I never heard back from AVG on their analysis of the files I submitted. I believe these are false detections. At the customer care suggestion, I uninstalled and re-installed AVG Security Internet, then rebooted my computer – but that didn't resolve the issue. The product is unusable.
I just tried reporting a false positive for phishing on the AVG site
False Positive File Form
I did exactly what that page asked, copied the alert ID but AVG says this:
Entered alert id is too long
So I cannot report the false positive - how are we supposed to do this when the popup alert box ID cannot be entered?
I never heard back from AVG on their analysis of the files I submitted. I believe these are false detections. At the customer care suggestion, I uninstalled and re-installed AVG Security Internet, then rebooted my computer – but that didn't resolve the issue. The product is unusable.
FWIW 23 December 2024 AVG pulled a PDF of an academic paper I downloaed in 2017 out of my Drop Box folder and tossed it in Quanrentine claiming infection with threat PDF:MalwareX-gen [Trjl]. I thought that's odd, it's been on my computer for seven years, now it's flagged. Googled the title and found the paper on an academic journal website and also SSRN. Tried to download, both times blocked due to threat PDF:MalwareX-gen [Trj]. Pulled the original out of Quarantine and per AVG customer service's suggestion above uploaded it to https://www.virustotal.com. The result was, No Vendor identifes the file as infected. So it does seem that the problem Jennifer raised at the start of this thread is unresolved. TBH I'm using the free version so can't complain, AVG is doing a public service making it available, but the occassional false positive is why I haven't subscribed to their service.
I have been unable to print pdfs from my tax software - they are quarantined for a supposed Trojan horse malware. As mentioned above, when I run the scan, no malware or virus is found. I submitted the issue yesterday with no answer yet. So I telephoned Avast support and a technician logged onto my computer and was unable to remedy the situation. He copied some files and said he would send them up the chain for futher scrutiny, advising it would be a few days before I would hear back. In the meanwhile he said I would need to turn off the file shield in order to print. I am in the process of seeing if other programs are affected in a similar manner. I tried to print to a pdf from Excel and there was no issue. No problems with Word either. So it seems it's just with my ATX tax software.
I don't understand. What is the point of having you analyze quarantined files for malware/false detections if you do not tell me the outcome? Isn't that fundamental to the value of your antivirus software? How am I supposed to know whether it's okay to recover the important files that have been quarantined?
My AVG antivirus software is quarantining various pdf files, flagging them for MalwareX-gen [Trj] or PhishingX-gen [Phish]. However, when I run an advanced AVG scan, it finds no viruses or malware. Are these false detections? Based on an older community forum thread, I reset my Chrome browser to default settings. But I don't know whether that did anything or how to sort out whether it's safe to recover the important quarantined files.
I posted a ticket for customer care, but I haven't heard back. Meanwhile, I basically can't use my computer or transfer files in case they are corrupted by Malware. And I don't want it to quarantine more of them.
I'm on a Macbook Air with Sonoma 14.6.1 using up-to-date Chrome. I can provide screenshots but it doesn't seem to be posting my questions with them.
Jennifer
Thank you for writing us back.
We understand that you are not comfortable with a remote support asistance and we respect your decision.
We see that you have downloaded these files from a trusted source and want to know why AVG quarentines the file and suspect that this might be a false positive detection.
In order to confirm this detection, we request you to submit these files to our concern threat experts and they will analyze it and will get back to you via email.
Here is an article to submit the false positive request: https://www.avg.com/en-ww/report-false-positive#pc
Thank you and keep us updated.
I just tried reporting a false positive for phishing on the AVG site
False Positive File Form
I did exactly what that page asked, copied the alert ID but AVG says this:
Entered alert id is too long
So I cannot report the false positive - how are we supposed to do this when the popup alert box ID cannot be entered?
I requested a false positive analysis through my AVG smart scan portal yesterday, and I uploaded a file for analysis today during a chat with a customer care agent. I also followed their advice: uninstalling AVG Internet Security, re-installing it, and rebooting my computer. But it didn't take care of the problem. When I ran a deep scan after that, it still detects a threat from a pdf printout of a simple email. I also now have to deal with restoring from backups all the quarantined files that were deleted in the process. But first, I need to know whether these pdf files are actually a malware threat. It seems like a problem with AVG software. How long does it take AVG to analize a file given your current volume and staffing?
Hello Astro,
Thank you for contacting AVG Community Suppo
We understand that you are unable to report False Positive.
We will certainly look into this and help you.
Please create a separate AVG community post by clicking the link below and post your questions in your own post, so we will check with your AVG account and help you accordingly.
https://support.avg.com/support_ask
Thank you for your understanding.
Hello Jennifer.
Thank you for contacting AVG Community Support.
We will certainly check and help you.
To proceed further, please create a separate AVG community post by clicking the link below and post your questions in your own post, so we will check with your AVG account and help you accordingly.
https://support.avg.com/support_ask
Thank you for your understanding.
I'm having the same problem with AVG on a Dell laptop running Windows 11, using Gmail in a web browser. I often save an email as a pdf. Recently, it seems there are some emails that, when converted to pdf, cause AVG to quarantine the newly-created pdf version because "it was infected with PDF:PhishingX-gen [Phish]"
Today, using one Gmail account, about 4 out of 6 email-to-pdf files went into Quarantine. Using another Gmail account, none of the pdf conversions were quarantined.
Does anyone know anything about this error now?
Is it possible to just speak with a customer care staff, without giving them access to my computer via Support-LogMeInRescue? I am uncomfortable giving remote access control.
I want to understand why AVG is flagging trusted files and quarantining them. Instead of recovering a file from quarantine, I downloaded the trusted file from the original email when it was sent, but AVG quarantined the file this time. From speaking with the customer care team, I'm unclear whether AVG thinks the file is malware itself based on the filename or something, or whether AVG thinks the file is corrupted with malware. This is suddently happening with lots of trusted files … Are these false detections, and if so what is causing them? I already reset Chrome to default settings. Do I need to uninstall and reinstall AVG?
Hello Jennifer,
Thank you for writing us back.
We are sorry to know that you have never heard back from our team after submitting the false positive detection.
We apologize for the inconvenience and we have informed our concern team to reach you by email.
Our team will contact you at the earliest.
We respect your valuable time and request your patience.
Thank you.
I don't understand. What is the point of having you analyze quarantined files for malware/false detections if you do not tell me the outcome? Isn't that fundamental to the value of your antivirus software? How am I supposed to know whether it's okay to recover the important files that have been quarantined?
Thank you for reaching out, Jennifer.
We apologize for the inconvenience caused to you.
We certainly check and help you with the issue caused
We have sent an email to your email address offering additional help please check the email and revert us back for further help.