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AVG 2011 freezing computer in download

by NeilBlackley / October 17, 2010 10:35 PM PDT

I have tried to install AVG 2011 onto an ASUS running Vista that previously had AVG9,and it freezes about 70% of the way through. The computer completely freezes, the programme won't respond to cancel, and I can't turn the computer off. When I disconnect and reboot, I get an AVG prompt which goes into the same loop. When I try to uninstall AVG, the same thing happens. I am now left with no way of removing the programme, and no active anti-virus.

Any help desperately needed

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Re: AVG 2011 freezing computer in download
by Ondrej_AVG / October 17, 2010 11:11 PM PDT
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AVG 2011 freezing computer in download
by NeilBlackley / October 18, 2010 12:21 AM PDT

yes, I have Windows defender and Windows Firewall activated. Is that a problem?

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AVG 2011 freezing computer in download
by NeilBlackley / October 18, 2010 2:08 AM PDT

I went through this proceedure. The removal seemed to work, but when I tried to re-download and install the software, it froze at exacly the same place, even with turning the Firewall off. This time, however, it corrupted my operating system. The computer won't re-boot, quoting a missing file, windows/system32/drivers/avgrkx86.sys.

it says I have to find the original system CD to re-load.

i wish I had never come across AVG - i have wasted so much time on this.

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Re: AVG 2011 freezing computer in download
by Ondrej_AVG / October 18, 2010 4:08 PM PDT

Hello NeilBlackley,

apologies for any inconveniences caused by this situation.

I was not able to induce similar message on Windows XP and Windows 7, when avgrkx86.sys was removed (renamed, simply missing). Both operating systems loaded properly.

Please disable AVG processes as described in this thread, if not possible to uninstall AVG in Safe Mode:

http://forums.avg.com/ww-en/avg-free-forum?sec=thread&act=show&id=94159

I would like to ask you, if would be possible to provide us with AVG installation logs (as soon as your computer will be functional) as described here:

http://forums.avg.com/ww-en/avg-free-forum?sec=thread&act=show&id=85955

- to check, if the log contains crucial info, which action was recorded last time to point us to culprit of the freeze.

Thank you

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AVG 2011
by mboteler / October 22, 2010 11:24 AM PDT

I had the same problem with an ASUS laptop, Windows Vista, brand new reinstall. After 3 tries, I gave up and installed AVAST with no problem. I use AVG on all of my other computers, including Dell and HP Vista machines.

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AVG2011 freeing computer in download
by NeilBlackley / October 22, 2010 5:16 PM PDT
In reply to: AVG 2011

So its not just me. I had to hire a computer support expert to re-boot my daughter's computer, and afterwards even he was also unable to install AVG2011. He installed the Microsoft free anti-virus, but heavily recommends ESET.

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Re: AVG2011 freezing computer in download
by nqtech / November 8, 2010 2:23 PM PST

Hi

Had the same problem with an ASUS notebook here in my workshop. AVG 2011 is incompatible with ASUS Data Security Management software. I unstalled the Data security management software and AVG installs perfectly.

Regards

nqtech.

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Re:AVG2011 freezing computer in download
by Ondrej_AVG / November 8, 2010 8:36 PM PST

Hello nqtech,

I would like to ask you, if you want to cooperate with us on analysis of this unpleasant situation, to open my CNET profile and send me an email. I will send you next information for debug of this unpleasant situation and possible conflict.

Thank you

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Re: AVG2011 Freezing in download.
by nqtech / November 8, 2010 9:55 PM PST

Hi

Whilst I would love to help, I have returned the system to the owner. Basically when the machine arrived in my workshop it would not boot. I booted into safe mode and used the AVG removal tool. I downloaded the offline installation file and attempted to install that and the system would get to approx 70% of the way across the installation taskbar and freeze necessitating a forced shutdown and removal in safe mode. Complicating the situation in this case was that the orginal hard drive was starting to fail so I installed a new hard drive and used a recovery DVD to install the operating system and drivers then installed Vista SP1 and SP2 before attempting to install AVG again. AVG failed again at the same place, so I looked for programs that were currently running that could possibly conflict with an antivirus program. With over 20 years experience in fixing computers, my logical choice was to look at a program that possibbly had some control of the system and therefore I chose to remove the ASUS Data Security Management software as it met the parameters that could cause a conflict. In this instance I was lucky and AVG installed successfully. I then cloned the original drive onto a new drive and removed the DSM software and I was able to load AVG onto the system again without fault. Sorry I cannot be of anymore assistance.

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AVG 2011 freezing computer during install
by RoccaJay / November 20, 2010 11:55 AM PST

Just wanted to put my hand up and say I had the same problem with my ASUS laptop running Windows 7 (which also has ASUS Data Security Management software). It would freeze the computer toward the end of the install (when it says "Copying files") and only boot up after a system restore in safe mode. After 3 attempts I reinstalled AVG 9.0 which doesn't give me any problems.
I hope this can be fixed for us ASUS users to enjoy AVG 2011 too.

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Re: AVG 2011 freezing computer during install
by Derby2010 / November 21, 2010 2:41 PM PST

Also wanted to add to this thread as suffering from exactly the same install problems as described above by RoccaJay and others. Running Asus lappy with Vista and Asus Data Security Software installed. I have never used AsusDSM. My freeze is identical place to RoccaJay, gets to the "Copying Files" and total system freeze, can only hard reboot and try and get into safe mode and then run AVG Removal tool. Today i tried again to do a fresh install, made sure there were no traces left of AVG, ran AVG Removal Tool, ran CCleaner etc... but after reading this thread i disabled the only trace of ASUS Data Security Management i could find running which was a service. Install failed as before, with freeze at same place, very frustrating. I would be happy to provide a log of the failed install as i would really like to get this sorted. Also after the last attempt even after running the removal tool a couple of times i still found this entry in Startup - MFARestart "C:\ProgramData\MFAData\pack\avgrunasx.exe" /usereg and what i believe are reminants of the install in these locations:

C:\Users\Derby2010\AppData\Local\Temp

C:\Users\Derby2010\AppData\LocalLow\AVGTOOLBAR

C:\ProgramData\MFAData

Shouldn't the removal tool be removing these? Can i manually delete these files and folders?

Also have never had any probs with previous versions of AVG Free.

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Re: AVG 2011 freezing computer during install
by Ondrej_AVG / November 21, 2010 4:26 PM PST

Hello Derby2010,

please be informed that ASUS software should have more records in operating system than service only - very probably also specialized driver, which is causing mentioned situation. Please find ASUS software in "Add or remove programs" and uninstall it completely.

I have already asked our QA to check this unpleasant conflict.

With the AVG remover - the removal procedure has two phases - before and after restart. And to run the after restart phase is needed mentioned startup key.

In case you are sure mentioned files and folders are related with AVG and stay after using AVG remover, you can remove them manually.

Thank you

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Re: AVG 2011 freezing computer in download at ASUS notebooks
by Ondrej_AVG / November 21, 2010 11:03 PM PST

Hello all,

if you are using Asus notebook with (already without) Asus Data Security Management software and have (had) described installation issue, please provide us with MSinfo32 output:
- Click on the "Start" button.
- Choose the "Run" option.
- Please type the "msinfo32" (without quotes) command to the command line and confirm by clicking on the "OK" button (or press Enter).
- After the tool is launched, please choose the "File" menu and the "Save..." option.
- Choose a name

Please pack output in an archive (zip file), upload it to some favorite online storage and provide us with link to it.

Thank you for your cooperation

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Re: AVG 2011 freezing computer in download at Asus notebooks
by Derby2010 / November 22, 2010 8:48 AM PST

Thanks for the feedback Ondrej_AVG. Have emailed link to logs to you. I realise that AsusDSM is still installed, but thought it may have been helpful for you to see the logs before i uninstall it.

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Re: Derby2010
by Ondrej_AVG / November 22, 2010 2:57 PM PST

Hello Derby2010,

provided information has been passed to QA for testing purposes.

Was AVG installation successful without Asus DSM?

Thank you

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AVG 2011 freezing computer during install
by SpudnickSr / November 24, 2010 4:27 PM PST

i have to put my 2 cents in to say i had the same trouble. i have an emachine desktop t6524 windows xp sp3 amd athlon processor. been using avg for a long time. went to the new 2011 my comp froze. tried to install twice both time had to boot into safe mode to uninstall. went back to the avg 9.0 and it works great again. also my firewall was disabled each time. if anyone knows how to fix this it would be great, if not i don't believe avg 9.0 is going to work forever and i will be forced to go use a different brand.

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Re: AVG 2011 freezing computer during install
by Ondrej_AVG / November 25, 2010 4:16 PM PST

Hello SpudnickSr,

please gather AVG installation logs and MSinfo32 output:
- Click on the "Start" button.
- Choose the "Run" option.
- Please type the "msinfo32" (without quotes) command to the command line and confirm by clicking on the "OK" button (or press Enter).
- After the tool is launched, please choose the "File" menu and the "Save..." option.
- Choose a name

Please pack output in an archive (zip file), upload it to a favorite online storage and provide us with link to it (you can open my CNET profile and send me the link in the message).

Thank you

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avg2001 freezing
by SpudnickSr / December 7, 2010 2:23 AM PST

i sent the information you requisted. did you get it? i have not heard from you.

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Re: AVG2011 freezing
by Ondrej_AVG / January 5, 2011 2:41 PM PST
In reply to: avg2001 freezing

Hello SpudnickSr,

I replied to your emails at 12/02/2010 and 12/07/2010.

What is the current situation?

Thank you

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AVG 2011 computer freeze as well
by kengorejr / December 7, 2010 4:42 AM PST

I, too, have had similar problems. I have a Dell Inspiron 1520, which already had AVG 9. Over the summer I had three Malware problems, which I was able to remove. Last night AVG found a trojan horse, which I put in the "vault." I then remembered that I could get the AVG 2011, which I started to download. I downloaded it via wifi, and it prompted me to restart. I did, but it did not turn off. I then manually shut it down. As I started it up, all it would do is go through the "Dell" startup, but then a blank screen--no Windows XP welcome. I have tried to go through Safe Mode, and still nothing. Only blank screen. It's obvious the computer is working, but for some reason will not turn on the OS. Any help would be appreciated.

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Blank Screen
by uilleann4 / December 7, 2010 5:08 AM PST

Hello kengorejr

Just a suggestion from a non-computer tech.

It sounds like a video problem. Do you have a graphic card or are you using onboard graphics (meaning that the monitor is plugged into the motherboard)? If you have a graphic board, try switching the monitor hookup to the motherboard to see if you can get a picture.

I know that it might not make sense from the timing of the problem, but that might be the problem.

Good Luck

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Re: blank screen
by kengorejr / December 7, 2010 11:13 PM PST
In reply to: Blank Screen

uilleann4--thanks for your reply. The Dell Inspiron 1520 is a Laptop, so I'm not sure how the motherboard and the monitor would be severed. Plus, I see graphics at startup; once the computer does its normal startup, I never see anything Windows-related.

Thanks for your help nonetheless.

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Repair isntallation
by Dusan_AVG / December 8, 2010 5:04 AM PST
In reply to: Re: blank screen

Hello,

Since you are unable to boot even to safe mode I would suggest to perform repair installation of Windows XP.
That should be possible using disk provided with your notebook.
Your data should be preserved with this reinstallation.

Thanks

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Possible solution
by KatiBG / January 5, 2011 12:57 PM PST

Hi there. I had the same problem today. I purchased AVG Security 2011 and clicked on the link that was provided in the confirmation email. The program downloaded and my laptop froze before the program was installed. I have a Dell with windows 7. I had Trend Micro as my security software before AVG. My laptop froze and I had to cold shut down. I then searched the Internet for solutions using my smart phone. I found this site. In addition, I read the instructions from AVG in regards to downloading the program. So I started my laptop in save mode and uninstalled AVG program. I then turned on my laptop and first disabled Trend Micro. That allowed the AVG program to successfully install. I had to reboot the laptop and was not able to disable Trend Micro fast enough and for sure, my laptop froze again. I then started it in save mode again and uninstalled Trend Micro. This did not uninstall Trend Micro completely. I started my laptop in normal mode again, uninstalled Tren Micro completely and AVG program has been running smoothly ever since.

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This worked for me.
by james_k_p / April 12, 2011 5:59 AM PDT
In reply to: Possible solution

I had a user who bought a brand new ASUS laptop (G73S) and had AVG 2011 lockup on install once, then had it go through after uninstalling only to have it continually lock everything up after a reboot.

The solution was that Trend Micro was still installed on this laptop. After uninstalling Trend Micro in safe mode, leaving AVG 11 installed, it worked perfectly after a reboot.

Thanks to KatiBG for the solution.

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AVG worse than VIRUS!!!!
by rob12000 / August 8, 2011 3:05 PM PDT

I'm having the same problem. AVG is completely freezing my computer. I cannot even shut it down. when i try to restart it freezes during restart sometimes before i can even get to try to to remove it. I finally got to the point where i could click onto control panel but the computer froze before halfway through the removal. i had to force shut down AGAIN!!!! and now it will not let me fully remove AVG
AVG is worse than the worst VIRUS!!!!!!
I have NEVER had ANYTHING FRY my computer as bad as one day of AVG!!!!!!

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re: AVG worse than VIRUS!!!!
by Zbynek_AVG AVG Staff / August 8, 2011 11:12 PM PDT

Hello rob12000,

Did you tried run computer in Windows Safe Mode?

Please provide us with more information to allow us analyze your situation.

Thank you

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Why is CNET now appearing on my google and address bar?
by rob12000 / August 9, 2011 11:41 AM PDT

what kinda scam are you guys running AVG???? get this crap off my computer. I only wanted to download your free anti-virus, now i got a half fried computer thats still having trouble starting AND i got CNET malware now??? from your download redirect.

I want this CNET malware/spyware, whatever the hell you put in my computer OUT!!!!! SHAME ON YOU AVG!!!! SHAME ON YOU CNET!!!!!

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RE: Cnet
by Dusan_AVG / August 10, 2011 12:36 AM PDT
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re: why is CNET now appearing on my google and address bar?

Hello,

I apologize for the difficulty you are having.

When you initiate the download,you will encounter a single offer for additional 3rd-party software (in this case it sounds like CNET TechTracker), which is clearly disclosed and provides the option to accept or decline the offer before proceeding with the download. We only show offers for software that is approved for listing on CNET Download.com. If you do not wish to use the CNET Installer, we provide a link to the direct HTTP download URL below the main "Download Now" button. You need to be logged in as a CNET member to use this link.

If you would like to install TechTracker, you can do so by following the instructions at the link below:

http://cnet.custhelp.com/cgi-bin/cnet.cfg/php/enduser/std_adp.php?p_faqid=1956

Regards,
Gregg
CNET Technical Support

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