Hello Teresa. My apologies for the delayed response.
Regrettably, there is no easy way to copy the path from the detection dialogue. It will be necessary to point the cursor to the detection path to unhide the entire path. Upon acquiring the entire path, to open folder:
- In the menu bar select Go > Go to folder
- Enter the path
Hi Shawn,
I reran the scan in order to capture the path of the suspect file, but this time, for some reason, it allowed me to quarantine the file! It even quarantined the copy I had made of the file. So I think I'm ok.
I'm not sure why I could't resolve it before, but I'm thrilled that it's no longer a threat.
Thank you for your patience and your help. I hope you have a great day!
Teresa
Hello Teresa. Thank you very much for taking the time to write and for your patience. My name is Shawn and I am writing to you on behalf of the AVG Senior Support team. I will help you.
So that I may further investigate the specific detection you are experiencing, I am going to need more information.
If you may please visit, https://www.virustotal.com/, and upon selecting choose file, locate the actual file per the detection file path reference. Upon concluding the analysis, to send me a screenshot of the VirusTotal results, will be most helpful.
The following self help article, https://is.gd/f9ffuo, provides instruction on how to create a screenshot. Or you can take a picture with your mobile phone just as well.
I look forward to hearing from you. Regards, Shawn
Hello Teresa,
We'll certainly look into this & help you.
Kindly share us the screenshot of the Threat detection made by AVG, so that we can check & assist you further.
You can post the screenshot here in your topic. Click on Answer & then click on the Image [mountain symbol] & follow the instructions.
Also, let us know if you have any Microsoft programs (such as MS Office & Microsoft Edge browser) installed on your Mac.
Thanks in advance. Keep us updated.
hello! I just did an AVG deep scan that disclosed an PUP called Microsoft_autoUpdate_4.21.20030802_Updater.pkg. I tried to resolve it and it did not resolve.
what do I do now? I see online that this is a threat of concern. One of the symptoms is your mac overheating for no reason (I have noticed this lately.)
I thought that is why I was buying AVG - to scan and get rid of things that are bad but I'm not sure what to do now.
thanks for your help!
Thank you the screenshot is visible. Please click on exclamation mark next to retry from the scan window and see the detailed information regarding this threat pop-up. We will check the same and help you further.
Hello Teresa. My apologies for the delayed response.
Regrettably, there is no easy way to copy the path from the detection dialogue. It will be necessary to point the cursor to the detection path to unhide the entire path. Upon acquiring the entire path, to open folder:
- In the menu bar select Go > Go to folder
- Enter the path
Hi Shawn,
Can you please help me? I couldn't browse to the location of the file as it was in a private folder. So I made a copy and put it on my desktop so I can reach it.
I tried to run a scan with virustotal but it just sat there say Hash % and nothing ever happened. Is that what I should expect?
Lastly, when I try to throw away the duplicate file, I can't!! It says it's locked with no permissions. Urgh. I feel like I'm making things worse.
Can you please help me get rid of these files? Thanks!
Teresa
Thank you for updating the status, Teresa.
Glad to know that the detected issue has been resolved.
Feel free to contact us if you need any assistance with AVG.
We'd be glad to help you. Have a great day. Stay safe!
I did try that already. A couple of times but retries gave me the same non-result.
The Info window on the alert said that either the file was gone, something else I can’t recall, or I didn’t have permission to delete it. (I lost the screen overnight when I shut my computer down so this is the best I can recall. I am rerunning the Deep Scan to try to bring it up again but I don't know if it will be considered "resolved" and not show.)
I am the only user of this computer so I have absolute control over it.
Thanks for your thoughts!
Thank you so much for your help!
Yes, I do have MS Office installed on my computer.
Also, so you know, after I emailed you, I follwed guidance online of cleaning out my Chrome browser. I deleted everything (passwords, history, cookies, etc.) and reset the browser and started all over with a clean slate.
Here is a screencap of the result when I tried to resolve the issue. Thank you!!
Thank you so much! I appreciate it!!
Hello Teresa. Thank you very much for taking the time to write and for your patience. My name is Shawn and I am writing to you on behalf of the AVG Senior Support team. I will help you.
So that I may further investigate the specific detection you are experiencing, I am going to need more information.
If you may please visit, https://www.virustotal.com/, and upon selecting choose file, locate the actual file per the detection file path reference. Upon concluding the analysis, to send me a screenshot of the VirusTotal results, will be most helpful.
The following self help article, https://is.gd/f9ffuo, provides instruction on how to create a screenshot. Or you can take a picture with your mobile phone just as well.
I look forward to hearing from you. Regards, Shawn
Hi Shawn,
I reran the scan in order to capture the path of the suspect file, but this time, for some reason, it allowed me to quarantine the file! It even quarantined the copy I had made of the file. So I think I'm ok.
I'm not sure why I could't resolve it before, but I'm thrilled that it's no longer a threat.
Thank you for your patience and your help. I hope you have a great day!
Teresa
Thank you for the screenshot. I will escalate the case to the senior team. They will check the screenshot and contact you via email with the necessary information.
Hello Teresa,
We'll certainly look into this & help you.
Kindly share us the screenshot of the Threat detection made by AVG, so that we can check & assist you further.
You can post the screenshot here in your topic. Click on Answer & then click on the Image [mountain symbol] & follow the instructions.
Also, let us know if you have any Microsoft programs (such as MS Office & Microsoft Edge browser) installed on your Mac.
Thanks in advance. Keep us updated.