Lost Desktop Files & Folders

Hi Martin,

We understand your concern…

We will help you to resolve the issue.

Did you lose the files after the update?

Could you mention the files which was lost?

Have  you tried any troubleshooting steps before contacting us?

Keep us posted.

Is this a localised issue or global? I've been advised that a 'fix issue' will soon be released but will this rectify and restore my lost desktop files & folders? 

In the case of such uncertainty, should I use the Windows Restore Point (which will lose me 10 days of files) in case my WRP updates & becomes a more recent date?

I am sure the irony is not lost that the very people you subscribe & pay have lost the very documents they are obligated to protect.

Additionally, when I open Ransomware Protection on the AVG desktop app I can see that there are folders which seems unfamiliar to me... "C:\USERS\DEFAULT.MIGRATED\DESKTOP" and "/DOCUMENTS" but I cannot locate these anywhere on my computer. Please help, these documents are very impotant to me for my work?! Thank you

Hi Santhosh, many thanks for replying. 

Yes, a new version update occurred automatically at about 9pm BST on 9th June. Subsequently all of my desktop files appear to have been lost, they remain on the desktop but are inaccessible; "Windows cannot find 'C:\users\martin\desktop…'. Make sure you've typed the name correctly and try again". I am also unable to open excel/word documents from the start menu. 

I have noticed that some of the folders have been walled off under AVG's "ransomware protection" but even when I have un-protected the selected folders they are still not available on the desktop. 

I was informed by one of your colleagues yesterday that the new version update had a bug and that a "fix" was to be issued shortly. Is that the case and will it restore my important desktop files & folders?

Thanks,
Martin

Martin, we're glad to inform that the fix for the bug in AVG TuneUp has been released.
We'd request you to uninstall and reinstall AVG TuneUp to fix the issues. Regarding the folders in Ransomware protection, they are encrypted folders which are hidden. They are by default protected by Ransomware protection component.

Hi Martin,

We understand your concern…

We will help you to resolve the issue.

Did you lose the files after the update?

Could you mention the files which was lost?

Have  you tried any troubleshooting steps before contacting us?

Keep us posted.