Andy, I really appreciate your effort in trying to resolve this issue.
It seems you have not yet used AVG Clear tool, I request you to run AVG Clear tool at first/select AVG Zen box and click clear. Reboot your computer once and follow the instruction to download/install AVG Free Antivirus.
Best regards,
Alok.
Sorry for the confusion, what I meant was of all the avg files selected to delete only two were "un-deletable" as they were being used by Windows explorer.
The instruction I was given with the avg clear tool was to Not run in safe mode, so I did not run in safe mode, do you want me to try this now?
I do not have an installation disc to restore Windows programs as I don't think they have been supplied since the days of Windows 95 and my re-writeable recovery disc I had made was destroyed by the virus as it was my first step in attempting to repair my pc.
Have you really not had other people who have encountered this virus that made a hole in my avg and ate half my operating system?
WTF ?
I clicked on the link and its about changing settings on a Windows 10 PC I have Windows 7 as you are well aware… it then goes on about changing this DNS which I don't have a clue about as I am not a computer engineer…
…you better sort this in laymans terms or I guess avg have totally screwed me as well as my pc!
Hello Andy,
Sorry for the delay in response.
Please follow the steps as mentioned in this link: https://goo.gl/Umj39 to update Google DNS of your Windows 7 PC.
Perform SFC scan as informed earlier and then update the Google DNS.
Keep us informed about the status.
Hi Balasubramanian,
The link says
"Caution: We recommend that only users who are proficient with configuring operating system settings make these changes."
and as I have said previously that describes me, I'm no computer expert and dont want to make my Laptop worse than it already is after the virus
Hello Abirami, may I ask did you have the same training as Aishwarya? It just seems that neither of you can be bothered to read the whole of the issue to see EXACTLY how much I have tried to install the antivirus and to connect to your experts!!
PLEASE READ FULLY !
After I was unable to connect to your "experts" with the HTML thing with avg supervisor Madhan and I requested avg to explain what he meant by needing new DNS setting from my ISP which NO-ONE at avg has answered I tried to use this HTML thing in SAFE MODE, of course that did not work either !!
I think avg need to email me whatever is in the download so I can connect to the avg "experts" if they do exist and STOP going round and round in circles !!!
Hello again avg gurus
A very disapointing day
Telephoned 01163 668 542 and spoke to Aditya who told me I needed to
phone back when the American experts were online…
I Telephoned again during that window and spoke to Aishwarya who
disappeared to read the case notes but obviously didn't. she told me to
connect in exactly the same way I had already. She then suggested try
google chrome browser, that failed exactly the same! She then said I
would need to pay avg to get this fixed!! She said I should have paid
for my avg then I would not have got the virus, I told her the previous
avg experts say its not a virus its a fault with the avg antivirus and
as I was going around and around in circles with her I aske to speak to
her supervisor.
I spoke with Madhan, he had actually read the notes and attempted to try
get me connected via a HTML thing. Unfortunately this would not connect
either. (See snip) Madhan told me I needed to contact my ISP to get some
new DNS setting, I do not understand this, can you please advise me
exactly why this avg page is just about the only one I cannot connect to
on the internet???
Andy,
In this case, please reboot your PC in safe mode with Networking http://support.avg.com/SupportArticleView?urlname=How-to-reboot-your-computer-into-Safe-Mode and then try to get connected with the remote team.
Thank you for updating the status.
Share the (screenshot) of the message "reader_sl.exe - Bad image C:\Windows\system32\dwrite.dll" to assist further.
For screenshot, refer this article: http://avgread.me/1aZxsAV .
AVG headquarters is located in Netherlands.
Hence, you would notice the file or folder named as "AVG Netherlands".
Hello Andy,
I understand this must be upsetting.
I am not sure of the exact reason for this issue but it is not related the version that you have installed.
May I know the operating system of your PC?
Have you tried using AVG removal and Clear tool as mentioned (here) to remove AVG traces?