Hello Mitchell,
I apologize for the inconvenience caused. In your Windows 7 Ultimate computer, I suggest you to run AVG repair(avgclick.me/RepairAVG) and that should fix this issue regarding the restart prompt from AVG.
While coming to your Windows 7 Home Premium computer, the problem seems to be with some conflicting application. I suggest you to run the system check disk scan in your computer and this will fix all the issues related the bad files and sectors in your computer which might be the cause of this error.
Please follow this steps to run check disk in your computer:
Click Start
Type cmd at the Search program and files search box
Right-click on cmd.exe
Click Run as AdministratorWindows 7 - Run Command Prompt as Administrator
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When I responded to Avinash's suggestion to remove ZoneAlarm completely, I reported that the next AVG install appeared to be working correctly. I noted that the UI failed to load on the first reboot. I ran AVG Repair and it booted correctly the next time.
I am having a similar problem on all three computers. When I boot up, one of three things happen:
1) - It comes up with: Protection is disabled.
Protection will be automatically enabled after PC restart
It comes up with this message after every restart.
2) - It comes up with: UI failed to load.
Pressing the RESTART SERVICE attempts to start it, but doesn't
3) - The AVG icon on the notification area is missing.
Running AVG Repair seems to fix these problems, but only for the next one or two restarts, then they return.
All three computers have all three of these problems.
My sister's Window Vista PC has the exact same problems. She removed AVG.
It appears that AVG 17 was released before it was thoroughly tested. I guess there is nothing I can do but to try AVG again in several months. Maybe the problems will be fixed by then.
However, I appreciate all of Customer Support's help.
Hello Mitchell,
We apologize if an AVG product did not meet your expectations. Our main goal is to keep our customers happy. We recommend you to use one Antivirus program at a time. Since you ware using Zonal Alarm and AVG Antivirus both on your computer so they might be conflicting with each other. If you have two of these operating simultaneously then, they will try to kill each other, they will fight over viruses, they will sap your computer power. As you said, you have already removed Zonal Alarm from your computer so I request you to check once again if you have any other protection/security program installed on your computer, also check AVG programs you have installed on your computer (control panel > program and features).
Mitchell,
I appreciate your efforts and patience so far. I would request you to uninstall Zone alarm completely and check if that changes anything. If the issue persist, I have sent you an email with instructions to download and run Sysinfo tool to collect diagnostic information and upload to us. Our senior technical team will analyze the data and get back to you via email with further information.
Also, please attach a screenshot ( http://avgclick.me/getscreenshot ) of the PC hung with an egg timer if possible to better understand your issue.
Click on 'Answer' & then click on the 'Image' [mountain symbol] & follow the instructions.
Thank you Karthikeyan for responding to my question. I did as you said and ran a chkdsk c: /r from the Command Prompt from the point in time I referred to as Point A in my original question.
The chkdsk fixed some orphaned files and reported a clean volume when it completed. After rebooting, I installed AVG 17. I used the offline installer AVG_Antivirus_Free_x64_693.exe with ZoneAlarm turned off. I was planning on running chkdsk again right after AVG was installed. However, I had the same problem as before. As soon as I tried to start a program, with AVG installed, the PC hung with an egg timer with no mouse click response and no keyboard response. I was not able to get to the Command Prompt to schedule a new chkdsk.
As for the Windows 7 Ultimate computer, the Repair AVG seemed to fix the problem. It now boots up with 'Protection is ON'.
Any other ideas about the Windows 7 Home Premium computer would be appreciated.
When I responded to Avinash's suggestion to remove ZoneAlarm completely, I reported that the next AVG install appeared to be working correctly. I noted that the UI failed to load on the first reboot. I ran AVG Repair and it booted correctly the next time.
I am having a similar problem on all three computers. When I boot up, one of three things happen:
1) - It comes up with: Protection is disabled.
Protection will be automatically enabled after PC restart
It comes up with this message after every restart.
2) - It comes up with: UI failed to load.
Pressing the RESTART SERVICE attempts to start it, but doesn't
3) - The AVG icon on the notification area is missing.
Running AVG Repair seems to fix these problems, but only for the next one or two restarts, then they return.
All three computers have all three of these problems.
My sister's Window Vista PC has the exact same problems. She removed AVG.
It appears that AVG 17 was released before it was thoroughly tested. I guess there is nothing I can do but to try AVG again in several months. Maybe the problems will be fixed by then.
However, I appreciate all of Customer Support's help.
Avinash,
Starting from a known good point (after chkdsk C: and chkdsk J:) I uninstalled ZoneAlarm using the ZoneAlarm clean.exe removal tool, which requires a Restart.
I then installed AVG (AVG_Protection_Free_1606.exe) and it appears to be working correctly. The UI failed to load on the first reboot. I clicked the restart service and it loaded. I also ran AVG Repair since I had to run that on every PC AVG 17 was installed on or updated to.
What does this mean? Is there an incompatibility between ZoneAlarm and AVG 17? They have both been on this PC throughout AVG version 16 and previous versions.
I am assuming that running the Sysinfo tool while AVG is working with ZoneAlarm uninstalled will be of no value.
Also, if the problem exists, I cannot run the Sysinfo tool. As I mentioned, if I click the mouse (left or right, single or double click) the egg timer starts with no response from the mouse. There is also no keyboard response. I cannot get to the Task Manager, Command Prompt, view any properties, shutdown the computer, etc. The only thing that I can do is turn the power off, turn it back on and use the boot up option of Rollback Rx to get to my last known point in time where everything was working.
I may try to reinstall ZoneAlarm tomorrow or I may go with Comodo. I am not sure yet.
Thanks for your help.
I have three PCs (Windows 7 Ultimate SP1, Windows XP SP3 & Windows 7 Home Premium SP1). All three PCs have encountered problems when they were automatically updated from 16.151.8013 to 17.4.3014. All three PCs worked fine with AVG 16.xx and updated with no problem.
The Win 7 Ultimate works, however when it boots up and I right click the AVG icon on the tray near the clock, it says that Protection is off. When I open the AVG, it says that I will have protection the next time that the PC restarts. I can click the FIX-IT button and it then says, "You are protected." This message comes up every time the PC reboots.
The Win XP updated OK, but the AVG icon on the tray was missing. I ran from the Control Panel > Add or Remove Programs > Click on AVG Protection > Change > Repair. The AVG icon reappeared on the tray. I have not rebooted yet, to see if it is there every time.
The most serious problem is with the Win 7 Home Premium PC. The first reboot after the update from 16.151.8013 to 17.4.3014, the PC stopped before starting Windows with a black and white screen saying that there was a disk error and Chk Disk could not start because of the installation of new software. I tried this three times (I was able to get back to the point just before AVG updated, using Rollback RX). I then again went back to the point just before AVG updated and I was able to inhibit AVG from updating, using my firewall (ZoneAlarm). I proceeded to Remove AVG (version 16.151), using AVG Remover file 1.0.1.5. After removing AVG, I manually deleted the AVG_Remover folder from drive C:.
Consider this POINT A (No AVG and AVG_Remover folder removed and PC works fine). I can get back to this point using Rollback Rx. I then tried the following:
1) From POINT A - I installed AVG 17, using the on-line installer AVG_Protection_Free_1606.exe. It appeared to install correctly. However, after the first boot-up following installation, I was not able to start any program. Double clicking any icon resulted in an egg timer that would not go away. Although the mouse moved, there was no response from a click. There was also no keyboard response. I had to turn off the PC and use Rollback RX to get back to POINT A.
2) From POINT A - I repeated test 1) with no ZoneAlarm. I removed it from Startup in msconfig. I know that AVG and ZoneAlarm sometimes do not play nice together. I got the same results as in Test 1).
3) From POINT A - I installed AVG 17, using the on-line installer AVG_Free_1896.exe with no ZoneAlarm. Same results as test 1). Although AVG_Protection_Free_1606.exe and AVG_Free_1896.exe are the same file size, their data does not compare using Beyond Compare. Therefore, there must be some difference between them.
4) From POINT A - I installed AVG 17, using the off-line installer AVG_Antivirus_Free_x64_693.exe (file version 1.0.3.3628) with not ZoneAlarm. Same result as test 1).
I am back to POINT A with no AVG installed, AVG_Remover deleted and the PC booting up and working fine. I am not sure how to proceed or if it is possible to install AVG on this PC. Any advice would be appreciated.
Hello Mitchell,
I apologize for the inconvenience caused. In your Windows 7 Ultimate computer, I suggest you to run AVG repair(avgclick.me/RepairAVG) and that should fix this issue regarding the restart prompt from AVG.
While coming to your Windows 7 Home Premium computer, the problem seems to be with some conflicting application. I suggest you to run the system check disk scan in your computer and this will fix all the issues related the bad files and sectors in your computer which might be the cause of this error.
Please follow this steps to run check disk in your computer:
Click Start
Type cmd at the Search program and files search box
Right-click on cmd.exe
Click Run as AdministratorWindows 7 - Run Command Prompt as Administrator
(1/2)
Avinash,
Starting from a known good point (after chkdsk C: and chkdsk J:) I uninstalled ZoneAlarm using the ZoneAlarm clean.exe removal tool, which requires a Restart.
I then installed AVG (AVG_Protection_Free_1606.exe) and it appears to be working correctly. The UI failed to load on the first reboot. I clicked the restart service and it loaded. I also ran AVG Repair since I had to run that on every PC AVG 17 was installed on or updated to.
What does this mean? Is there an incompatibility between ZoneAlarm and AVG 17? They have both been on this PC throughout AVG version 16 and previous versions.
I am assuming that running the Sysinfo tool while AVG is working with ZoneAlarm uninstalled will be of no value.
Also, if the problem exists, I cannot run the Sysinfo tool. As I mentioned, if I click the mouse (left or right, single or double click) the egg timer starts with no response from the mouse. There is also no keyboard response. I cannot get to the Task Manager, Command Prompt, view any properties, shutdown the computer, etc. The only thing that I can do is turn the power off, turn it back on and use the boot up option of Rollback Rx to get to my last known point in time where everything was working.
I may try to reinstall ZoneAlarm tomorrow or I may go with Comodo. I am not sure yet.
Thanks for your help.
Mitchell,
Have you tried to run the Sysinfo tool? If not, please try it once and check if the tool runs.
Type in your Administrator password
When cmd.exe opens, type the command:
chkdsk
Press Enter
You can run the tool with more parameters, like this:
chkdsk c: /r
This will check the drive for errors and will automatically try to fix any found errors.
f you receive the “Chkdsk cannot run because the volume is in use by another process.” message, type Y to restart the computer and let the utility to run a scan at the next boot of your PC
After you typed Y, close the Command Prompt
Restart the computer by going to Start > Shutdown > Restart
At the next boot, the check disk utility will automatically run a scan
This check disk will take some time to complete, let this scan gets complete. Once the check disk completes please restart your computer and check if the installation of AVG works fine. If you face any difficulties, feel free to contact us.
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Mitchell,
I certainly understand your concern. AVG 2017 has been updated automatically for better protection and to fix the issues easily. Also, if you install two antivirus product on the same computer, it will conflict with the other one and slow down your Pc. So, I have sent you the email instruction to get connected with our technical support team to resolve the issues with AVG 2017 version. Once you get in touch with our remote technician, please provide the case number "04856888" to check the case history.
Thanks!
At this time, I request you to remove all the third party protection/security program from your computer and also remove all AVG traces from your computer using AVG Remover/AVG clear tool and reinstall and then do a fresh installation of AVG Free Antivirus 2017. This will ensure that none of the previous traces of AVG are left on your computer and you have an updated version.