Hello James,
Thank you for sharing your valuable suggestion through AVG Community forum.
If you have any queries or need assistance, feel free to contact us.
Have a great day, stay safe online with AVG!
It's a false positive. Reinstall Avast Antivirus and the problem should go away.
A scan today identified 2 unsecured threats. I'm not sure how to include a screenshot so i'll include as much detail as i can.
Threat name: MacOS:Pirrit-DA [PUP
Infected file: arm64eBaseSystem.d
Original location: /System/Volumes/Update/SFR/mnt1/3D3287DE-280D
Both threats have the same details as above.
To remove the treats, I click on 'resolve selected' and enter my password when prompted. I can see AVG is trying to remove the threat as there is a message that says 'protecting your system from threats' but it doesn't manage to remove it and it's still showing as unsecured threats found.
How do I remove these?
Hi Subhashi,
I have not received any emails regarding remote assistance?
Thank you for updating the status, Fahmida.
We understand your frustration. This is definitely not the experience we wanted you to have & we're truly sorry for discomfort this has caused.
We've documented your latest concern (with the scanned file count) in your case/ticket (#15129788) which was escalated to our highest level of technical support.
They'll further look into this & get back to you via email as soon as possible.
Meanwhile, your continued patience is very much appreciated.
Thank you for understanding in advance!
Hi Matthew,
We request you to create a separate AVG community post by clicking the link below and post your questions in your own post, so that we will check with your AVG account and help you with additional support.
AVG Support Community | User Forum for All AVG products
Thank you.
Hello James,
Thank you for sharing your valuable suggestion through AVG Community forum.
If you have any queries or need assistance, feel free to contact us.
Have a great day, stay safe online with AVG!
Hello Fahmida,
Thank you for sharing the screenshot.
We are sorry to know this.
We will certainly check and help you to resolve this issue.
We would request you to refer to this article: https://www.avg.com/en/signal/what-is-a-pup and check for required information under "How to remove PUPs from Mac".
Thank you and keep us updated.
Hi Sreenu,
The deep scans don't seem to be consistent.
I have ran multiple deep scans yesterday, the number of files scanned by AVG changed each time but there were two PUP threats always indentified. I have also ran multiple deep scans today and AVG seems to be scanning fewer files and today no threats have been detected.
I have not changed any of the settings on either AVG or my laptop so not sure why each deep scan is scanning different files and giving different results.
I am confused - not sure if my laptop is infected or not?
Thanks,
Fahmida
My problem is exactly the same as the OP so I don't know that starting a second thread would be a good idea.
For fun, I extracted the two dmg's and manually scanned their contents and they both came up clean. It seems to be (falsely?) catching something about the dmg itself.
I also re-sscanned the dmg's after copying them to my desktop and they came back as infected. Fixing it puts the entire dmg's into quarantine. Which is why the regular cleaning won't work, those archives are system files and can't easily be removed because they are upgrade files for Monteray.
I'm fairly confident this is a false positive but it would be nice if someone from AVG can verify that and have the virus definitions updated.
Thanks!
Hi Fahmida,
Thank you for the information.
We have offered you with the free remote assistance through email sent to your registered email address. Please check and connect to us for further investigation of the issue and resolve it.
Hi AVG,
I seem to have been allocated two case numbers for this problem 15129491 &15129788. I used remote assisance yesterday and your colleague Bhasker mentioned that my case has been escalated to a senior team and I should wait to hear back from them ( I haven't yet).
I upgraded my macbook pro to macOS Monterey 12.2.1. After the upgarde I ran multiple deep scans and there were no threats found.
I am concerned that not all the items on my mac are being scanned by AVG and that might be why the PUPS are no longer being picked up. The previous 2 days the number of items being scanned was around 1,200,000 to to 1,220,000 but now it's ranging from 765,000 to 775,000 with each scan. Why is the number of items being scanned changing each time I ran the same type of scan?
It's a false positive. Reinstall Avast Antivirus and the problem should go away.
It's bad Internet ediquette to post an identical public thread, so I'm not going to do that. It might be better to keep one thread and count the replies in one place instead of a future person finding 20 identical threads with no solution. I'm bowing out. I'll upgrade and hope for the best, but AVG analysts might want to set up an M1 Mac with Monterey 12.1, download the 12.2.1 upgrade and scan it to determine the (likely) false positive and adjust the virus definitions.
Hello Matthew,
We can really understand your concern. As we did not know your account information, we request you to use below information to reach our chat and phone support directly. They will check it only your PC and help you to resolve it.
If you want to reach our support through phone, you can use below numbers:
USA & CA: +1 925 732 4274
AU & NZ: +61 281 034 937
UK: +44 1163 668 542
If you want to reach our chat support you can use following link : https://support.avg.com/support_tech_chat
Hi Matthew,
Same here my macbook pro M1 chip is also pending a upgrade to 12.2.1… but I have not upgraded it yet as I wasn't sure if the threats should be removed first.
Thanks,
Fahmida
Hi Matthew,
We're glad to help you with this.
It would be helpful, if you write back to us in your own post quoting the topic of this thread or posting the screenshot of the message for better clarity.
Reason being, it would help us to locate the account affiliated with us & make the process easier to escalate, if required.
Note : It isn't recommended to share the account info over this public post.
Thank you for your understanding in advance!
Fahmida, we apologize for the delay in sending you the email.
I've sent you the email now, you can easily find my email by searching the case number 15129491 (Subject of the email) on your inbox/spam folders.
Thanks for your understanding.