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Need help with removal of AVG 7.5


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#1 mule skinner

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Posted 13 January 2009 - 08:37 PM

I need help with removal of AVG 7.5 so I can do a clean install of 8.0. I tried to do an upgrade from 7.5 to 8.0 but as usual it locked in the middle and completely mucked up AVG. The last upgrade did the same crap. Finally after running a ‘Reset’ batch file (left over from the last time) I was able to ‘repair’ 7.5, but it still won’t uninstall. Even the ‘End All’ Uninstaller tool won’t work. Every time I try, it just locks, then windows won’t shut down unless I do a hard reset. I decided to chip away at it with HiJackThis, CCleaner, and RegSeeker. While I haven’t broken anything yet, I hesitate to dig around in the registry much deeper without expert guidance. Would ComboFix be the next hammer to use on this thing?

Thanks Much
Jim

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#2 buddy215

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Posted 13 January 2009 - 09:17 PM

Should uninstall in safe mode or kill all running processes for AVG in Task Manager then run the uninstaller.

You can also find the AVG.exe that you installed AVG with and run it. It will give you three choices and one of those is to uninstall AVG.

Sounds like you may be trying to uninstall while one of its processes is still running.

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#3 Mjisenior

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Posted 13 January 2009 - 11:13 PM

try this if you have not already - http://www.avg.com/filedir/util/avg_arm_su.../avgremover.exe

#4 mule skinner

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Posted 14 January 2009 - 12:19 AM

Did all of the above including safe mode. It just kept locking up. It did this all last time I tried to install a newer version. A simple search yields (then and now) a slew of post from people with the same problem, won't install, won't remove, won't clean up, but so far, no good way to get rid of it. So I just pulled it all out by the roots and I want to clean up what’s left in the registry before trying to install 8.0. There is still crap from 7.5 and now 8.0 under 'Services' in the 'Start Up' list that I can't get to delete. It just won't let go!

O23 - Service: AVG7 Update Service (Avg7UpdSvc) - GRISOFT, s.r.o. - (no file)
O23 - Service: AVG8 WatchDog (avg8wd) - GRISOFT, s.r.o. - (no file)

Thanks for the replies.
Jim

#5 Papakid

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Posted 14 January 2009 - 12:59 AM

Looks like you're trying to use HijackThis to delete those services. It's not designed to do so by scanning, checking the service, then clicking "Fix Checked". Services are not as easy to delete from the registry is why--you need to either use the "Delete an NT Service" function in the misc. tools section of HijackThis or sc delete command after the service has been stopped.

Note that these only work on NT based file systems, so you need to be using 2000/XP or later. As already suggested, boot into safe mode using the F8 method --DO NOT use the msconfig method-- to delete. Let's hope it helps.

To use the sc delete method, go to START/Run, and enter the exact text in bold below, entering each line separately:

sc stop Avg7UpdSvc
sc delete Avg7UpdSvc
sc stop avg8wd
sc delete avg8wd


Reboot into normal mode and see if it helps any. For more info on dealing with services in this way see http://www.theeldergeek.com/add_a_service_in_windows_xp.htm

I'm surprised you're having problems getting rid of 7.5, but 8.0 is a pain.

Would ComboFix be the next hammer to use on this thing?

Nope, bad idea. CF is designed for malware removal specialists. It makes it much easier to help people in need. The author does not want it used without expert supervision. You can screw up your system big time if you use it incorrectly.

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Is in the hands of fools

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#6 mule skinner

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Posted 14 January 2009 - 11:55 PM

Hey – that worked, but you knew that, Thanks. I knew that Services were treated different but I couldn’t get those to shut off, maybe because the files were missing and they weren’t even running in the first place. The SC commands worked though.

Nope, bad idea. CF is designed for malware removal specialists. It makes it much easier to help people in need. The author does not want it used without expert supervision. You can screw up your system big time if you use it incorrectly.

I know, that’s why I posted. Hoped someone might enjoy the challenge or maybe take pity on me. I may know enough to be dangerous but I also know enough not to go into the registry alone. Thanks Again.

Jim

#7 Papakid

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Posted 16 January 2009 - 10:52 AM

Apologies for the late response, Jim--You're more than welcome for the help. I take it you aren't getting the locking up and associated problems you described earlier? If you have any more issues with transferring to 8.0 let us know.

I knew that Services were treated different but I couldn’t get those to shut off, maybe because the files were missing and they weren’t even running in the first place. The SC commands worked though.


Well, actually, when you "fix" the services entries with HijackThis, it should stop and disable the service. SC delete removes the main service entry from the registry--leaves behind some legacy reg entries but all of them should be just orphans anyway. The files being gone won't affect the registry being written to--as far as I know, at worst the system will throw up an error that it can't find the files. In other words, I don't think they were running anyway and you just removed some text from the registry file with sc delete.

Hoped someone might enjoy the challenge or maybe take pity on me. I may know enough to be dangerous but I also know enough not to go into the registry alone.

Not to belabor this, but there are many ways to skin a cat--CF is just one of them and it is mostly for malware removal. This is why I ask if there are any other problems now so I or others might suggest something else.

Even if you're satisfied, I'm curious what steps you took and in what order (along with the "reset batch file" you referred to) when you tried to uninstall and upagrde that resulted in this problem. As mentioned earlier, in my personal experience, 7.5 was not hard to uninstall. I wonder why others have problems with it. Possibly because it wasn't done properly.

One thing I did run across about 7.5 removal is the following--you may want to check this reg entry if you haven't done so already: http://freeforum.avg.com/read.php?2,65643,95620

Another possibility suggested by that thread is that other security software, like anti-spyware guards such as Spybot's TeaTimer, Ad-Aware's Adwatch (among others), or a firewall, etc., is interfering--anything that protects processes and what is written to and removed from the registry could bind your system so that uninstallation is more difficult than it should be.

It appears to me that the big secret to proper uninstalling of AVG, and I wish AVG would emphasize it more, is to use the setup files to uninstall. That the first step is to download the setup files. Then run the setup files and chose to uninstall. It doesn't seem to make sense to reasonable people to do it that way--downloading something that you want to get rid of, but that is what AVG people recommend, both in the thread I just lenked you to and here: http://freeforum.avg.com/read.php?13,121635,backpage=,sv=

In a way it does make sense. The latest version of setup files can have fixes to uninstall problems that people have reported.

I just uninstalled AVG 8.0 from my sister's computer this way and it went as smooth as a baby's bottom. I ran the AVG remover afterward and looked at the log, but all it did was look for files and reg entries that weren't there because they had already been removed. The biggest problem I had was downloading the 51 MB setup files on dialup. Download.com must be overloaded because I would get about halfway thru and it would error out, had to use the download straight from AVG's site: http://free.avg.com/download?prd=afe#tba2

Anyway, hope you got AVG 8.0 installed and in proper working order now. My advice for those having problems with it--version 8.0 is a complete redesign and has added too much bloat and resulting problems for me--is to ditch AVG and go with AntiVir if you want a good, light and free anti-virus.

The fate of all mankind, I see

Is in the hands of fools

--King Crimson


#8 mule skinner

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Posted 17 January 2009 - 09:32 PM

The last go round, when I tried to first upgrade to 7.5 it got all mucked up that time. I fought with it for a week. Finally AVG emailed me a batch file that reset everything in the registry. Didn’t remove it just reset it. But that finally let me complete the install of 7.5 without it locking up. Now with the pending demise of 7.5 (paid for through 09/2010) I tried first to uninstall 7.5 so as to follow with a clean install of 8.0. Well I’m right back in the same death match I was in before. Uninstall, locks up, won’t complete. Repair 7.5, locks up won’t complete. 7.5 to 8.0 upgrade locks up won’t complete. I finally got steered to the ‘AVG Remover’ program and guess what, it locks up. So I dug up the old batch file from before (I tend to save everything) and ran it. At least that fixed it so I could repair 7.5 and get it working again. Now I try every combination of ‘Reset’ and ‘Remover’, but it still won’t uninstall or upgrade. I got fed up and started deleting everything, then running stuff to try and clean up behind it. Now that I have the services thing gone, I’m getting ready to try ‘AVG Remover’ one more time hoping it might clean up the registry some more. I want rid of any references to AVG in the registry as much as possible, hoping to keep the 8.0 install from being lead astray. I’ll let you know how it goes from here.

#9 Papakid

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Posted 17 January 2009 - 11:32 PM

Thanks for the info, and good luck with it. If it is still being a beast, please post back the AVG Remover log as an attachment if it makes one.

I wasn't aware that you were dealing with the paid version of AVG. I would strongly suggest that you hammer away at their support until you get satisfaction. A lot of what you are paying for is support and they should be better than me and most others at getting this resolved. I'm more used to helping out with freeware versions of software since that is almost always unsupported except for some forums, and those can be spotty as well. I don't mind helping and will continue to do so as long as you want, just think you should get your money's worth--maybe between the three of us we can get it resolved.

The fate of all mankind, I see

Is in the hands of fools

--King Crimson


#10 mule skinner

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Posted 18 January 2009 - 01:22 AM

Well the Remover completed successfully for once. The log looked interesting to my untrained eye. While it specifically references AVG8 in the clean up, sadly it does not reference AVG7 by name in the process, bummer. On to the 8.0 install. At last, it did NOT lock up, but it failed, with the following error:

Local machine: installation failed
Installation:
Error: Action failed for registry key HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Windows: creating registry key....
Error 0x80070005

At least now I have something to send them better than “It just keeps locking up”. I forwarded this error message and the Remover log to AVG customer service.

#11 mule skinner

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Posted 20 January 2009 - 12:42 AM

AVG sent me a new batch file that resets all the permissions in the registry again, and like before that fixed it. Install went through OK.

#12 Papakid

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Posted 21 January 2009 - 01:33 AM

Apologies again for the late response and thanks for posting back.

The error in general is about a problem with registry permissions. NT-based systems can restrict who can do what to the registry. That is usually altered by malware, security software or a system administrator--the latter mostly on XP Pro. Since AVG knew how to fix it, I would hazard a guess it was done by them--possibly as a self protection mechanism. I'm curious as to what is in the batch file and would like to have a look at it, but it may be something AVG wants to keep to itself since you are a paying customer, so I guess I'll pass.

Glad you got it sorted. :thumbsup:

The fate of all mankind, I see

Is in the hands of fools

--King Crimson





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