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AVG TOP 5 weekly issues - June 22, 2012

** AVG 2013 beta is available **

New version of AVG 2013 is now available for Beta testing! We're happy to introduce set of new features and improvements. Apart from new user interface, we've added tons of security and performance improvements (like self-protection and speed up of the Windows boot) and there are more to come in the second Beta!


** Anti-Virus inactive? **

AVG Forums visitors sometimes report AVG Anti-Virus component is inactive. This issue is usually caused by hardware failure. We recommend running memory and hard drive tests to check your hardware health should you face similar situation. If the tests reveal that any of the RAM modules or hard drives is faulty, please consult local computer repair shop or your computer vendor for further guidance. The respective faulty component will need to be replaced.
If the hardware appears to be perfectly healthy and the issue persists, please contact AVG customer care experts or describe the issue in AVG Forums to allow us investigate the issue.


** AVG requesting system restart repeatedly **

AVG Forums users reported AVG requesting restart repeatedly after completing the AVG update process. This issue is likely caused by certain update files could not been renamed for some reason.
Please proceed as follows to rectify the situation:
1. Navigate to the following folder (some files and folders are hidden by default operating system configuration):
C:\ProgramData\avg2012\cfg\
...or (if using Windows XP):
C:\Documents and Settings\All Users\Application Data\avg2012\cfg\
2. Verify that the updatecomps.cfg.prepare file is present in this folder.
3. Delete the updatecomps.cfg file.
4. Rename the updatecomps.cfg.prepare to updatecomps.cfg.
If the issue is not rectified or if the updatecomps.cfg.prepare file is not present, please run AVG repair installation using the most recent installation package. More information on repairing the AVG installation using a newly downloaded installation package can be found in one of the following FAQ articles, procedure variant 2:
AVG Free Edition
AVG paid for versions
Please contact AVG customer care experts should you need further assistance.


** Rootkit detected **

A few users mentioned an unknown rootkit is detected by AVG, identifying a corrupt section in the win32k.sys file. Such situation could be caused by having more active anti-virus applications installed (or not removed completely). Please see an example case in this AVG Forums thread. Should you face a similar situation, please uninstall other active anti-virus software to avoid conflicts. Should the issue persist, or there is no other anti-virus software installed to your knowledge, please contact our friendly customer care experts or describe the situation in AVG Forums.
More information on running multiple anti-virus applications can be found in this FAQ article.


** General update error **

A few users reported general error during AVG update in this week. Although a cause of the issue varies across the individual cases, the AVG repair installation will rectify the problem in most cases. More information about AVG repair installation procedure can be found in these FAQ articles:
AVG Free Edition: FAQ 4372
AVG commercial version: FAQ 4421
In case the issue is not rectified, please contact AVG technical support; AVG update log will be requested for detailed analysis.


Find more interesting articles at AVG Blogs.
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