AVG IS 2013 Causing Internet Connection Problems

Discussion in 'other anti-virus software' started by Graystoke, Oct 9, 2012.

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  1. Graystoke

    Graystoke Registered Member

    I had AVG Internet Security 2013 installed on my PC, before that, I had AVG IS 2012. Every thing worked great with both. A few days ago I couldn't connect to the internet. There was a yellow exclamation point symbol in the AVG task bar icon. The Identity Protection was deactivated. I clicked on Fix, but that didn't work. I decided to do a uninstall/reinstall.

    I got an error message towards the very end of the install. Something to do with an AVG driver certificate not being compatible with Microsoft Windows. Sorry, I can't remember the exact wording. I'm running Win 7 64. When I continued with the install, I get a message saying I need to do a restart to activate the firewall. At this point in time, I can connect to the internet. When the reboot is completed and the firewall and all other components are activated, I can't connect.

    I tried several times to install, but always the same problem. Any ideas on what could be causing the problem?
  2. Aventador

    Aventador Registered Member

    When an error occurs in software its best to a COMPLETE uninstall. That means running an uninstall tool if possible and cleaning out ALL left overs. Uninstall AVG via Add/Remove Programs and reboot. Run the uninstall tool and reboot. Run CCleaner registry cleaner and reboot. Search for any files and folders which were left over. Be sure to unhide files and folders via folder options. Download a fresh copy of AVG. Do you have a license for AVG IS?

  3. zfactor

    zfactor Registered Member

    the same reason i uninstalled it was network connection issues. i still never figured out why but this kept happening randomly to me and got no where with their support for the issue. i spent hours tried everything including a clean win 7 x64 install and installed avg. literally the same machine nothing else changed except removing avg fixed the issue. i had no issues though during the install it was after that i kept having disconnects and the yellow exclamation on the icon.

    if you disable the firewall totally can you connect?

    try a FULL uninstall and there is a uninstall tool for avg use it....if that does not work

    try to reinstall without the firewall does that fix the issue??

    check your network connection listed in avg and make sure its correct try deleting it and letting it connect to the network again...

    just a few thoughts to start with. ashame since i liked 2013 i went ahead and bought a few lic's and am not using it because of that issue overall great suite and i liked it a decent amount. it did however work fine on other machines on the same network so im guessing something to do with maybe the driver for the network / wireless card or router or something in between with this one machine. i was going to try to swap the wireless card but i gave up and thought it was not worth the effort.
  4. kdcdq

    kdcdq Registered Member

    Several of my clients are running AVG IS 2013 just fine, but in each case, the AVG firewall was not installed. They are all running standalone non-AVG firewall components, mostly PrivateFirewall.
  5. Aventador

    Aventador Registered Member

    Then why install AVG IS? Install AVG AV. :rolleyes:
  6. kdcdq

    kdcdq Registered Member

    We had lots of unused AVG IS licenses laying around, that's why :cautious:
  7. Graystoke

    Graystoke Registered Member

    Sorry for taking so long to get back. I ran the AVG uninstall tool. I ran a registry cleaner, and then did a search for anything AVG and deleted them.

    I ran the AVG install again, and all is fine until the firewall is activated. When the firewall is activated, I lose connection. I have no idea why this is happening now. I never had a problem with AVG IS before, but it looks like I'm not the only one. I think it's time to go with another security software.

    Thanks for the help. Much appreciated.
  8. SeReB

    SeReB Registered Member

    Hello Graystoke,
    please install back the whole IS, but before the first restart please do these steps:

    1) Start/Run... -> ncpa.cpl
    2) Select the adapter you use for the internet connection and right-click, select Properties. (UAC might ask for credentials.)
    3) Uncheck AVG network filter driver. + click OK
    4) Now you have deactivated AVG filter (the firewall protection won't work fully!), however after restart the connection should run properly, so restart now.
    5) When Windows starts, check the internet connection.
    (In case it does not work, open the properties from 2) and uninstall the AVG filter + restart and then report back to this forum thread.)
    6) Run cmd.exe and type (no quotes) "sc start avgfwfd". You will probably see error about wrong/missing driver signature.

    Please report back and depending on the result I will help you in more detail.
  9. Taliscicero

    Taliscicero Registered Member

    Welcome to my post at AVG forum. I am Indingo.

    ( http://forums.avg.com/eu-en/avg-forums?sec=thread&act=show&id=216396 )

    AVG abused me as a customer and made me waste weeks of my time, would not fix the problem, decided to party on down instead of helping me and insulted me over and over again in many many ways.

    AVG is not even worth anything to me anymore. Welcome to my post. Oh, and they refused to give me a refund despite the program not even functioning on my computer.

    I wanna make this very clear, I gave AVG all the help they need to fix the problem. They do not want to, and in fact probably don't know how to or even care to. Please, read the whole of my thread to realise how bad AVG's support actually is.

    They actually used this as an excuse to why they could not help me for like 5 days when i wanted a refund.... even after they refused to do anything about the problem.

    AVG also has no local support email, just the forum with (1) guy on and off in it to answer thread and everything else is router to chat / email support in the Philippines. Have a problem with AVG? You are out of luck friend. I spent 6 hours one day a few weeks back 3 hours waiting for chat to take my issue and 3 more talking to a Philippine AVG chat representative named "Princess" who would not open any picture images i sent to show my problem.... no. She asked me to "Describe my screen" like some sick game of 3 hour customer hell peekaboo.

    Sorry if my post sounds irate or mad, that's because i am furious of how a company can do that to a client. Oh, and by the way, the last post of the AVG forum thread, it did not help at all and we all just got shifted back to email support in the Philippines.
    Last edited: Oct 10, 2012
  10. SeReB

    SeReB Registered Member

    Hello CubonesCastle,
    I understand your frustration, you paid for the product and it does not work.
    However I would respond to the email and setup the remote session. In other words they will fix it for you, so you don't have to spend more hours trying to fix it.

    ...Or follow the steps I wrote for Graystoke. ;)
  11. zfactor

    zfactor Registered Member

    my experience was not as bad but i had zero help or input from them when i had a issue with network connection as well as a lic'ing issue with a lic i bought i ended up getting that solved through the place i bought the lic they ended up issuing a new one and all was fine but i got no where with avg.
  12. Firecat

    Firecat Registered Member

    Thing about AVG is that they are slow but they will get to your problem. I had issues that were only fixed a whole product release later because they couldn't reproduce the issue; but they did fix it. I still trust them for that; slow or not they still listen to you.
  13. zfactor

    zfactor Registered Member

    i went almost three weeks with no answers or help. and to this day no answers. i sent MULTIPLE emails and support tickets and the answers i got back were we will get back to you as soon as possible type reponses and nothing more. i actually like the 2013 version and was hoping for it to work out better than that. im not the only one i hear this from a lot of old avg users who have moved on. lately it seems their support just stinks
  14. Taliscicero

    Taliscicero Registered Member

    I'm not the type of person to be trusting strangers in my computer. which has work documents and bank details on it. Why should you be able to poke around my things when its not my fault the product failed, and since the problem is not just with me then it means its not just my system, meaning it can be fixed.

    Fix the problem with your product or give me my money back. I am not the bad guy.

    Also FYI. I used a service that remote admin-ed before about 3-4 years ago and it ended with a canceled credit card. I don't really trust anyone on or in my machine that's not me. Why should I myself have to put more time into dealing with you guys then i already have. I have spent hours and hours installing and uninstalling AVG to generate log files for you. I have been very fair.
  15. Firecat

    Firecat Registered Member

    I have noticed that for the past two years. AVG was/is undergoing a rapid expansion plan and perhaps the users rose too quickly for them to raise the support capacity appropriately. I can see why a new user would have problems with their support. I'm guessing their tech support is now based in the Czech Republic and Cyprus.

    But it's still far better than contacting an outsourced call center and having to get to level-2 or 3 technicians before you can have a meaningful discussion (yeah, Symantec and PC Tools, I'm pointing a finger at you).
  16. Graystoke

    Graystoke Registered Member

    Hello SeReB....I completed the first three steps, and that did the trick. AVG IS is working like it should, and I have my internet connection with the firewall activated. :thumb: Thank you. :D

    EDIT.......I ran the cmd.exe>sc start avgfwfd just for the heck of it. I did get an error message........

    "Windows cannot verify the digital signature for this file. A recent hardware or software change might have installed a file that is signed incorrectly or damaged, or that might be malicious software from an unknown source."

    Not sure what all that means.
    Last edited: Oct 10, 2012
  17. Macstorm

    Macstorm Registered Member

    As per your signature, it seems you still love them after all :D
  18. SeReB

    SeReB Registered Member

    Well the firewall is now operating without the AVG network filter driver - so we have to fix that now (that's the error about signatures).

    Run cmd.exe as an administrator.
    Run these things:

    1) reg query HKEY_LOCAL_MACHINE\SOFTWARE\AVG\AVG2013\FwSetup /v fwdinf1
    The output will look like:

    fwdinf1 REG_SZ oem123.inf

    Remember the oem<number> filename (without extension). In my case "oem123".

    Now edit and run the command below and fill the correct number from the output above - in my case 123.
    copy "c:\program files (x86)\avg\avg2013\drivers\avgfwfd6.cat" C:\Windows\System32\catroot\{F750E6C3-38EE-11D1-85E5-00C04FC295EE}\oem<number>.cat

    In my case the I'd type: copy "c:\program files (x86)\avg\avg2013\drivers\avgfwfd6.cat" C:\Windows\System32\catroot\{F750E6C3-38EE-11D1-85E5-00C04FC295EE}\oem123.cat

    Check that the copy operation was ok.

    sc start avgfwfd
    If (and only if) you get an output saying "bla bla ... STATE: 4 RUNNING ... bla bla", do:
    i) Start/Run... -> ncpa.cpl
    ii) Select the adapter you use for the internet connection and right-click, select Properties. (UAC might ask for credentials.)
    iii) Check the AVG network filter driver. + click OK + restart

    After restart AVG should be running without any error.

    (In case you get network connection troubles again, follow my steps from previous post and uncheck the AVG filter again.)

    Anyway, please report back when done or got stuck.
  19. SeReB

    SeReB Registered Member

    Understandable, however have to say that the technicians are professionals, nothing personal will leave your computer, you see all files which the guys copy (logs and AVG stuff) and the remote session is under your control all the time - you can terminate the session immediately with a single click. Moreover any information seen on your computer is strictly confidential.

    Well, if the fix were ready in AVG product it would take few weeks to test and publish.
    Refund is your right, from what I see on forum the refund request is to be processed by a company which sold you the license (which is not AVG in your case).

    That's noble and appreciated. Please consider trying my instructions above...

    That was not AVG, was it?
  20. Aventador

    Aventador Registered Member

    All this to get AVG to work..................Dump it.
  21. Taliscicero

    Taliscicero Registered Member

    I had a 30 day refund with the seller, day 21 AVG failed. At request of AVG I sent in log files and waited for them to fix the problem. They took forever, and eventually after my 30 days I gave up waiting which was too late. You can see how long on the forum post I had to wait for my post to even be looked at. If AVG was honest right away I would have got a refund. I have already purchased another product a week or so ago as I gave up on AVG.
  22. The Red Moon

    The Red Moon Registered Member

    After reading all this AVG sounds like an absolute nightmare.:eek:
    No AVG for me im afraid.:ninja:
  23. Dark Shadow

    Dark Shadow Registered Member

    LMAO,After reading all the command this and command that,I was looking for the uninstall button.:D
  24. Taliscicero

    Taliscicero Registered Member

    Be thankful you are not me. I have a 2 year 4 user license. Which does not work and which AVG refuses to refund me.

    I also think its retarded that AVG don't realize that if windows says AVG is not digitally signed for some people, then get a new digital signature and patch it as a program update.

    Don't know if me smart, or AVG just dumb. *scratches monkey head.* :ouch:
  25. The Red Moon

    The Red Moon Registered Member

    Ive never really been a fan of theirs and found it quite heavy.Still you have convinced me now that AVG is definately a no-go area.:thumbd:
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