Hello William,
We completely understand your concern. We regret for the inconvenience caused.
Upon carefully reviewing your case number #03287844, I see that your issue has been diagnosed by our higher level team. I have set high priority to your case to be diagnosed. Hence they will contact you shortly via email. Please check for the email on spam or junk folders if it is not present in the inbox. Your patience is much appreciated.
Thank you.
Hello William,
We completely understand your concern. We regret for the inconvenience caused.
Upon carefully reviewing your case number #03287844, I see that your issue has been diagnosed by our higher level team. I have set high priority to your case to be diagnosed. Hence they will contact you shortly via email. Please check for the email on spam or junk folders if it is not present in the inbox. Your patience is much appreciated.
Thank you.
Hopefully this will be easier to see…Scan actually found it 3 times.
how do I add a browser…I went to help and it didn't really explain…You do understand that I am concerned with the file that was listed 3 times??..I tried to follow the path in the screen shot of the virus vault in C: and even with "show hidden files" checked I couldn't find any part of the path after opening "\WINDOWS" ie there was no folder called Temporary Internet Files following that path: after opening "WINDOWS" in the path, I get this screen:(as you can see there is no "Temporary Internet Files" folder listed following this path…both in regular mode AND WHEN "SHOW HIDDEN FILES" are checked
Hello William,
Sorry to know that you are still getting the same threat detection after getting our remote support help.
We request you to get connected to our remote support again and provide this case reference 03287844.
We have sent you an email with further instructions to be followed to get our additional support.
Please check for the email on spam or junk folders if it is not present in the inbox.
Trying to put screen shot of the file being flagged but the image option is just allowing me to put in a URL normally it allows you to browse for images…I will try to add images with the answer…it usually lets me insert images while this initial box only allows urls
Just had my 2nd remote technician session…He "manually removed" temporary internet files and then ran a complete scan…He said if the file showed up as threat again to sign back onto remote help with the case number 03287844…I hope he left notes…When the scan completed it showed no threats…I tried a scan for the path where the file had been before…no threat…I restarted in safe mode and did a malwarebytes scan with no threats…Rebooted to normal mode and did a full scan that found no threats…I scanned the bad path from before (SEE VIRUS VAULT SCREEN SHOT) and it found the "corrupted file" again…I rebooted…did a complete scan and it said no threats…I then scanned the bad path (C:\Users\Bill\AppData…etc AND THE FILE WAS FOUND AS A THREAT AGAIN…
This is the same that was being flagged as a threat before the guy did a remote session…STILL THERE
Please help
AVG updated on 5-2 & 5-3 I think…Since I got multiple detections OF THE ABOVE THREAT from scans on 5-1-16 (and actually about 15 times since 3-23-16 when AVG first flagged it), multiple scans have NOT found the threat again…I am using Free Version 16.71.7596 now…Is this the latest update AND did the latest update repair the detection I had been getting…ie was it a false positive.???
Hopefully this will be easier to see…Scan actually found it 3 times.
Hello William,
Thank you for providing us the screenshot of the issue.
We are sorry for the difficulties you are currently experiencing. We request you to add your web browser in exception list http://avgclick.me/AddException and let us know whether you still face the issue, so that we can assist you better.
Feel free to contact us for any further assistance. Have a great day, Aravind AVG Customer Care.
Just had my 2nd remote technician session…He "manually removed" temporary internet files and then ran a complete scan…He said if the file showed up as threat again to sign back onto remote help with the case number 03287844…I hope he left notes…When the scan completed it showed no threats…I tried a scan for the path where the file had been before…no threat…I restarted in safe mode and did a malwarebytes scan with no threats…Rebooted to normal mode and did a full scan that found no threats…I scanned the bad path from before (SEE VIRUS VAULT SCREEN SHOT) and it found the "corrupted file" again…I rebooted…did a complete scan and it said no threats…I then scanned the bad path (C:\Users\Bill\AppData…etc AND THE FILE WAS FOUND AS A THREAT AGAIN…
This is the same that was being flagged as a threat before the guy did a remote session…STILL THERE
Please help