Hi.
Thank you for your reply.
I did exactly as asked in the last reply and when I got to
Computer \HKEY_LOCAL_MACHINE\SYSTEM <br>
I have 3 variants of the option you told me to select. They are
ControlSet001
ControlSet002
ControlSet003
They all have the pathway
Control\Class\ {4D36E967-E325-11CE-BFC1-08002BE10318}
I clicked to delete the slightly varied folder ie ControlSet001, and I got a pop up message that reads
Error Deleting Key
Cannot delete {4D36E967-E325-11CE-BFC1-08002BE10318}: Error while deleting key.
So I still cannot get access to my laptop by entering my password on Windows entry screen.
As big and technologically advanced as AVG is can you not simply have a 'fix' for this 'bug' in your system for much reported problem.
Ps I took pics. What can anyone possibly send as a pic at less than 1MB where in this case we cannot do anything, basically, because of the AVG code.
I am actually even more frustrated…
Please can you give me a difinitive answer and solution to the AVG problem file that is not allowing me to access my laptop properly.
Thank you.
Em.
Em, we realize this must be upsetting.
To be sure, did you try deleting the folder in safe mode?
Did you try to delete the folder from 'ControlSet002' and 'ControlSet003'?
We have sent an email for you to share the pictures regarding the error appeared for deleting the registry folder.
Please revert to the email without changing the subject.
---- Forwarded message -----
From: "Emily XXX" <xxx@xxx.xxx>
To: "support@help.avg.com" <support@help.avg.com>
Cc:
Sent: Sun, 5 Jan 2020 at 5:53
Subject: Re: AVG Customer Care - Request #09695779 [ ref:_00Db0Z3S
Hi there.
5th December 2019
Windows updated today however nothing changes as regards me not being able to get 'on' my laptop as I have always done by entering my correct password and logging into Windows.
Windows 7 Home Premium
Service Pack 1
Hewlett-Packard
HP G56 Notebook PC
Pentium (R) Dual-Core CPU T4500 @ 2.30GHz 2.29 GHz
RAM: 4.00GB
64-bit Operating System
Please can someone reply as occasionally having access via Safe Mode every now and then because of avgArDisk.sys will not permit me to run any other modes, to fix the problem that is that same file avgArDisk.sys, is an irony that wore instantly thin when I lost proper access to my laptop.
I have accidentally posted this matter as an answer on another thread.
It had been days since avgArDisk.sys completely messed up me being able to use my laptop.
In Safe Mode (and No other version of Safe Mode), after getting 'stuck' (hangs) @ avgArDisk…sys for a while, the windows login in page appears. I can type in my password and it is recognised and allows me to login in Windows.
I cannot do that on any Safe Mode option, ie networking etc because the system gets to avgArDisk.sys and just hangs then restarts.
When the laptop starts normally and the Windows 7 login page appears and I put in my correct password it says the my User Interface does not recognise me. Nb: This self password is used in Safe Mode and allows me to login Windows 7
This is a much reported problem since at least April 2019 here and before that in Windows forums.
I simply want to get proper access to my laptop before avgArDisk.sys changed all that.
Please reply.
I don't have a Windows 7 disk. Safe Mode in essence just let's me on.
Please reply with a right and proper solution/patch for the commonly occurring error.
Thanks
Em
For absolute clarity this is exactly where the data set PartMgr avgArDisk is on my computer
Computer
HKEY_LOCAL_MACHINE
SYSTEM
CurrentControlSet
Control
Class
{4D36E967-E 325-11CE-BFC1-08002BE10318}
*Additional note
Within the above { } folder are three columns with the titles 'Name' and 'Type' and 'Data'.
Listed last in that folder it states this
In the Name column
UpperFilters
In the Type column
REG_MULTI_SZ
In the Data column
PartMgr avgArDisk
You now have all the information that you said you would require to right and properly correct the issue of the virus AVG program that was uploaded via an update over a month ago. I say all the information you required aside from the numerous times I have sent pictorial evidence. I have previously been very descriptive and specific as regards following directions put by AVG to myself to follow as regards deleting a file. Any technician at AVG cannot fail to understand what I did as I detailed EXACTLY what occurred.
Please now send me the right and proper remedy to the AVG file that has me up at 4 am odd, pursuing AVG after being locked out of my laptop for a month and a half by a AVG file that has acted like a virus, infecting my laptop, disabling my ability to correctly log on.
Do not ask me to send a screen shot
Hi,
We would like to know if you have tried uninstalling AVG programs when you occasionally access the laptop in safe mode?
If you have tried uninstalling and received any error, please provide us the screenshot of the same to assist further.
Xmas took over being frustrated and not having a laptop to use
I detailed ages ago. This is a well recognised error. People keep in repeating, quite clearly and difinitively that they cannot get back into their computers. I said take as read that I am at the same place as them after so many efforts to erase, reboot etc.
One literally wants to scream when it seems that you and others at AVG just ignore what is said and ask people to do all the things they say, very clearly that they have done to try and get access to their computers.
Your AVG file is the problem. That is it, no amount of you ignoring that statement changes that fact.
ACTUALLY…PLEASE STOP IGNORING THAT FACT.
I want and need access to my laptop. Day one of 2020 niot having access to my laptoo has grossly adversely affected me.
I could not do a screen shot and get access to it. I took a picture and your system would not accept it, I made is small RAW and still it would not send.
I CANNOT DELETE AVG, I HAVE SAID THAT, CLEARLY.
You made this program that has messed up my laptop.
So send me a fix.
Send me a list of remedies.
PLEASE DO NOT TRY AND MAKE A SIMPLE PROCESS LONG WINDED BY ASKING ME TO DO ONE LITTLE THING, THEN ADDING ANOTHER LITTLE THING A DAY LATER, THEN ANOTHER ON A DAY AFTER THAT.
I need AVG and its way word code to be taken off my laptop so I can right and properly access my laptop, as I could before AVG code changed that.
Thank you.
Ps Please could you tell me how many times any person or entity has notified AVG of problems with the particulate AVG file avgArDisk.sys
Hi there.
I have always just clicked reply…
I have done so again.
Like I said in the last email I clicked reply to which you did not receive, just incase you do not get my reply again can you supply 1 or two alternative email addresses I could also send the attachments to as I am repeating the same process and the result keeps in not changing…
I am truly glad to see there is renewed effort to resolve my situation. You will understand that days of
- You saying click reply
- Me clicking (and clicking only) reply
- You saying you received nothing
- Repeat 1.
I have just replied to your email where you request I click reply.
Within the email I have said a few words simply saying hi and that I hope you get
the attachments.
I have added the attachments.
I clicked Reply (and nothing else)
I really really hope you have got my email and attachments. Let me know if you have please.
Thanks.
Em.
Please accept our apologies for the delay in handling your request, Em. This isn't the experience we want you to have.
Upon checking the entire thread, we see that there is a possibile conflict with the Windows update & the mentioned AVG service. The service might be removed or corrupted. Thus the system doesn't allow you to boot in normal mode. In this regard, we can attempt to remove a registry key to check if it helps. We've sent you an email including the screenshot of the registry key. Please search & find the service to delete it from registry to check if it allows you to boot the computer normally.
It is now 16:06 or 4:06 pm on 23rd January 2020.
Still no reply to my email reply to you. Your email detailed unclearly what you said might be wrong with my computer. So I sent yet another email asking you to reply.
Your senior team no less. So please can you get the senior to to clearly state what file, file names, folders, etc are missing, or not missing, where they should be and if not them, who exactly I should pursue ie the computer manufacturer, HP, or the operating system software makers, Microsoft Windows, or… Who?
You started by saying it may be… and only gave one possibility. What are the other possibilities? I ask the 'senior team', an as yet undefined team of?! People who wrote the original avgArDisk.sys code? Senior Developers at AVG? Senior PR team at AVG? Senior Website/Social Media team at AVG? Senior Customer Services team at AVG?
Please reply to my email Customer Services and Senior Team.
Thank you.
Em.
We are going in needless circles.
Send me another email address to send the files to please.
This is a much repeated request.
I am not going to repeat yet again a process and then repeat my ddetailing to AVG how I have just about managed to reply to an email!
On top of an AVG file acting like a virus and not permitting me right and proper access to my laptop as I detailed over a month ago. Images that I have quite extensively detailed for any technition to clearly understand, AVG is unable to receive via its support@ email address. I have clicked reply (and only reply) to AVG send emails repeatedly. AVG repeatedly says it has not received those replied emails. I have sent copy of the sent emails to you.
This whole process has been… beyond ridiculous.
Please do not ask me to repeat a process I have repeated time after time.
Arrange a different email address for me to send the images I have fully detailed to you. Do not give me any instructions on how to reply to an email,. Do not 'explain' what I need to do in order to reply an email or check that it has been sent.
Arrange another email address for me to send the images to that:-
1. ALLOWS ONE TO REPLY
2. ALLOWS ANY SUBJECT LINE CONTENT
2. ALLOWS ATTACHMENTS OF ANY SIZE
Thank you.
Em.
Ps I have sent the last couple of emails I sent you, to your CEO aswell and he has got them OK. You can get a copy of the attachments from him.
You apologise!?
Your update has disabled my laptop.
Lots of others and myself have detailed quite clearly the AVG file that you wrote and included is the problem. Nonethe less AVG does its utmost to deflect or ignore these facts, despite clear and absolute detailing that it is the AVG locking people across the globe out of their comouters/laptops.
Your final response is, on all levels outrageous, absolutely outrageous.
AVG installed a file on my laptop that, like a virus, has in effect disabled my LAPTOP.
AVG has completely taken away my ability to right and properly log on and have right and proper access to my laptop (not in SAFE MODE).
AVG does not create a fix or pass for the much REPORTED AVG written and created 'virus', however AVG does decide that it is OK to put the blame and responsibility to rectify the AVG 'virus' is to require me to consult my laptop system manufacturer!!!
AVG wrote the code/file/'virus' that had locked me and ??? how many other people out of their laptops/computers.
Shame on YOU AVG for trying to obfuscate.
Shame on you AVG for creating this 'virus' then primarily denying any knoedge if it (it has your name in the title!!!).
Shame in you for not fixing, patching up, rectifying YOUR ERROR.
Shame on you in trying to pass the buck to completely unrelated entities.
Simply put #ShameOnYouAVG
Hi there.
I replied to your email with the screen shot photos and got immediate reply that my email could not in effect be processed. I think there has been a glitch somewhere however it was also a noreply@ email address at AVG, so that may be a reason my last email reply was not recognised. A solution would be sending me a couple email address within the company to send these images to, as that is three times I have sent them and they have not been received to the email address I replied to. The screen shot pictures only showed that the folder not deleting, exactly as I detailed. If ithe pictures help, please be my guest and send me working email addresses to send those screen shots pics to again.
I will get shots of the registry folder you requested as well.
Thanks
Em
Ps the automated email reply read
This is an automatic reply - please do not reply to this mail.
If you are receiving this message after replying to an AVG email, we were not able to identify your email properly. Please reply to the original AVG email without editing the subject line so that we can process your request.
If you still need assistance, please visit AVG Support Center at www.avg.com/support or, in case you are a business customer, directly at http://www.avg.com/customer-support-business.
Your AVG Team
Pps there is no data value "PartMgr aswArdisk" on my computer.
- In the Registry Editor I used EDIT > FIND
- I checked/ticked the Data box in THE LOOK AT: section
- I entered "PartMgr aswArdisk" in the FIND WHAT: section
- I got a pop up menu that said "Finished searching through the registry"
- PartMgr aswArdisk was not found
- Hence me me detailing PartMgr avgArDisk
I have had no reply.
I'm sorry we haven't received any email from you yet. We have sent an email to your yahoo account, please reply to that email with the necessary information and also check in "Sent" folder on your mailbox if the email was properly sent to AVG.
Thank you for the detailed information.
I have sent another email and request you to send the screenshots through it.
Click on "reply" to the email that I have sent and attach the screenshots, then click on send.
By doing this, we should definitely get the email delivered.
The undelivered message will usually, if you try to forward/send the email to support@avg.com ID directly.
Awaiting your email reply!
Please accept our apologies for the inconvenience caused, Em. From your message, it is obvious that you're upset.
We're sorry for not making it clear in the previous post. Our colleague has suggested to check whether a local technician or system manufacturer is able to remove the requested service.
However, if you re-consider, we can attempt to proceed further with removing the service as requested earlier.
Unfortunately, the email with the screenshots which you've sent didn't arrive at our end. Would you be so kind to attempt to resend it to us by replying to the email that we've sent you currently?
Also, the mentioned path in the screenshot which we've sent you might vary on your computer. Hence, we may need to check for the Upper filter service that has the data value as PartMgr aswArdisk. It would be helpful for us to help pointing you in the right direction, if we receive the snapshot of the registry editior (after navigating to Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet).
Once again, we apologize for the inconvenience caused.
Dinesh,
Thank you very much for your reply.
I do indeed urgently need to get access to my laptop again.
"You need to navigate to the below mentioned path in screenshot & attempt to delete it.
Note : Please export the registry values once before proceeding. ( Type regedit in runline command & hit enter - Once opened, click on File & then export)."
Are the instructions you ask me to follow.
I take it the second bit "Note: Please export…" is meant to be done first!?
Please take that as a rhetorical question not to be answered :-)
Dinesh please can I as for the following :-
1) A screenshot (grab) from when the SAFE MODE screen appears.
2) That means a screenshot (grab) of EVERY subsequent screen, till I have done all the required actions, changes, etc. So that is EVERY screenshot (grab) that comes up through this process. Please be clear by way of arrow and highlighting when I have to click some where or change some info. Please be CLEAR and EXACT in what you require me to do on each screenshot (grab) and if any text is is to be input (ie I enter a character or characters) please say
Type in "
then add whatever character/s you want me to enter then end with
"
ie Type in "These ex@ct characters p1ea3e"
That way there is ABSOLUTE clarity.
Those two very simple steps applied should make it childs play to rectify this problem. Please start at the beginning and be sequential in all screenshot (grabs) and instructions, so there is absolutely no going back and forth ie telling me half way through I need to have done x y and z first!?
I look forward to hearing back from you.
Thank you.
Em
It is now 16:06 or 4:06 pm on 23rd January 2020.
Still no reply to my email reply to you. Your email detailed unclearly what you said might be wrong with my computer. So I sent yet another email asking you to reply.
Your senior team no less. So please can you get the senior to to clearly state what file, file names, folders, etc are missing, or not missing, where they should be and if not them, who exactly I should pursue ie the computer manufacturer, HP, or the operating system software makers, Microsoft Windows, or… Who?
You started by saying it may be… and only gave one possibility. What are the other possibilities? I ask the 'senior team', an as yet undefined team of?! People who wrote the original avgArDisk.sys code? Senior Developers at AVG? Senior PR team at AVG? Senior Website/Social Media team at AVG? Senior Customer Services team at AVG?
Please reply to my email Customer Services and Senior Team.
Thank you.
Em.