Unable to get rid of malware

AVG Protection
1

Further to my previous post, I now find on closer examination that AVG neither deinstalled nor reinstalled (although it said it did).  I still have AVG modified up to 6th September, using 16.6 mb - whereas the non-installed replacement tells me it needs 54.1mb.  I have tried de/reinstalling several times, with the same result.

7

Nicolas,

Thank you for your patience. To analyze the issue further, I need to submit your concern to our senior technicians along with other diagnostic logs. I have sent you an email with steps on how to collect and upload the data required for analyzing your issue. Please check your inbox and spam/junk folder as well.

6

Other user Nicholas Arnold posting (https://support.avg.com/answers?id=906b0000000E1CiAAK).
Nicholas, In future please try to keep the whole conversation in one question/thread to speed up any resolution. 
AVG Guru

5

Update:  I once again began to run a scan, and the previous messages (see above) began to be repeated.  So I cancelled the scan.  Immediately the details of a corrupted file were shown.  I transferred the file to Quarantine and deleted it.  New message confirmed this.  A repeat scan revealed no more threats - despite previous messages about multiple threats (see above).  However, AVG still crashes towards the end of the scan cycle, I still cannot deinstall or reinstall AVG, and my existing AVG software is shown as updated to 6th September, using 16.6 mb, while replacement software (which will not install) still asks for 54.1 mb.

4

Hello Nicolas,

I certainly understand your situation. I have forwarded your query to the senior technicians, they will reply us soon with the resolution. 

Also, I would request you not to reinstall AVG when the file is in the quarantine.

2

Other user Nicholas Arnold posting (https://support.avg.com/answers?id=906b0000000E1CiAAK).
Nicholas, In future please try to keep the whole conversation in one question/thread to speed up any resolution. 
AVG Guru

3

Nicolas,

Thank you for your patience. To analyze the issue further, I need to submit your concern to our senior technicians along with other diagnostic logs. I have sent you an email with steps on how to collect and upload the data required for analyzing your issue. Please check your inbox and spam/junk folder as well.