution: This issue occurs when both components are running simultaneously. Please uninstall Malwarebytes' Anti-Malware or disable its resident part.

Webroot Spy Sweeper
Issue: Webroot Spy Sweeper may prevent AVG 2011 from installing correctly.
Solution: We recommend uninstalling this application prior to installing AVG.

BeTwin VS
Issue: If this application is installed operating system may crash after installing AVG. This issue occurs on computers with Windows 7 32-bit operating system. The problem is caused by the BeTwin VS application.
Solution: It is necessary to uninstall the BeTwin VS application.

Tracking Cookies are pieces of data that are unable to perform any operation by themselves, and are therefore harmless. These cookies are detected as a possible privacy concern because they can be used for tracking your browsing behavior.

Tracking cookies are not viruses or malicious code. Cookies are only text files and therefore cannot be dangerous to your computer.

The main purpose of cookies is to identify users and possibly prepare customized web pages for them. When you enter a web site using cookies, you may be asked to fill in a form providing such information as your name and interests. This information is sent to your web browser as a cookie file. The next time you go to the same web site, your browser will send the cookie to the web server. The server can use this information to present you with custom web pages.

If you don’t want to use cookies you can check the settings of Internet Explorer browser to accept/deny the cookie file. More information can be found at:

http://www.microsoft.com/info/cookies.mspx

If you are using a Mozilla Firefox browser, you can find more information at:

http://mozilla.gunnars.net/firefox_help_firefox_cookie_tutorial.html

More information about cookie files can be found at:

http://en.wikipedia.org/wiki/HTTP_cookie

Fix My AVG!

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How to disable Data Execution Prevention (DEP)

How to Start AVG Watchdog

AVG Scan crashes

You cannot browse the internet with AVG 2012

AVG 2012 can't remove Virus infection

How to Add/Remove AVG 2012 Components

What to do if sending of AVG Diagnostic data fails?

Manual sending of AVG Diagnostic results to AVG

How to send the AVG 2012 diagnostics to AVG Support

List of applications that might conflict with your AVG

What are tracking cookie files?

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