Hello Heather,
Thank you for being patient.
Based on the information from Mac guys, dialog is from Mac OS and we don't have any control over it. So if password is not accepted, it's either incorrect password or issue in the OS which we can't help with.
However the password prompt is displayed for every file you try to remove from quarantine.
It can be displayed up to 4 times in your case if password is correct.
Please try removing quarantine files by entering correct password till the deletion process gets completed.
Hi Heather,
Thank you for reaching us with your concerns. May I know if it is the AVG program password that you are experiencing issues with? Please provide a screenshot ( http://avgclick.me/getscreenshot ) of the pop up requesting password. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.
Hello Heather,
I'm sorry for delay in responding to you. I have sent you an email, please follow the email instruction to help us with the log file. This information will help us to analyze the situation and to provide you with a solution.
Best Regards,
Alok.
Sorry for the delayed response. Could you please provide us the location and filenames of detected files?
MacOS:Spigot-Q[Adw]
/private/var/folders/np/mh3p06nx36366zwwplydz06m0000gn/T/Cleanup At Startup/.BAH.PI2TH/FileZilla-Installer.app/Contents/MacOS/.BC.T_m8kE4w
MacOS:Spigot-Q[Adw]
/private/var/folders/np/mh3p06nx36366zwwplydz06m0000gn/T/Cleanup At Startup/.BAH.HHYA8/FileZilla-Installer.app/Contents/MacOS/.BC.T_z79HwG
JS:Nimda-B[Trj]
/Volumes/Data/Heather’s MacBook.sparsebundle/bands/113f
JS:Nimda-B[Trj]
/Volumes/Data/Heather’s MacBook.sparsebundle/bands/94d
As requested. Yesterday, I was trying, so hard, to figure out how to get this info. It was much easier than I thought.
Thank you.
Hi, I am trying to delete 4 items in quarantine, however, my password is not being accepted.
Thank you for the information, Heather.
At this moment, it is not recommended to reinstall AVG Antivirus on your Mac as some threats are detected.
I have forwarded the case to concern team for getting suggestion.
Keep checking this post to know about the status.
I am wondering if I should delete AVG and then re-install. Thoughts? Would that cause more problems because of the 4 items in quarantine?
MacOS:Spigot-Q[Adw]
/private/var/folders/np/mh3p06nx36366zwwplydz06m0000gn/T/Cleanup At Startup/.BAH.PI2TH/FileZilla-Installer.app/Contents/MacOS/.BC.T_m8kE4w
MacOS:Spigot-Q[Adw]
/private/var/folders/np/mh3p06nx36366zwwplydz06m0000gn/T/Cleanup At Startup/.BAH.HHYA8/FileZilla-Installer.app/Contents/MacOS/.BC.T_z79HwG
JS:Nimda-B[Trj]
/Volumes/Data/Heather’s MacBook.sparsebundle/bands/113f
JS:Nimda-B[Trj]
/Volumes/Data/Heather’s MacBook.sparsebundle/bands/94d
As requested. Yesterday, I was trying, so hard, to figure out how to get this info. It was much easier than I thought.
Thank you.
Hello Heather,
I'm sorry for delay in responding to you. I have sent you an email, please follow the email instruction to help us with the log file. This information will help us to analyze the situation and to provide you with a solution.
Best Regards,
Alok.
Thank you for providing the full path, Heather.
I have forwarded the case to senior team for getting suggestion.
Please keep checking this post to know about the status.
Your patience is much appreciated.
Heather,
Thank you for providing me the screenshot.
Please provide me the OS version by following this article: https://support.apple.com/en-us/HT201260. Please provide us the version of the AVG Antivirus for Mac. To find out the version you can follow user manual, part 4.3. Menu in the task bar http://files-download.avg.com/doc/AVG_AntiVirus_for_Mac/avg_avm_uma_en_ltst_03.pdf
Hi Alok,
I am only able to find the following files:
Logs AVGAntivirus
gui.pub.rollog
Baseband (folder)
CoreTeleph…raceScratch (folder)
Dropbox_debug.log (file)
ims.log (file)
I don't see the remaining logs either inside or outside the logs folder. I also tried to search using Spotlight and was still not able find the files requested in the library folder. I sent a message about this on the 17th, but I guess you did not see it.
I am ill so things are fuzzy right now.
Is this helpful?
Thank you for providing the requested information.
Yes, this should help us for proceeding with the analysis.
I have forwarded the case to concern team. It will take time for them to analyze what is causing the issue.
Keep checking the post and email to know about the status.
Your patience is much appreciated.
Heather,
Please use your Macbook password for deleting items from Quarantine and keep us informed about the status.
Sorry for the delayed response. Could you please provide us the location and filenames of detected files?
Hi Heather,
Thank you for reaching us with your concerns. May I know if it is the AVG program password that you are experiencing issues with? Please provide a screenshot ( http://avgclick.me/getscreenshot ) of the pop up requesting password. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.
Just to confirm… Am I supposed to be using my AVG password or Macbook password for deleting items from quarantine (Neither of which work) I am touching base with Apple. Please confirm. Thank you,
Heather,
Apologies for the delayed response.
Unfortunately not, we would need the complete path - all folders and filename which should be visible in the details of the detection.
As full path of detection is not fully visible from UI very often, please provide us with the full path. You can copy the path by right clicking on the detection path and pasting it to email or to any text file by standard way.