Hi Chrystal,
Thank you for reaching AVG support community.
We apologize for the inconvenience caused to you.
We will check and help you with this issue.
We are sorry to inform you that there is no exact timeframe for this issue to resolve and request you to wait for 48 hours.
If possible, could you please share us the screenshot of that threat message in order to check and help you further?
For taking a screenshot, please refer to this article: Creating a screenshot | AVG (http:// https://bit.ly/3UrIEfI)
You can post the screenshot here in your topic. Click on Answer & then click on the Image [mountain symbol] & follow the instructions.
Thank you and keep us updated.
I purchased software (Mavis Beacon Keyboarding Kidz Family Edition) off of encore.com. When I try to open it, this message pops up on my computer: "Unable to execute file in temporary directory. Setup aborted. Error 5: Access is denied." AVG then pops up and tells me: "Threat secured. We've moved Mavis Beacon…edition to your quarantine because it was infected with filerepmalware[Trj]" I contacted encore and they said that my security is misdiagnosing the software as a virus. Of course, I know that a company trying to install a virus on my computer would say that, but is it possible that it is true? I can't find information on Encore.com selling viruses or corrupted software. I have submitted a "false positive" (about 14 hours ago) through AVG which stated that AVG would run through the program thoroughly to verify. Can you please give me a time estimate of when this will be vetted or let me know if encore is really trying to give me a trojan virus? I just want my kiddo to learn how to type! Thank you!
Thank you for sharing us the screenshot, Chrystal.
From your description, it seems that you've reported the file to our threat labs through the AVG program.
In order to check the legitimacy of the file, we'd suggest you to submit a false positive request by visiting this site.
Once you submit a request, a group of analysts will review the file & whitelist it, if it is found to be safe or goes through clean notes of AVG.
Meanwhile, please ensure that the AVG program has the latest patches applied to it.
Open AVG program - click on refresh icon beside virus definitions, at bottom right corner - Restart computer after successful update & check.
Please try compressing the file & then attempt to upload it to the website.