Can't remove threats/virus!

Viruses & Threats
11

Hello Madison,
I apologize for the delay in responding to you, However, this is a known issue and we are working on a fix. We will contact you once the issue is resolved. However, you can remove detected files (go to the files location) manually or you can delete the file by rebuilding Spotlight Index ( https://support.apple.com/en-us/HT201716 ).
Best regards,
Alok.

5

Thank you for providing the screenshot.
We request you to provide us the log files so that we can escalate the case to senior team.

To collect Mac AVG log files:
Click Finder icon in DOCK.
Select “GO” option from the menu bar and select “Library” option from dropdown list.
After getting into Library location, we should be able to see the logs.
System logs: /Library/Logs/DiagnosticReports
User logs: ~/Library/Logs/DiagnosticReports
AVG System logs: /Library/Logs/com.avg.Antivirus
AVG User logs: ~/Library/Logs/com.avg.Antivirus

Alternative option:
Go to “Go > Go to Folder…” (Shift+cmd+G) option

9

Hi Madison,
I understand your concern and In this case Please kindly provide the screenshot for the virus affected in your Mac to assist you better.
Thank you.

10

Can someone please follow up on this?

1

Hello,

I have spoken to your service lines and they recommend I ask for help on here.  
I have 2 threats/viruses on my computer that AVG "cannot delete". I have searched for them on my computer and can't find them to delete manually, I have also uninstalled and reinstalled AVG antivirus - still no luck. 

Please could you be of assistance? I am using a MacBook Air Version 10.9.5. 

Thank you.
2

Can someone please follow up on this?

7

You can post it here or we have sent an email to you now.
Please check for the email and send us the file through it.

4

User-added image

Thank you Sarath! Please help!

8

Hello Madison,
I apologize for the delay in responding to you, However, this is a known issue and we are working on a fix. We will contact you once the issue is resolved. However, you can remove detected files (go to the files location) manually or you can delete the file by rebuilding Spotlight Index ( https://support.apple.com/en-us/HT201716 ).
Best regards,
Alok.

3

How do I get this file to you? Is there an email?

6

Hi Madison,
I understand your concern and In this case Please kindly provide the screenshot for the virus affected in your Mac to assist you better.
Thank you.