"Not Fully Protected" computer and web update required

AVG Protection
7

Hello David,

I will check this for you.

It seems that you have an older version of AVG installed on your computer.

The latest version is 18.6.

Please uninstall http://support.avg.com/SupportArticleView?urlname=How-to-uninstall-AVG the older version of AVG to completely remove all the traces of AVG from your computer.

Use this link http://support.avg.com/SupportArticleView?urlname=Download-and-install-AVG-Protection to install the latest version of AVG Internet Security.

If you face any difficulties, please let us know and we will assist you further.

2

We apologize for the inconvenience caused. To remove Zen we have to use our AVG clear and remover tool as zen feature is no longer available with AVG engine.

We suggest to use our AVG clear and remover tool by referring to this article to remove the old version of AVG Internet Security and its traces, then reinstall the AVG Internet Security application by following the instructions given in this article and check with the issue.

8

I don't know how it happened because neither of the options described in my previous email resulted in any change despite repeated attempts, AVG has somehow now installed and is operational!  Therefore I don't need to collect the logs you requested.  
Thanks for your help.

1

I have AVG 2015 and using windows XP.  My AVG, like many others it seems is not fully protected and will not update.  I have already tried the "Fix now" option which resulted in no change.  I them went into programs and tried "repair" and restarted my computer and still no change.

I'm having trouble pasting a screenshot here but basically the interface says:

You are not fully protected

Computer             Web                    Identity       email        firewall
update required    update required     Protected    Protected  Active



4

David, we apologize for the inconvenience caused, this is now what we expected to be the output.

We have to escalate the case to our senior team to get this issue resolved, we need to collect few AVG log files for the senior team to analyse the issue and to resolve it.

I have sent you the email instructions on how to collect those logs and to send us. Please follow the email instructions to collect those AVG log files.

5

That's great, Dave. 

We appreciate your efforts. We are here if you need further assistance. 

Have a great day!

3

Thanks for getting back to me.  I tried to uninstall AVG following the instructions which advised to uninstall other AVG products first.  I have AVG Zen so tried to remove that before AVG2015 but got the message "AVG Zen cannot be removed at this time".  I then tried to remove AVG 2015 but halfway through got this message box:

Setup error
Driver installation failed
Error code:  0xC0070643
Error message:  general internal error
Additional message:  the removal of the product failed
@AVGMSI 27046.

6

Hello David,

I will check this for you.

It seems that you have an older version of AVG installed on your computer.

The latest version is 18.6.

Please uninstall http://support.avg.com/SupportArticleView?urlname=How-to-uninstall-AVG the older version of AVG to completely remove all the traces of AVG from your computer.

Use this link http://support.avg.com/SupportArticleView?urlname=Download-and-install-AVG-Protection to install the latest version of AVG Internet Security.

If you face any difficulties, please let us know and we will assist you further.