FAQ

To update AVG 8.5 Free Edition, please open AVG User Interface and click the button "Update now". Alternativelly, you can open menu "Tools" and select the option "Update", or "Update from directory", based on you preferred update method.

If you are experiencing the Access is forbidden by the server error, please do as follows to rectify the situation:

• Download the AVG service utility from the location below to your computer (we recommend saving it to your Desktop) and run it using double-click on its icon:
  http://www.avg.com/filedir/util/support/rmagent_en.exe
• Launch the "rmagent.exe" file that can be found in newly opened explorer window. When informed about the result please confirm it by clicking the OK button and close the rmagent window.
• Reboot your computer.
• Then please try to update your AVG. Update should proceed now. When update succeeded run the complete scan and if there is any infection found, delete it.

If you try to update AVG Free and the error Update failed, Connection with update server has failed is displayed, it can be caused by one of the following reasons:

Connection to AVG Free update servers is blocked
In case you are using any Firewall or Content filtering applicaiton, please make sure that it is not preventing AVG Free from connecting to Internet. If you are using Windows Firewall, AVG Free will allow itself automatically during the instalaltion, however this is not possible for all other Firewall or Content filtering solutions. You can temporarily disable any such program to verify whether it is affecting AVG Free, or add AVG Free files and servers to its exceptions. The list of files used by AVG Free, and servers to which is AVG Free connecting are available in

FAQ 1334.

Your Internet connection is not fully functional
Your Internet connection to AVG Free update servers may stop working in some cases, although standard Internet browsing works correctly. Proceed as follows to rectify such situation:

• Open menu Start -> (Settings) -> Control Panel.
• Double-click on Network connections.
• Right-click on Local area connection and select Repair.
• Try to update AVG Free.

Your Internet settings are not correct
Even if your Internet connection is working correctly, incorrect DNS servers may be filled in, affecting AVG Free update. This can be caused e.g. by some virus that was previously on your computer.

• Open menu Start -> (Settings) -> Control Panel.
• Double-click on Network connections.
• Right-click on the connection you are using and choose Properties.
• Double-click on Internet Protocol (TCP/IP) item on the General tab.
• Please check (and modify if necessary) the settings of IP address and DNS servers according to your Internet Provider settings or choose the Obtain DNS server address automatically option.
• Confirm the settings by clicking on the OK button.
• Close the window.

You are using dial-up connection
In case you are using dial-up connection, you should configure AVG Free to use this connection.

• Open AVG Free by double-click on AVG Free icon your Desktop, or in system tray.
• Open menu Tools -> Advanced settings -> Update -> Dial-up.
• Tick the option Use dial-up connections.
• Save the settings using OK button and try to update again.

The "Database is outdated" message is displayed, when the database is older than one week. To resolve this situation, please proceed as follows:

1. Try to update AVG Free
   
   • Open main AVG Free window by double-click on AVG Free icon on your Desktop or in system tray.
   • Click button Update now.
   • If a list of available updates is shown, click Update.
   • If the update proceeded correctly but your AVG Free still reports outdated virus base, continue with step 2.
2. Check your system date and time
   Windows XP or 2000
   
   • Either double-click on the time display in the lower-right corner of the screen.
   • Or open Start - Settings - Control Panel - Date and time.
   • Make sure the date and time are set correctly.
   Windows Vista
   
   • Either click on the time display in the lower-right corner of the screen and select Change date and time settings.
   • Or open Start - Control Panel - Clock, Language, and Region - Set the time and date - Change date and time.
   • Make sure the date and time are set correctly.
   Now please click Update now in AVG Free to make sure you have the latest update files.

In case AVG Free can not be updated due to issues with connection to our update servers, please refer to

FAQ 1298.

If you want to update AVG 8.5 Free Edition from local storage (CD, directory on HDD, USB Flash disc) you can do it this way:

• Open AVG User Interface
• From top menu "Tools" select "Update from directory" option
• Navigate to the folder where AVG update files are stored and click "OK"

AVG update files can be downloaded from:
http://free.avg.com/update

If you are using proxy server for connection into the Internet, you need to modify configuration of AVG 8.5 Free Edition update process this way:
Launch AVG Free User Interface -> from top menu "Tools" select "Advanced settings" option -> in the left navigation tree select "Update" -> "Proxy"
From the combo box menu located on the right hand side of this dialog select whether you want to:

• Use proxy
• Try connection using proxy and if it fails, connect directly

The proxy server settings can be configured either manually or automatically.

Manual configuration:

If you select manual configuration (check the Manual option to activate the respective dialog section) you have to specify the following items:

• Server – specify the server’s IP address or the name of the server
• Port – specify the number of the port that enables Internet access (by default, this number is set to 3128 but can be set differently – if you are not sure, contact your network administrator)

The proxy server can also have configured specific rules for each user. If your proxy server is set up this way, check the Use PROXY authentication option to verify that your user name and password are valid for connecting to the Internet via the proxy server.

Automatic configuration:

If you select automatic configuration (mark the Auto option to activate the respective dialog section) then please select where the proxy configuration should be taken from:

• From browser - the configuration will be read from your default internet browser (supported browsers being Internet Explorer, Firefox, Mozilla and Opera)
• From script - the configuration will be read from a downloaded script with the function returning the proxy address
• Autodetect - the configuration will be detected automatically directly from the proxy server

In case you have changed Dial-Up connection to Broadband, it is required to change also the AVG configuration to be able to update.

You can set this the following way:
- open AVG Free
- go to menu Tools - Advanced settings - Update - Dial-up

- disable the option "Use dial-up connections"
- confirm settings with OK 
You should be able to perform an update using your new Internet connection now.

Note:
In case the new (broadband) connection is done using DSL modem, which is connected via USB interface directly to your computer, it is needed to keep the original dial-up settings.

If the Cybersitter application is installed and you are having problems updating AVG, you need to add the following names of AVG update servers to the list of allowed addresses within the Cybersitter program: 

• update.avg.com 
• backup.avg.cz 
• akamai.avg.com

To configure the Cybersitter application please proceed as follows: 

• Open the CyberSitter application. 
• Select the Tools/Support tab. 
• Click on the Custom Filter Settings button. 
• Switch to the Always Allowable Sites tab. 
• Add the above mentioned AVG update servers. 
• Confirm changes by clicking on the Save button. 
• Restart your computer.

AVG update should proceed without issues.

Note:
If you have any issue regarding the Cybersitter configuration, please contact Cybersitter support representatives (http://www.cybersitter.com/).

If you receive the "Invalid update control CTF file" message during AVG Free update, most probably the update control files are corrupted. In this case it is necessary to delete these files. During a next attempt to update AVG Free, new control files should be downloaded and update process should be completed without any difficulties. Please kindly follow these steps to delete mentioned control files:

• Run the AVG Free user interface (double-click the AVG Free icon on your desktop).
• Open the Tools -> Advanced Settings... menu.
• Navigate to the Manage option in the Update branch.
• Press the Delete temporary update files button.
• Try to update AVG Free.

If the issue persists, it is possible that your Internet settings are not correct. Even if your Internet connection is working correctly, incorrect DNS servers may be filled in, affecting AVG Free update. This can be caused e.g. by some virus that was previously on your computer. In such case please proceed as follows:

• Open menu Start -> (Settings) -> Control Panel.
• Double-click on Network connections.
• Right-click on the connection you are using and choose Properties.
• Double-click on Internet Protocol (TCP/IP) item on the General tab.
• Please check (and modify if necessary) the settings of IP address and DNS servers according to your Internet Provider settings or choose the Obtain DNS server address automatically option.
• Confirm the settings by clicking on the OK button.
• Close the window.

"Manage" option is accesible from the Advanced settings of the AVG program -> Update branch. It includes the following options for AVG update administration:

• Delete temporary update files
  When this button is pressed, all temporary update files (.bin) on your computer are deleted as well as the update control files (.ctf). This helps when the update control files are corrupted or when it is not possible to update the AVG program. Temporary update files are stored by default in C:\Documents and Settings\All Users\Application Data\avg8\update\download. After pressing of the Delete temporary update files button and confirming the deletion of the files, all files in this folder should be deleted.
• Revert virus database to previous version
  This button provides you with the option to return to the previous virus database. You can use this function in case that there is a false positive and it is needed to continue in using the detected file with AVG Free protection enabled. After pressing this button and confirming that you want to return to the previous version, AVG Free reverts back to the state before the last virus database update, so that a new false positive is not detected. When there is new virus database update published (and a false positive fixed) you can update directly to a new version without this false positive.

AVG Anti-Virus Free Edition contains a feature that checks your computers date in order to prevent displaying incorrect information about status of your virus base updates. In case a discrepancy is detected, the following message is displayed:

Your computer system time seems to be inaccurate. This may lead to false virus database up-to-date reporting. Please correct your system time if possible.

In order to fix your computer date and time and restore the correct function of AVG Anti-Virus Free Edition update, pelase proceed as follows:

• Open menu Start -> (Settings) -> Control Panel -> Date and Time.
• Please select the correct date and click the OK button to confirm.

In some unique cases, the mentioned message can be displayed incorrectly, even when your computer date and time is correct. In such a case, you can disable this check in AVG Anti-Virus Free Edition the following way:

• Run AVG Anti-Virus Free Edition.
• From top menu Tools select Advanced settings… option.
• Select Update from the left navigation tree.
• In the section Additional update options uncheck the Check computer time option.