AVG deleting virus files

Viruses & Threats
17

Hello Alice,

I understand the inconvenience.
Please provide the (screenshot) of AVG Quarantine window that shows the threat.
You can post the screenshot here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.
Keep us informed whether you are using free, trial or paid version of AVG.

18

Hi

Here is another screen shot, hopefully clearer. Thank you for help
screen shot

19

Hi Alok and all the helpful AVG people,

I just wanted to let you know that the issue I have with two viruses in AVG quarantine hasnt been resolved. If you could offer anymore adivce, it would be very much appreciated.

Thank you

20

Alice,

Thank you for waiting patiently. I would request you to restore those files to some temporary folder on your computer (e.g. new folder in downloads) and removing them from the newly created folder. By doing this, it should clean up the quarantine files. Please let me know if you face any difficulties.

21

hey there, thanks for your reply. AVG would neither delete the files nor restore them. So i uninstalled it and am now using a different virus protection program. Thanks for your efforts :slight_smile:

2

Hi, Thanks for that : ) I went to Text Edit where they seemed to be and did clear all from the file menu. I also manually deleted one. I have copy and pasted the virus name into my search thing to search all files, its not turning up. However in AVG the two virus files remain. Not sure if Ive done the right thing ?! Ah! Meanwhile AVG still trying to delete the to files … Thank you so much for your patience! Any further ideas? Is it safe to de-install and re-install?

6

Thank you for the information, Alice. 

We will check with it internally and get back to you soon. Your patience is much appreciated.

1

AVG has two filed in quarantine and after a night and half a day of trying to delete them, it still hasnt. I want to install the latest version but cant without deleting the older one which contains the two virus files.
Any ideas on what to do? Thank you : )

11

Hi : ) thank you for your help! I am just trying to check for updates. Nothing that you mentioned is showing up. In that top right corner it just says, connected. 

But the last version I have is this,
beneath the AVG logo, it reads

Version 2015.0 (4818) 
Virus databases: 12380
Scan engine: 4604

I am still waiting for it to tell me about the need or not for updates…I will let you know!

3

Hello Alice,
I have escalated your case to our senior team. We will contact you once we receive a reply or in need of more information.
Best regards,
Alok.

7

Thank you Bala, if needed i can provide another screen shot ,perhaps the grey text box obscures some details? I will watch this space

4

Sorry for the delayed response. Please let me know the full file path of the threat detection to check and assist further. If possible please share the screenshot of the full file path location.

5

hey there, thanks for your reply. AVG would neither delete the files nor restore them. So i uninstalled it and am now using a different virus protection program. Thanks for your efforts :slight_smile:

8

Hi Alice,

Sorry to hear about the situation.

I suggest you go to the File Path and then delete the files from the Location. As the full path of detection is not fully visible from UI very often, you can copy the path by right-clicking on the detection path and pasting it into any text file by the standard way.

Once all the files are deleted, please uninstall the AVG Anti-Virus and install the latest version from here.

9

Hi

Thanks so much for your advice and time : )

Just to clarify are you saying to copy and paste the name of the virus into a word document and then…how do I delete it then? Sorry I am not so computer literate! I am worried if i do that I will somehow accidentally open the virus.
Also AVG still wont update : 0

13

Hi Alok
Thank you so much for that! And your time and efforts. I look forward to hearing from you
Best wishes

10

Alice,

Thank you for waiting patiently. I would request you to restore those files to some temporary folder on your computer (e.g. new folder in downloads) and removing them from the newly created folder. By doing this, it should clean up the quarantine files. Please let me know if you face any difficulties.

12

the first one is  - 
Users alicemelikeulgezer Library Mail V3 IMAP-sultanastan@ima [Gmail].mbox All Mail.mb BAD

the second one is - 
Users alicemelikeulgezer Library Mail V3 IMAP-sultanastan@ima [Gmail].mbox All Mail.mb  BAD

14

Hi there 

Thanks again for your continued assistance. However I have another issue. I visited my account and the AVG website and attempted to install the latest AVG, but it wont allow me to. If I uninstall my current version in order to re-instsall the next version wont I run a risk of setting the viruses free from Quarantine?

User-added image

15

Hi Alok and all the helpful AVG people,

I just wanted to let you know that the issue I have with two viruses in AVG quarantine hasnt been resolved. If you could offer anymore adivce, it would be very much appreciated.

Thank you