Hello Lee and Mando,
I'm really sorry for the error message. We will provide you free support to fix the computer protection/AVG issues… However, our tools are down due to emergency maintenance so we are unable to pull up your records and help you further. I request you to contact us after 24 hours, we will check with your AVG MyAccount and we will surely help you to fix the AVG detection issues. I apologize for the delay in resolving the issue for you. I appreciate and thank you for your patience in this matter.
Best regards,
Alok.
Ben,
From the screenshot, I see that you are using AVG Cloud care product. Hence I request you to contact AVG business support team at http://www.avg.com/us-en/customer-support-business or use below contact numbers to contact them:
USA & CA: +1 (855) 738-1284
AU & NZ: +61 280 152 133
UK: +44 1163 668 543
Thank you.
Hello Catherine,
Sorry to hear that. Please share the screenshot of AVG threat detection pop up to assist further.
To create a screenshot, please follow this article http://avgread.me/1aZxsAV .
Thank you.
AVG has detected the above Trojan horse Fake.AV.AUQD and can't remove it.
Hello,
I have the false postive on notepad too on the 2016 version. I have installed the 2017 version but it only gave me a 30 day trial. It said that the license ran out on 1-1-1970. I ran both of the clear and remover software as well as linked in the solution a few replies above.
It's very annoying that I am paying for an up to date virus scanner and all im getting is false postives or only the 2016 to work with my license. Is this going to be fixed?
thanks,
Manuela van Doorn
Catherine, For your info, just in case that you are unaware, you can post the screenshot here in your topic. Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.
AVG Guru
Yeah well. As I say. I can't do that since your developers are slow as hell in updating AVG CloudCare!
Lee, I request you to wait for 24 hours (because our tools are down due to emergency maintenance), we will surely help you to fix this issue. We will connect with your computer remotely and we will check with your installed AVG program. Please contact us after 24 hours, your patience is much appreciated in this matter.
Best regards,
Alok.
Experiencing the same problem as Jaston and Catherine. Called AVG support and paid the $119 for one time expert session. AVG support is now running Windows Malicious Software Removal Tool on my PC remotely.
I have a 10 user AVG license and have made something like 10 years of payments to AVG. Disappointed to say the least that my computer is infected with this virus and that I must pay AVG to fix it.
Rob,
I am sorry to hear that. To activate AVG Internet Security, please open AVG->Antivirus->Menu->About->Select 'Subscriptions' tab in left top corner->Click on “Enter license” ->Fill the license number and click “ ENTER LICENSE”->Update will start automatically. Then AVG Internet Security will get activated in your PC.
Thank you.
Cenk,
I completely understand your concern. But the message "Trojan horse Fake.AV.AUQD can't be removed" was false detection by AVG 2016 version. The updates for AVG 2016 version has been stopped and it doesn't work with updated virus definitions. Hence we strongly recommend you to use only AVG 2017 version for better protection.
Thank you.
Hello Jaston,
Thank you for providing screenshot. It seems that you're using AVG Internet Security 2016 version, in this case we recommend you to reinstall AVG Internet Security 2017 version. However, our tools are down due to emergency maintenance so we are unable to pull up your records and help you further. I request you to contact us after 24 hours, we will check with your AVG MyAccount and we will help you to reinstall AVG Internet Security 2017 version. I apologize for the delay in resolving the issue for you. I appreciate and thank you for your patience in this matter.
Best regards,
Alok.
Thanks to all at AVG Technologies. That was dedication. Based upon my contact with AVG support, I can attest that they worked 12 hours straight on resolving this issue. Fake.AV.AUQD no longer appears as a virus from the AVG scans. Difficulties occur in every business. I judge a company's character based on their reactions in adversity. Well done and, again, thanks to everyone at AVG that assisted.
MS is popping up on my other PCs indicating that an Windows 10 upgrade is awaiting permission to install. Postponing MS upgrade until AVG expert remediation of initial virus discovery.
Hello Cenk,
From your previous post, I understand that you have installed AVG TuneUp unlimited trial version instead of installing AVG PC TuneUp. Hence I request you to uninstall AVG TuneUp unlimited via control panel as mentioned in this article ( http://avgread.me/1DEtNP0 ) and reinstall AVG PC TuneUp as mentioned in this article ( http://avgread.me/1ERJxSd ). I also see that you have purchased AVG Internet Security (1 computer). To activate AVG Internet Security, please open AVG->Antivirus->Menu->About->Select 'Subscriptions' tab in left top corner->Click on “Enter license” ->Fill the license number and click “ ENTER LICENSE”->Update will start automatically. Then AVG Internet Security will get activated in your PC. I have sent your AVG license numbers to your registered email address.
Thank you.
Same problem with my Cloud Care Customers. I have already called the 855 # & was told that nothing would be fixed until Monday, however we can (I already have) log into our Cloud Care Portal & Add an exception for C:\Windows\System32\Notepad.exe to the Master Policy and/or any Custom Policies you may have created for your individual clients. I realize that this is not the forum for Cloud Care, but other Cloud Care Resellers may find my post helpful. According to Technical Support, we are remaining on the 2016 UI for awhile longer as they are still in Development for Cloud Care on the 2017 UI.
Ben,
Please be informed that 2017 version hasn't been released for AVG Cloud care. To resolve the issue with your AVG Cloud care program, please contact AVG business support team at http://www.avg.com/us-en/customer-support-business or use below contact numbers to contact them:
USA & CA: +1 (855) 738-1284
AU & NZ: +61 280 152 133
UK: +44 1163 668 543
Thank you.