I think this is going to be a nightmare..... For some reason I was required to reload and register Microsoft Word this morning.
But here's the e-mail I got from AVG..
"Dear Joseph,
Thank you for your email.
Please let us inform you, that, at the moment we only provide phone support for business users and not home users. However, we will do our best to address your query as promptly and effectively as possible.
In order to solve this issue we would like to ask you to provide us some additional information. We would appreciate it if you follow all the steps and answer all questions below – skipping any of the steps and/or questions may delay the process of finding cause of the issue.
1. We would like to check the list of processes running on your computer for any suspicious files. To provide us with this list, please proceed as follows:
- Download the Autoruns utility from this web page:
microsoft.com
OR
207.46.192.254
- Select to save it onto your hard drive and extract it to an empty folder.
- Run "autoruns.exe" file and press the "Esc" key on your keyboard to interrupt the scan.
- Go to "Options" and tick "Verify Code Signatures".
- Then go to "File" -> "Refresh".
- Please wait for the scan to finish.
- Go to "File" -> "Save..." and save the file. The file should be name as Autoruns.arn. (We recommend save on the desktop)
- Please archive the file.
2. Please provide us with the Gmer tool scan result:
a. Download the Gmer tool from this page:
gmer.net
b. Rename the Gmer tool once downloaded:
- Save the archive to your disc and extract it.
- Once extracted, rename the "Gmer.exe" to "Tool.exe".
- Double-click on the "Tool.exe" file.
- In the right bottom corner click on the "Scan" button.
- Wait until the scan is complete and click on the "Save..." button to save the result.
- Please send us the result in an attachment of your reply.
3. Please send us the previously mentioned files and information using the AVG Diagnostics utility as follows:
- Save the attached "runner.avgdx" file to your computer (you can choose the location, however we recommend to use your Desktop).
- Launch the saved file by double-clicking on its colored icon and the "AVG Diagnostics" tool will start automatically.
- Enter your e-mail address and a detailed issue description into the appropriate areas.
- Press the "Attach File" button and add the previously generated file.
- Click on the "Diagnose and send results" button to provide us with the needed information.
We will receive the data and contact you back with further information.
Thank you for your time and patience. We highly appreciate it.
Best regards,
Mohd Nizam Abdul Ghani
AVG Customer Services
website: avg.com
Get help with computer issues from our trusted partner AVG Premium Support services provided by Support.com if:
- You cannot install or configure AVG.
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