I stopped the renewl of this service on my own thanks.
I have taken my business elsewhere.
This is not a satisfactory service for paying customers
You failed to fix this problem.for months
I was given conflicting advice from your engineers.
You admitted to having a bug in your software but only when you were pushed.
I've often recommended your product to others but can not do so any more.
I sent a complaint about your performance to your management who did not have the decency to respond.
Good bye.
Hello Bala,
Sorry for the delay in responding. I've been away.
What you are telling me to do is contrary to what your advisors above have told me. i.e. you need to access my computer. You need to refer back to those technicians.
How do you expect me to find something that your own program will not find or do properly?
Ive done deep scans of the outlook program and the outlook database. and find nothing.
I am still getting the Locky message coming up occasionally. Your program is obviously incapable of doing the job properly,
I repeat my previous request for a refund of my subscription from the day I reported this problem to you.
You have failed to provide the service that I paid for. I've reached th end of my patience and confidence in your product.
Hi Peter,
My name is Jan and I'm responsible for support provided here. Firstly, I'd like to assure you that we are not trying to hide any problems and I'm really sorry to see you think that. We have offered another remote session to you in a good will and with expectation to learn more about the issue and collect additional information as quickly as possible.
The new AVG 2017 behaves differently from what you might have been used to from previous versions. One of those things is the fact that AVG blocks infected downloaded form the internet (including e-mails) before it's saved to the computer hence it's not available in the Quarantine. In regards to that, we have an unfortunate bug in the pop-up message stating the opposite. Developers are aware of this and are working on the overall changes in the product messaging to fix that. Unfortunately I don't have any time frame to share with you.
In cases when AVG is detecting the same file multiple times, it's recommended to remove detected message from your mailbox. If you know that the file is clean and it's falsely detected the report it at False Positive File Form so we can fix the false positive detection.
I've also noted and passed your feedback about how you'd like to see our e-mail scanner to work to the relevant team.
Hello Pete/Keith,
I apologize for the delay in responding to you, In this case, I request you to submit a sample for the detected file (https://secure.avg.com/submit-sample), it will reach to our concern team. They will look into this and they will fix the issue soon.
Best regards,
Alok.
Hello Bala,
Sorry for the delay in responding. I've been away.
What you are telling me to do is contrary to what your advisors above have told me. i.e. you need to access my computer. You need to refer back to those technicians.
How do you expect me to find something that your own program will not find or do properly?
Ive done deep scans of the outlook program and the outlook database. and find nothing.
I am still getting the Locky message coming up occasionally. Your program is obviously incapable of doing the job properly,
I repeat my previous request for a refund of my subscription from the day I reported this problem to you.
You have failed to provide the service that I paid for. I've reached th end of my patience and confidence in your product.
Hi Peter,
My name is Jan and I'm responsible for support provided here. Firstly, I'd like to assure you that we are not trying to hide any problems and I'm really sorry to see you think that. We have offered another remote session to you in a good will and with expectation to learn more about the issue and collect additional information as quickly as possible.
The new AVG 2017 behaves differently from what you might have been used to from previous versions. One of those things is the fact that AVG blocks infected downloaded form the internet (including e-mails) before it's saved to the computer hence it's not available in the Quarantine. In regards to that, we have an unfortunate bug in the pop-up message stating the opposite. Developers are aware of this and are working on the overall changes in the product messaging to fix that. Unfortunately I don't have any time frame to share with you.
In cases when AVG is detecting the same file multiple times, it's recommended to remove detected message from your mailbox. If you know that the file is clean and it's falsely detected the report it at False Positive File Form so we can fix the false positive detection.
I've also noted and passed your feedback about how you'd like to see our e-mail scanner to work to the relevant team.
Abirami,
I don't know whether you have noticed but this problem is not just happening on my system. I DO NOT want a solution that just masks the effect on my computer and I fear that this is what you will do. A global solution is required to correct this error so that it does not happen on anyones system. You have already searched my computer twice and as I said to you before, this has been significantly costly in my time.When I'm working for you I am not earning myself. If the problem needed a senior team member to look then this should have happened on the second trawl through my bog standard Win10 and Microsoft Outlook system.
Peter
I am now encountering the same issue. Both with Outlook.exe (2016) as well as Microsoft OneDrive. Bogus. Scans clean.
Was there a fix for this yet?
K
Update:
Seems not to be sorted as the threat came up again today on my machine.
This time it didn't pop up when I started Outlook it just popped up randomly.
Still nothing logged in quarntine. Full scan revealed nothing.
I'll contact support again.
Peter, You are not alone…
[1] (https://support.avg.com/answers?id=906b0000000DlN9AAK)
[2] (https://support.avg.com/answers?id=906b0000000DfLdAAK)
AVG Guru
Message to AVG Help
Each time I start Microsoft Outlook I get a Message:
Threat secured
We've safely locked this file in your quarantine.
JS:LockyDownloader (Trj)
in …500019|DeliveryDetails\DeliveryDetails.js
…86)\Microsoft Office\Office12\OUTLOOK,EXE.
There is never anything in the quarantine and a full scan reveals nothing.
Seems to have started after latest AVG version update was installed.
I have Paid version AVG Ultimate with all updates applied.
AVG Internet Security
Version 17.3.3011
Virus definitions version 170502-2
What do I do?
Thanks
Peter
Hello Jan,
Thank you for that explanation. You can see from the threads how long this has been going on and has been reported by a number of people. Had we been told that you knew there was a bug in your program and about the program change on handling emails much of the suspicion of what was being done could have been avoided.
On each of the other times I allowed access to my computer it was going to be cured then and it wasn't. At no time did the technicians inform me what was done by them on my computer. Not good.
Now that you have given me assurances I will allow you to examine my computer again. However, I no longer have the email with the link and passkey to establish a connection so it will need to be sent to me again.
After the examination I wish to be informed exactly what has been done so please ensure that the technician knows that.
Peter
Peter, You are not alone…
[1] (https://support.avg.com/answers?id=906b0000000DlN9AAK)
[2] (https://support.avg.com/answers?id=906b0000000DfLdAAK)
AVG Guru
Also other user Keith Clark posting (https://support.avg.com/answers?id=906b0000000DlN9AAK).
AVG Guru
Hello Peter,
We apologize if an AVG product did not meet your expectations. Our main goal is to keep our customers happy.
AVG carefully monitors the quality of our products and the service we provide, therefore all feedback from our customers is important to us.
I request you to submit the feedback using this link: http://www.avg.com/product-feedback .
Thank you.
This has been going on months
I've given you full access to my computer on 2 occasions.and cost me a lot of wasted time
I directed your engineer to the outlook file and you have taken a number of other files from my computer.
The file identified hasn't changed since you had it. A deep scan of the outlook exe file says no threat detected.
I still (only occasionally) keep getting the Threat secured notice but there's never anything in the vault.
Putting the file in exceptions just masks the problem YOU have.
Confidence in your product and your inability to solve this problem is failing
Have you spoken to Microsoft about this?
Peter
Alok,
That is not acceptable.Please comply with all of my requests or arrange a refund to my subscription from tthe date of my first report on this issue to the end date of my subscriptiom.
Peter
Abirami,
I don't know whether you have noticed but this problem is not just happening on my system. I DO NOT want a solution that just masks the effect on my computer and I fear that this is what you will do. A global solution is required to correct this error so that it does not happen on anyones system. You have already searched my computer twice and as I said to you before, this has been significantly costly in my time.When I'm working for you I am not earning myself. If the problem needed a senior team member to look then this should have happened on the second trawl through my bog standard Win10 and Microsoft Outlook system.
Peter
Avinash
You seem to have confirmed what I suspected. The problem is being masked and may also be masking other emails.
I suspect also that this email blocking you referred to above as the solution may have been done on your second examination of my computer. Much of the spam which may have contained a virus which I had filtered out using outlook rules suddenly stopped appearing in my deleted items folders where my outlook rules sent them.
When suspicious emails arrive they should end up in the virus vault and they are not ending up there.
It's one way that users know that emails containg a virus are being detected by your system.
For me to proceed further and allow you to take control of my system againI requre the following:
1. A report on what was done on the first and second trawls though my system.
2. The level 3 experts must be made aware of all postings in this thead.and confirm that they have seen them.
3. This confirmation should be sent along with a new request to examine my system with and contain an assurance that anything done wrongly by the first and second trawl throu my system will be put right.
4. An assurance that there will be no masking of the problem and that every email suspected of containg a virus will end up in the virus vault.
I am using this open reporting communication so that other AVG users who have also reported the same problem to you are aware of what is being done.
I look forward to your response.
Peter
Hello Peter,
I have forwarded this to concern team for getting suggestion.
Please keep checking the post to know about the status.
Your patience is much appreciated.