Deeep scan not scanning all files

AVG Performance
3

Hi Jeffrey,

We're glad to help you with the ticket status.
Upon checking our records, we see that the ticket has been already forwarded to our senior level support.
The concerned team is analysing the logs that you've uploaded to our server. Once they finished analysing, they'll write back to you via email. 
Since this process requires some time, your patience is highly appreciated. 
Thank you for your understanding in advance!

1

On about 14 Oct 2021 I asked for help because deep scan not scanning all files. On 15/10 I was offered a remote assistance which was carried out by Murugesan Muthu, I was given a case number and asked to send a screenshot of the error report which I did on 15/10, using the case number given to me. On 16/10 I heard from Thilak Raj who gave me a different case number. He asked me to submit a support file using avgsysinfo. I did this using the case number he gave me. I did Email him back to confirm that the file had been uploaded as requested. Then I heard nothing more, and on 19/10 I sent a mail to support@help.avg.com asking whether the support file had been received. I got an Email back as follows:

Dear Customer,
 
Unfortunately, your email wasn’t delivered because we can’t identify which ticket it refers to.
 
To ensure you get the support you need, try one of the following actions instead:
- Visit our Customer Support website https://support.avg.com/ for help with your AVG product, subscription, billing, or technical issue.
- Reply to the relevant email thread in your inbox to continue an ongoing conversation with Customer Support.
 
Please don’t reply to this email.
 
Thank you for understanding,
Your AVG Team
Please can one of the gentlemen I was dealing with contact me to try to sort out my problem?
Thanks, Jeffrey Sadler. (Email address removed). 
2

Hi Jeffrey,

We're glad to help you with the ticket status.
Upon checking our records, we see that the ticket has been already forwarded to our senior level support.
The concerned team is analysing the logs that you've uploaded to our server. Once they finished analysing, they'll write back to you via email. 
Since this process requires some time, your patience is highly appreciated. 
Thank you for your understanding in advance!