AVG Zen ALWAYS quits at about 96% + trojan found + can't uninstall

Mac products
8

I have the same problem, could you also send me the email.

9

Hello Tim,
We are sorry for the inconvenience caused.
Could you please send the screenshot of the threat detected after completing the scan so that we can assist further?
Please click on the following link http://support.avg.com/SupportArticleView?urlname=How-to-create-a-screenshot to send the screen shot.
Also, you can refer the below link to reset the password for AVG My Account:
http://support.avg.com/SupportArticleView?urlname=How-to-restore-my-AVG-MyAccount-password
Thank you.

1

Sorry but 3 interrelated related questions.
1) AVG ALWAYS quits unexpectedly at around 96% so can't complete a scan. This is recent.

2) last completed scan showed presence of 'VBA:Downloader-ARK[Trj] trojan malware, so this might be relevant?

3) After reading support I tried to uninstall AVG to reinstall but my PW is not recognised even after changing it for this site. Can't find any way to access/change  PW on the AVG app.

Many thanks

7

Hi Tim,

We understand your concern, we need a screenshot of the VBA:Downloader-ARK[Trj] trojan malware that you mentioned about. Could you also tell where you find the presence of the malware?

Thank you!

2
Hi Tim,

Thank you for providing us the screenshots, we have sent you an email with further steps. Please check your mailbox once.

Thank you!
4

Hello Tim,
We are sorry for the inconvenience caused.
Could you please send the screenshot of the threat detected after completing the scan so that we can assist further?
Please click on the following link http://support.avg.com/SupportArticleView?urlname=How-to-create-a-screenshot to send the screen shot.
Also, you can refer the below link to reset the password for AVG My Account:
http://support.avg.com/SupportArticleView?urlname=How-to-restore-my-AVG-MyAccount-password
Thank you.

3
I have the same problem, could you also send me the email.
5

Tim, For your info, just in case that you are unaware, you can post the screenshot here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions. 
AVG Guru

6

Hello Paul,

I understand the inconvenience.
Are you not able to remove the threat detected file or the AVG scan crashes in Mac?
May I know the version of Mac and AVG Antivirus installed?

10

Hi Tim,

Thank you for providing us the screenshots, we have sent you an email with further steps. Please check your mailbox once.

Thank you!