Hi, I just sent two AVG SYSINFO reports to AVG Customer Care, as per avg Zen. The first report is dated Dec 5th and has all the issues above. The second report I ran today, with everything working. I had to uninstall AVG, then reinstall AVG, but I haven't tried to optimize any of the performance items yet. This is what I think gave me problems before.
Please let me know, Thanks, Rob.
Hi Jan,
I ran the logs and sent them the same day but have not heard anything. Disabling AVG doesn't help. I created a System Repair Disk, but when I restart using the disk and try to back up the system it only gets to 5% then stops, not enough room. Systems Restore shoes 3 restore points 10/10/2015; 23/08/2015 and 31/07/2015. I have tried both but said it is looking for a restore point that is not on my backup, error 0x80010105. I have an HP Message saying system restore may be disabled. When I open System Protection it doesn't show any disk drives. System Diagnostic report says System Service Checks Failed,C:\Windows\System 32\SVC.HOST.EXE-K LOCAL SERVICE NETWORK RESTRICTED. This report also has info messages saying 41% of events in event log were lost and Security Centre has not recorded anti-virus. My HP Recovery Disk has only 2 GB free out of 18 GB. Is this why backup fails? I tried to delete all recycle jobs but I don't think it worked. Windows event log is almost 1000 entries.
Thanks
Hi Jan, I uninstalled all AVG, backup still cancelled. Then I checked the Volume Shadow Copy Service and it was not running, so I started it and then was able to run my windows backup to completion. So the problems with AVG installed were backup would not run, VS Copy Service was off; under Control Panel it detected new hardware and the Refresh Button would not work; under Performance My Intel Graphics score was 5.1 with AVG and 5.2 without AVG; with AVG installed my Resource Performance Monitor Report said the System Service Checks failed, without AVG it passed; With AVG I got an HP warning message that said System Restore wasn't enabled and I couldn get it to enable, but without AVG installed I got it enabled. So I have my backup run, but I don't want to have to go through this everytime. It seems to me that the latest AVG version is turning off some things it shouldn't, or the optimizer is telling me to turn off things to improve performance.
Will AVG be able to fix these problems? I never had them in the past.
Thanks, Rob.
Hi Jan,
I am awaiting reply to above questions.
Thanks, Rob.
Hi Balasubramanian,
It has been almost a month, has there been any progress on this case as yet? I have not tried to run any optimizations with AVG as I think there is something that caused my original problem. I have also since upgraded to Windows 10.
Thanks, Rob Byers.
Robert,
I appreciate your patience.
Our senior team has increased the priority of your case and will get touch to you shortly.
Please feel free to contact us.
Thank you.
The response i recieved was Thank you for providing us with diagnostic data. Volume shadow copy service is on-demand service and does not necessarily need to run automatically. Manual start is default mode as the service awaits for system call to start and backup data as per scheduled tasks, prior to software installation or system restore.
We identified an issue reported in application eventlog: The backup was not successful. The error is: Windows Backup failed while determining libraries location of one of the users included in backup. (0x81000031). This seems to be a known issue by Microsoft and there is a knowledgebase article describing possible solution available here: https://support.microsoft.com/kb/975692
Please follow the guide to resolve this issue. In case it does not help there is another thread related to this issue describing slightly different solution: https://social.technet.microsoft.com/Forums/windows/en-US/a66c9a05-13ab-46fc-a649-9e93b3773853/windows-7-windows-backup-failed-0x81000031?forum=w7itprogeneral
We would suggested following guides above. In case it does not help, we would recommend contacting Microsoft technical support team with a query for help. Thank you for your patience and cooperation.
Best regards, Vladimir Meitner Product Specialist
The two links above did not solve anything, and I had tried them before. Mr. Meitner has missed the whole point, as per my detailed note above on Dec 16th. The new version of AVG I installed in November had several performance enhancements I set up with AVG. The system reports showed several problems created by AVG that were not there when I uninstalled AVG, rebooted and ran backup without problems. Also, system reports had no errors with AVG uninstalled.
AVG has not answered my question or diagnosed what happened. I will keep AVG for the security and PC cleanup, but I am not going to use any of the performance improvement tools.
Regards, Rob.
I get the same errors as Robert.
If I don't have AVG Ulitmate installed on the PC, I can do a complete backup image.
I thought maybe something messed up with doing a brand new install of Windows so I did another brand new install. Tried the backup before AVG, worked fine, once I put AVG on, it fails with exact same errors that Robert got.
Ok, if I use a copy of Windows 7 Pro, all works fine.... issue: I no longer have my license for the Pro version and purchased a new version of Ultamate.
any help on this, think AVG has had years to sort this out.....and Yes, I've been a fully paying customer with AVG for over 12 years.....
Hi Robert,
I'd start with disabling AVG temporarily http://avgclick.me/TempDisableAVG. If the issue persists then it's most probably not cause by AVG. If backup is working then it's caused by us. However I'd like to also ask you for log files for closer analysis. Please download and run this http://download.avg.com/filedir/util/AVG_SysInfo.exe tool, describe the situation, mention results of previous test and send the data to us.
Thanks
I run Windows 7 and have an external Lacie hard drive which I used to run Windows Backup and Restore to backup my computer. I installed a new version of AVG Ultimate last month, and now when I try to run a backup, it says my last backup did not complete successfully. I haven't had any prior problems while using previous AVG versions. One area it said to check was see if the Volume Shadow Copy service is running and set to automatic. It was not enabled, so I set it to automatic and restarted it but backup still would not work. I ran a System File Checker Scan and it said Windows Resource Protection did not find any integrity violations, also CPU; hard drive, Lacie drive boot test,SMART test and memory test all passed. Restarted in Safe mode. No file systems errors either.
Any suggestions? Thanks, Robert Byers.
It has been almost a month, has there been any progress on this case as yet? I have not tried to run any optimizations with AVG as I think there is something that caused my original problem. I have also since upgraded to Windows 10.
Thanks, Rob Byers.
We do understand your concern.
Could you please reply back to the email sent by "Vladimir Meitner" and inform him that the links provided doesn't help and also you don't get any issues if you uninstall AVG?
If you reply to the email they can provide further suggestion in fixing this issue.
Hi Jan, I uninstalled all AVG, backup still cancelled. Then I checked the Volume Shadow Copy Service and it was not running, so I started it and then was able to run my windows backup to completion. So the problems with AVG installed were backup would not run, VS Copy Service was off; under Control Panel it detected new hardware and the Refresh Button would not work; under Performance My Intel Graphics score was 5.1 with AVG and 5.2 without AVG; with AVG installed my Resource Performance Monitor Report said the System Service Checks failed, without AVG it passed; With AVG I got an HP warning message that said System Restore wasn't enabled and I couldn get it to enable, but without AVG installed I got it enabled. So I have my backup run, but I don't want to have to go through this everytime. It seems to me that the latest AVG version is turning off some things it shouldn't, or the optimizer is telling me to turn off things to improve performance.
Will AVG be able to fix these problems? I never had them in the past.
Thanks, Rob.
Your original case reference is 02565727 which has got escalated from our level two to level three technical team because from level two they couldn't fix the issue. The case reference provided on the previous post was the duplicate case reference of this. This case 02565727 is still open in our T3 queue and we have escalated this to our concerned team to know the status of this, once they reply to us will post it here and let you know the status of your case.
Your patience is much appreciated.
Hi Jan,
I am awaiting reply to above questions.
Thanks, Rob.
Hi, Dick.
We'd love to look into this and resolve it for you. As you are a paid user of AVG, I would request you to contact our technical support team ( http://avgclick.me/AVGtechnical ) for further assistance.
Hi Jan,
I ran the logs and sent them the same day but have not heard anything. Disabling AVG doesn't help. I created a System Repair Disk, but when I restart using the disk and try to back up the system it only gets to 5% then stops, not enough room. Systems Restore shoes 3 restore points 10/10/2015; 23/08/2015 and 31/07/2015. I have tried both but said it is looking for a restore point that is not on my backup, error 0x80010105. I have an HP Message saying system restore may be disabled. When I open System Protection it doesn't show any disk drives. System Diagnostic report says System Service Checks Failed,C:\Windows\System 32\SVC.HOST.EXE-K LOCAL SERVICE NETWORK RESTRICTED. This report also has info messages saying 41% of events in event log were lost and Security Centre has not recorded anti-virus. My HP Recovery Disk has only 2 GB free out of 18 GB. Is this why backup fails? I tried to delete all recycle jobs but I don't think it worked. Windows event log is almost 1000 entries.
Thanks
Hi Robert,
Thanks for getting back to me. Sadly, I haven't found the log files in our system. Have you tried uninstalling AVG completely? If yes, what were the results? Could you please also send the log files again so I can pass them to specialists for processing?
Regards
Hi, I just sent two AVG SYSINFO reports to AVG Customer Care, as per avg Zen. The first report is dated Dec 5th and has all the issues above. The second report I ran today, with everything working. I had to uninstall AVG, then reinstall AVG, but I haven't tried to optimize any of the performance items yet. This is what I think gave me problems before.
Please let me know, Thanks, Rob.
Hello Robert,
Now we can see the case reference of your diagnostic file logs.
This is the case reference 02690902 . This was submitted on 30/12/2015, so it will take some time for our level two technical team to send you the email reply.
Your patience is much appreciated.