Hello Ian,
We apologize for the delay in response.
We see that your case has been under investigation from our senior team.
Can you provide us the screenshot of the error again in order examine the issue?
Ian,
Thank you for the screenshots. Always use the following link:
https://support.avg.com/answers#!/feedtype=RECENT_REPLY&dc=All&criteria=ALLQUESTIONS to see your own topic. Log in using your email address & password, click on "My posts pending review" to see your thread.
I have checked this from my end and it is working properly.
Regarding the threat notification issue, let me know the version of AVG you have installed.
AVG detected the temp folder, have you cleared your tempt files and checked with the issue?
Hello Priyanga,
Just been through part of your offer after downloading and running the connection program and allowing UAC.
Having sat then watching a flashing Egg Timer for 30 minutes which I guess was to tell me i was connected I exited the connection/support.
So…
Now, I have had enough for today and assuming that even though I am currently in Morocco, at 16:00 tomorrow I will try again when I should connect with hopefully with the UK Support Team?
Good night and Thanks for trying
Hello,
Having sent you the further information you requested using your FTP 'process' which did not advise whether the requested information had in fact 'made the trip' I have not received any further information from you on this matter and wondered if you have in fact given up?
Maybe, hopefully you can get back to me and let me know please?
Thanks
Ian,
Thank you for the screenshots. Always use the following link:
https://support.avg.com/answers#!/feedtype=RECENT_REPLY&dc=All&criteria=ALLQUESTIONS to see your own topic. Log in using your email address & password, click on "My posts pending review" to see your thread.
I have checked this from my end and it is working properly.
Regarding the threat notification issue, let me know the version of AVG you have installed.
AVG detected the temp folder, have you cleared your tempt files and checked with the issue?
Hello Ian,
Thank you for confirmg.
We have just sent you an e-mail with instructions to collect the diagnostic information from your PC. This will help us to analyse and rectify the error further.
Please follow the steps and collect the log files.
Thank you.
We have requested you to connect to our senior team through the email, which has been sent to you today.
Our senior team will provide you a necessary solution for the exception feature.
As we already mentioned, we have received your logs which has been sent yesterday.
Hello Ranjani,
Thanks for the 'pointer' to get through the maze! It worked quicker this time.
Version of AVG is (Hopefully!) on the attached screenshot.
The program is only located in the temp folder while it is running, it then self deletes as it is no longer required, so the temp folder is clear.
But…from a logical point of view if the Exception 'Rule' points to the temp folder then when the program is inserted, opens and runs AVG should as per the Exception Rule 'ignore' it?
Whereas every time it 'runs' I get the 'BUG Found' message.
Hi Ian,
We realize the situation and appreciate your efforts.
We've also checked your conversation with us through e-mails and would like to offer you a free remote support to continue further.
Our senior technician will work very hard in order to get this resolved for you as soon as possible.
Please follow the steps as mentioned in the e-mail and get connected with them. If the e-mail is not found in your inbox, do check your spam/junk folders.
Thank you.
I raised this 'Topic' some time ago as well as sending off the 'alleged' Malware Files for examination but sadly nothing happened in terms of no reply/response concerning the sent files while no one could tell me why the Exception 'Rule' did not work!
So here we go again after a NEW Program Update has been installed the Exception Rule still doesn't work as I just updated 2 devices that I have linked to a GPS Forum and once again AVG tells me when updating the first item that I have a Malware Virus and moves the offending file to Quarantine!
So I select 'Restore and create an Exception' .
Now I would have expected the Exception NOT to have appeared again when updating my second device? WRONG!!!
Up pops the VIRUS Window with the message and into Quarantine goes the file!
So I go through the Exception request again with very little confidence that it will work when requested next time, while I also once again submitted the same file twice for analysis, but as they were previously submitted I also don't have much confidence of getting an answer before hell freezes over.
Sorry folks, not at all impressed with the 'performance' of this product so it looks like I will once again be reverting to STOPPING both File and Behaviour Shield features.
Hello Priyanga.
I think somewhere on this planet someone stopped the clock and they all went home, as I just tried again at 09:30 and go the following message:
By the way the App only works once, you have to go back to the website and download it again for another try, but as there were no Tech's available I didn't get that far this time.
Ranjani (Customer Support) replied to your question at 3:22 PM on 1/15/2019.
Sorry for the confusions, Ian. Please ignore the previous response.
The screenshot confirms that you have uploaded the requested files in our FTP server. However, we receive more logs from other users and we can't identify which is yours (since the name has been renamed as requested). That's why Santhosh asked the name of uploaded file to proceed further.
Gentlemen!
You begger belief you really do!
In the above AVG ‘Upload a file to our FTP server’ picture copied from YOUR ‘Process’ and submitted to you with my previous reply which I was initially pointed to in a previous email from someone called Anonymous in your Support Team, I followed the instructions, especially under ‘Manually’ and the square GREEN ‘Point 1’ which makes a request to:
“Rename the file to the AVG # number assigned to you or your email address”
So as there were TWO Files one that got the AVG # Number and the other one my email address.
If you cannot find them under those titles, then the AVG Upload process like everything else that is going on lately FAILED.
However as you appear to be having 'problems' reading the AVG Case Number, under the Heading "Give us a Clue" it starts with '07'
I wait to hear from you
Hello Priyanga,
Just been through part of your offer after downloading and running the connection program and allowing UAC.
Having sat then watching a flashing Egg Timer for 30 minutes which I guess was to tell me i was connected I exited the connection/support.
So…
Now, I have had enough for today and assuming that even though I am currently in Morocco, at 16:00 tomorrow I will try again when I should connect with hopefully with the UK Support Team?
Good night and Thanks for trying
No problem, Ian.
You can contact us anytime using the instructions in the e-mail we sent. As we are located globally and work around the clock, a technician (from any location) will handle the session and resolve the issue.
Thank you.
Ian, I will explain your clearly.
The first email sent by Priyanga is to get connected with our level 1 remote technician. Whereas, the time frame provided by Balasubramanian is to get connected with our senior technicians.
Yes, our level 1 technicians are available 24/7, I have sent you an email to get connected with our remote technicians and they help you in uploading the files to FTP.
Ian, it looks like you have tried connecting to our level two technicians who will be available from:
US Eastern Time: 11 AM - 8 PM
US Pacific Time: 8 AM - 5 PM
AU Eastern time: 1 AM - 10 AM
UK time: 4 PM - 1 AM.
We request you to get connected with them at the specified time to get further assistance.
Santhosh,
Well AVG really are a piece of work as the 'Process' defined for this action by AVG which also provides the File Names 'REQUESTED' it seems is either Unknown or Not being followed?
The following message was received from somone called 'Anonymous' on 11/01/2019 at 11:43
"Thank you for writing back to us.
Could you please attach the ActivateUpdater.exe file, so that we can analyze the file and assist you further in resolving the issue.
You can upload the file in our FTP server using the below article: Upload a file to our FTP server
Link will not identify, so here it is in longhand:
| AVG
We will analyze the received files and provide you with further information. When you respond to this email with FTP file name, please do not change the email subject. This will help us reply to you without delay."
The requirements as defined in Point 1 of the Upload Process were followed as 2 files were sent, one with the AVG Reference Number and the other with my email address.
So…
With respect:
I trust with the following information and the AVG 'Process' explained the light at the end of the tunnel is now shining brightly and you can find what you require?
Regards
Thank you for submitting the files.
This will be analysed by our senior team and contact you via email with the necessary information.
Oops!
Forgot to say that the error was still there after the update was installed.