Lars,
Thank you for waiting, you can share the reports starting with "com.avg" are sufficient.
Below is the difference between ~Library/ and Library/ .
The /Library/ contains user data and ~/Library/ is for system data (other way is to open /System/Library/…)
To access ~/Library please follow below steps:
Use “Go To Folder” and Open ~/Library/ Directly. All you need to do is hit Command+Shift+G from the Mac desktop (or Finder > Go > Go to Folder) and type in ~/Library to temporarily access the Library directory in the Finder. When you are done, close this window and it will no longer be visible.
Provide us with the required logs to escalate it.
Did anyone find the issue of Lars? I have the same issue like Lars. But my problem seems to be AVG takes too long and clogging the system resources making the system overheat and reboot, thus incomplete DEEP SCAN. I have had the issues more than 3 times in the past year and never got a successful DEEP SCAN. And for me, for some reason, the DEEP SCAN always ending at 36% and then overheat and reboot. I have Macbook Pro running on OS X 10.13.6.
Hello Lars,
I understand the inconvenience caused. Please share a screenshot of your AVG Antivirus user interface to assist you further.
You can post the screenshot here on your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.
Best regards,
Alok.
Hi !
I have now uninstalled the AVG AntiVirus, turned off and restarted the iMac and reinstalled the AVG AntiVirus (as recommended) => but no change ! The display still state (after that I had run a deep scan) that there's never been a deep scan performed. I therefore assume that the deep scan is not performing as it shall …
What's next step ?
// L
Hi !
Thanks for info.
Can you describe (for a non savvy IT user) what I need to do to provide you with the files ? I try to copy the files to this communication tool (as an answer) but it does not work. I try to upload them but the system does only take JPEG, gif or some other file format … so that did not work either. It seems as if I can share the files via email, but if so: to what email address ?
// Regards Lars.
Hi !
Thanks for info.
Can you describe (for a non savvy IT user) what I need to do to provide you with the files ? I try to copy the files to this communication tool (as an answer) but it does not work. I try to upload them but the system does only take JPEG, gif or some other file format … so that did not work either. It seems as if I can share the files via email, but if so: to what email address ?
// Regards Lars.
Hi !
I have been on vacation during the summer and have not had access to the fixed computer where I have the AVG installed (and therefore not been able to provide the details requested). I’m now back in Tokyo for a week and hope to address this problem. The previous described problem remains … resulting in that the info presented about when I did the last deep scan is several months old. When I do a deep scan, the information about “last update” is stated to be “5 months ago”. I’m therefore not sure if the scan is actually performed … or if the presented info about the last scan is not updated.
The current AVG version installed is 18.3 (virus definition 18082604), updated as of Aug 27.
AVG is installed … but I very much doubt that "everything works fine” since the information about the last scan in not reacting upon the scans performed (or not performed).
Please suggest what I need to do to correct this glitch … reinstall, adjust settings or something else ?
// Regards Lars.
Hi !
I have an iMac and AVG installed on this since 3 months. Have initiated Deep Scans several times and it has been going for a couple of hours each time (in the background). Once the Deep Scan is finished, the information notice on the lower left hand side on the AVG screen is though still showing that no Deep Scan has been performed the last 2 months. Anyone that know why this is ... and what I need to do in order for the Deep Scan to be performed ?
// Lars
The issue will get fixed if you reinstall AVG Antivirus. Please uninstall and reinstall AVG Antivirus for Mac and check if it helps.
Sam, we will check this for you.
Please let me know the version of AVG installed on your Mac computer.
Have you installed AVG and checked if everything works fine?
Lars,
I appreciate your efforts. I have sent an email to collect the diagnostic information regarding the issue. Please follow the email instruction and reply with required data. This will help us to escalate to senior team and they will contact you with a resolution as soon as possible.
I have been on vacation during the summer and have not had access to the fixed computer where I have the AVG installed (and therefore not been able to provide the details requested). I’m now back in Tokyo for a week and hope to address this problem. The previous described problem remains … resulting in that the info presented about when I did the last deep scan is several months old. When I do a deep scan, the information about “last update” is stated to be “5 months ago”. I’m therefore not sure if the scan is actually performed … or if the presented info about the last scan is not updated.
The current AVG version installed is 18.3 (virus definition 18082604), updated as of Aug 27.
AVG is installed … but I very much doubt that "everything works fine” since the information about the last scan in not reacting upon the scans performed (or not performed).
Please suggest what I need to do to correct this glitch … reinstall, adjust settings or something else ?
// Regards Lars.
Lars,
Thank you for waiting, you can share the reports starting with "com.avg" are sufficient.
Below is the difference between ~Library/ and Library/ .
The /Library/ contains user data and ~/Library/ is for system data (other way is to open /System/Library/…)
To access ~/Library please follow below steps:
Use “Go To Folder” and Open ~/Library/ Directly. All you need to do is hit Command+Shift+G from the Mac desktop (or Finder > Go > Go to Folder) and type in ~/Library to temporarily access the Library directory in the Finder. When you are done, close this window and it will no longer be visible.
Provide us with the required logs to escalate it.
Did anyone find the issue of Lars? I have the same issue like Lars. But my problem seems to be AVG takes too long and clogging the system resources making the system overheat and reboot, thus incomplete DEEP SCAN. I have had the issues more than 3 times in the past year and never got a successful DEEP SCAN. And for me, for some reason, the DEEP SCAN always ending at 36% and then overheat and reboot. I have Macbook Pro running on OS X 10.13.6.
Hi !
I have now uninstalled the AVG AntiVirus, turned off and restarted the iMac and reinstalled the AVG AntiVirus (as recommended) => but no change ! The display still state (after that I had run a deep scan) that there's never been a deep scan performed. I therefore assume that the deep scan is not performing as it shall …
What's next step ?
// L
Not sure if that worked … since I can't see the screen shots myself.
Hello Lars,
I understand the inconvenience caused. Please share a screenshot of your AVG Antivirus user interface to assist you further.
You can post the screenshot here on your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.
Best regards,
Alok.
Thanks for the effort of helping me !
... though, when sending instructions, I strongly suggest you to assume that the reveiver is not as familiar to the procedures as your technical support personel is ... and therefore suggest that you are a bit extra detailed when guiding what to do.
This is what I've got:
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
The first 3 rows are OK but when opening the /Library/Logs/DioagnosticReports I can see about 100 reports. Whis ones do you want ? All ... or just those related to AVG ? How do I know which ones that is relevant to you ? Once found: what do I do then ? Open the file and copy the text ... or copy the file and attach to my email back to you ? What is the difference between ~Library/... and Library/ ? Where do I find the ~Library/... ? etc.
As a normal 'basic' user, I'm not into this kind of IT depth ... so I would appreciate a bit more instructions ?
// Lars.
Apprerciate your patience in the meantime.